Let me start by saying that I wouldn't normally write a negative review for a hotel. However, my experience with the way that my issue was resolved by the manager of Quality Suites Pioneer Sands has resulted in me reversing this opinion in an attempt to warn others.
To begin, the hotel didn’t have our beds ready on arrival. We had correctly booked 3 people into a 1 bedroom suite (1 x queen and 1x sofa). Housekeeping was shut and no linen had been left within the hotel room for us to make-up the sofa bed ourselves. Similarly, reception is vacant from 9.00 pm. Therefore I had to sleep on a couch.
Our room was clean, but it STANK of garlic or some similar cooking odour. It clearly needed deodorising - I'm not exaggerating. I was shocked that they would have used a room smelling like this. The balcony door was left ajar in an attempt diffuse the smell, however, it was obvious to me that an o-zone deodorising machine should have been used in this room prior to our arrival.
When I raised these issues the next day, I was told by the manager “I’m sorry, that shouldn't have happened”. That was it! They were happy to charge me for a service that they didn't provide - A BED! This unfortunately left me feeling like this place lacked a true sense of hospitality.
I did leave an outline of my experience via the hotels internal customer feedback platform. More infuriating was the response I later received from the manger. It was the standard cut and paste comment with no accountability or genuine concern ........
"Thank you for taking the time to write a review regards your recent stay at our hotel..... blah, blah, blah, crap, crap, and more crap"
That response again left me feeling underwhelmed, made worse by the fact that it came from the manager! Do these people actually know what hospitality is meant to be?
Honestly, I’m not trying to be rude or nasty - this is just a truthful recount of my experience at this hotel. Most people, I'm sure, would have great time here - provided they deliver what is expected. If you do have a problem though, I wouldn't anticipate that you'd get an appropriate response or resolution (sadly, even from the manger). They just don't care about meeting their guests basic expectations. I'll choose a different hotel next time. I'm hoping that the next customer isn't treated in the same manner.