⭐ 1 Star – Unacceptable service, inconsistent explanations and poor management
My experience at the Great Canadian Casino Resort Hotel was extremely disappointing and frankly unacceptable.
I left my room in the morning, and when I returned, it had not been cleaned at all. Towels were still all over the floor, the bed was untouched, and nothing had been cleaned. The only thing that had changed was that two bottles of water were left behind, which clearly shows that staff did enter the room but chose not to clean it.
When I reported this at the front desk and showed photos, the initial response from the staff member was that rooms are only cleaned every other day. Shortly after, this explanation suddenly changed to claiming that I had refused housekeeping service, which is completely false. I never refused anything, and I did not even see or speak to housekeeping at any point. This level of inconsistency is extremely concerning and gives the impression that staff are simply making up explanations to avoid responsibility.
After this, I had to wait for quite some time for the manager. Eventually, Carlos / Carlo arrived, the front desk manager on April 2nd around 11:15 PM, and his attitude was unfriendly, dismissive, and unprofessional. Instead of taking responsibility, he repeated the claim that I refused service and said they would “investigate,” without offering any immediate solution.
When I pointed out that resolving guest issues is literally his responsibility as a manager, he still failed to act. What should have been their problem became mine. This is not just poor service, this is a complete failure in management and these kind of “managers” never should become managers!
A housekeeping mistake can happen. However, lying about a guest, shifting blame, and refusing to take responsibility at a management level is far worse. That is what truly made this experience unacceptable.
It is honestly a huge shame for the owners of this beautiful resort. They have clearly invested a significant amount of money into building something impressive, but placing the wrong person in a management position completely undermines that effort. That is incredibly unfortunate.
The only positive note is that the night housekeeping staff member, Francis, was kind, helpful, and professional. He brought towels and genuinely tried to assist, which I appreciate.
Unfortunately, due to the poor handling, lack of accountability, and unprofessional management, I would absolutely not stay here again and strongly advise others to reconsider.
