2 Families travelling to Toronto for 3 nights........

2 Families travelling to Toronto for 3 nights.....
Here was our experience!
- booked 2 rooms last Thursday under a friends name, requested rooms near one another and a pet free room as 3 out of the 8 travellers have severe pet allergies and respiratory issues. We were told there were pet free floors so we asked to be on one of those floors.
- Arrived at 4:30 (check in time is 3pm)and rooms we not ready. We were told that there were no pet free floors or rooms and that the rooms were taking longer due to the fact that they needed to be deep-cleaned. Had we known this in advance, we would not have booked this hotel.
- We were told we would not be charged for parking due to the inconvenience of having 4 children and no where to put our bags.
- That evening, breathing became difficult and needed to take asthma puffers several times. Others in the other room also experienced difficulties with their allergies.
- The next morning, we reported this to the front desk and were told that there was nothing they could do as the rooms had been deep cleaned. I inquired as to what a deep clean entailed the woman at the counter said a really good cleaning including duvet covers and the couch fabrics and carpets shampooed....this made no sense as the carpets and couch were not wet when we got into the room.
- Also, there was food under the couch and hairs in the washroom?? Deep clean??
- She basically told us we were welcome to go to another hotel.
- Since we were two families and the room set up was perfect and we had a full schedule for the trip, we decided to try to tough it out.
- The shower in our friends room also needed to be repaired as they had no water pressure upon arrival.
- The next day, I had to call my doctor and have a script called in to a nearby drugstore for a new puffer as I had emptied it the night before.
- At check out, my friend complained about the whole pet-allergy ordeal, and the manager gave her a $75 credit on her bill. The manager told her that the need for a deep clean was missed and that the rooms weren t really given a full deep clean as they just noticed the note on our reservation when we arrived. She apologized for the inconvenience.
- Expecting a similar outcome for our room, my husband went to check out expressed our concerns and disappointment. He was told there was nothing they could do.
- I was confused so I went to the front desk myself and asked to speak to Katherine the manager. Assuming she understood the situation well, I figured she would apply the credit to our bill as well.
- At first she refused to speak to me as the reservation wasn t under my name. I told her at check-in, two separate credit cards under 2 different names were given so they are separate reservations. She checked this in the computer and then decided she could speak to me.
- First, she tried to tell me that it was our fault the rooms were late because we wanted rooms near each other. Second, she told me that only one of the rooms had pet allergies on the reservation which is false because at check in, the woman behind the desk knew both rooms needed to be deep-cleaned. Third she told me that since she already compensated my friends bill, she could not compensate mine. Then she basically told me to call head office if I had a problem with it. This was not the reaction I was expecting as she seemed helpful to my friend. Maybe she didn t like my face or my tone, but I was upset and frustrated as I hadn t slept properly in 3 nights.
- Worst hotel experience I have ever had in all my 43 years. I wasn t looking for a free ride, just wanting someone to understand the situation for what it was and be able to rectify this problem for future guests.