Arc The Hotel

The location was great, the lobby was very modern and sleek but not stifling. The front desk staff are all lovely! Very very friendly and helpful.

The lighting in our room was a bit odd. Nothing crazy, but we only had 3 lamps and no overhead light.

Excellent location offering good value for money. On site restaurant open daily 07.00-21.00, handy when arriving from long-haul. Airport transfers arranged by front desk staff. Room quiet and bed extremely comfortable.

In room facilities fairly limited, no bottled water provided although chilled dispensers and cups/glasses were available in lobby and restaurant. Room decor a little tired - could do with updating, but everything important was in full working order.

Good location in central Ottawa

The bed was comfortable.

We had to wait almost 2 hours for our room to be ready and only received access to our room after threatening to complain to Booking.com about the service. Guests are not served in priority sequence at this hotel. When we tried to check in at 2 pm we were told our room was not yet ready and to return at 3 pm. As we were tired from our trip, we opted to wait out the hour in the lobby. As we sat waiting (we were at first the only couple waiting other than one other couple that was seated there before us) we noticed many other guests arriving and trying to check in only to be told their room was not ready either. So, they joined us seated in the lobby. After the hour had passed, I returned to the front desk and this time was told: “Madam, your room is still not ready. You will need to wait and I cannot tell you when it will be ready.” I found the response odd as normally, other attempts would be made to satisfy a guest such as seeking an alternate room that was already clean. Upon receiving this abrupt response that left me wondering if wevwould be left waiting hours and possibly never be offered accommodation, I sat down once again but this time dialed Booking.com to complain and request a refund and change of hotel, seeing as we had reserved there with no cancellation options online. I was not sure what could be done in this strange circumstance. As I waited on hold, I approached the desk and informed the desk clerk that I was waitng for Booking.com to respond as we did not wish to wait any longer so would be requesting a full refund and change of hotel. I then stated: “I do not understand how guests are prioritized at this hotel. Why is it that we arrived before anyone else now in the lobby yet for the last 15 minutes I am witnessing other guests that have recently arrived be given their room keys while we are told to wait further?” His response was: “It depends what type of room you requested.