July 2007 — " When choosing a Hotel to accommodate me on a business trip, like many others I researched the different Hotels in Calgary on the internet. Having done quite a lot of business on the internet and building websites for various companies I decided to stay with the Major named hotels thinking that I would be safe. I chose the Quality Inn at an area called "Motel Village" mainly because the Website they have is far ahead of their competition. That was my first mistake!
My main concern was that I had High Speed Internet service in my room because I was on business and because my business is largely Internet driven this was my number 1 concern. I even called to verify that this service was available and was assured that it was available anywhere in the hotel and if I had a laptop with a wireless network card in it I would have no issues whatsoever. Mistake #2!
Since I was assured that the Internet connection would not be a problem I decided that if I was going to work during most of my spare time I would upgrade my room so that I could be comfortable, not only that but maybe before or after a long day maybe use the Spa for a massage or jump in the pool and whirlpool to relax. Mistake 3!
As you can tell I was not impressed or satisfied with my choice or the services that were portrayed either on the Website or by the personnel. When I presented my major problem, no internet access, I was told that the internet was available in the lobby and there were no Internet Bridges available at the time to provide me with a quick fix in my room. So there I was sitting in the lobby area for 2 days with my laptop and VERY SLOW internet access at best and my paperwork spread out over 2 tables.
On top of this the pool area is right next to the area I was camped out at and it was a very busy pool at that. For a small pool, they sure do pack a lot of kids in it! I'm happy to see kids having such a good time with their Parents close by, but it’s not conducive for calling customers to try to make a sale (so much for the upgrade and comfort and privacy of a nice big room!).
After the 3rd day I got a little upset after another 11 hour day of training I demanded to speak with a manager. After waiting 15 to 20 minutes this gentleman arrived and knew exactly what I was so upset about (smart to research why I may be upset) he assured me he would be able to find the magic solution to my problem, the valued Wireless Bridge! Within 15 minutes a knock on my door and like magic the Bridge was there. He explained to me that many of the cleaning staff did not know what this device was and usually put them in the Lost and Found when a guest would check out and they came across it.
Well I figured that I was set for the next 2 days and would be able to work in the comfort of my room, make a couple of sales and things would end up ok. Mistake 4!
Believe it or not, this magic solution barely allowed me to get my email let alone surf the web. This was no surprise in retrospect, because even when I was in the hallowed Lobby area where Everyone had access wirelessly, I was barely able to get access there too! Now, don't get me wrong but I did see they had a Business Center which was a room about 4' by 6' AND $10 per day.
I did use this facility on my last night to print my Boarding pass and noticed that this is where a direct connection to the internet existed and boy did that move along! This tells me that the problem was with their equipment and not the Internet connection, if the connection was down or intermittent then the computer in the Business center would be as slow as the connection in the lobby or my room.
I wonder why no one offered that as a solution to me on my first complaint?
Or was it just that I was considered a bothersome Yank who would be gone in a few days and out of their hair?
You may be thinking, at least he was able to get a Massage or soak in the Whirlpool after those long days? WRONG! Although there was what looked like a Spa facility on the mezzanine, but no one was working during the hours I was around, which was ok because I don't expect everyone to open during the crazy hours I kept. Also, the Whirlpool was broke! As long as I wanted to soak, I was fine but I could do that in the Bathtub.
Oh wait, that brings up the Upgraded room, WRONG AGAIN. As long as you don't mind bathing with crickets or other crawling bugs you're covered. Also a problem with the toilet didn't help matters either (it only had to happen once to realize that standing over the toilet and holding the handle in a downward position was necessary unless I wanted a surprise on the next trip). And with the attention I got at the front desk I certainly didn't want to push it with the maintenance staff, so I figured I would notify the front desk upon checkout.
Now, if you've read this far you may be wondering if I notified the manager of my dissatisfaction upon check out. Well I tried, but as I checked out around 9:00 am I was told the manager would not be in for approximately 90 minutes. I told them I refused to pay before I spoke with someone, however they didn't care if I had a plane to catch or a meeting to make, as a matter of fact they had no answer for me at all! So if I had to leave at that point, I would have to sign or they would just put it on the Credit Card on file. So I made a point to leave a note on the bill of my dissatisfaction and requested that the Manager call me. Six days passed and I finally called the Manager myself and left a message as she was not available. She did call me back rather quickly and commented when I said I requested a call back that she did not receive my message but upon closer review noted that my comments that I wrote on my bill were there. She promised to look into my complaints and the next point of contact was via email with a long diatribe (not as bad as this review, but close) with a promise of a "Discount" on my next visit. I'm sorry but I could not afford to risk staying there if I were to return to Calgary.
Now if I was paying $59 per night for a room I would not complain, but I paid well over $170 per night (after taxes and other fees that are adding in almost everywhere you stay) and expected much more not only for the price I paid but also when I looked at that website I thought I was staying at a high class Hotel, WRONG AGIAN!
So this finally concludes my review of the Quality Inn – University at 2359 Banff Trail N.W. in Calgary, Alberta, Canada and the reason for my title of The Prince that turned into a Frog is because the website painted such a wonderful picture but when I stayed there it definitely turned into a Frog!
Thanks for reading this and if you are traveling to Calgary, think twice as to where you stay!"
Management Response:
"To Whom it Concern:
I would like to respond to the following compaint in regards to Mr. Kuhn's Stay at our Hotel.
I'm concerned about the problems he experienced at our hotel during his recent visit, and would like to thank him for taking the time to bring the matters to my attention via the phone and through email. We accommodate many guests each evening, and the principal goal of our hotel is to provide dependable service to each at a reasonable price. Consequently, it's disappointing to learn that he was unhappy.
A hotel is defined by the quality of service that it provides to its guests. Because our success is measured by how our guests evaluate our services and facilities, I want him to know that the comments we receive are taken seriously. His willingness to share his recent experience is genuinely appreciated.
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Description
The Quality Inn University, located in Calgary's Motel Village, provides guests with uncompromising service coupled with exceptional value. Amenities include a large indoor heated swimming pool, a hot tub, a fitness centre, a steam room, coin laundry facilities, a poolside restaurant, a lounge and full banquet facilities. All guest rooms are non-smoking and include small fridges, microwaves, coffee makers, hairdryers, irons and boards, alarm clock radios, high-speed Internet access, working desks and much more. Every morning guests can dine on the complimentary continental breakfast bar. Centrally located near the LRT, downtown, the U of C, S.A.I.T., football and baseball stadiums, the Calgary Stampede and shopping. Only one hour from Banff National Park.
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Description
