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| - We are SPG Platinum members, travel often and have had amazing experiences for all our past stays at several different SPG hotels. We live two hours outside of Toronto, so when we have an early flight we usually stay at the Sheraton or Westin by the airport, but my husband (Marc) had recently stayed at the Sheraton Parkway North and really liked it, so even though it was a bit of a drive the next morning to the airport, I decided to stay there before taking my mum to the airport the next day.
The hotel is beautiful and the rooms are very quite and comfortable. The location of the hotel is excellent, there are many great places to eat nearby and it's very easy to get on the freeways from the hotel. The Club Lounge is great; for a small lounge it has excellent choice of breakfast and evening food. I had great service in the lounge from Gagandeep in the evening and Justin the following morning. I also want to thank Chris who brought up a bottle of wine and cheese plate for me the night of our stay.
Now, on to the bad. My husband had made the reservation, called ahead and made sure they knew I was checking in without him. This is something we have one often and have never had a problem with until Saturday, May 13th when we checked in. Gagandeep was greeted us and proceeded to assign our room. He upgraded our room, came around from behind the desk and handed me the room keys. I asked about the Club Lounge info and he said hat I wasn't eligible. I said that I was a Platinum member, there was some confusion as my husband and I have different names, but then he said without my husband there I still wasn't eligible. As I called my husband to get the SPG number Gagandeep turned to ask the six other employees, who standing around doing nothing to help him, to confirm that I could get the Platinum benefits even of my husband wasn't with me. I need to make it clear that Gagandeep is a great employee and was trying hard to sort it all out - but the other employees saw him struggling and offered no help.
After sorting it out, I got to my room and called the manager to explain that while Gagnadeep was great the other front desk employees were far from it. Because they didn't help him, they didn't help me. I don't expect to be treated like a princess, but it's frustrating to see someone work very hard and six others ignore the situation. The manager said he had watched what had happened and called the employees into his office to reprimand them. Not sure why he didn't step in while it was happening, but...???
After I got off the phone from the manager, my mum told me that while Gagandeep and I were figuring things out, the previously mentioned front desk employees were rolling their eyes and laughing at me. Hmmmm.... My daughter had had her wisdom teeth out the day before, I had been up all night, had just driven two hours to get to the hotel, so I maybe didn't look the greatest, maybe they think it's funny to watch someone get frustrated, or to watch a fellow employee bend over backwards to help a customer while they stand around. Who knows? After another call to the manager to explain how humiliating the night had been so far, he offered to send up wine, which was very kind. I was able to thank Gagandeep again that night as he worked the Club Lounge, this kid is an example of what SPG employees should be!
The next morning at the Club Lounge my key card wasn't working. I used the phone in the hall to call and explain the situation. The front desk said they'd call up and have one of the staff let us into the lounge. I waited for about five minutes before another person came out and we able to get in for breakfast. After anther 10 minutes Justin came out to see how things were, I asked him if he was looking for the person who needed to be let in, as I had already made it in. He was not looking for someone stuck outside, as the front desk had never called to tell him to let us in. Justin was very apologetic and offered to re-calibrate my key cards so we cold get back into the room.
As you can see by the reviews, the majority of the people who stay at this hotel were very happy. Me.... Not so much. There are too many other SPG properties that make sure ALL guests are well taken care of and I'll be staying at them from now on.
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