Comfortable rooms and friendly service, but everything they advertise online is not available, so bear this in mind! The roof terraces, gym and other reasons we chose to stay here were all closed for no discernible reason and without warning nor apology. Similarly, no availability in the spa for the duration of our stay. Disappointing and they should really update their website to reflect reality.
By far the best hotel experience we’ve had since the beginning of the pandemic. The staff were beyond accommodating right down to the valet having water ready for us when we left the hotel. The restaurants were amazing even tho it was mid week and a bit slower the restaurants were open late and fully staffed, no shortened menus or food cut off times. This will definitely be the hotel we will continue to stay at when coming to Montreal. Best part is it’s right in the heart of old port so everything is walkable.
My husband and I enjoyed our stay very much. The room are nice and modern. Valet services were good and front desk was friendly and helpful. There are a few nice restaurants on site and many sights are within a short walking distance in Old Montreal.
I am going to stick to the facts, because the emotions were so overwhelmingly disappointing, that I can't even go there. I do not mind paying for a luxury brand if it backs its promises. At almost $900 per night for a small suite, one would expect a lot from this 4-star rated hotel. You would be wrong. I will go through the website details, and compare to the real world experience. "Custom plush pillow top mattress" I expected a king bed, because all other rooms have a King listed in the Deluxe category. This one is not a King. I have a king at home. My husband and I can barely find each other in it. This is probably a Queen. My mate and I were bashing each other in a tangle of limbs all night. And it is the most uncomfortable bed imaginable. It feels like a piece of plywood covered in Egyptian Cotton. You will need the multi-jet showerheads just to work the kinks out of your neck and back. The management should spend a night sleeping in this bed. I've had better in a Holiday Inn Express. "Robe and slippers" There are no robes. This is a lie. Robes were not in the room. There are hooks... you know where robes might go. But no robes. Expect to wrap yourself in a bath towel like you're back in your broke-a$$ college days. "bathtub" Yes, there is a tub. They don't give you any salts or bath bubbles for it, but it's there. You probably won't want to bathe in it though, because when you run your hand down the sides, you can feel the "ring around the tub" that indicates there is dirt there that hasn't been cleaned off from a prior guest's use of the tub. "heated towel rack" Broken. Doesn't work. Don't even bother trying. "double vanity" True. But the sinks have overflow drains that haven't been cleaned since the first books of the bible. They are disgusting. Full of black slime and mold that clearly is not cleaned between guests, if ever. Sanitation is a major issue with the housekeeping at this establishment. "outdoor pool" Probably true. But we were informed on check-in that we aren't allowed to use it as guests unless we 'book' it in the spa, and pay $45 each visit. I was absolutely speechless. Why even list it as a hotel amenity then? I'm not paying $45 each day to use the hotel swimming pool, at the hotel I AM STAYING AT!! "twice daily housekeeping service" Absolute lie. Housekeeping came twice during my 5 night stay. I assume the 'twice daily' refers to housekeeping and turndown service. Turndown never happened even once. Not once. Housekeeping never came on day one at all, even though we turned on our green light once we left our room for the afternoon. They came on day two once, made the bed, replaced shampoo. That was the only replenishment of the soap/shampoo/toilet paper in our entire visit. They don't even clean the sinks. They were still dirty with a few flecks of toothpaste and baby hairs from my husband shaving earlier in the day. Truly astounding. They made the bed the next day, and never replaced any used amenities. No shampoo, no coffee, no fresh glassware. I guess two cotton swabs and two miniature bottles of shampoo will get two grown adults through almost a week, right? And we never saw housekeeping again. The last 2 days, no one ever entered our room to clean, make the bed, or replace any used items. I have no idea why. None. Oh, except on the last day, when checkout was at noon, and the housekeeping person rang our "do not disturb" lit room at 10:45 to ask us when we were leaving. I've never experienced anything so rude in my life. "Do Not Disturb" exists for a reason, and we were nowhere near overstaying our 12 noon checkout time. "complimentary bottled water daily" Not true. There were two fresh bottles of water in the fridge on our arrival, and it was never stocked again. "fully stocked minibar with curated selection of snacks" Not true. No minibar. No snacks. Like, there is no minibar. I have no idea why it's legal to even advertise these features as being part of your room class when they don't even exist. There is no minibar. This is a complete fabrication. "Nespresso coffee maker" True. But they don't replace your used coffee pods and they don't change out your used glasses and cups. So, you can have coffee on the first morning, and that is all you are going to get. Hope you're not thirsty, because they ration the coffee and water like wartime. And if you enjoy drinking coffee on day two in your already dirty cup, this is where we have to part ways, friend. "24 hour in-room dining" Maybe. But there's no menu in the room, nor any information about how to access a menu. The informational booklet in the room said there was supposed to be a menu in it, but there wasn't. And the information in that booklet also said we would be left a card each evening in case we wanted to order room service breakfast for the next day. No cards at all. Nothing ever came of this. "large terrace with wonderful views of historic Old Montreal" This is a mighty fine S-T-R-E-T-C-H. What you see in the online website photo is what you get. Views into windows across the street. No street view at all. If you look out over the terrace walls, you can look at your neighbour's terrace. Or you can look at the cantilevered roof projecting from the building below. You can get sky and you can get the side of a building. No real views at all. This is a very liberal take on what most people would consider a view. Also, the terrace furniture is hazardous. There is no table like is shown in the advertising photos. There are 4 chairs and a footstool. The chairs bake in the mid-afternoon sun and become alarmingly hot. No umbrella. Some of the chairs are straight-up metal and heat up like one of those children's slides in the midday sun. I wouldn't sit on one unless I wanted to experience third degree burns on the backs of my thighs. There is no shade or cloth cushions or anything to protect you from harm. Don't bother to take your wineglass or coffee cup outside. There is nowhere to put it down. And it is a straight-up hazard trying to get out there. It's not like a normal sliding door. There is a massive threshold about 18" high and 18" wide that you have to somehow step over to get outside. My husband at 6 feet, 2 inches could manage it. Me? Not so much. I have bruises on all sides of my calves, front and back, from trying to get in and out. There should be a stair riser going out, and a stair riser coming back in. Unless you are athletic and nimble, this is just insane. I can't imagine this is to code. The good bits? Location is mint. Water pressure is excellent. Windows block noise really well. The porter who took our bags on arrival was excellent. The room was ready when we arrived, even though we were a bit early. And the gent who called us a cab and helped us get our bags into the taxi when leaving was an absolute gem. First person to offer us a bottle of water in a 5K five-day stay. This hotel has everything it needs to make someone's stay unimaginably excellent. But, they have a long way to go. Someone in upper-level management should go up the hill and stay at the Ritz Carlton for a night. Similar pricing, but those people know how to pamper a guest. They could learn a lot. I come to Montreal once a year for about a week on business, and some additional pleasure trips, as this one was. I will not be staying with this establishment again. The advertising cannot be trusted. It's an over-promise and under-deliver. Which is so sad, because the location of this one in Old Montreal is just divine.…
We stayed here and thought it was fantastic. Location is central and rooms and facilities are very nice. Although we had a great time, I would say it isn't the most kid friendly hotel. It is more of a couples hotel.