Small hotel trying to be big, cannot cope with guest arriving in bulk, had to carry own hand luggage up the stairs as a very long queue for the lifts. Breakfast, well what a shamble, we stayed at this hotel after a cruise, so part of a package, so we were given a special menu, if we chose two eggs for example we were not entitled to cereal or juice unless we paid extra and they cannot make a cup of tea. The staff were run off their feet and were not happy , when I asked for tea bags I was told , only two allowed per day per room, a fellow guest found they bathroom loo had been left in a dreadful state and had not been cleaned on their arrival and the staff have up to seven in the evening to clean rooms , not good
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for staying with us at Le St-Martin Montreal, and sharing your experience with the TripAdvisor community.
We are terribly sorry to read that, overall, you were dissapointed with your stay amongst us.
If we are indeed a boutique style hotel of limited size, we also remember your group arrival and agree that there were may things we (and the third party partner thant handled your group) could have done differently to better please you, our common client.
There was a miscommunication at the moment of the group check-in that resulted a bit of a chaoctic arrival experience and, for this we deeply apologize.
To briefly go in details, we hadplanned for your whole group to arrive in smaller buses that would allow us to manage bags and room allocation better, but, due to a change of plas by the third party in question you all arrived at the same time.
You are correct in stating we have a small lobby, and only two elevators so we sadly could not cope with over 100 guests arriving at the same time and manage the luggages as efficiently as we would have hoped. Once again, our apologies for not meeting your expectations.
Rest assured we have learned alot from this experience and will ensure such a situation does not happen again.
Regarding the breakfast, I sympathise and understand your frustration. That being said, due to size of your group (over 100 guests) our restaurant had to offer fixed menus (the Full American Breakfast offered) and that same menu was requested by the third party.
In respect to the dirty bathroom, we had pre-registered the group and given the keys to the tour leader along with a list of rooms that were ready right away and some that were not fully inspected yet. Sadly the tour leader immediately distributed the room keys to all the guests and, as everyone whent to their room, its possible a few of them were not fully cleaned.
From a guest standpoint, its certainly unacceptable and I also offer my apologies for this.
We, at Le St-Martin Hotel Particulier, specialize in offering unique and personalized guest experiencce thus I agree we might not have been a perfect fit for your large group.
Once again, I thank you for staying with us and apogize of behalf of our entire staff if you were dissapointed with the experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.