Service Plus Inns and Suites

I was really disappointed by how the billing confusion was handled. When we arrived around 5:30 pm, I was told the amount due was almost double the $468.29 total I'd been quoted. The man at the front desk said we had “separate bookings” and should have checked the confirmation email. I understand I should have read it more carefully, but he made me feel blamed and brushed off instead of calmly explaining or helping sort it out. He even said he could refund me and I could “look for another hotel.” We were tired and had luggage, so finding somewhere else then was unrealistic and stressful. Here's how it happened: I booked two rooms through Booking.com on April 26 for May 16-17 at around $496. Plans changed, and I needed to add a night. I couldn't change the reservation online, so I called the hotel directly on April 29 around 2 pm. The receptionist first couldn't find it, then located it after I gave my name. She advised me to cancel the Booking.com reservation and book directly with the hotel. She asked for the guest count and other details, quoted $468.29, and confirmed it when I remarked that it was much cheaper than my original booking. This felt very unprofessional. Guests shouldn't be made to feel dismissed when they ask about a problem. Front desk staff, especially those handling complaints, need better customer service training. A little empathy and willingness to help would have made a huge difference.

The pool was a nice temperature and would be great for kids, and the continental breakfast was fresh and good. The rest of the hotel really needs an upgrade. The beds and pillows were lumpy, and the rooms have very old decor. The sink was old and drained poorly, and the outlet for charging my phone didn't work. The gym has only a bike and a treadmill. You'll need a car because things to do are far from the hotel.

The hotel was quiet, the staff were friendly, and the elevators were quick. I never had to wait for one. My room was a good size and the double blinds made it nice and dark. The beds were soft, though I didn't like the small square pillows. The bathroom was basic but clean and fine. I didn't use the pool, fitness room, or laundry, so I can't comment on those. Breakfast was okay. The room is a bit small, so it may get crowded and loud at peak time, but food was replenished before it ran out, which was great. There were bagels, toast, English muffins, yogurt, fruit, eggs, sausage, bacon, hash browns that didn't taste good, four juice choices, coffee, and tea. Overall, a great hotel. I'd stay again.

The breakfast was fresh, hot, and full of flavor, with hours that work for early risers and people who like to sleep in. There are also good stores nearby, including Starbucks, Mac Donald’s, and a thrift store. Our room was clean and comfortable, with everything we needed. The elevator wasn't working, but I enjoy taking the stairs, and they were pleasant. The front desk staff went out of their way to help us, and Sam was especially kind and helpful. He was also very patient with the sports teams. I had a great stay at Service plus Inn and Suites in Calgary and would definitely recommend it.