Quality Hotel & Conference Centre

Henriette from Edmonton, AB CA stayed on March 24, 2006

"A hard copy of this letter is on its way to the adressee: Manager, Quality Hotel and Conference Centre 11201 100 Avenue Grande Prairie, AB, T8V 5M6 24 March, 2006 Dear Manager, This morning I returned from my trip to Grande Prairie, where I attended a professional conference. I lodged in the Quality Hotel on the nights of 22 and 23 of March 2006. I am sorry to have to report to you my dissatisfaction with my stay at the Quality Hotel. I appreciate that neither you nor your staff have any power over the breakdown of equipment. The unfortunate coincidence of both the water and the heating breaking down at the same time must have created headaches for all involved. I do expect, nevertheless, that the management of the Quality Hotel recognises that since you could not provide the services requested and paid for, your guests are entitled to a full refund of expenses. My concern and second reason for writing this letter is that, though the staff were mostly friendly and helpful (apart form the oversight to provide the information re. breakfast vouchers), they cannot do their work if they themselves are not informed: it appeared that the failure of the heating system was not reported to the desk clerks, leaving them in a rather awkward position ? uninformed ? taking the heat at the front line. In a case of equipment failure that causes discomfort to guests, I suggest that in the future a few simple measures can be put in place that would help your guests recognise your concern: - a special host(ess) in the lobby who personally informs guests of the inconveniences that they can expect to encounter - some visible signs of concern for the comfort of your guests (make bottled water available when water does not work and the rooms are overheated) - reassure guests that they will not be expected to pay for services not received (e.g. a comfortable room). I look forward to your response and refund of my expenses. Sincerely yours, Henriette Kelker 5416 110 street Edmonton AB, T6H 3E1 c.c. Edward B.Pitoniak President and CEO, CHIP Hospitality Quality Inn Grande Prairie"

Recommends the hotel to others? No