Went to the hotel for a relaxing anniversary weekend. When we got there on the Friday afternoon they told us the spa treatments we had booked in for were not available. They had no record of it despite the fact we booked six weeks in advance.
Friday evenings dinner was not great at all - Overcooked and a rushed three course meal.
On the Saturday morning at 2.30am the fire alarm went off then once more about an hour later. Utterly exhausted we slept through breakfast. When we finally got up I repeatedly tried to find out what had caused the problem. Every time I asked the staff just shrugged their shoulders and said, "I don't know".
No announcements were made, no reassurances were given that the situation was under control until I finally managed to speak with the manager about 12 hours later.
Feeling incredibly anxious the entire day, coupled with our sense of being made to feel unimportant, we went back to our room on the Saturday evening after a better dinner, settled into bed and the alarm went off yet again. Completely stressed out at this point we decided to cut our losses, check out there and then and find a better hotel, which we did. This was at 10pm in the evening.
Lodged an official complaint with Crerar hotels and wasn't at all satisfied with the response I was given. We were offered a discounted rate...Went to the hotel for a relaxing anniversary weekend. When we got there on the Friday afternoon they told us the spa treatments we had booked in for were not available. They had no record of it despite the fact we booked six weeks in advance.
Friday evenings dinner was not great at all - Overcooked and a rushed three course meal.
On the Saturday morning at 2.30am the fire alarm went off then once more about an hour later. Utterly exhausted we slept through breakfast. When we finally got up I repeatedly tried to find out what had caused the problem. Every time I asked the staff just shrugged their shoulders and said, "I don't know".
No announcements were made, no reassurances were given that the situation was under control until I finally managed to speak with the manager about 12 hours later.
Feeling incredibly anxious the entire day, coupled with our sense of being made to feel unimportant, we went back to our room on the Saturday evening after a better dinner, settled into bed and the alarm went off yet again. Completely stressed out at this point we decided to cut our losses, check out there and then and find a better hotel, which we did. This was at 10pm in the evening.
Lodged an official complaint with Crerar hotels and wasn't at all satisfied with the response I was given. We were offered a discounted rate and a free spa treatment if we wanted to come back. Given the distance travelled and having absolutely no confidence in the hotel or the staff I didn't feel that was acceptable compensation for a ruined weekend.
In response to the complaint I was told that the situation had been, "handled correctly". That about sums up their attitude towards customers if you ask me.
I replied to the offer made telling them that I was not satisfied. That was two weeks ago and I'm still awaiting a response. Indifference is the word that springs to mind.
A totally spoiled anniversary weekend. I've never reviewed a hotel in my life before but felt so strongly about the way we were treated that I had to say something here.
The girl in the spa was lovely though. Shame about everything else.
In short, avoid!More
Show less
