Waterfront Hotel Downtown Burlington

The bed was comfortable, and the location is central and right on the waterfront. The room was a bit rough, though, and some bathroom products had already been used by the previous guest and weren’t replaced. Parking was challenging, and it should be for hotel guests only. I would have liked breakfast to open at 6:30. Fine for what it is.

I’m writing this after midnight from the hotel because I can’t sleep and feel threatened. The front desk interaction left me shaken and uneasy, and I didn’t feel safe. As a petite woman, I found the staff member’s tone intimidating. I even needed to keep Expedia customer service on the phone because I felt so uncomfortable. I spent the rest of the stay making sure my room was secure and avoiding further contact. The pool was closed for service too, and after what happened I didn’t feel at ease using other amenities or ordering from the restaurant. The problem started when I received a parking ticket despite having paid for parking. I brought it to the front desk and was told there had been an alleged error on the vehicle information sheet I’d filled in, that I’d written a “9” instead of a “4” on my license plate. I can see how a “4” might be misread as a “9,” but any uncertainty could have been cleared up easily. Estaban was dismissive and insisted I was at fault. I would have been satisfied with a simple acknowledgment of the misunderstanding and an apology. I later spoke to a manager, who said the hotel wasn’t directly responsible for parking tickets, but would email the appropriate party and follow up. No one did. I called again just to make sure my plate details had been corrected so there wouldn’t be another issue. Estaban again focused on blaming me, raised his voice, spoke unprofessionally, and threatened to call the police. The Expedia agent also agreed the behavior was unprofessional and said they would request a full refund, subject to hotel management approval. Mistakes happen, but the lack of professionalism, accountability, and follow-through was very disappointing. I left feeling disrespected and uneasy. I hope management takes this seriously and looks at both the parking process and how concerns are handled. This could have gone very differently. I’d appreciate follow-up about the parking charge and ticket.

I keep coming to this area for special occasions, and it never disappoints. The surroundings are beautiful, and the locals are exceptionally friendly and tidy. The hotel is well designed too, though it could use a major technology upgrade. Smart TVs with online streaming apps would improve the guest experience and might attract more visitors, especially since many nearby hotels may not have that feature. Some selected Airbnbs do offer it, so I think the hotel should consider making the change.

The good thing is the location, right across from the Pearle. The room had lots of hair on the sheets, and it was clear it hadn’t been fully cleaned. I told the front desk right away and the worker moved me to another room, but that one wasn’t clean either. There was still trash in the garbage and towels on the washroom floor. The woman working that night wasn’t helpful, though the woman working the next morning, Saturday, was.