Thank you for sharing the few challenges that you unfortunately had to experience during your stay with us at the St Thomas Comfort Inn, we do apologize for your experience and the impression it left on you.
I am sorry that our attempts to handle this power outage situation failed to meet or exceed your expectations. We were trying our very best in a difficult situation during the wind storm which knocked out the power in a large section of Elgin County and surrounding areas for approximately 5 hours between 3:00 pm and 8 pm. Luckily a very large majority of the St Thomas businesses and restaurants were not affected by this power outage.
Our emergency lighting is operational for approximately one hour after the power goes out. The majority of power outages experienced in any area are not typically 5 hours long, except in extensive damage situations; which this was. We attempted to update our guests with ongoing information as to the cause and expected return time, we made several trips to various stores in the area and spent hundreds of dollars on batteries, emergency lighting for the hallways, stairwells and flashlights for guests to take to their rooms. I am very sorry you were not given a flashlight during your check-in. We checked in several guests during the power outage and we were trying to give as much information about the situation as possible. I do apologize if this came across as unapologetic, our care and concern about our guests is very important.
I was at the property during the entire outage and afterwards, with the exception of time spent purchasing lights and I do know your group was able to utilize our lobby for several hours for a social gathering later in the evening and hope you found that part of your stay enjoyable.
Again, please accept our sincere apologies for the inconveniences experienced during your stay. Your feedback is very valuable to us and we will certainly be sharing it with our team for review as we move forward. Our goal is to provide each guest with a service driven experience and we offer our apologies in this case if we missed the mark. I truly hope you will stay with us again in the future so we have the opportunity to exceed your expectations.