My bf and I had a rough weekend, we decided to find a hotel around the golden horseshoe for the night on Saturday and just decided to stay at Holiday Inn as it was bit late and we didn't want to wander around the highway. He requested a non-smoking room upon check-in and quiet floor as we had alot going on. The reception told us the hotel has converted into non-smoking hotel last year but 5th floor (where we stayed) has never been a smoking floor, so we were happy and she even gave us the corner suite so we thought that would be more quiet for us. HOWEVER, as soon as we walked in the room, the air conditioning was on and the room is so cold (it's at least -7 that night with high wind warning), so I rushed to turn the heat on immediately and realized the room smelled like a smoking room. We know for sure someone has been smoking in there before. Then as we were settling down, we found few pretty big spiders, ladybug and flies in the room. It was beyond midnight so we just decided to leave things as it is. We both got waken up around 5:00 a.m. in the morning with some people yelling and partying in the hallway. My boyfriend had to call the front desk for complaints and the front desk told us the polices were just there for the same group of people. Luckily for us, they came to the floor and got those people within the next 20 minutes.
The next morning when we checked out, we addressed our complaints to the front desk and she didn't seem to care but kept asking us to add up how much we have drunk through the mini bar. Knowing we didnt even have a calculator, she even asked us to do the taxes and printed it on the paper. I thought that shouldnt be the service she should be given to guests when she had a computer in front of her that she could input the math.
Honestly we were quite a disappointed experience and we aren't sure we want to stay at a Holiday Inn again.
Room Tip: Even when the hotel labelled a "non-smoking" floor, it is always better to check the room...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
3 February 2012
Dear Trip Advisor contributor MaiCho and customer of Holiday Inn Oakville @ Bronte.
I appreciate you taking the time to write a review on your recent stay with us on Trip Advisor.
I apologize for not meeting your quality and service expectations while staying with us. We constantly strive to provide exceptional service and value to all our customers and on this occasion it seems we have let you down.
I can assure you that the hotel is 100 % non-smoking and the 5th floor has never been a smoking floor. In fact we have stiff penalties for customers that smoke in our rooms by charging an additional $150.00 in order to recover the costs of the deep cleaning and steaming process required to eliminate the odor of smoke.
I apologize for not having the room ready to your temperature liking and will ensure we are more diligent about re-setting the thermostats after every guest check-out.
You are correct in stating that the front desk employee should calculate your Mini-Bar expense, all we require is the completed list with the items checked off so they can be entered in the computer. Once again
I apologize for not meeting your expectations and I encourage you to contact me directly so that I may personally speak to you and have the opportunity to welcome you back with some added ammenities to make your experience a memorable one.
Once again, thank-you for your feedback, as this provides us the opportunity to evaluate our current process and allows us to improve. Hope to hear from you soon.
Kind Regards
Marcelo Tomazo
General Manager
905-847-1000 ext 6106 or via e-mail at marcelo.tomazo@whg.com
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC