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Ace Hotel Toronto
The problem I have with my experience at the Ace Hotel is that a shirt was fraudulently charged to my room, and the receptionists were gaslighting me until I said I'd open a dispute with my bank.
Timeline:
Nov 23: Left around 5am to catch a flight, my boyfriend stayed and slept in since he had a later flight.
Nov 24: Found out that there's a shirt charged to my room that neither of us bought. Called the reception desk and explained the situation. Receptionist insisted that the order was correct because ID is needed for a purchase to be charged to a room. I said it's impossible because I had already left. Receptionist said she'd check in with the person working on Nov 23 and call me again in the morning in 2 days (today).
Nov 26: No call received. Called Ace Hotel again and the receptionist who picked up is not the person I spoke to 2 days ago. Checked the record and said someone came down and provided my last name to get the shirt, nothing can be done. I said ok then I'm going to open a dispute with my bank. Receptionist then offered to talk to her manager and refunded the T-shirt to me because they admitted that they weren't careful enough with the procedure (didn't check ID).
I'm just frustrated that fraud could happen in a hotel with such great reputation, and while everyone insisted that the T-shirt was charged correctly, the moment I talked about opening a bank dispute they immediately offered a refund.
Otherwise, we were really happy with our stay and the room. Many people have talked about how amazing the location / amenities / restaurants are, so I'm not going to elaborate more.
Timeline:
Nov 23: Left around 5am to catch a flight, my boyfriend stayed and slept in since he had a later flight.
Nov 24: Found out that there's a shirt charged to my room that neither of us bought. Called the reception desk and explained the situation. Receptionist insisted that the order was correct because ID is needed for a purchase to be charged to a room. I said it's impossible because I had already left. Receptionist said she'd check in with the person working on Nov 23 and call me again in the morning in 2 days (today).
Nov 26: No call received. Called Ace Hotel again and the receptionist who picked up is not the person I spoke to 2 days ago. Checked the record and said someone came down and provided my last name to get the shirt, nothing can be done. I said ok then I'm going to open a dispute with my bank. Receptionist then offered to talk to her manager and refunded the T-shirt to me because they admitted that they weren't careful enough with the procedure (didn't check ID).
I'm just frustrated that fraud could happen in a hotel with such great reputation, and while everyone insisted that the T-shirt was charged correctly, the moment I talked about opening a bank dispute they immediately offered a refund.
Otherwise, we were really happy with our stay and the room. Many people have talked about how amazing the location / amenities / restaurants are, so I'm not going to elaborate more.