Rated 4.0 out of 5 by 249
Rated 5.0 out of 5.0 by barecat. Comfort
Best pillows and great food for the money. Room service timely.
March 30, 2015
Rated 5.0 out of 5.0 by KWStan Great Service
The staff were very helpful in making sure everything for my stay was perfect, I held a three day seminar and there were no issues.
March 28, 2015
Rated 3.0 out of 5.0 by moduline1 Meh... Could have been WAY better
I want to start off by saying that I am an Platinum Amassador and stay at least 60 nights in Calgary per year and over 120 nights overall on the road at different hotels. Every year I give this hotel a try because I love it's location and every year I say I won't go back. For 5 years in a row and after a major renovation this hotel STILL does not know how to treat it's most valued guests. Here is my honest review and I really wanted to love this hotel and make it my regular stay but the other hotels take such good care of me and quite frankly you didn't earn my loyalty
Plenty of parking available when I stayed and not a long walk to the lobby, I was very happy and felt me vehicle was secure.
The lobby is not large but totally stunning and spotless, lots of polished marble etc. When I checked in there were 3 lovely ladies behind the counter and no one else in the lobby.
Guest Relations #1 was too busy texting so no eye contact or greeting
Guest Relations #2 was frowing at the computer screen so no eye contact or greeting
Guest Relations #3 was busy with a guest on the phone, obviously she was the only busy one.
That first couple of minutes when a guest enters the hotel lobby is the only chance you get to make a good FIRST impression and this hotel failed. I stood there for 90 seconds before one guest relations person had the time to welcome me, remember I was the only guest in that lobby.
Check in was cold but effecient, No Welcome Back, no recognition of platinum status, no up grade, no bottle of water no breakfast discount NO NOTHING for there #1 customers. Yes Mr GM you were off to a VERY bad start. Would have been so nice to have had a warm welcome after a day doing business by someone who genuinely knows where there pay check comes from, which is there guests.
Spotless, recently updated, large flat screen TV, very confortable room and bed, linens and towles were of a very good quality and lots of coffee and tea. I found the room decor to be very nice and really felt comfortable. I did go on line to see if there were any better rooms available and the next level up to me was a room with jacuzzi but I was not offered an upgarde like every other HI or HIX in Calgary, shame on you for your greed HI Calgary Airport!
Slow, Slow Slow...slowest internet I have had in any hotel this year, impossible to do any business, this is a deal breaker in itself.
I was warmly welcomed and service was attentive. Newly remodled and done very nicley with many big screen TVs and very comfortable but it did also have a cold feeling which made most people I saw move to another venue for dinner and drinks. Food and menu was ok, not great but it worked good for me. Again I had very good service, but no warmth and very sterile atmosphere.
Bill under door as usual and room charge was correct. I was very impressed with leaving the lobby @ 6am, both night clerks were warm and wished be a great day with eye contact (thank you and get them to train the afternoon staff) , the globe & mail was readily availble and the best touch was a big pot of good coffee available for guests checking out. Good job in the morning everyone!
If you had of warmly greeted me and given me my platinum benefits that HI says I deserve you would have gained 50 nights, now the other Hotels get them.
A final note is customer service is a top down process, if the top management is BIG on the customer experience it will flow down to all the staff! Check In staff have to be engaged and in this case it was a failure which is a direct reflection on top management IMO.
March 28, 2015