We arrived at the Pantages hotel on a Friday evening by car. There was no free space to leave our car so we had to double park while we waited about 20 minutes for a valet to come and park our car for us. When we finally checked in, we found our completely filthy. It was covered in dust with bits of debris scattered all over the carpet. The staff was understanding and accomadating at this point and assigned us a new room which was satisfactory. Everything was fine up until the following night when we returned by car to the hotel at around 11:15 pm, and again, there was no valet. This was surprising considering the hotel charges an outrageous 30$ per night for parking. Again, there were cars in the small driveway which left no place to leave the car so while my boyfriend double parked I went inside to talk to the front desk to request someone to come out to park the car. The man at the desk barely loked up and told me the valet goes home at 11 pm. He rudely told me to leave my car where it was and someone would eventually move it. I told him that I was double parked and I was not comfortable leaving the car where it was. He then SNAPPED at me - barking sarcastically "that's why we have a driveway". I couldn't believe how rude it was. When I told him that there were cars occupying all the spaces, he didn't seem to care, and told me to park the car accross the street until someone could come out. This hotel is in a dangerous area of downtown Toronto, and I was not about to leave the car unattended for an undetermined amount of time - he got very annoyed, threw a ticket at me and with a raised voice finally agreed to park my car. He came outside and by this point, there was a free spot in the driveway so my boyfriend had just pulled in. He looked at me and accused me of lying about being double parked!
It took all that I had inside of me to keep calm because my blood was boiling. When my boyfriend asked him if there was a problem, he was equally as rude to him. He threw us a card for the general manager and told us to talk to him if we were unhappy. We certainly plan on doing just that, but I'm not sure it will accomplish anything.
I travel a great deal for business, and I could honestly say that I have never been treated like this at any hotel. Ever. This ruined our stay. I never write in to post reviews on websites like this, but I felt as if customer service like this should never be experienced by anyone. There were other staff who were very friendly and helpful. It is a real shame that the behavior of one person (compounded with the hotel's parking policy) could erase the hard work of the other hard working staff members.
- Official Description (provided by the hotel):
- Amid the best dining, shopping and entertainment Toronto has to offer, sits the Pantages Hotel. Designed by world-renowned architect Moshe Safdie, the personality of the hotel is inspired by the Theatre focused neighbourhood. When traveling for business or leisure, guests can find all the very best that Canada’s largest metropolis presents. ... more less
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- Also Known As:
- Pantages Hotel Toronto