Quality Inn & Suites

After driving five hours from Watson Lake to Whitehorse for a conference, we checked in and opened the door to find another traveler in our booked room. He was half naked and startled that someone had used a key card to enter. I had hauled a full cart of bags up in the tiny elevator, and with the baggage cart broken, getting everything back downstairs was a pain after that shock. My wife went to ask the front desk what had happened while I spoke with Kevin, who came out fully dressed. We both had key cards for room 234 and both opened the door. Kevin showed me his card, and the sleeve also said 234. He was a nice guy, clearly exhausted, and said he’d driven from Muncho Lake and checked in at 4 PM. The attendant insisted Kevin was meant to be in room 224 and called him an intruder, despite the matching room number and working keys. When the attendant came up, he confronted Kevin and said he should have known better, had unauthorized access, and needed to leave because his paperwork supposedly showed 224. I explained that both cards worked and his sleeve said 234, so this looked like a clerical mistake. The attendant demanded that Kevin check out and move to 224. When I said that was inappropriate, he acted as if I wasn’t there, then told me to stay out of it and blamed Kevin for not noticing the clerk’s error. Kevin had been checked in for over three hours and was tired, not keen to move. I asked whether the plan was to make him move and clean the room at 8 PM on a Sunday. After an awkward five-minute standoff, the attendant left without explaining a solution or apologizing to either of us. I left the baggage cart and ran after him to ask what would happen. He just said, “well you want another room don’t you,” then got in the elevator and left. It was absolutely unacceptable. We called my wife to update her, cancelled the reservation on the spot, and booked another hotel. I went back to apologize to Kevin for the treatment and the inconvenience after ten hours of travel and having someone walk in on him, then being accused like that. We’re here regularly for business and conferences and will never stay at this hotel again. Staff need customer service training. It was one of the most embarrassing hotel experiences I’ve witnessed, with complete apathy from staff. Our company booked the hotel for a business conference, and we’ll follow up with the event organizers and share what happened.

The room was comfortable, had good amenities, and the hotel is fairly close to the airport. But the floors squeak so much it feels like a squeaky floor factory, and whoever built it clearly didn’t think about soundproofing. If you aren’t on the top floor, people above sound like a parade of elephants. I’ve never slept so badly.

It’s been fully renovated and is definitely better than before. It’s a little away from the main strip of pubs and restaurants, though Big Bear is just around the corner and has great food. The front desk would have been more convenient if I could understand their language.

We needed a room quickly while our RV was being repaired, and the front desk was very helpful. They offered a room with a pull-out couch for my kids because there were no double beds left, but when we got there, the newly renovated room was clean and nice, just didn’t have a couch. They apologized for the system error. I wasn’t upset, and was grateful to have somewhere to stay. They’re renovating, so parts of the hotel are noisy, but it didn’t bother us. Work stops by 5.