Le Bonne Entente

They charge the price of a 5 star luxury hotel - but it’s really not. We were highly disappointed with the service and the extra fees that were charged to us. First of all, upon checking in, the receptionist never told us that there was a fee for the parking, and not a small one. 20$ per night for an outdoor parking lot in the area is unreasonable. Second, while I mentioned before my arrival that I would be travelling with my dog, NO ONE told me that they would charge me an extra 75$ per NIGHT just for that. And not only did they not provide a dog bed as promised, we had a kid’s bed brought in our room instead, and had to ask the front desk to take it out. To top that, the room keys were constantly deactivated even though we were not putting them near credit cards or phones. We had to go back and forth with the dog through the lobby a number of times because the keys were not working. It was less than convenient. Other than that, the room was comfortable but outdated and not sound proof - we could hear the conversation in the room next to us when we were in the bathroom. Oh, and no shower in our room - careful to review the room type when booking. The food at the restaurant was decent enough, but overpriced for what it was. Overall, it would not have been such a big deal if it wasn’t for the fact that we paid for a 5 star hotel and did not receive the service that went with the price. I have had a much better experience elsewhere for the same price. I expressed my frustration upon checking out and the receptionist did not even look interested in my opinion.

Very nice hotel, with a spa, pool, and other exceptional amenities. Couple little things to nit pick about the rooms, like the amount of pillows, and toiletries, there are some free espresso pods and espresso Maker which is nice. The biggest drawbacks are room service asking to clean at random times, and sometimes speaking only Spanish. Also our key card deactivated randomly, which caused some inconveniences. Otherwise a very very nice place to stay.

Described as a 5 star hotel but it’s really not. The hotel is set in nice surroundings, a 35 minute bus ride into the city. The pool area and outside spaces are good. Our room was a good size with an extra seating area. It was clean & comfortable but a little dated & dark. The service is what lets it down. The rooms do not have a daily clean unless you stay for 4 or more nights. There was a coffee machine in the room but unless you drink espresso sized coffee, just paper cups are provided. No room safe. The restaurant had a pleasant atmosphere, the staff there were friendly and helpful. The menu had a limited number of choices, although what we had was good.

We stayed at the hotel for one night, and while the property itself is beautiful, our experience was overshadowed by several major inconveniences. The check-in process was particularly disappointing. The receptionist who checked us in was not welcoming at all; despite my attempts to engage her in conversation by mentioning it was my partner's first time in Quebec, she showed no interest in making us feel welcome. She seemed uninterested in her job, and it was evident she didn’t want to be there. This lack of attention likely contributed to the problem with one of our room keys, which did not work when we first tried to enter. To make matters worse, someone entered our room without knocking, just to deliver two paper coasters, while the door was fully shut and locked—an unsettling experience. We had to go back to the front desk to get the key fixed, which could have been avoided if the check-in process had been handled properly in the first place. Although the gentleman at the reception was very polite and helped resolve the issue, this added frustration could have been easily prevented. On a positive note, the doormen were extremely friendly and helpful with our luggage, and the restaurant was the highlight of our stay. The food was delicious, and the service was fantastic. The staff there were warm, welcoming, and truly made us feel valued as guests. Overall, while the hotel has a lot to offer, the lack of professionalism and attentiveness from some staff members made our stay less enjoyable. Even if someone is having a bad day, a basic level of courtesy and attention to detail is essential in hospitality. A more consistent and welcoming approach from all staff members would significantly improve the experience.

Me and my wife did not fully enjoy the Bonne Entente. As per its reputation, we were expecting to be treated like king and queen, especially during Christmas time. I booked the Bonne Entente for three nights and also booked for the Christmas supper at the MC Lounge. First the hotel. It is very nice with great activities and surprises such as a play room with pinballs, foosball and air hockey. Great for kids and adults. We like the hot chocolate time as well as the impromptu bar outside the entrance. Where we had a problem was with the room. I had booked the cocooning room, which on the website, promised large HD tv, a stereo system, ergonomic chair, a safe and shower. What we got was a what looked like a 27 inch tv, no stereo, no safe, no ergonomic chair and a handheld shower which was impossible to use because the bath curtains would not close all the way. And also, what is it with only making up the room after three days as per your "policy"? We had to request new towels and facecloths and soaps every day! Gone are the days where the bed would be made up, soaps replenished and towels changed upon request daily? To me, this did not feel like a 5-star hotel. Upon making our discontent heard to the front desk, Nicolas promised to talk to management and see what could be done. And we didn't hear from him ever again. We paid a nice sum to have a room as per its description and ended up not getting what we paid for. In the end, we were somewhat compensated by the lady who processed our check out where she reimbursed the resort fees and the parking. But ultimately, what I wanted was the room I had paid for and it seems that was not possible. So for that reason, the Bonne Entente is not a hotel I will be able to recommend. Second, the Christmas dinner buffet at the MC Lounge. We had booked for 8 o'clock. Well, apparently, when you book for the last "service", you have to expect to run out of some food at the buffet. Even though the price was the same at $109 per head, a lot of things were missing from the buffet. No more turkey, no more veggies, only potatoes, no more cheese station, half the desserts were gone and no more fruits for the chocolate fountain. We were quite disappointed, especially for a Christmas supper and for the price. One would expect, again, to be treated like a respected customer and get the same choices as someone having booked the earlier service. That was not the case. Although I will say that the food that was left was very good. Pics: "Large" HD TV. "Ergonomic" chair. Working desk.

The place is pretty but kind of old and the appliances + smells in the room prove it. Our suite smelled of old pee and perfume + chlorine from the bath I drew. Not the best combination. Our AC started automatically at 11 pm and made me jump with the sudden loud noise. The sofa was stained. I wish there had been an instruction manual for the spa bath in our room. The restaurant thinks it's special but it's really just overpriced. No real vegetarian options except for 1 pasta dish that was neither tasty nor generous. Kids fries were burnt and the dessert cart was left unattended so that curious children were able to touch the food. Waiters held the plates with their bare hands instead of a towel and honestly I hate when someone else's fingers get *into* my plate and them on a tablet screen or on a payment terminal. It seems pretty basic. The staff is really nice though. There was a lot to do outdoors but unfortunately it rained so we couldn't have a full experience. The gym is clean and nicely equipped. Please change the candy in the "fun room", those look like it's from Halloween, 5 years ago, and open the windows of the whole place instead of adding synthetic perfumes. Not worth the money in my opinion.

One star is far too generous—if I could give less, I would. I have never encountered such appalling customer service in my life. My family and I arrived as a large group, and from the moment we walked in, we were judged and mistreated by the manager. Our room reeked of mold, and when we brought this to the manager’s attention, we were essentially told they were ‘expecting a complaint.’ While I could detail the many issues we faced during our stay, the most frustrating part came after we checked out, when we were charged for items that had already been paid for. If you’re looking for a relaxing, home-away-from-home experience, avoid this place at all costs.

The only improvement I would suggest is firmer pillows. When we contacted reception they said there were no firmer ones available other than what was in the room. Also your staff are great, a real credit to you. Especially sweet Elliott on concierge and the receptionist who checked us in (her name escapes me right now unfortunately). Your jacuzzi is the perfect size, temperature and jet power. We will be back, and be recommending you to our friends.