To whom it may concern;
At this moment I would like to address to you the facts and experience we received at a vacation hotel in Alberta that may be on your sites as a high standard place.
The place I speak of is the Deer foot Inn and Casino Calgary Alberta. We had booked the hotel in early January. We were looking for a well deserved break for almost a full week. A place to have fun and retreat and relax. Someplace where we didn't have to drive all around the city.
Well what we got was just the opposite. Right from the beginning with unfriendly nature of the front desk and then the fact our reservation was lost. I had a copy of our booking with a confirmation number. But it was after a lengthy discussion behind doors were we offered only 1 room with no apology. When I drew their attention we were in need of more evenings, as i was fretting there would be no rooms available, this being spring break in my city and nothing available, again the clerks met behind closed doors to converse for many minutes before letting us know they might be able to fit us in. Yet again with no apologizes. I asked if there is a problem or issue. I received more of a stunned look and an ahhh yea it will be OK with attitude. My first instinct was to leave then and knowing what i know now i should have.
We went to our room with no directions. We asked the maid service where to go. They also told us where the pool was and we asked where the workout room was, again the maid service told us in the elevator. Thank goodness someone knew.
Next we went down to the poker room too look around. We enquired about playing a few games and were told this was a high stakes poker room and that if we were looking for anything else we would have to go to another casino. We were basically looked down on. It was very insulting. At this time we drove else where. this was exactly what we DIDN'T want to be doing.
Next day we asked about the which lounge offered drinks and the bucket of shrimp. Well again the front clerk just didn't know what we were talking about. I said it was on your web site. She stopped and looked it up on web site. Then said she wasn't sure which lounge that was. Again we left to find things to do else where.
Upon entering the hotel every time the aroma is very over powering. I had headaches and I believe it affected my asthma.
I looked on the web site today April 1,2012. It has different poker games listed to what we were told and with prices. How convenient of you.
While we were relaxing in our room Friday March 30, 2012. We got a call from a manager who proceeded to argue and insult us to the point that we were so upset and discussed that we left within minutes. Now upon approaching the front desk, the clerk had our bill ready to go, with further discussion given about why we were not asked about a government rate, we felt discriminated against as being veterans. First page in your book in the room states 100% customer garantee. Well that deninately was not recieved.
Upon leaving I did not look at my bill close enough, I just wanted to get the hell out of there. So when I got home I immediately called about a charge on my bill for the Mohave. We did not dine there or order room service. As it was all so over priced that we chose to go to more affordable dining.
So I question this why was our bill ready so quickly? Was the desk manager purposely agitating us to leave? Why were we never offer a government rate or asked about it. When we brought it up to the hotels attention. It was quickly brushed off as not an offer to veterans and we were not entitled to it. Need I remind these uninformed front desk workers and other hotel staff that if it wasn't for the veterans in our country they wouldn't have the freedoms in our beautiful god given country to be able to do whatever you would like.
So now I thank you for over charging us, ruining a well deserved vacation that we were entitled too. Never have we ever been treated so poorly anywhere in the wide world. And we are both very well travelled in different places and what a shame in our own back yard to receive such service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dear Liz C
Report response as inappropriate
Thank you very much for expressing your concern regarding your recent stay with us here at the Deerfoot Inn & Casino. I would like to begin by apologizing to you for the confusion on your reservation when you checked into the hotel. I am certainly glad that our front desk fully accommodated the dates you had requested. We are very sad to hear that you did not enjoy your stay here with us as it is always our hope that all of our guests are able to enjoy the unique experience that we have become very well known for here in Calgary. In dealing with you during your stay here it was very obvious that your expectations were not met. I would like to clear up a couple of the misguided concerns you had regarding our property. Our casino does have a section reserved for high limit players however we also have low limit tables, slots, and poker games as well which is also advertised on our website. We run poker tournaments hourly in the poker room for the convenience of our guests. I would also like to point out that the online reservation you made was through a third party company and the Government rate is not applicable through those sites. If you had booked your reservation through the hotel or on our website we would have been happy to extend that rate for you. This was explained to you, however, in speaking with you directly it was clear that you were not interested in any explanations or input from the hotel management including myself. We wish you would have given us the opportunity to help after the confusion regarding your reservation. I feel like there was a missed opportunity for your experience with us. If you had allowed us to explain and rectify the situation I feel like your experience would have been much better. Your final statement is reflecting the correct charges, and also as mentioned at the front upon your departure you were not billed for the final evening of your stay. We certainly wish you would reconsider your opinion of our property. We would be happy to have you back as our guest.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC