Posts Tagged ‘hotel’

Shore Club Ottawa (@ the Westin Hotel) has attitude

I love visiting a restaurant on it’s first day of being open. I know it’s not fair to say “the server didn’t know how to use the debit machine” but there is something about service that is more important that numbers and knowing which wines have oxidized, and that’s attitude. It comes with you wherever you go and it isn’t necessarily a reflection of how much you know about your place of work or the menu. But it does affect service, a lot.

I work with someone who is completely jaded. She brings that attitude with her wherever she goes and it affects not only her service but her life. I actually had to say once “can you drop off this desert and smile when you do it” SERIOUSLY, this is a fundamental part of service.

So I won’t rag on the Shore club for not showing their bartender how to use the card machine, or for having a bottle of wine on hand that was completely oxidized (how is that possible on the FIRST day of being open? I assume they used it for the media opening on Friday). What they have done is created a beautiful space, and conveyed the excitement of restaurant openings to their staff. Ten for attitude, Shore club!

It was early in the afternoon and we sat at the bar. It being pre-dinner hour and the first day of opening there were lots of staff around, particularly a group of lady lounge-servers chatting at the end of the bar. They looked like kids talking about the cute boy in class (maybe they were) and though I couldn’t hear what they were saying, it was obvious they were excited/happy. These are the servers the bring the right attitude to service.

We had a great little snack at the Shore club, and it’s clear that although not all the t’s are crossed at the moment (They featured a Featherstone Twenty Twenty Seven riesling on their wine list…look it up you won’t find it, because that is two separate winery names) it’s clear that they have started with their right foot forward, with servers who possess positive attitudes, and bring that with them regardless of how much knowledge they have of the actual resto.

Shore Club on Urbanspoon

Holiday Inn, Vaughan ON

I made a reservation with a CC. My BF paid for the room upon arrival on debit (why, don’t ask). They took the amount for the room AND the security deposit off his debit card. On our way out he stopped at the desk to check out. They said he didn’t need to do anything.

Obviously, the security amount never went back onto his debit card. When he called, they refused to send a check or to reimburse it onto a CC. They said the ONLY way to get refunded is to go back to Vaughan. Vaughan is in shit-stick suburbia of Toronto. North-East, not even on the way to anything good. The likelihood of us every going near there again is slim, and if I get my way, is nil. I find this unreasonable since he stopped at the desk to check out. And when he checked in they didn’t tell him he would have to stop at the desk and INSIST on checking out in order to get the money back on his card. He called them twice and now I’ve emailed the company. I’m interested to see what (if anything) will happen next.

UPDATE: Sep 14:

Dear Ms. Lewis Havard,

Thank you for your email regarding your experience with the Holiday Inn Express and Suites Woodbridge-Vaughan, ON, Canada. We apologize for any inconvenience this situation may have caused you.

I have forwarded your comments to the General Manager and ownership of this hotel. We are committed to guest satisfaction and appreciate the opportunity to address your concerns.

As our hotels are in the best position to assist, I have requested they contact you directly to discuss the situation further. They will be contacting you via email within 48 hours. If you still require assistance after this time frame, please contact Guest Relations again by responding directly to this email.

Once again, thank you for taking the time to contact our office. We appreciate your patience and will be in touch with you shortly.

Sincerely,

Jheng Bustarga
Guest Relations

Update: Sep 15

Allison from the Vaughan hotel called me (I would have preferred an email but whateves). Anyways she said it would be no problem at all for them to send a cheque or refund it onto a credit card! No problem at all!!! Boy was adam unimpressed. He called them in the first place to ask for that and they said it was “Impossible” but now all of a sudden it’s no problem at all. hahaha

they also said that unless he actually showed up in the hotel, they might not know it was the “real Adam” WELL, now they have refunded it to MY credit card, which doesn’t even have his name on it at all (my name was, however on the original reso).

I learned a very important lesson while attending the university of Ottawa. If someone says no, ask someone else and make sure you reword your question (Don’t try this at home kids). Always be polite at first and bring on the heat as required. This is how I managed to get myself registered in EIGHT classes one semester (I dropped down to four before the deadline for academic penalty), but it was great to be able to take my time trying them all out.

Thanks Holiday inn! I’ll be making sure you refunded the right amount.