ComplaintsforChelsea Hotel Toronto

• Initial Complaint

  26/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  -9/15/22-9/18/22 -$1386.16 USD -A 'Deluxe' stay in the Chelsea Hotel -The Hotel put us up in a room with completely torn up wallpaper and a room much smaller than what was advertised/expected. They moved us to a "VIP" room with a highly alarming tobacco smell (in a non smoking room), which triggered my fiance's asthma. The bathtub also was completely clogged and did not drain even overnight. They said they "fixed it" when in reality cheap cologne was sprayed in the bathroom (did not test the shower again). Finally, they put us in a room we had to settle on as we were out of the country, that did not have a functional HVAC unit. We did not want to spend our entire vacation (or my proposal plan) complaining at the front desk, where numerous customers were already complaining about similar issues and demanding refunds. They told guests if they booked through a third party service they would have to contact them for a refund. Our service told us this was not the case, and the hotel had to take action on this. -All they have done is sent us a generic apology after we complained to *******.com's customer service

  Business response

  09/12/2022

  Thank you very much for taking the time to speak with me earlier today about the complaint ID ********.

  On behalf of the Chelsea Hotel, Toronto, I would like to thank your assistance in resolving the complaint from our guest ***** *****, who stayed in our hotel for a 3-night stay from September 15 -18, 2022, and whose ******* was made through the online travel agency *******.com for 2 adults, under our Breakfast Package that includes a Deluxe Buffet Breakfast for 2 at our ****** ****** Restaurant, inclusive of pastries, yogurts, granola, a selection of fresh fruits, oatmeal with a variety of toppings, a selection of cheese & cured meats, cereals, juices, coffee/tea & toast (gluten-free toast available upon request), fresh-made eggs & omelet station, bacon, sausage, breakfast potatoes, daily vegetable (grilled tomato or rosemary sautéed mushrooms), pancakes or French toast. 
  
  In regards to ***** *****’s concerns, on September 23, 2022, ***** *. from *******.com Customer Service Team reached out to us by email on behalf of ***** *****’s concerns “about the state of the rooms and the breakfast (soggy eggo waffles and tasteless eggs, which for non-guests is 40 dollars a person) that was absolutely awful.” On that same day, I personally addressed the guest’s concerns with our deepest apologies, and the explanation that a refund would not be applicable based on the evidence that the guest was moved from the initial unsatisfactory accommodations assigned at the check-in date (where the guest stayed on the first night) to an upgraded one (where the guest remained for the following two nights without further complaints). 
  
  Our Food & Beverage Department pride themselves on picking fresh, high quality ingredients, and try to incorporate as much local products as possible and a large variety of items that accommodate guests’ diverse needs. We also offer alternative in-house breakfast options at our express|o coffee shop, our grab-and-go counter, and  ***** A La Cart Restaurant. We do take all food based concerns very seriously and our colleagues are well-equipped and prepared to assist with guest's concerns and needs during breakfast service. Our frontline operation teams are available 24/7 in-person and over the phone to assist and ensure any issues or requests brought to their attention meet resolution in a timely manner, while guests are in-house, before departure. Since no further complaints were received during ***** ***** stay, at our restaurants, and upon checking out, our teams understood they were able to meet the guest's expectations. Under no circumstances we want our guests to feel obliged to our hospitality should they wish to leave the establishment in cases when they booked through a third-party partner such as the *******.com. Nevertheless, in those cases, the traveler must contact the ******* partner to request a refund so then the hotel can process it accordingly. 
  
  At the Chelsea Hotel, we really strive to create positive experiences by providing exceptional accommodations and attentive, one-of-a-kind personable service that comes straight from the heart. We sincerely and deeply apologize for any inconvenience that ***** ***** endured, and as a token of our regret we will process the refund of one-night stay + taxes, and one-night parking charges + taxes. Please advise the guest that the amount should be reflected back to their credit card statement within 5-15 business days depending on their banking institution.
  
  Whilst we are unable to turn back time and replace the guest memories with happier ones, we hope we will have the opportunity to welcome them back to restore their faith in our establishment.
  
  With Hospitality, 
  
  Larissa M. - Guest Experience Specialist, Chelsea Hotel Toronto

  
  

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