Where do I start - A stare down by a front desk representative (he gave his name as Eric) or him asking me rather rudely if I expected him to build be a suite in 10 minutes so I would be happy! Wow! some class!
Ours was a long anticipated & planned family reunion weekend (after 7 years). We were really looking forward to fun and relax. My sister is very organized and booked online over 2 months in advance for 2 two bedroom + den units. The three bedrooms and above were not available at the time of booking or when we visited (May 11th 2012). We followed up with a couple of phone calls and were told that they do not assign rooms till we show up. We showed up May 12th afternoon and Eric at the front desk was checking us in. He assigned us two units, one on each end of the isle (about 10 rooms apart)!!! I explained this was a family reunion and we prefer either a large suite or two closer units. He said that's how the floor plans were and there was nothing he could do. I asked why do they assign rooms so far apart even though they were under one booking and one person. He said it's common. He has not had complaints from anyone else so far and people are always happy. He went on to make a cocky statement "I am doing such a great job by giving you two units on the same floor. It could have been a lot worse". I had to remind him any feedback is primarily from the customer not from one's biased opinion. That's when i got a stare down. I did not want to ruin the vacation so I turned around and walked away. He kept engaging me by saying "Did you expect me to build you a custom suite in 10 minutes right next to one to make you happy?" I knew this conversation was getting very ugly so I asked for his manager. "There is no manager on site today!" was his rude response. I continued to keep my cool and asked him to write down his name, his manager's name and the time the manager would be in. He gave his manager's name as Natasha and his name as Eric. Since we were new to town, we had limited options, so we signed up ($647 for a 3 day stay per room).
The next morning Natasha called my room (without me prompting) and said she heard of the incident and offered to move us to the 4th floor. Natasha was extremely courteous and professional. We already started our planned activities so packing up our stuff and moving to a different floor very difficult given our extremely short and tight schedule. Natasha even offered to move the packed fridge to the new floor but all she asked us to do is pack our bags and the staff would move them. At the time we were ready for a hiking trip and it would be a good two hours to clear up and move and unpack, so we couldn't accept the offer. Other than that, the rooms were well kept, other staff were very courteous and helpful. Great location and good amenities. Natasha said she would address the issue of Eric's behaviour. The fact that a rouge employee / representative got this far in the employment / representation process baffles me. I hope they see value in being courteous and respectful to customers - after all this is a customer oriented business.
- Official Description (provided by the hotel):
- All-suite luxury condominium resort hotel nestled in the Canadian Rockies. 5-minute drive to Banff National Park. All suites incl. Full gourmet kitchen, fireplace, 42" & 32" HDTV’s, Ipod stereo, electronic safe, in Suite laundry & gas BBQ. Outdoor Heated pool, Hot Tub and Fitness Center. Available Wi-Fi and heated underground parking. Meeting, Banquet and Reception rooms available. Ridge Cafe (licenced)open daily serving up light meals, baked goods and specialty coffees. ... more less
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- Also Known As:
- Stoneridge Mountain Hotel Canmore