I've traveled a bit, but this is the first time that I ever wrote a review, and a long one, bear with me.
This was my 2nd time staying at Monte Carlo inn at Warden ,which is close to our Canadian office. Last year's stay was uneventful, it's clean, convenient location and a good price for its value. Yet true values of a hotel or rather of hotel's management surface when accident happens, which exemplified by my 2nd stay last month from 6/16-6/18. On June 17th, after a full day meetings and a late dinner, it was almost 11pm when I got near Warden area. For some reason, all the roads leading to the hotel was blocked, yellow tapes everywhere, the whole area was completely dark, the hotel in the distance was similar to a ghost castle. My old GPS took me round and round for almost an hour, just couldn't get close to the hotel. Police car's lights blinking in the distance, couldn't find anyone who could tell me what happened, whether the hotel was open for business. I parked the car outside one taping road block and walked 300meters to find someone working in the darkness: apparently the lighting hit several power poles in the day time, broken powerlines scattering on warden ave since 6pm, cars hit by the poles too. Failed to find way to the hotel parking lot (next day my coworker told me there's a dirt road leading to the back of the parking lot, which obviously was not shown via my GPS), I had to find a parking space in a shopping plaza 1 mile away, walked in my heels in the dark back to hotel, carefully avoiding stepping on the lying powerlines. no electricity, no hot water, a few front desk employees lit candles and use flash lights to lead customers to their rooms and rest rooms. The employees were apologetic, even if it's not their fault. I threw myself to bed without taking a cold shower, but hit myself by the bathtub : remember bathroom is the darkest place without electricity. The next morning (6/18) the free breakfast was provided even if the power was not up yet. I was supposed to stay for another night, I decided I need a shower and can't stay in a hotel without electricity for another night. Even if I got into my room at 6pm, the employee informed the manager that I wanted to check out and need their help to find a room for me. The young handsome manager told me right away that they won't charge me for the night, told me all the hotels nearby were booked. After he found out that I would have an early morning flight next morning, he picked up the phone right away and booked me a spa suite at its airport franchise for the same rate I would pay at his hotel for a regular room. Then he walked me to the parking lot while we chatted. I was very impressed with his confidence and capability in dealing with emergencies. He became a manager when he was 22 (to be in charge of hotel), he liked IT. He was able to get the phone IP up during the day via the power from the in house generator. He help customers to find rooms else where, truly making people feel home away from home. I could tell he's the heart and sole of the hotel which he manages, and his people trust him. Today I was informed by our Canadian office that the hotel also refund our first night stay (the one without electricity). I told him the owner is lucky to have him as the manager, someone is fully empowered to make decision and capable to make any decision that makes customer happy. A hotel's value is always better represented by its "software" (people, service) than hardware. Five star hotel's service coming from training, but sometimes the politeness and smile associated with the expectation of tips; a boutique hotel's service such as Monte Carlo Inn (Warden) makes you feel that they really care, and the smile and apologies are from their hearts.
I definitely recommend it and I will stay there again next time I am in Toronto. Thanks, Shaharyar (I believe that's the manager's name), for making a disaster a service triumph.