4/10 Poor
Joy
Travelled with family
Jan 14, 2025
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Disappointed
My children and I stayed at TownePlace Suites Brantford for what was supposed to be a two-night stay during a hockey tournament. Unfortunately, our experience was far from what we expected. On the first night, as I was settling into bed, I discovered a silverfish right beside my head. This was unsettling, but given the late hour (close to midnight) and the fact that one of my children was already asleep, we had no choice but to stay the night.
We decided to leave a day early due to this incident. I shared my concern and photos of the bug with the front desk person. She was very apologetic and saId she would be emailing the manager with rhe concern. She let me know he would be in touch on Monday. While I was only charged for the one night (as expected), my follow-up with the hotel has been incredibly disappointing. I called two days (Monday) after our stay to share my concerns, as by mid afternoon I hadnt heard from the manager. The manager assured me he would review my booking and follow up with a resolution, potentially involving a refund. However, it has now been a week since that conversation, and I have received no further communication. The manager has not returned my calls or attempted to reconnect as promised, which adds to my frustration.
While I understand that issues like this can happen, the lack of accountability and proper follow-through from management is unacceptable. Given that we were staying for a hockey tournament, this added unnecessary stress.
Joy
Stayed 2 nights in Jan 2025