The first time I stayed at this hotel about 20 years ago I was surprised by the kind attentions that I received. It used to be advertised as "a home away from home". Now I can assure that all the staff and personnel treat everybody as family. I have been staying at this hotel every summer for the last twenty years or so and have recommended it to friends and they share my opinion. I really feel at home when I am there every summer.
Honestly not a good start to the stay. Arrived at 4:30pm for check in. There was no welcome by the front desk. Shafiq asked if I would switch to a twin room bed when I had paid for two queen. Why would I switch when I had paid $80 more ($20 a night extra) for the bigger room/bed? That makes no sense. He just seemed really annoyed. Went up to the room and the bed was basically collapsing. Even the housekeeper there agreed there was something wrong with the bed. Why would you even have that room open for guests? Ended up waiting 90 minutes for a proper room. No compensation even though it was now 6pm. This room is clean, and one bed is great but the other is very uncomfortable and dipping in the center. There are soft beds and there beds that are VERY well used. This bed needs to be replaced. Have not slept well : ( Not impressed with customer service or the room. Do not recommend this hotel.…
Great hotel, very clean, very friendly and caring staff! Excellent customer service! I highly recommend this hotel. Carly the sales manager is the best! Ann and other staff at the reception are also very professional and friendly offering a great customer service. Sorry for not remembeing all names. Diana housekeeping supervisor is great! Lilly, Jane...all are very friendly caring professional clean and well trainned. Overal, excellent service and experience. Great team! Thank you for your exceptional service!
I've stay at this hotel 3 times now. I have a room on the 4th floor, 3rd floor and 2nd floor. I found them all the same and ver spacious. The staff are very friendly. The rooms are very clean and the bed is very comfortable. It's quiet. The only negative is that the parking is sometimes an issue. There doesn't seem to be enough parking when it's a full house. The rooms have really nice extras, microwave, individual coffee maker, mini fridge. Just a tip, the heating system is usually set to fan. If you want heat or cooling, you have to select it on the system. Once I figured that out, it was really good.
The beds were sagged in the middle and hair was in the sheets. The towels were crusty and hard - quite incredible that the towels were that awful. There was hair on the bathroom floor. We could hear people talking in the next room. It was a garbage hotel. The decor was also clearly done by a sloppy company, the wallpaper was poorly cut, etc.
I stayed 2 nights while on a business trip in January. Rooms were clean, housekeeping staff were helpful and the front desk was friendly and always available to assist. Shout to the restaurant for room service! The chow mein was delicious. Great stay!
First time visiting Markham Canada since the border close. Upon checking in at 3 am and tired. My wife went to take a shower and realized there was hair on the bathtub and in the bath towel. We immediately inspect the rest of the room and found a few syringe-like plastic and other debris all thru the floor. The bed was neatly tucked in but there was some hair behind the pillowcase. Our room was located on the 4th floor at the rear of the building which there are two small windows opened without any screens. There was a trail of white dust that came thru the window*. We packed up and want to cancel the rest of the booking but were willing to pay for that one night stay. The front desk was so rude and stated that is a no refund policy for booking thru Priceline. And we have to deal with Preicline on our own instead. We ask to speak with the management but the front desk person just walk and without returning. The next day when we drove past the hotel and realized the room location was near a funeral home with a crematory service. I believe that is where the * white dust coming from. And plus the pictures are not the same as they had shown. Just a note: After the trip is over and consult with Priceline with no help. They insist that their policy and no refund will be issued. What a scam with them both giving us the runaround. The lesson to be learned is that never book with a third party like Priceline again.…
Stayed in a king bedroom, 4th floor. Whole floor had a weird smell, so did the room. We watched TV in bed for about 2 hours, with the lights on(thankfully!) And saw this huge bedbug crawling right in between us on the bed. Immediately captured in, checked all of our stuff, left and front desk wanted to do a room inspection before giving us a refund, but then gave us a refund after we showed video evidence. We went to another hotel at 9pm. Will never stay again.
I normally stay at the other locations and am treated with smiles, great service, and overall wonderful experiences as i stay at hotels 2-3 times a week in york region for the last 18 months visiting my father who is ill as I live 3 hrs away. I stayed at this particular location a couple times and ensured I never booked this location again as the overall experience from check in to check out was unfriendly, rude, and mediocre at best. In this particular case, I was unaware I booked this location in error but was fine as I only use the hotel to retire at the end of the evening and sleep. Unfortunately, I was advised on the day of my check in that a person from my close circle might have covid and was waiting on test results, so I contacted the hotel and advised the situation and that I would be delayed in checking in. It turns out the case was positive and I immediately rushed to get tested as I'm still on my first vaccine shot. I contacted the hotel and advised I was waiting on my results and if they could work with me for a cancellation with no penalty, with penalty , change of dates, or a future stay with some form of discount. They insisted on "no exceptions", policies, etc...were rude, unsympathetic and spoke like i was garbage and my business meant nothing. they pocked my 300$ for doing nothing, even though I made aware from moment of day of check in I contacted the booking agent and he tried for me as well and told me in all his experiences of similar cases, (each on a case by case basis), and even in dealing with even the strictest policy big chain hotels, almost each one had worked with the guest in some form or manner, during these unprecedented times of the pandemic. I understand every hotel has their internal policies and procedures, but the overall behaviour from the staff there prompts me to alert others even checking tripadvisor for a possible stay at this particular hotel of my experience after this unsympathetic conduct, and line their pockets from families during the pandemic…
We used to stay, pre-pandemic, at the Monte about once a month. I was there on the weekend and it was not the same. Not because of COVID restrictions but because the quality seems to have slipped a lot. The room we had was a queen. We requested a king on the upper floor but got a queen (the only thing available) on the main floor. It was near the restaurant and there were food smells but good food smells. The room was cool - almost cold and we wanted to put on the heat but the heater was too loud. But the heater wasn't as loud as the bathroom fan! In order to have the light on in the bathroom, the fan needed to be on and it was loud and rattled. The "queen" bed was actually a queen base with 2 twin mattresses on it. The mattresses dipped in the middle and began coming apart in the night with an actual GAP between them. It was very uncomfortable. In the morning when I approached the front desk and complained, I was given the manager's card and told that he would upgrade my room on my next visit. He didn't make any notes on the card or on my file (at least while I was there). I wasn't offered any discount on my present visit and probably won't return for another visit. Monte should be aware that how they treat their customers at the TIME OF THE VISIT is important to make sure that they do return.…
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