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Customer Ratings & Reviews
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2283 reviews
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Dec 20, 2024Significantly Fell Short of Expectations
My partner and I booked the Andaz for our wedding night following our civil ceremony at City Hall. We decided to book the Andaz based on recommendations that this is currently the best hotel in Ottawa and also because one of our first dates was at Copper and Spirits—something that we mentioned during our booking. The person who assisted me when I came in to drop off our bags (Ryan) was great and very helpful and attentive. However, the rest of our stay was not as pleasant. I appreciated that we got a room with a nice view but there was only one robe and no slippers, which I had to request later on. I believe the hotel thought it was our anniversary and not our wedding night and the level of attention that we received was a little lackluster. We stayed at the Sofitel in Mexico when we got engaged and the team there exceeded expectations in making our special stay so memorable and we were hoping for a similar level of service here but we felt let down. We received 2 vouchers for drinks at Copper and Spirits and were told that the bar would be open until 11 pm. We arrived shortly after 10 pm to find the bar had been long closed - something that the front desk found surprising and even tried calling the bar to make sure we didn't make a mistake. The front desk agent the next day was equally surprised as to why the bar closed much earlier than it was supposed to. We were provided 2 vouchers for complimentary hot beverages at breakfast but that didn't cancel out the fact that we missed the chance to go to the bar, which was our prime reason for the stay. We decided to have breakfast at the hotel and were extremely underwhelmed. We were one of only 2 tables and our food arrived cold. I wanted to inform our server but she never came to check on the food after she served it to us and only came to drop off the bill. We were looking forward to having Caesars and were told after we placed the order that it turned out the kitchen was out of clamato juice. When I originally came to drop off the bags the day before, the front desk agent Ryan graciously arranged late check out at no extra charge for us, but after we came back from the Byward Market, we were a little rushed, and we asked if we could have an extra half hour. The front desk agent working at the time said that there would be an extra charge, so we didn’t end up staying later. After getting up to the room, we found out our key cards had already been deactivated, and we had to go downstairs to reactivate them. The two key cards we were provided as a replacement didn’t even work in the elevator, so we had to go back again for new key cards that worked, having wasted about 10 minutes going back and forth. We were expecting that, at this point, the front desk agent would offer us a bit more time to check out with no extar charge based on the inconvenience on their end but nothing was offered. We left feeling disappointed and underwhelmed. For a 5 start hotel that charges accordingly, we were expecting a higher level of service provided on such a special occasion.
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Dec 14, 2024Great location and hotel
Rooms are really lovely, comfortable and service was great. Traveled on my own for work and the location was excellent. Would stay here again for sure! There is construction but they are trying their best to mitigate it with thoughtful things like ear plugs. Only thing I wish were robes in the room.
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Dec 14, 2024Great location. But not at the Andaz standard in terms of staffing and services. No Globalist recognition.
The Andaz is probably the nicest of the major chain hotels in downtown Ottawa. Whether here for work or pleasure, it's within a reasonable walking distance of most things. My room was clean and comfortable. The views were incredible. I was actually surprised to learn the hotel opened back in 2016 because everything feels newer. So, either they've refreshed rooms or the owner and management are doing an excellent job at maintenance. My only issues? 1) No USB outlets on the nightstands by the bed. Electrical outlets only. 2) Limited in-room amenities. Even in a suite some of the things you expect were missing. No slippers, no mouthwash, no dental kit, no newspapers or hotel directory. 3) Poor F&B offerings. The restaurant in the lobby is great for breakfast but it didn't seem to be open for lunch and was closed at night during part of my stay. At 10 pm on a Thursday you couldn't get a glass of wine because the lobby bar had just closed and the rooftop bar was closed. I could understand closing the lobby bar at 10 pm on a Sunday or Tuesday night. But 10 pm on a Thursday night? At least cross-train the front desk staff to serve beer and wine from the lobby bar. 4) No turndown service. 5) I didn't consistently see a doorman or valet. I also didn't see a concierge. The kind of staff you expect at a luxury hotel. 6) Valet parking is tricky because the entrance to the hotel is often blocked or partially obstructed by parked cars. 7) Zero Globalist recognition. No welcome letter, no amenity, nothing. Andaz is supposed to be a luxury, full-service hotel brand. It competes against the likes of Edition and W from Marriott. While I was very pleased with the hotel, it felt more like a limited-service hotel.
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Dec 12, 2024
Amazing Hotel and Staff
I travel to Ottawa a lot for both business and pleasure and always stay at the Andaz Hotel in Byword Market. The staff are amazing and the hotel quant and comfy. I arrived late due to bad weather and the man who checked me in could tell and offer me a glass of wine to welcome me. He also gave a couple of free hot coffee passes which was so kind. Due to a technical issue with my work computer I had to hard wire plug my computer in and did not have a wire as I usually use wifi. Hotel engineering came to my room quickly and gave me a wire to use and told me to keep it. Service way above expectations and so appreciated. That's why I stay at the Andaz ALWAYS!
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Dec 09, 2024
Exceptional Service and Attentive Care
I had a wonderful experience during my stay, largely thanks to the amazing housekeeping staff. She was incredibly helpful and attentive to all of my room needs. One day, I returned to my room before the housekeeper had a chance to attend to it, but when she did arrive, she was so kind and considerate. She was thoughtful enough to ask how she could accommodate me, especially since I was working in my room. She made sure to be mindful of noise levels, which was much appreciated. Overall, the staff went above and beyond to ensure a comfortable stay, always polite and accommodating. The check-in and check-out process was equally seamless. Truly an outstanding staff experience!