No Netflix. No movie selection to purchase. No sports channel on TV. No soap bar refurbished during a 3 night stay. No still water in the refrigerator (only sparkling water). A 3-star rating is generous considering no, no, no, no, and no! Not a single extra towel.
Thank you for taking the time to share your feedback. We're pleased to hear you found our facility impressive, but we're truly sorry to learn that your experience did not meet your expectations.
We apologise for the inconvenience caused by the absence of Netflix, movie selection, and sports channels on the TV. Your feedback is valuable, and we are considering updates to our entertainment options to enhance our guests' experience.
Regarding the replenishment of soap and the provision of still water, we regret these oversights during your stay. We strive to ensure our rooms are stocked and serviced to meet our guests' needs, and it seems we fell short in this instance. This has been brought to the attention of our housekeeping team to prevent such issues in the future.
Lastly, we’re sorry to hear you didn't receive extra towels. Our team is always ready to provide additional amenities upon request, and we apologize if this was not communicated clearly.
Your feedback is crucial for us to improve, and we hope you’ll consider staying with us again to experience the enhancements we make based on your comments.
Best Regards
Jen
TLDR:
It’s in a great location, the staff are superb, but I’m not 100% sure what extra you’re getting *room wise*, versus the nearby Moxy (although the pillows are much nicer than the Moxy!) Perhaps I had set my expectations too high compared to previous AC Hotels. That said, considering the whole experience, and the location it is an easy 4/5.
The Good;
Located a hop, skip and a jump from Queen Street Station. Handily when exiting the front of the station if you turn left you can see the name of the hotel clearly on the side of the hotel.
Ellie at check in was super friendly. Really helpful and goes above and beyond on every guest interaction I saw, including us. All our staff interactions were brilliant.
A large table in the room with two proper chairs! As well as a slim line desk with lamp. Great stuff - the chairs were incredibly comfortable.
The rain shower was great. As a tip, you need to push the button and twist the dial backwards to activate the ceiling rain shower, as the default is the regular shower head.
Incredibly large TV. Probably biggest I’ve seen in a hotel - beating the last TV I said that for, ha.
Good selection of Tea & Coffee - with the coffee being a nespresso machine.
Bed was comfortable, as were the pillows - a rarity these days!
The general set up downstairs was lovely with lots of seating etc, a bar named ‘Hazel’ - behind here is where breakfast is served too.
The Not So Good;
Lifts are *tiny* 2 people in them feels like a squeeze, 3 is claustrophobic, 4 is torture. Capacity, 8 😨 Also when you get in on the ground floor they proudly shout “LIFT GOING DOWN!” every time adding an extra level of stress to proceedings *and* the mobile keys don’t work in them seemingly.
The toilet wasn’t especially good at flushing…
Yet another hotel with semi opaque glass doors for the bathroom to frustrate whomever is left in bed for any middle of the night visits.
There doesn’t appear to be much ventilation occurring with the A/C, it feels more like recirculating the existing air as the air felt quite stale/stuffy at times, but about 6.30am it suddenly got better.
The curtains don’t quite close, no matter how hard you try, so you’re left with a slit of light, perpendicular to your head in bed. But that’s ok, you can turn over… nope, an inexplicable and otherwise unusable thin mirror is on the opposite side of the bed, projecting the light on both sides.
The Weird;
The main table in the room, as mentioned before whilst usefully comes with 2 chairs, has a brass top with now permanent cup rings on the top, again like the glass bathroom doors and the curtain mirror combo, I do think often hotel room designers have never stayed in a hotel before.
The bathroom was a little smaller than I’m used to at an AC hotel.
Everything else;
2 bars on Vodafone. But data was decent enough.
Windows, unsurprisingly, do not open.
In conclusion;
Perhaps I had set my expectations too high compared to previous AC Hotels - but it’s a perfectly pleasant hotel, and the location is second to none. I would come again, but perhaps only during the darker winter months!
Dear HiggerTor,
Thank you for taking the time to provide such detailed feedback. We’re delighted to hear that you enjoyed our prime location and had positive interactions with our staff, particularly Ellie. It’s great to know that the room amenities, including the rain shower, large TV, and comfortable seating, met your expectations.
We appreciate your constructive criticism regarding the lifts, bathroom design, and A/C ventilation. Your insights are invaluable for us to make necessary improvements. We're sorry for any inconvenience these issues may have caused during your stay.
Thank you for your balanced review and for highlighting both the positive aspects and areas for improvement. We hope to welcome you back in the future and provide an even better experience.
Best Regards
Jen
Nice new hotel, centrally located which is great. Quick check in and room was easy. Room nice and modern and clean. BUT - walls are quite thin and it’s never nice to hear someone else doing a pee in another room!!! A bit noisy for me from internal noise, corridor etc - no noise from the outside. Didn’t eat in the hotel so cannot comment on that. But I’d stay again, due to location and ease.
Dear lovegoodservice1,
Thank you for taking the time to share your feedback. We are pleased to hear that you appreciated our central location, the ease of check-in, and the cleanliness and modernity of our rooms.
We apologise for the noise issues you encountered during your stay. Your comments regarding the thin walls and internal noise have been noted, and we will work on improvements to enhance our guests' comfort and privacy.
We hope to have the chance to welcome you back soon!
Jen
Pluses:
1. Centrally located
2. generally very clean.
3. Extremely helpful and pleasant 21 yr old man at the front desk
I had these problems:
1. they have nothing in your room to tell you the breakfast hours, the check out time, hotel amenities, etc.
2. No printed instructions in your room on how to change the thermostat.
It is difficult to figure out the heat / air conditioning because the thermostat is at at knee level not at eye Level!
I finally realized that was because they talked me into taking an accessible room because there was no other rooms available when I checked in, in the early AM. ( I had a reservation but check in time was much later than when I arrived and they were kind enough to offer me this room so I didn’t have to leave my stuff and come back.)
After feeling frustrated with the thermostat at knee level & no printed instructions for how to control the thermostat, it dawned on me that a knee Level thermostat is for someone in a wheelchair, which, of course, works well for someone in a wheelchair, but was difficult for a standing person to see. The room was freezing because it was set for AIR CONDITIONER and it was a cold June; I could not figure out how to put the heat on.I would rather control it myself because it’s hard to know what will be warm or cold overnight. I did call about it amd suggest they could send somebody up to show me how to use it, but they didn’t agree to that. they said they could change it centrally.
Dear mtn1moma.
Thank you for your detailed feedback. We're pleased to hear you appreciated our central location, cleanliness, and the helpful service from our front desk staff.
We apologise for the issues you encountered with the lack of information in your room and the difficulties with the thermostat. All details of your room and amenities are on the television along with restaurant opening times. Your comments are valuable, and we'll work on providing clearer instructions and more accessible controls for all guests.
Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.
This is the first hotel we stayed at with our Road Scholar Tour. Helpful staff. Modern, 3 elevators. Breakfast was buffet style, but dinner was a set menu for groups; 3 courses served. Tasty meat entree was satisfactory but lacking enough veggies to fill the plate. Located kitty corner across from George Square. 2-3 blocks to Buchanan St. subway station. Huge towels, but no towel racks, no safe, no luggage rack. Mini-frig. We used long bench in room for suitcases.
Dear Helen7111,
Thank you so much for this lovely review - we really appreciate your feedback. We are looking forward to your next stay, too!
