Empire Suites

There was no AC and the temperature reached 27°C in the room with kids not able to sleep. The staff was rude about it, didn't want to do anything or even be sorry, and it was not possible to talk to a manager or supervisor.

Exceptional

Pleasant

Breakfast was great especuillay the Crossants...... the room bed was uncomfortable....maybe a new mattress would help..

Breakfast and friendly staffs. No AC for the entire stay. Most of the guests had the same issue.

I genuinely cannot believe how terrible my experience with Empire Suites has been, and at this point, the issue is not even just the money. It is the complete lack of accountability and customer service. I have called this hotel more times than I can count regarding a refund that I am still waiting for. The first person I spoke with was respectful and told me to contact my bank. She also said I would receive a receipt showing that the refund had been processed. I followed exactly what I was told and contacted my bank. My bank confirmed that there is no indication whatsoever of this money being returned or even pending back to my account. Since then, I have repeatedly tried calling the hotel, and getting someone to actually answer has been nearly impossible. I finally reached someone today, and instead of trying to investigate the issue, take my information, check the transaction, or even show the slightest interest in helping, her response was essentially that I should call the manager tomorrow. She then proceeded to question my bank and tell me that other guests do not have these problems with their banks, as though that somehow resolves my missing refund. She even suggested that I could come back to the hotel to check it. I LIVE IN ANOTHER PROVINCE. Am I seriously expected to travel back to the hotel because your staff cannot properly investigate a refund over the phone? What makes this even more frustrating is that she did not ask for my name, reservation information, transaction details, or anything that could have helped her actually look into the situation. There was absolutely no attempt to go the extra mile. Instead, I was questioned about why I had not spoken to the manager already. How exactly am I supposed to know your internal procedures? I am the customer. I contacted the hotel repeatedly and followed the instructions YOUR staff gave me. The conversation eventually became heated, and she hung up on me claiming that I was being disrespectful.

Free breakfast. Size of the room Staff was not helpful when I asked them for directions. Just told me to connect to WiFi and use Google maps. I was confused with the directions (Google Maps) that's why I asked.

Location downtown Parking is way too expensive and the breakfast protein options could be improved

The location was nice until it got dark. As the police said, there is a lot of open drug use and alcohol, so you will see weird stuff. But you will be ok. We checked in around 6 pm. The room had no access to the bathroom. The door was broken and stuck in the closed position. The maintenance man came to fix it, so we went out for a walk and dinner. When we returned at 9 pm, we went past the front desk with no acknowledgement of the issue. When we got back to the 7th floor, the door was not fixed. We went to the front desk and were told that we would have to use the bathrooms in the basement/Breakfast area. So, we were told that if we had to use the restroom in the middle of the night, we would have to leave our room and travel down 8 floors to use a public restroom. And that we would not have a shower until it was fixed. I offered to fix the door for free; the young woman told me I would be charged for breaking the door if I fixed it. The young woman at the desk turned and walked away. We packed our bags and went to the front desk to check out. The young man at the desk told us we would not get a refund for the first day, during which we were in the room for all of 30 min. The young man was very dismissive of my wife. Waving his hand at her as if my wife was beneath him. It was let go; being in a foreign country on vacation, we left.

They cancelled my due to air conditioner was not working but till now I haven’t receive my refund.

Bad

location aervice , broken elevator, broken a/c

Pleasant

Everything The parking

Superb

There is nothing to be liked about this property except thier Worst customer service and lack of any single facility. I recommend everyone not to book with this property if you want to save your money and time

Bad

The location was great- nice and close to St. Catherine's street. The parking was convenient and safe. The Price was affordable. The style/decor was modern and pleasant. We were a little late checking out and there was no pressure to hurry up and leave. The front desk was understaffed and took a long time to check out and in. Long lines. The pillows were uncomfortable.

Breakfast was chaotic and choices were limited. Was in line with the price point.

Superb