This hotel is VERY poorly managed! We booked our 1-night stay approx. 3 weeks in advance and paid in full. We were in town for a concert and relying on a decent room to be waiting for us in the late evening...a VERY fair expectation! When we arrived, the clerk told us that he had one room available for us, but otherwise sold out. He was well-aware that the room smelled like smoke, and told us that he had sprayed air freshener. After checking the room, it did have a strong smoke smell [in a non-smoking hotel!]. The clerk would have preferred to simply cancel our reservation and have us go away. But, it was well after midnight and we did not have a place to go. Never any apology, but he ended up sending us to another hotel downtown that had a room available. He told us that TRU would pay for the other room, but that we would have to pay the $48 valet parking fee. After expressing continued dissatisfaction with this, he finally agreed to cover the cost of parking. I was not happy with the idea of valet parking because I do not like anybody touching my vehicle. However, we had no other option at that late hour.
TRU was well aware that we would actually be showing up because we had parcels sent to the hotel and waiting for us. We were told that our parcels would be secure and only released with ID. Guest parcels are actually put in the unsecure open area near the clerk. He told me to find what was mine and never checked ID. Huge risk with my $300 parcels! :(