Mitchell
Google
Our stay at this hotel was extremely disappointing due to ongoing communication issues and consistently poor customer service from the front desk.
A few days prior to our arrival, we called the hotel specifically to confirm that the $300 deposit could be paid using debit. We were assured this would not be an issue. However, upon arrival, we were told their machine would not accept our debit card, and the receptionist claimed the issue was with our card. This was clearly not the case, as we had used the same card successfully minutes earlier at a nearby shopping center and again later that evening at a restaurant. We also contacted our bank, which confirmed there were no holds or blocks on our account.
We also contacted the hotel in advance to ask about check-in time and were informed our room should be available by 1:00 PM. We arrived in Montreal early in the morning and checked our bags with valet, fully expecting to return later for check-in. At that time, the front desk again confirmed we could check in after 1:00 PM. We explored the city and returned around 3:30 PM, only to be told we needed to wait another 20 minutes because the room had not yet been cleaned. After waiting closer to 25–30 minutes, we were finally told the room was ready.
From the very beginning, the front desk staff were unwelcoming, closed off, and unfriendly. When we attempted to pay the deposit using debit as planned, we were again told there was an issue with our card. We then tried our debit Visa, which also “failed.” There was no empathy, no attempt to troubleshoot, and no hospitality shown. The receptionist was standoffish, visibly irritated, and implied the problem was entirely on our end.
We were then told we could not stay unless we provided a credit card. We explained that we intentionally use debit and cash and avoid carrying high-interest credit cards or lines of credit. We asked if an exception could be made or if we could pay in cash instead. After some resistance, we were told they would “ask the regional manager” to make an “exception,” again framing this as if we were at fault.
My wife then walked two blocks to withdraw approximately $1,000 in cash using the same debit card that had supposedly been “declined.” Once again, our bank confirmed there were no issues with our card. When we returned and paid in cash (for the full three-night stay plus deposit), there were no apologies, no acknowledgment of the inconvenience, and no compensation offered for the time and stress caused.
To make matters worse, we were not initially given a receipt. Given everything that had already occurred, this was very concerning. When we returned to the desk to request a receipt, we were told they “don’t provide receipts,” which is completely unacceptable when taking a large cash payment and holding a deposit.
Throughout the remainder of our stay, every interaction with the front desk was equally unpleasant. We were never greeted warmly, acknowledged, or treated with basic courtesy. Each encounter reinforced the same poor level of customer service. Our issues were primarily with one or two front desk staff members working the evening of Friday, December 12th.
It’s important to note that we had a wonderful trip overall, and Montreal itself was fantastic. Unfortunately, this experience was by far the worst part of our entire trip and set a negative tone that we initially struggled to move past. Thankfully, we chose to be the bigger people and not let this one experience ruin our time.
That said, we will not be returning to this hotel. We are sharing this review so other travelers have visibility into our experience when considering where to stay. There are multiple other hotels nearby that would likely be far better options.
