Complaints

• Initial Complaint

  25/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  LOCKED MY WIFE AND 2 MONTH OLD CHILD OUT OF THE ROOM WITH THEIR BELONGINGS INSIDE.We booked 3 nights in this hotel, when we checked in I noticed they only had us booked for 2 nights. I told the clerk that we were booked for 3. I had to force her to check the system, and she found oh yes you are booked for 3 nights. She told us not to worry, she would have the manager fix it in the morning and nothing else needed to be done.We went about our business for that night and the next.Came back to the room on our 3rd night and the key wouldnt work. I went to the front desk, and asked them to fix our keys. The guy working the desk said that we had a separate reservation for tonight. I told him that we booked all 3 nights at the same time from the hotel call center, and Im not sure why his system was like that.He wanted to charge us again for the room, and security deposit. I told him no, that the room was paid for and we had already paid the security deposit. I even showed him on my phone the payments on my credit card.I told him my wife and infant child are waiting outside the room with all the baby items in the room as we had already stayed 2 nights, to go open the door for them while we figure this out.HE REFUSED!!! to let them into the room, even though we had already paid for it. So my wife and child is now forced to wait outside the room.WHAT KIND OF SERVICE IS THAT???He would not let us into the room until we paid for it AGAIN..so now we have paid for this room TWICE and security deposit TWICE.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  It started off fine the front of house was nice and got us checked in, was caught of guard with the excessive room deposit of $500 which is for locals. Not the normal $200 they usually charge.Anyway we checked in the room was nice to begin with, we booked the king suite with spa/jacuzzi and kitchenette through priceline on Aug 4th to 5th one night for me and my wife as we stopped in medicine hat.We checked in around 440pm, we dropped our bags off then went for dinner, we came back and wanted to use the jacuzzi, the main reason for the room. The Jacuzzi didn't work was presenting error code E06, I got the front desk again was nice he got maintainance person to the room who was in the room for about 45min to 1hr by the time he left the jacuzzi had no power and he couldn't get it working.We were offered a change of room, to a cheaper room as they had no other jacuzzi rooms which would of been perfectly fine, but this is we're it took a turn. They wanted to downgrade us, but didn't offer a partial refund or compensation for the downgrade, which would be a basic expectation of any guest if you don't get what you pay for and are put into a cheaper room you expect a partial refund as it's not what you paid for, well there is NO manager on call, you have to email ************************************ I was advised that no manager was available to discuss this on that day when I asked if he'd be there the next day, they weren't sure. The manager is also the owner of 3 other locations in medicine hat. We ended up checking out and getting our $500 deposit back and went to another hotel that had fully functioning services.I sent 2 emails, that was since August 4th 2024, not a single reply, no refund offered, no apology for the room issues, no partial refund offered. They have stolen our money and was unable to provide service we paid for.

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