National Hotel & Suites

Our stay was extremely disappointing, not only because of the poor service we received, but because of the complete lack of accountability afterward. Before leaving for the day, we informed housekeeping that our room could be cleaned. We returned in the evening to find it had not been serviced. When we politely raised the issue at the front desk, the staff member named Stephanie rolled her eyes at us, and while we were speaking with the manager, Stephanie raised her voice at us in front of other guests. We remained calm and respectful throughout the entire interaction, yet the manager did nothing to address her employee’s behavior or offer a reasonable solution. What made the experience even more shocking was the manager’s (Donna) comment that “it doesn’t matter if you’re Diamond for Life.” After spending thousands of dollars and years of loyalty with this brand, hearing that was incredibly disrespectful and made it clear that loyal guests are not valued. To make matters worse, we emailed management after our stay. More than a week later, we still haven’t received a response, not even an acknowledgment. That level of customer service is simply unacceptable. The housekeeping failure was frustrating, but the disrespectful treatment and the complete lack of follow-up from management were far more disappointing. We expected professionalism and basic courtesy and received neither. Unfortunately, based on our experience, we cannot recommend this hotel and will not be returning.

Good hotel but location not so great

I love this place. It’s right next to the Ottawa tram station Lyon which gets you everywhere. There is a huge food basics also. Early check in was appreciated. Safi was wonderful throughout the stay and a special shoutout to the servers in the restaurant as well. Room is impeccable. You’ve got a microwave, mini fridge and keurig coffee maker. Air conditioning is cold. Bathroom is huge. Floor was quiet the entire time we were there.