2/10 Terrible
Azmina
Traveled with group
Sep 16, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Beware of Fraudulent Operations at Cambridge Suites!
I am compelled to share my disheartening experience with Cambridge Suites to warn future guests about their deceitful practices. Despite booking and paying four months in advance, I discovered upon arrival that I had no booking. Allegedly, an email was sent to me two weeks prior to confirm a transfer to a different hotel due to an "operational overbooking," but I never received such a message. When I reached out to guest services, they suggested that I check my spam folder. It is interesting to note that Cambridge Suites is aware of the issue with their emails ending up in spam and yet continues to communicate critical changes through personal email rather than using the Expedia portal, which still showed my original booking as active! This misleading practice left me scrambling for accommodation upon arrival.
The alternative hotel had mold, was undergoing renovations, and lacked the amenities I had considered crucial. Instead of the 2-bedroom suite I had originally booked, I was given a single studio and four adults had to share one bathroom. There was no offer of a partial refund or an additional room to compensate for the downgrade. Instead, I was made to feel fortunate to even have a room.
My short trip was consumed by futile attempts to reach management and I can't find a high-level contact on the internet to submit a formal complaint. I will be complaining to BBB and the Ontario Consumer Protection Agency.
Azmina
Stayed 3 nights in Sep 2024