I'm a solo business traveler staying in Toronto one night, and I expected this to be your normal business style hotel based on their professed dedications to amenities and service. The amenities are pretty standard, there's a decent fitness room, the bed is nice, the decor is modern. I wasn't impressed with the service.
Check-in was slow, since the woman at the front desk handled several calls before handling the folks waiting at the desk. That actually didn't bother me much, but in hindsight it might be part and parcel with a customer experience culture they have. No, the part that bothered me was when I took a long bath; the manager and someone from the front desk ended up knocking on my door to ask me to stop in a most condescending manner. I definitely was having a bath at 10:30pm-11pm after a long day of traveling. Their jacuzzi was as loud as jacuzzis usually are, so instead of running that, I ran the water-only but I had to re-run it two or three times since the plug was faulty and the water kept draining.
Apparently, even that was loud, and the folks next door called downstairs; I'm totally fine with them having done that, since sleep at a hotel is important to me, too. What upset me was how the manager spoke to me. He was very accusatory (saying I was "running the jacuzzi over and over for more than an hour"--not true, but thanks for asking my side of it), and let me know in no uncertain terms how rude I was being; all the while, the front desk lady with him stood there gawping at me in a bathrobe with an unkind expression and arms folded across her chest. I was so taken aback that I couldn't even think of anything to say to them in the moment; I just informed them that I was done now, I let them finish telling me what they thought of my behavior, and then--finally--I got to shut the door. Of course, I didn't bring up the plumbing issues, which, for them, is a missed opportunity for them to figure out whether there was actually a problem there.
I realize this is just one interaction, but I was very unimpressed. I've been at other, better hotels that would have handled this better. (Here are some suggestions: Start with a phone call. It's possible I didn't hear the phone call, so in that case, here's my recommended script: "I'm sorry to bother you but we've had complaints that the bath has been loud and we've received complaints that it's disturbing your neighbors. Is there anything about the room or plumbing we need to be aware of? If not, may we suggest refraining from using the bath/jacuzzi in that case?") But to just come at me so accusatorially right out of the gate, with no apologies, when I opened the door in a bathrobe having just clearly gotten out of the bath? For a hotel that prides itself on service and amenities, that experience was poor enough to overshadow anything else. Too bad.
- Official Description (provided by the hotel):
- Amid the best dining, shopping and entertainment Toronto has to offer, sits the Pantages Hotel. Designed by world-renowned architect Moshe Safdie, the personality of the hotel is inspired by the Theatre focused neighbourhood. When traveling for business or leisure, guests can find all the very best that Canada’s largest metropolis presents. ... more less
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- Also Known As:
- Pantages Hotel Toronto