Thank you for taking the time to post your feedback. I am sorry to read your stay with the Alto left you feeling disappointed.

The Alto Hotel is centrally located, as you stated, however; with such a central location surrounded by shopping, restaurants, and transportation to most attractions we are prone to some of the noise they create. We have taken measures to limit the sound in the rooms with double glazed windows - unfortunately if the windows are open the noise from the street will be heard. We also try to offer the option of an alternative room should a guest not find theirs satisfactory. The Alto Hotel is a heritage building and as such we face certain challenges with our room configurations. We do take pride in our low rise heritage building in a city of high rises but also understand the lack of views because of this.

The Alto maintains very high standards in our housekeeping department. As a hotel committed to sustainability we do have a policy of only replacing towels if they are placed in the bath tub/shower, unlike the majority of hotels that replace towels every day. If they are hung up we will not replace them. This is in an effort to minimize water usage to launder the linens. There is a card on the bathroom counter top explaining this. We may need to reassess the placement of the card to ensure guests are aware of this policy. Our 24 hour reception is also able to have fresh towels sent up upon request.

I apologize your experience with the the staff was negative. Guest service is definitely something the Alto prides itself on and as a manager I am disappointed to read your interactions were not up to our service standard. I would like the opportunity to speak with you further on this matter and have sent you a private message through Trip Advisor so we may be in contact.

I hope we are able to welcome you back to the Alto and show you the exceptional service we are known for.