Tim Hortons — Restaurant in Town of Sylvan Lake

I visited the Sylvan Lake location last week and used the washroom prior to placing an order. Upon entering the facilities, I was immediately struck by the lack of cleanliness. When I approached the sink to wash my hands, I was confronted with a filthy basin filled with approximately a quarter-full of stagnant, dirty water due to a clearly plugged drain. I did not raise the issue at the time, as I became distracted while waiting in line behind several other customers.

However, today—seven full days later—I returned to the same location and again used the washroom. Shockingly, the conditions had not only remained unchanged but had worsened. The toilet seat in the non-wheelchair accessible stall was visibly soiled, appearing brown and completely unsanitary—an obvious health hazard and unacceptable by any standard of public hygiene. I was forced to use the wheelchair-accessible stall instead. Upon attempting to wash my hands, I was dismayed to find the same sink in the same disgraceful condition, still full of filthy, standing water.

This is not a case of temporary oversight. This is ongoing neglect.

After placing my order, I requested to speak with a manager. A female manager came to the counter, and I spoke with her privately and respectfully. I described in clear detail the state of the facilities, informed her that the issue had been present one week earlier, and recommended she contact a plumber. She claimed there was a cleaning schedule in place when I asked but cited staff shortages and high traffic as a reason for the conditions. That explanation is completely untenable. There is simply no reasonable justification for allowing a washroom to remain in such a state of disrepair and filth for an entire week—if not longer.

The prolonged failure to maintain even basic sanitation standards strongly suggests a systemic lack of competence and responsibility on the part of both management and ownership. In my view, this constitutes negligence and a potential violation of public health regulations. Do the staff use this washroom? It makes me question what kind of cleanliness practices are happening, or NOT happening, in the kitchen as well.

I am documenting this in a review in the hope that immediate corrective action will be taken and maintained. If I happen to visit this location again to find the situation persists, I will have no choice but to report the matter to Alberta Health Services. If I don’t make it in there, hopefully someone reads this to get an understanding of how long it has been going on and makes the...

This town needs to either open a second Tim Hortons or this location needs to hire staff that doesn't make the other staff AND the customer feel like they're a giant inconvenience. Everytime we have gone through the drive thru the staff have never failed to make us feel as if we make their jobs difficult by ordering food and customizing our meal, ie replacing an egg with a hash brown or adding a sauce to sandwich/wrap. Even just ordering more than one meal. Today, Feb 19th around 1:30PM, we went inside rather than drive thru to see if it would be less of an inconvenience for them to customize my order and make more than one meal. Upon ordering the gentleman at the counter was very approachable and kind, but was instantly taken back when I asked for no egg on a sausage farmers wrap and to replace it with a hash brown. I suspect he may be a newer staff member. He went to approach one of his co-workers, whom was preparing the food, and her response from the back made myself feel like I had ordered something ridiculous and like he was dumb for asking her about it. She then approached the counter with the same attitude and instructed him through it to get my order in. I don't know protocol for charges/prices but I asked for a meal with a hash brown and instead got charged for an extra hash brown (the one in the wrap) with a drink on the side and did not receive the side hash brown for the meal.

As someone who works in customer service, I believe this encounter was completely inappropriate on the superior staff member's behalf and these repeated experiences have certainly deterred myself and others from going to this location. Definitely do no recommend unless you're looking for the "Karen...

I never leave a review on things but something MUST be done about the manager Honey at this place.

I have been in 3x in the last month and every single morning I've been there she is berating her staff. LOUDLY. Particularly the younger ones, earlier this week the young girl who was serving me was trying not to cry while that manager was berating her shouting her name over and over and over as she took my order she LITERALLY had tears in her eyes.

The week before a coworker and I were in waiting for our drinks and a young man was cleaning a table behind us and she SHOUTED across both of us to him to get back over here and then loudly berated him and stormed off.

Who is this owner? Do they not care that there's literally posts and posts about this woman, the turnover of employment is abysmal, everyone there looks miserable when she's there... what is going on? This is a lovely small town and we ALL see what is happening.

To the staff, please remember mot everyone is this miserable, and this is a problem with her not you. And there are actually adults out there who see your efforts. Some people suck and it's absurd that whoever owns this place is okay with this open secret the whole town knows. Don't support any business that allows and tolerates abuse get a coffee elsewhere AND hire these poor kids so they don't have to tolerate such...