I’ve stayed at The Explorer many times (at least a dozen) in the last 3 years. When I first moved to the NWT, I actually stayed first at the newer Nova Hotel but found the room not very clean and the restaurant a waste of money for the quality of the food. After my subsequent visit to YK I stayed with The Explorer, and have kept coming back and requesting through my work as well as medical travel to always stay here. The updated rooms are great and Trapper’s Lounge has been consistently relaxing, with great staff & mostly good food. To preface, I’m not one to leave negative reviews, but after this stay I want to highlight a few of the unpleasant issues this stay has brought up as I’m very disappointed in a hotel a had previously thought very highly of. Firstly, I’d like to give hearty praise to Kate. She has been a consistent face working in the lounge and has given excellent customer service over the last several years. She has always been professional, friendly and lively even during very busy evenings when the lounge is packed. I can’t say enough positive things about her and she deserves recognition for being the kind of employee that keeps a customer coming back for the excellent experience she gives. William is a face I’ve not met before, but he gave myself and my partner also amazing customer service this past Thursday evening (April 27 2023). My partner wanted to clarify a few of the room charges and William found we had been charged incorrectly several times, as well as not provided our breakfast vouchers for our week long stay. Thanks to William, this situation was remedied and my partner was very impressed with the way William fixed the situation. However, that is where the positive feedback mostly ends for the hotel. Although the ladies working the front desk have always been mostly friendly and polite, the confusion and miscommunication around check-in, charges, and extending our stay did not sit well with us. What was already a very difficult medical trip was made even harder by not feeling confidence in the knowledge and professionalism of the front desk workers of the hotel that served as our home throughout recovering from an invasive and emotional procedure. We were over charged for incidentals twice, made late to one of our hospital appointments due to the front desk staff taking so long to answer a simple question, and overpaid for our meals when we should have been given vouchers. In addition, we left our card on the door to have our room refreshed and restocked at 9am one morning, only to return at 4:30pm to our room untouched. I called the front desk to let them know, and they said they’d “let housekeeping know, but they all go home soon”. We left for supper and returned a few hours later with our beds made, but zero fresh towels and no toilet paper- resulting in another trip downstairs to get these supplies after a long day of hospital appointments. The initial cleanliness of the room was also not at all acceptable
118 評價