Our family stayed at the hotel because we were attending the Canadian Grand National BMX Races with our sons. I had booked the room months ago on line and was sent a receipt via email, which I printed off and took with me on this trip! When we arrived we had been placed in a room that stunk like stale smoke, (even though I had booked a non-smoking unit), and the room had an overwhelming stench of algea and mold!!!! I went to the front desk to advise the staff that the room smelled as though the carpet had been shampooed and then the room locked up tight! I got the reply, "That's not a room we have ever had a complaint about before." There was absolutely no effort made on behalf of the staff to ventilate it or to give us another room! We had to leave the window open and the air conditioner on the entire time we were there! There were also no extra blankets in the room and our towels and linens were never changed. In fact, the wet towels were removed from our room and never replaced! I had to go to the front desk all three days and ask for towels, shampoo and soap! The room was also a kitchenette, and no dish soap was supplied! How disgusting is that!
When our friend checked out a day prior to us leaving, she came to me and said, "They wouldn't honour the online reservation prices! I had to pay the full-rate!" So, being the organized person that I am, I took my printed email receipt to the front desk when we checked out today, and sure enough, they were charging us almost $20 a night more than we had booked the room for! The desk clerk wouldn't change the price, so I showed her the receipt. She still wouldn't honour it, but after strongly encouraging her to do so, she finally did charge me the price that I was quoted!
Overall, the staff was unfriendly and uncaring. They were there for the paycheque, not for hospitality and certainly none of them would go an extra step to make our stay pleasant! The desk clerk never even said hello, good-bye or thankyou once to anyone in our family.
The pantry restaurant that is attached has also got below mediocre service and I found that I was resenting leaving tips for any of the service that our family received over this holiday weekend.
We are not hard-to-please people, but a smile and a kind word does go a long way with us, and none of that was to be had by any of the staff in either the hotel or the restaurant!
That is the first and last time that our family will ever darken their doorway!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC