This hotel experience was beyond disappointing. Despite an emergency, my wife was refused check-in because I couldn't be there personally, even though she had my passport and all necessary documents. No reasonable alternatives were accepted by “Joy” (ironic?), despite my wife feeling unwell. I had to excuse myself from an important meeting and endure a 30-minute Uber ride each way just to get her into the room to rest. The staff’s lack of compassion, especially after learning about her recent loss of her brother and urgent need to rest, was shocking. Joy’s manager’s justification to me? She could have been a criminal that had stolen my documents, hacked my email and impersonated my voice just to get into my room. Racism? Sexism? You tell me. No apologies… nothing.
To make matters worse, the promised $30 food/beverage credit turned out to be a deceitful scheme. It was never applied to food purchases, instead, it was used to offset another dubious daily fee. Food quality at breakfast was also disappointing.
This lack of transparency and empathy is unacceptable, especially in a so-called "high end" hotel. Save yourself the trouble and stay at the Fairmont instead, where you'll find superior service, honesty in billing and LeLabo toiletries.