path_well_trodden
Family · October 20252/10
Check-in:
We were informed that there’s a mandatory destination charge of $30 per day, which includes internet, gym facilities, and a $15 good credit per day. This charge wasn’t mentioned during the ...Check-in:
We were informed that there’s a mandatory destination charge of $30 per day, which includes internet, gym facilities, and a $15 good credit per day. This charge wasn’t mentioned during the redemption process or anywhere else, and there were no waivers.
After some pleading, they upgraded us to a “deluxe” room, but it was basically a rundown room. The room was clean, but the fixtures were old, and the washroom had a shower inside a bathtub with poor water flow.
The air conditioning didn’t seem to work. At 60F (the lowest setting), the room barely got cold. It was very disappointing! We placed a request for engineering to repair via the chat and we were never given feedback via chat if it had been fixed. The room remained warm.
We called the services and requested extra water bottles. We asked for three more bottles, but the lady on the phone curtly said she would “allow an exception” to send us two bottles. What a favour! And by the way, those bottles never arrived. Instead of calling them back and hearing their awful tone of voice, we decided to buy our own water.
We tried using the “chat” option on the Bonvoy app to communicate, but we were shocked to be addressed as “party.” I started to wonder how my wife, kid, and I (a group of three) could be considered a party. No courtesy was shown in addressing me as Mr. or using the word “family” instead of “party.” I wonder how this kind of vocabulary is approved by Marriott.
Breakfast experience:
First, unavailability of breakfast at the lounge on weekends was mentioned nowhere. We had to eat a set menu in the restaurant. Then, at the restaurant, we could only choose one item from the limited choices!
The executive lounge breakfast options were another sad story, but at least the staff there was great and always ready to help.
At the District restaurant, we were served by an inattentive, borderline rude, and standoffish server. He filled in coffee and disappeared for 10 minutes, then took our order and food arrived after another 15 minutes.
Bonvoy Elite guests had the option to choose their eggs, but when we requested an omelette, we were told that the only available options are scrambled, poached, fried, or boiled eggs. We also asked for chicken sausages, what arrived was hard and chewy, making them inedible. It was dark brown in colour, which made us doubt if it was really chicken. The server was never available for checking or feedback so I really do not know if I actually tasted pork. And I cannot touch pork for religious reasons. I am very concerned about this episode.
We ordered sourdough and wheat toast, but the order was served incorrectly. To make matters worse, no one bothered to check on us or ask if everything was okay.
For our child, we ordered blueberry pancakes, but they were poorly presented. There was no berry compote or fresh cream, which was disappointing. Again, no feedback taken.
Another disappointment was that the lounge was closed on Fridays and Saturdays during the evening hours.
Despite paying a high redemption rate, there is much more to be desired from this hotel, including its facilities and, most importantly, its hospitality.
Lastly, back to the “destination charge”- there was another $4 tax on that which was not mentioned on the piece of paper provided. I felt blindsided. I did not use the $15 credits on all days, I did not take the museum tickets, and using the internet being added to a $30 privilege? That is ridiculous!
And here’s the final kicker. I received an email from Clay Andrews (Hotel GM) 24 hours after the stay to ask if everything was ok with our stay. He was fishing to know if the Marriott survey should be sent to me! I can confidently say that because after providing him with the above feedback, the Marriott survey link never came in. Also it’s now been one week and 2 email follow ups have been done but no reply from Clay Andrews. Wow!!! This hotel has something ongoing, including rigged up reviews and ratings!Show More
