ComplaintsforSpencer Hall Conference Centre

• Initial Complaint

  04/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  last night i stayed at the ivey spencer leadership centre in london, ontario, which to my understanding is under the ******* banner. when i checked in i was told that there was a breakfast buffet in the morning. so i set an alarm to wake up for breakfast, i go with my gf for the breakfast, after we finish eating we are asked to pay for breakfast. i say that i was informed it was included. after some words with the front desk, they said it is not. Now, could someone please explain, if breakfast was not included, why isn't there any mention of this. we walked into the dining hall, no one was at the door to seat us, or inform us to pay or ask for vouchers. there is no sign that says that either. we only find this out as we are leaving the dining hall? i find this ridiculous. i was charged 56.5 (50$+tax) for breakfast for 2, basically for an omelet and a cheese bagel. honestly, if i had known i would be charged for breakfast i wouldnt have woken up for it. i would have much rather used that money to go to any restaurant for lunch. i do believe that the miscommunication from reception on the first night, and the lack of information at the buffet justify a full refund. on top of that, when i was talking to the front desk about this, i had both room keys, my gf went to the room, and housekeeping opened the door for her. it is only my name on the reservation, and housekeeping shouldnt be openening the door for anyone. this lack of professionalism at this hotel is not acceptable. and quite misleading.

  Business response

  14/07/2023

  The guest was under the impression they booked a guestroom rate that included breakfast, that rate code did not include breakfast, the guest paid full price for breakfast.  Upon departure guest requested a refund for breakfast, this was not provided at the time.  The guest communicated their dissatisfaction through a electronic survey and a complaint to brand website.

  The guest was contacted after the initial complaint was made with ******* Hotels and Resorts brand website on July 2, 2023.  On July 6, 2023, the guest was offered a refund of the breakfast amounts that were paid ($56.50).  July 10, 2023, the guest attended onsite to receive the refund directly to their credit card (see attached refund transaction).  Apologies were made accordingly for the situation. 

  The matter was resolved with guests. 

   

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