If you visit the website for Chateau Bonne Entente, any view that shows a TV shows a large flat screen. We had a CRT with a smaller screen. The pictures that show a coffee machine show an espresso machine. We had an older, regular coffee machine. The “carpet” in our room was what I can most closely describe as “burlap”—a rugged design that I’d expect to find in any cheap motel, certainly not in a 5-star. There was only one bathrobe in the closet, a “problem” immediately fixed with a phone call. There were no packets of coffee, cream or sugar, near the coffee machine. It turns out they are in the mini bar, as it was explained to us by the lady who services the mini bar but apparently doesn’t work directly for the hotel. She explained that one packet of coffee per day was free but we would have to pay if we wanted any more. The shower was quite an experience as the instructions themselves almost require a degree in geometry or something. I read them carefully but, as one of the earlier reviewers said, “you’re going to get water all over the bathroom”. And I did—a novice can’t really operate this equipment! Next was the alarm clock—one of my pet peeves. Every hotel has a different model with complex instructions. You should be able to ignore the clock if you want to. We did. And the alarm went off three or four times during the night and woke us up. Why isn’t the cleaning staff at a 5-star hotel instructed to insure no alarms are set on the clocks? It’s not difficult, people! Then we ate in the restaurant—the café part—not the fine dining area. The service was terrible and it took us two hours to eat a light meal. At this point, things changed for us and the hotel staff went out of their way to make things right so I give them a great deal of credit for that. Nonetheless, here’s the final word. This is NOT a five-star hotel, even four-stars is being a bit generous in my opinion (unless you pay extra to get into a suite--they are really nice). But one thing you CAN count on—if you have any complaints (I suggest you will) they WILL fix it. And that’s not a bad thing. The hotel would be much more “acceptable” if they’d just voluntarily give up one or more of their stars. Of course, then they’d be WAY overpriced!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear value guest,
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We pride ourselves in offering an extremely large variety of rooms with rates that can fit all kinds of budgets without compromising the quality of our 5 stars service.
We are very sorry that the room you originally reserved for your 5 days stay didn’t reach your expectations.
It was a real pleasure to receive you in the Spa Suite, the suite Angelina Jolie chose during her last stay in Quebec city.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.