Approx. 15 times a year my wife and I take a leisure trip. Many times we return the rental car to the airport the night before an early morning trip. We do this regularly to save a day of rental but mostly because we like booking an airport hotel that offers a complimentary airport shuttle. That way we don't have to worry with returning a car to an unfamiliar place in the dark. This is especially important to us when we've never been to that airport.

We arrived around 5pm to the Days Inn Calgary Airport Hotel the evening before our departure. Since I would need to return the car I asked, as we were checking in, if the shuttle was running. The clerk said it was but that I would have to pay for it since I was using points. 31.00 per use. I reminded them that they offered a complimentary shuttle and they told me not for those who pay with points. Asked them to show me where it said that on the website or in a confirmation email sent to me or anywhere for that matter. They of course couldn't. Told them that I had never, ever been charged for a complimentary service when paying with points at any hotel, EVER. They didn't care. The quote was, I believe, 'If we didn't charge you for the shuttle it would be like we were paying you to stay here.' They also asked, 'Did it say in your confirmation that you'd get to use the complimentary shuttle?' No, but it also didn't say that I'd get a bed with sheets or a room with a locking door. But I did assume that I would. Their website said guests would receive complimentary shuttle service when I booked with them without ANY reservations. Their front desk comments were simply ludicrous. I had to walk away as I was just about to lose my temper.

I called Alamo and spent about two hours trying to get them not to charge me another 110. for the additional 8 hours. Finally got someone who could make it reasonable.

And sure enough, we did get lost the next morning. Extensive construction along with it being before sun-up contributed to this exasperating situation.

I could not have been more disappointed in a hotel and their customer service. We had a most wonderful time in northern Alberta. But it ended with nothing but a very sorry experience at the Days Inn Calgary Airport.