| rev:text
| - I'll start with my biggest complaint, a fraudulent charge to my CC 11 days after checkout.
A little back info: I stayed here May 10th 2018 to May 13th 2018, approximately $750 USD for 3 nights. On my drive up from NYC, I was charged over the full amount, $1000 total per room, at around 12 noon on the 10th. I called to see why, and they stated its standard procedure and the extra money was for room incidentals. Ok, whatever, no big deal I guess, should have waited until I got there.
On May 13th I checked out and they went through my room while I waited at the front desk for them to finish. I was told everything was fine except a small charge of about $3.50 USD for my use of the mini bar. My $250 for incidentals was credited to my account and I left.
On May 24th I got an email alert of a $350 USD charge to my CC from the hotel again, which was not authorized by me and is illegal and fraudulent. I did receive an email from the hotel which stated that I broke a desk chair in my room and I have to pay $450 Canadian dollars ($350 USD).
1) I never authorized my card to be charged for this, 11 days after my stay.
2) I never used the desk chair, let alone break it.
3) You checked the room at checkout and released my $250 incidental deposit, and charged me for the minibar use. This means you cleared the room.
4) Its 11 days after I checked out.
5) Its been 2 days, I've replied to the General manager Rossella Rao twice, and I haven't gotten a reply. I have also called the front desk and was told I had to call back the next day to speak to a manager.
Thats my biggest issue I had this time, not only was there a fraudulent unauthorized charge to my card, but it was for something that had nothing to do with me, and no one replies to my emails.
Second complaint: I stayed here in sept of 2016 and we enjoyed the restaurant for breakfast every morning, so much so that we ate here on our 2017 trip, even though we stayed at another area hotel. We paid more for this hotel this year for that reason, and when we got there, the restaurant was closed. No notification at all and we were promised a discount at checkout by a manager for the inconvenience. At checkout I forgot to ask, and when I remembered at home, I figured it was no big deal, we survived without it. But it was a cute trick to offer a discount at checkout knowing we may forget since 4 days would have passed.
Third complaint: The Valet, that is $40 a day, needs to get their act together. The first trip I was waiting 15-20 minutes for my car, and I was told I should call ahead next time. This year I did call about 15 minutes prior to my departures, and when I would get to the lobby the car was not there. Not only that, but 3 of those times I asked the front desk when I got to the lobby if my car was ready and they said yes. Then the valet that was standing in the lobby ran out to get my car, which took another 15 minutes.... Whats the point of calling down? $40 a day plus tips, at least have my car ready.
4th complaint: This place really isn't for Americans. The staff is cold and not attentive to english speaking Americans. When a local speaking French would ask a question, the demeanor of the staff would change right away for the better. I know Americans aren't liked, but its no way to treat paying customers.
This next issue isn't the hotels fault, but due to the construction this hotel is in a terrible spot and you always end up diverted the wrong way due to construction and end up in heavy traffic, there are far better places to stay based on location, like the Sofitel a few blocks away.
Safe to stay I would not recommend this place to anyone and I would never stay here again. I'm sure I'll get a reply to emails after I post this because they'll pay attention if it hurts their reputation and future bookings.
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