Chateau Jasper

We turned the air con unit off on arrival as the room was cold. Later in the night I turned it back on as the room was hot but it didn’t turn on. The hair dryer only blew cold air so it didn’t dry my hair

Gebouw

Unfortunately, our experience at reception was disappointing.

We were welcomed by a female staff member, but the interaction felt rather cold and showed little understanding of the very unpleasant situation we had experienced.

We had apparently been victims of a highly sophisticated booking scam involving genuine reservation details and a professionally designed fake confirmation. We fully understand that the hotel itself may not have been responsible and that the underlying security issue may have involved a larger booking platform or external system. Nevertheless, as guests arriving after such a distressing experience, we had hoped for at least some empathy and willingness to find a small gesture of goodwill.

Breakfast was not included in our already rather expensive room rate. Given the circumstances, we politely asked whether breakfast could perhaps be offered complimentary as a gesture of goodwill. This was declined at reception in a very cold and uncompromising manner.

The issue for us was not the cost of breakfast itself. It was the complete lack of empathy, hospitality and willingness to find even a small compromise after what had happened. Nobody expected the receptionist personally to take responsibility for the fraud. But good hospitality is also about how guests are treated when something has gone seriously wrong.

In our experience, a situation like this would normally lead to some attempt to find a guest-friendly solution — even if the hotel was not directly responsible for the original problem. Unfortunately, that did not happen here.

The whole experience left us with the impression that customer care and empathy were seriously lacking at the front desk, which was particularly disappointing given the price level of the hotel.

Stairs to the main floor. Very inconvenient for luggage
Reception person not pleasant.

The layout was a bit confusing between the garage elevator and the other one! Maybe a little more clarity at check-in about the hotel floor plan!

The breakfast: only few tables for big hotel is a no sense, people must wait for having their breakfast; regarding the food there wasn't a variery of choice and the price is higher for what offered.
The day of departure, we forgot two jackets in the room, and we realized it only when arrived at home, so I write them two mails asking if they fund it, no reply after more thab 1 week; sono I called by phone and after 10 minute waiting on the line nobidy replied.
It's unbelivable that they don't take care of customer mails and phone call
It

La moquette in camera.

沒有

Poor bathroom design. The door swung outwards which blocked the tea/coffee area which meant only one person at a time could be in the area. Tiny fridge.

Facilities

We didn’t have any issues with the property. Everything was fine. We lost a sports jacket and asked for them to get back to us, but they did not however that’s on us not the property. They should have water in the room.