Upper Canada Mall Tours and Activities

Everything was perfect I want to personally thanks staff at night for making the checkin easy at 12:00 Am I would definitely visit again for my next trip Thank You Everyone

We have stayed at this hotel and spa multiple times and always have an excellent experience. Unfortunately, not on this occasion. We were allocated a room in the Gate House (separate building) which in itself was not an issue. However, we were not informed that there was an event taking place in the Gate House with music playing until midnight. When we called the front desk at 10 to ask when the music was going to be ending they claimed they were not aware there was going to be music at the event and that it would be ending at 11. They did offer to go and ask for it to be turned down. If they did, it made no difference. And as noted the music went until midnight. We then endured all the sounds of the event ‘tear down’ for at least another 30 minutes. The sound proofing between the guest rooms and the event space is not good. What made the whole thing even more disappointing was at check out the next morning when we shared the feedback the staff were dismissive and once again repeated that they were unaware there was music booked for the event. I have to wonder about the event management team and why the details were not shared with the front desk. At the least an alternative room could have been offered to us on the Saturday night and at best some kind of compensation for the very disturbed night. We sadly may now try somewhere else next time we’re in NOTL.