I’ve been staying at this hotel chain for over 10 years and have always enjoyed my experience, whether in the U.S. or Canada. It’s been my go-to choice for comfort and reliability.
However, over my past few stays, I’ve unfortunately noticed a decline in service quality and overall comfort. The issue isn’t with the buildings themselves, but rather with the aging furniture especially the mattresses and pillows, which are no longer comfortable. Each time my family and I leave, we experience back and neck pain. The sofa beds are also very worn out and clearly need to be replaced. I believe it’s time to update the furniture and improve customer service to maintain the standard that once made your hotels so dependable.
During our most recent stay, the fire alarm went off around 6:30 AM, waking everyone up. It stopped after about five minutes, but there was no explanation or apology from the hotel staff afterward, which was disappointing.
Then, when I went to check out, there was only one staff member working, even though it was during Stampede weekend, a very busy period. I wanted a printed copy of my invoice, but due to the long wait, I simply returned the room keys and asked for the invoice to be sent by email which I still haven’t received.