Went to the Hotel with family from out of province. Had read positive reviews for the most part and took the bad ones as one off experiences.
Check in was a positive experience as we had 3 rooms. Once we went into the rooms we found two to be large and comfortable. The bathroom in one had a lingering smell but didn't get an opportunity to bring this to the attention of the front desk.
Our issue was with the third room. Walking into the room was like a sauna. It was uncomfortably hot. We spoke to the front desk and was advised they would look into it. We rested in the other two rooms for a while and revisited the third room and noted no change in the temperature. Spoke to the front desk and was reassured the AC was on but would take time to cool the room.... So we went sight seeing.
On arriving back to the room about 3 hours later (now approximately 11pm) - the heat in this third room was still unreasonably warm compared to the other rooms. Having young kids with us we approached the front desk and was advised that the hotel was full and they could not provide us with another room. We again voiced our displeasure as for the price, working AC is something we expect.
The lady at the front desk brought in another lady; who, I assume is the manager as she didn't formally introduce herself. From the get go she was extremely confrontational and had an "I don't care - take it or leave it" attitude. Her explanation was that the AC was working but it's hot outside which, we probably would have bought if the other two rooms were as hot. She essentially said good luck finding another hotel as there is a festival going on in the city.
She also initially refused a refund on the room after saying there
Was nothing she could donto hel us. After sometime stated we could talk to the place where we booked; however, she could not do the refund. If she had said this up front instead off flat of declining it would have been nice.
Luckily the booking site offered us a full refund on all three rooms. Upset that our family trip had such a damper on it and the lack of other rooms; we simply left Quebec City at 12am with 3 kids under the age of two with us.
I have stayed at other hotels were things have not always been 100% but have never had such poor service when trying to resolve the situation. Not impressed at all.
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- Also Known As:
- Hotel Royal William Quebec/Quebec City