Poor service and ccommunications
Aug 25, 2025 Daouda B Ottawa, Ontario, Canada
The communication and service from this hotel are pretty bad.
Before checking in, I reached out twice using the chat function and spoke to a staff member about the reservation, to inform them that my mother would be checking in first and staying in the room, that I had already added her name on the reservation, and that I was reaching out to…
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The communication and service from this hotel are pretty bad.
Before checking in, I reached out twice using the chat function and spoke to a staff member about the reservation, to inform them that my mother would be checking in first and staying in the room, that I had already added her name on the reservation, and that I was reaching out to inquire if I needed to do anything or fill out any paperwork to ensure there are no payment issues when she arrives. In all these instances, the staff indicated I didn’t need to do anything, which I found surprising having had experience working in hotels in the past.
Sure enough when she arrived she was not able to check in and confusion ensued. I eventually managed to receive a credit card authorization form from someone after more back and forth.
I am concerned that despite my attempts at being proactive about this issue, it took 4 tries to get something so straightforward right. I can’t imagine situations where guests have to fill out a credit card authorization are a rare occurrence, and the hotel staff should be trained to give the right answers to simple questions like this the first time.
Furthermore, throughout and after the stay, the staff and management pretended to check on the stay and to want to make things right but they do not respond nor engage when issues are pointed out to them, which makes me think this is performative and they do not actually care about guests’ experience. I have been in communication with three persons from the hotel, all of whom abruptly stopped engaging when issues were pointed out. There is zero accountability. They will probably respond in the same performative way to this review.
As a Hilton Honors elite member, I can't imagine these are the standards the hotel aspires to and do not plan to be back.
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