Le Parc Gatineau, Tapestry Collection by Hilton

The room, location, and staff I met were good, and Sergio was kind and helpful when I arrived. The customer service around the reservation was a different story. Unexpected flight changes left me in Ottawa, and I booked a room mid-trip at 7 p.m. More issues delayed me until just after 3 a.m. Sergio said the booking was marked as a no-show, so he couldn't give me that room. He offered a room under a reservation for the following day and left notes for day staff to cancel and refund it. I checked out around 11:50 a.m., before noon, but staff refused to refund that next-day room. They also said I had to go through a third party to get the original booking refunded, even though it was for the night I'd stayed. I was charged for two nights despite being at the hotel for less than nine hours, and despite requesting reimbursement the day I checked out, I never got a response. It's been over a week. The booking confirmation didn't mention a no-show deadline or say I had to report travel delays. Even after the room was cancelled, getting a key for a paid night apparently required another reservation. This felt like an avoidable administrative problem the hotel should have handled on site. The staff seemed professional and kind, but either weren't trained to deal with this situation or had been told not to help. The hotel itself was nice, but I wouldn't recommend it if your arrival or departure might fall outside their expected times, since you could end up with extra costs.