TownePlace Suites Fort McMurray

I am writing to express my disappointment with the service I received tonight, November 29,2024. At 5:45pm , I contacted the front desk to request a late check out and was assisted by Mariel. She said that she would check and get back to me. However, after waiting for an extended period, finally she called me back at 7:30pm informed me that a late check out of 3pm was not possible due to hotels full capacity and my NON-ELITE membership status. I felt that her response was discriminatory and expressed my concerns. Unfortunately she hang up the phone without even telling me. Antonio, called me back, reiterating the denial with the same attitude. I clarified that I totally understood the denial, but was questioning the discriminatory manner in which guests were treated. I questioned the staff’s behaviour and expressed my hope that Management would address this issue before it’s getting worst and happened to other members/ guests. In contrast, I always had positive experiences with Nicole and Flor and it is disappointing to encounter staff who do not provide the same level of service. This location has the potential to be the best in Fortmc Murray, only without this kind of Frontlines people.