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  • I absolutely LOVE Casa Loma! I visited recently for their Valentine's Day Brunch and hadn't been in quite a while. The castle is beautiful and a lot of fun - definitely a must see for tourists and locals alike. Having said that, I had a pretty atrocious experience with the customer service at Pegasus Hospitality Group when attempting to purchase tickets for the Valentine's Day event. To start, the reservation phone number listed on the Casa Loma website was incorrect. This number consisted of an old recording (referencing tickets for the 2012 Holiday luncheon) and after pressing a million different options trying to get to a receptionist I listened to a voice mail that listed a new number for the company. So I called this second number and spoke to Nicola (?) who told me she would get back to me to confirm if a reservation for two was still available. She did and I said I would call her right back to confirm. I called her back about twenty minutes later, quickly because she said she would only hold my reservation for an hour. No answer so I left a message. I continued to call a couple more times that Friday afternoon not wanting to lose my reservation. Still no answer. Again on Monday I tried to call. No answer! The most frustrating part was that it's IMPOSSIBLE to get to a receptionist so asking a question if your party doesn't answer their extension is difficult. FINALLY on Tuesday someone returned my call and left a message for me to call them back ASAP at a third DIFFERENT phone number because my reservation wouldn't be held for much longer. EXCUSE ME? I've been trying to get a hold of these people for days and now I have to call them back ASAP or my reservation is gone?! Needless to say I was extremely frustrated at the whole situation. It really shouldn't be this hard to make a reservation. I felt like I was begging them to take my business! Also, this is 2013. Online reservation is expected and much simpler than this fiasco. All in all the event was quite nice but next time I think I'll just visit the castle and go for brunch elsewhere. This was just too difficult and time consuming! In summary: Casa Loma Castle = 5 Stars Pegasus Hospitality Group = 2 Stars
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