Our suite at the Royal Harbour Resort was great. Lovely views over the water. And it was large and well appointed.
However—and this is significant—the check in process was nightmarish! We were driving from near Kingston and had to leave later than expected through circumstances beyond our control. I called before we left because I knew we would be late arriving. I was told no problem, there’s someone on the desk till 11:30. Then, weather and traffic made us even later and I called again to say we would be arriving close to 11:30. Again I was told, there is no problem. If you arrive after 11:30 there are numbers posted to call and get instructions. We arrive right at 11:30. No one there. Call first displayed number. Crickets. Call the second number. Crickets. Leave messages, wait for a call back. NOTHING. Keep calling. No one ever answers. Eventually we have to leave, drive back to Collingwood, where we have to pay for another night at a more expensive hotel. My two sons were with us, and I kept thinking, what if our kids were little? We were in the area to meet up old friends and go skiing. I was so angry I barely slept.
While the matter was eventually resolved with a refund, plus additional compensation for the extra we had to pay at the other hotel, at no point did I receive a phone call from either of the numbers I had been calling the night before. I’m not convinced my messages were even listened to. Front desk staff were polite and helpful. The bosses, obviously not!