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"What Guests are saying about Dalton Hotel Victoria
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June 23, 2011
Upon arrival, I was greeted by a very friendly and professional reception staff.
I was also able to check into my room early which a bonus was given the amount
of travel I did. I found the staff to be efficient, knowledgeable and courteous.
The room was clean, bright and quiet. Being downtown, I did not need a vehicle
because it was a 10min walk to the Inner Harbour and 2 min to Starbucks.
Breakfast was a bonus, especially the waffles!! Dinner voucher at The Office
restaurant was unexpected bonus!! Will definitely stay at the Dalton
again!!!!!!!!
Guest Review of the Dalton Hotel & Suites
June 14, 2011
My siblings and I got together and planned a surprise trip for my parents to
Victoria as a Christmas gift. They arrived in Victoria on June 4th, and were
shocked at the hotel we had chosen. From the information we had given them,
based on reviews and the hotels website, they were going to be looking forward
to a charming, renovated, romantic hotel room, which we had spent almost $200
per night on. This was not the case. First of all, the location of the hotel is
very sketchy - when my parents cab pulled up there was a passed out, half
dressed, teenage girl lying on the sidewalk in front of the hotel. Apparently
this was something they saw a lot of out of their window. There were also
consistently police there picking up homeless people and breaking up fights.
Once they finally made it to their room, they were disgusted! First of all, no
lights worked in the room. There were holes punched in the walls, the floor
tiles were cracked and a lot were missing. There was a very old couch that was
discolored and stained. They could not use the sink in the bathroom because when
they ran the water it flowed through all the cracks and flooded the floor. The
bed was full of hairs and food crumbs, and that's just the start of the
complaints! They called me to find out where we had heard of the hotel and I was
just as shocked. When I called the front desk and explained that we had paid for
a room with a fireplace and a balcony or veranda, french doors, beautiful new
fixtures, etc...the person at the desk told me that none of the rooms had any of
those amenities. He did move them to a king suite, as i told him there was no
way they would be staying in the provided room even for one night. When I asked
what would happen if they chose not to stay there at all, I was told that
because it was pre-paid it was non refundable and there was nothing they could
do.
They were moved into the king suite, and upon first inspection it was at the
very least a bit more modern. It had a king bed and a kitchen nook, but again no
balcony or veranda. I believe there might have been a fire place. The bed was so
slanted at the head board that they had to sleep sideways on the bed. They could
not use the bathtub/shower because the taps, plugs and tub itself were covered
in a slimy substance that made them both physically ill. They could not get into
the kitchen nook or even open the mini fridge because there was a pole wedged in
to the floor in the nook that was literally holding up the floor of the room
above them.
When the finally went out to supper, there was a sign up on the door stating
that if guests weren't back and in the hotel by 1:00 a.m. they would not be let
in, as the doors were locked at that time and there would be absolutely no
admittance at all. sure makes you feel safe and secure hey.
they were able to speak to the front desk manager that again was no help at all.
His story was different than the person at the front desk in that he said that
they do have a few rooms with balconies and fire places but that there was
nothing he could do for them.
my parents were so upset and uncomfortable with their experience that they spent
an extra $800 to come home after only one night on their vacation, as that was
more cost effective for them than having to pay for another hotel and then all
the other costs of a trip. i am disgusted and very angry. I have emailed the
front desk manager so that everything is documented and have yet to have any
response.
To add to the upset, my parents had been on a cruise the week before this part
of their trip and when they talked to people from Victoria and told them where
they were staying people were shocked and their responses weren't great. You
know it's bad when the people from the city that the hotel is in have disgusted
looks on their faces. i would never ever every recommend this place to anyone,
and i am almost thinking that all these "great" reviews were either written by
staff and management or were for a different place!
Dalton Hotel, General Manager at Dalton Hotel & Suites, responded to this
review
June 23, 2011
I want to first of all thank you for bringing your complaint to my front desk
supervisor’s attention.
Your email crossed my desk late last week and an investigation was immediately
conducted.
After reviewing and dissecting your email to its length, I met with the head
housekeeper to review the guest rooms in question, and with front desk staff
that had direct contact with your parents during their stay.
After concluding my investigation, I will commence by addressing your email
first. There was criticism regarding the Hotel’s exterior appearance. The Dalton
Hotel which was built in 1876 is a heritage acclaimed Hotel and thus its
exterior is protected by the Heritage Society of Victoria. No work can be done
to beautify the exterior without the consent of the Heritage Society.
Drawing your attention to the guest room remarks, specifically that there was
only one working light, the missing floor tiles, holes in walls, etc., these are
false accusations that are being put forth. All of the boutique guest rooms are
flawless because they are being well maintained on a daily basis. We took
special consideration when these rooms were renovated, providing the guest with
new carpets, high end wallpaper, granite countertops, 3 way shower nozzles,
California blinds and obviously deluxe mattress and beddings, to name a few.
I saw no evidence of the remarks that was put forth in your email.
Your remark on our boutique rooms of not having verandas or fireplaces does not
have merit either. All of our boutique SUITES come with fireplaces and only one
(1) is available with a Romeo & Juliet style veranda, as mentioned and labeled
on the website.
When the room was booked online, it was apparent that a non-suite boutique room
was chosen which obviously does not come with a fireplace.
Your additional remark that the bed being slanted or slimy substances in the
bath tub does not have value either. As mentioned above, all our beds are new
and are considered one of the best in the industry. As for slimy substances in
the bath tub, all our rooms are inspected by our head housekeeper BEFORE being
released into inventory for booking reservations. If the room is not inspected,
it does not put back into inventory. This rule is strictly enforced.
I was perplexed by a statement made by my guest services agent when interviewed
who was present when your parents were checking out. It was mentioned by your
father that the “…room was fine…. but ... there was problems at home….as the
main reason for leaving early.” I hope that you concur that this is an odd
statement given all the alleged remarks you made.
Lastly your remark about the testimonials are written by my staff members is
absurd. Our website provider can confirm the origin of the guest comments
crossed referenced to their respective stay.
Being that we are in the hospitality industry, my staff and I strive to make
sure that all of our guests have a positive experience during their stay at the
Dalton Hotel. It should be note that since the reservation in question was made
via the Advance Purchase Program, no refunds can be provided in lieu of the
discounted rate. This was acknowledged on your end when the reservation was
booked.
However, according to your email, your parents allegedly did not have a positive
experience during their stay. Despite the false allegations, I will offer a two
(2) night VIP future stay as my guests in a boutique suite. I will require the
most current mailing address so that I can expedite the gift certificate.
I trust that I have answered all your questions and concerns and I look forward
to you reply.
Regards, John Lioudakis | General Manager |
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Dalton Hotel Victoria
759 Yates Street,
Victoria, BC, Canada V8W 1L6
Call Toll Free 1-866-676-7078 Promo Code: HBC3386 |
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