Dear truth123, thank you for providing your feedback regarding your recent stay at our hotel.
I apologize if you might have experienced some setbacks resulting in not fully enjoyable stay, and would like to take some time to respond to some of your feedback. I am glad you and your family enjoyed the little touches to make this a pleasant stay; we try our best to provide that service to everyone that comes to stay with us. As you aware during your stay Calgary has experienced a cold snap resulting in a temperature dropping to a -40 during the day with the wind chill, being our pool are full floor to ceiling windows the temperature inside been effected, and resolved within same day. Our breakfast items are delivered to us every few days, unfortunately I do not have a reason to explain the “stale” bagels I do promise I will review the items in question personally. We recently introduced a few items to create more healthy options for our guest, we welcome suggestion for improving services provided at our hotel, if there are specific items you would like to see, please contact me so we can further discuss it. I was saddened to hear your son’s bunk bed excitement wasn’t met. Based on some feedback we received from our guests, some parents preferred bed closer to the floor; as a result we made some of our bunk beds into two twin beds to accommodate a wide variety of guests, same goes as far as our Housekeeping, their scheduled room service is from 8 am to 4 pm and our guarantee the rooms will be done during this time, If a guest has a time restraint on when their rooms to be done, we encourage them to inform front desk so we can accommodate such request. Furthermore I would like to assure you that when our engineering staff accessed your room the only reason anything was moved is to gain access to the TV unit. I have followed up with our engineering department regarding procedures we have in place to ensure a smooth and enjoyable stay for our guest.
I do hope to see you come and join us again and make sure that from this point on every stay with us will be fully enjoyable.
Sincerely Aj Lifshits Front Office Manager