Rated 4 out of 5 by 65
Rated 2 out of 5 Disappointing Staycation!
I am a SPG Member as well as a travel agent for business clientele as well as leisure clients so my review of hotels are always fair and true so it may help my fellow travelers and clients make the right choices during their business or leisure trip. Having said this my travel partner and I frequently (4-5 times a month) stay at different hotels and this past weekend was a small staycation we had planned to relax and get away before the summer's end.
My usual choice is for Starwood hotels and always has been based on a number of factors :
1) Quality of hotels including amenities and rooms are very satisfactory
2) Close to city attractions and great locations for most of the hotels in this chain and last but most importantly
3) CUSTOMER SERVICE. Unfortunately during our stay at the most important part of why we choose to stay at the ALOFT was non existent and ultimately ruined our staycation I will explain my side of the story (although the staff may argue otherwise).
As someone who is a customer service agent in the travel industry I am quite familiar with the procedures and rules of checking into a hotel. Mind you I have done this a thousand times in my life even before my career as a travel agent. I know that front desk agents must provide common courtesy to greeting guests and making the guests feel at home (as hotels are often seen by many as the home away from home) from the moment we check in to when we check out. However, this was not the case when I checked into the ALOFT Vaughan Mills on Friday Aug 15th 2014.
The guest service agent who checked my travel partner and I into the hotel, upon asking for a credit card to put on file (usual procedure) it came to our attention that his card was not getting recognize on his computer as the magnet seem to be worn off on the card. After a few tries I saw that he was getting quite frustrated and asked for a different card, as we did not have any other credit card on hand I had suggested that he type the number on the card into the computer or try another computer in hopes that we would speed up the check in process.
Of course he did not take this suggestion very well and began to talk down to me by advising me that typing in the numbers of the credit card would be considered fraud, and continued to ask for another credit card although we made it pretty clear that we did not have another one with us. As his tone got even more rude I had suggested that he could have just asked us for ID to verify the credit card holder and informed him that I did not in fact need to be educated on what a fraudulent transaction is and informed him that I was quite upset at how he was talking down to a paying customer. The agent then decided to ignore me and jump to another computer which then it had seemed the card had gone through. Shocked at his behavior I then asked for a manager and he informed me that he was in fact the manager which then I displayed my disappointed that someone who lacks so much customer service skills would be in charge of servicing customers!
Shortly after he continued his rude behavior by using hand gestures to point to where the business cards were laid out and said he was no longer speaking to me and any further comments should be written to the front desk manager. I was quite confused as he had initially stated to me that he was the manager but then I had realized that the name on the card did not match The Agent name (where in fact the manager's name was different from his). This is when I had pointed it out to him that it was wrong to impersonate a manager and then he had corrected himself as the "manager on duty" which in my eyes are quite misleading from his first initial statement that he was in fact the front desk manager.
What was worse then all of this is that the agent continued to ignore me and chose to speak only to my travel partner explaining to him the hotel features, room number and breakfast and when I asked him why he was not directing these comments to both of us he ignored me and did not even make eye contact with me. At this point I was furious at the treatment I had received at this hotel and was stunned by how I was treated like an unwelcomed guest at the hotel even afraid to ask for extra towels as I was shooed away from the front desk by agent.
Never in my life had I got such terrible experience at a Starwood hotel let alone any other hotel chain and I was so upset I didn't even want to stay at the hotel at that point. But given how late it was I had no choice but to stay at the hotel and filed a complaint with a Starwood customer service agent over the phone.
This was in fact the most uncomfortable stay of my life where I couldn't even enjoy a good nights sleep and was waiting for check out time and hoping I would not run into customer service agent again. I am quite sure that unless this situation is address I will never be recommending this hotel to any of my business or leisure clients as no one deserves to be treated like how I was treated by the customer service agent .
It is my understanding that Starwood promises top notch customer service to all guests especially SPG members however given that none of those promises were met I cannot in good conscious let my clients stay at the ALOFT in Vaughan Mills in fear they will experience what I had to go through during my stay.
I hope that this review will open up the eyes of all consumers and management so other's travel experience will be ruined by one person who is clearly unable to provide the one thing as a customer service agent which is GOOD SERVICE.
August 19, 2014
Rated 5 out of 5 by yochan Great
It was fun visit at this hotel. I wish we had time stay at hotel longer.
August 17, 2014
Rated 3 out of 5 by Imaparent001 Modern and clean
Close to shopping. Room is spacious.
August 16, 2014
Rated 3 out of 5 by DarMarge not quite up to expectations
The room was comfortable and clean and very chic. However, there are NO dressers so clothing/lingerie needs to be placed on shelving that is not truly concealed. A negative for me. Our chambermaid did not replace body lotion, bag to ice bucket, and did not "tidy' the room. A BIG negative.
I felt the room was a bit pricey for the experience we received. Your view is "Canada's Wonderland" and the mall or rooftops and parking lots. Not important to me but some may feel this is important. I would probably choose a different hotel if I were to stay in the area again.
August 10, 2014
Rated 2 out of 5 by agnes56 Somewhat dissapointed
No hot water second morning, Safe not working and since they could not fix it on the weekend had to scotch tape it shut due to a safety hazard, they did not fix it on weekday either, kept running out of coffee in morning & had to keep asking for it to be refilled. Rooms are clean & are quiet & close to shopping.
August 13, 2014
Rated 4 out of 5 by Jonathon Unique hotel
Clean Rooms. Friendly efficient service!
August 14, 2014
Rated 5 out of 5 by Milene29 Spacious room!
We had a spaciousa room. The beds were comfy with good linens and pillows. Great large modern bathroom!!
August 12, 2014
Rated 4 out of 5 by RiskyMike 2 NIght Stay
Room was very clean and window blinds were best i have seen as a frequent traveler. There was a winding noise (due to exhaust air system?) that kept me up both nights. Colleagues who stayed in other rooms did not have this problem. Overall, very nice hotel and friendly staff.
August 7, 2014