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Business Profile

Hotels

Element Calgary Airport

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:20/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In November I booked 2 nights at this hotel. When I went to my room it was cold. I checked the thermostat and increased the temperature. Went out for 5 hours. At 12 midnight I returned and room was still cold. I went down to the from desk. Two employees were at the front desk. I told them room too cold. They suggested I check thermostat. Told them I did. They said to give it time to warm up. I told them it had been 5 hours since I increased the temp. They strongly encouraged me to give it more time. I questioned this. They persisted. I went to sleep hoping for a warm room in the morning. Woke up repeatedly through the night as temp was only 19. Showered and dried off in the cold room. Talked to a manager at the front desk at about 9 am. He apologized. Said I should have been moved to a different room. Their technician came to the room and could not fix the heating unit. I told front desk I was not happy and was considering moving to a new hotel. I was told not to worry They would compensate me for the service I received. When I checked out I was told they gave me a 10 per cent discount for one night. About 12 bucks. I feel I did not receive what I paid for. That staff at the hotel did not listen to my repeated concern. I should not have to request to be moved. I am requesting a 60 dollar credit. That means the bad service and room are paid at half rate. I have tried to contact the hotel but the manager does not return my calls

Element Calgary Airport is NOT a BBB Accredited Business.

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