Hi Jac19692014! May it be positive or constructive criticism, all of our hotel guests opinions are valued and taken seriously. First of all I want to thank you for choosing to stay with us and taking advantage of our convenient location which is minutes away from Wonderland. As for the area the hotel is located in, there is nothing to worry about, nor has anything happened at our hotel or strip of hotels located on the same street. For extra peace in mind, in case our guests are worried, we have a great relationship with the police station beside us and they patrol our hotel on a daily basis just for extra security. As for your check-in experience, I have been advised by my front desk staff that you were offered a free upgrade as a welcoming gesture for visiting our hotel for the first time. You did not actually ask for any sort of upgrade. When offered you denied it because you wanted 2 queen beds instead of our spacious, luxurious, King Suite with a sofa bed, 2 washrooms, 2 TVS etc. You were also given a welcome call 15 minutes after your arrival and you stated you were pleased with your room. After your dinner, the Guest Services Manager approached you & your family near the elevators, and asked you how everything was and you replied with a friendly smile and answer saying it was great.

As for the cleanliness of your room, it is very hard to believe that you found food & fruit flies and did not report it to the front desk. If anything is ever found in the rooms (which does not usually happen because our rooms are thoroughly checked by housekeeping supervisors), guests usually report it to the front desk and immediate action is taken, as well as the option of a room switch. I realize you were with your children, therefore I do not understand why you wouldn't have reported a cleanliness issue for the safety and comfort of your own family… Also after reading your reviews, I have personally checked the room myself and there are no evident issues. The shower works completely fine as do the temperatures, and the hairdryer is brand new equipment, although you just have to look on the inside of the handle where it says ON/OFF and press that button. At times you may have to press the reset button as well and then the ON button and it turns on as well.

As for your check-out experience, it was quite an odd one. I was approached by my front desk staff in my office and asked a quick question to approve a discount. I did not have any background information as they told me you seemed to be in a rush and they wanted to offer something to you to settle the situation (which again I was not aware of). Also, they did ask you if at any point you reported any of the issues you had, and you seemed offended by that question. With a large hotel and different type of guests we always suggest that our guests advise us of any issues up front so we can promptly attend to them. In your case, you did not let us know of anything especially since you have made the situations to sound very severe and frustrating. I shortly came out of my office after I approved the discount and came to realize you were gone. I then asked my front desk staff if maybe you went to the restaurant or in the vicinity of that area, and they advised me that you rushed out of the hotel in a hurry, stating you had to go. This all happened in a matter of minutes. Also, I want to advise you on the reasoning behind welcome calls 15 minutes after your check-in. They are done to ensure you are happy with your room and everything is up to your standards. As previously stated, you said everything was great over the phone & in person. I investigated the situation myself by checking your room to find nothing wrong, and then emailed you in order to finally get some contact with you, myself. You had already threatened to write on our TripAdvisor page, but that was not my point in emailing you, the point was to speak with you myself and resolve the issue. Our main goal is to keep our guests happy and no matter what social media outlet you post your complaints on, we still try to follow up and see what the situation is. No where in my email did I state anything was your fault although it is human nature to report issues so that they can get fixed. With that being said I would like for you to reread my personal email to you and see where I wrote the following:

"I completely understand where you are coming from, especially as a valued guest of ours and I do thank you for choosing to stay with us. I understand that you are entitled to your own opinion, although I would appreciate it if you can email directly and we can handle this matter in a timely manner because I do not like to see any of my guests leave the hotel unhappy. We welcome you back with open arms and would really like to resolve this issue."

I am not sure what more I would have to say to get your attention and a response out of you, although clearly resolving the issue was not your motive. Threatening to write on our TripAdvisor and damaging our reputation for no reason was your goal. As you may notice, many of our guests, locals and international are very pleased with our hotel as well regulars that come stay with us time and time again. Overall I am sorry your goal to personally attack me and the hotels competence did not work out for you. I wish you safe & happy travels.

Hi candy h. May your feedback be positive or constructive criticism, all comments are welcome. As people that work in the hospitality industry, we strive off of our guests feedback in order to better ourselves, work environment and amenities. I want to thank you for pointing out our beautiful lobby as it is quite modern and welcoming, you are completely right. In regards to the hallways of the hotel, there is air circulation, hotel wide. As for our large heated pool, the chlorine level is standard and we never put extra as it gets professionally inspected and cleaned by an outside company. There are many restaurants and stores that are within walking distance it just depends on your taste. There is a mall right within walking distance to our hotel (10 minutes), Yorkgate Mall and it has all the necessities a traveller may need. For example it offers a large grocery store, liquor store, fashion stores such as Designer Depot, Dollarama, Bank of Montreal, convenience stores and much much more.

As for the rise & shine breakfast included with your package, it definitely has all the essentials of a hot breakfast. If it is not to your liking we have a large menu you can order from that includes different many sides. On top of that you get 15% off any meal when ordering from the menu as a courtesy of being a guest at our hotel. The restaurant service was definitely not slow because this past month it has been overstaffed in order to ensure guests are not waiting for their food and getting top notch service.

In addition our TripAdvisor has quite the variety of reviews and sometimes you cannot judge a book by its cover. We mostly have good reviews but sometimes we get the occasional constructive feedback, which is still valued but sometimes is done for different reasons, such as guests trying to gain something from the hotel. Every person is unique and forms their own opinions which we respect. In your case, many complaints that are completely out of the usual were stated in your review which really makes us question the validity of them. Overall, we appreciate your opinion, and wish you safe & happy travels.