Knights Inn Bracebridge

The room was freezing, and it smelled bad, like cigarettes. Nothing was plugged in, and brown water came out when we first turned on the tap. The bathroom vent leaked nicotine residue, and the sheets weren't clean. The room swung from too hot to too cold. Floors were lifting and breaking, and they were icy cold. It was extremely loud at night with doors slamming, and the windows weren't good enough for Canadian weather.

I booked a room by phone in advance and was called at work yesterday to give a credit card deposit. I couldn't do it right then, so they left a voicemail at 10:21 this morning saying the reservation was cancelled. I called back ready to pay at 10:26, but Kim told me it was too late. She said Saturdays were too busy to risk holding the room five extra minutes, even though no one had booked it in the meantime. I explained that I was calling back within minutes, that I work full-time and have a child and a dog, and that this was a birthday trip. I'm also often in Algonquin and could have become a returning customer. None of that mattered. Kim, who had an Indian/Pakistan accent, came across as cold, dismissive, and rude, with no flexibility, empathy, or basic customer service. I hope management takes a look at who they have representing the business. Based on how I was treated, I wouldn't recommend this place.

To be clear, I don't mean anything bad about the staff. They made a good effort to help after we found bed bugs on the bed. Still, the person at check-in didn't seem surprised when we showed them.

The beds, air conditioning, shower, and Wi-Fi were good, and the price was fair. The service staff were very kind and tried to help. Still, too many basic things weren't working: the soft drink, snack, and ice machines were all out of order, and there wasn't even an ice bucket in the room. The bathroom sink only gave tepid water, though the shower had plenty of hot water. The fridge's control knob was broken, there was no in-room coffee machine or breakfast, and the TV only worked after staff got it going. There was no security either. The outside door never closed properly and stayed open a few inches day and night. This place has potential, but the little things need attention if the business is going to grow.