Our stay at AC Hotel Ottawa was unfortunately disappointing.
The biggest issue was that our room was not cleaned for two consecutive days. When we raised this with the front desk, we expected the staff to acknowledge the inconvenience and work with us to find a reasonable solution. Instead, we were met with a lack of empathy and very little willingness to help.
Even after the manager became involved, the only compensation offered was Marriott Rewards points. As international visitors who rarely stay at Marriott hotels, this had little to no value for us. We explained this, but no alternative solution was offered. It left us feeling that resolving the issue and ensuring guest satisfaction was not a priority.
Another disappointing aspect was that the staff repeatedly used the wrong pronouns when addressing us, even after we politely corrected them. Mistakes happen, but after being informed, we expected more care and respect. Perhaps this was simply due to a language barrier.
Another example was when we asked about a sightseeing bus. The staff did not know what we meant and simply told us to “just Google it.”
Overall, what disappointed us most was not only the housekeeping issue itself, but the way it was handled. Problems can occur at any hotel, but great customer service is about taking responsibility, showing genuine concern, and making guests feel valued. Unfortunately, we did not experience that here.
