We decided to stay at the St Martin for a two night getaway after working hard for a month straight. We had researched online and called in advance and decided on booking the grand lux room through the sweet deals offer. The main selling point for us was the fact that the hotel had an outdoor heated pool that was open year round. I had inquired about this in advance and was advised that the heated pool was indeed open. Our hotel for two nights was supposed to come to app. $380 tax in.
During the check in time there was a major water main break nearby causing complete chaos and flooding on the streets making it difficult to even reach the hotel (obviously not the hotels fault, just an inconvenience) Upon check in we were advised that they would need to hold an extra $150/ per night on our credit card, therefore holding $670 for two nights. This is just absurd. I understand that this is the hotel policy, but this could have been indicated to us the two times we had contacted the hotel prior. Their response was rude and condescending, telling us that all hotels do this. We have stayed at many, many hotels and this is not the case, every hotel is different. We were able to have the amount lowered to $300 for the first night and would have to return to the front desk the next day and do the same process. The first lady that we dealt with was not very pleasant and seemed annoyed at the whole situation. She was in the process of leaving and couldn't be bothered finishing what she started and handed the task over to another woman. We felt uncomfortable and although these charges were hotel policy, I couldn't help but feel that we were being singled out because of the way we appear. My boyfriend was dressed in a Nike tracksuit with running shoes and perhaps we look like unsavory characters. At one point I felt like just leaving and finding a different hotel.
After finally receiving our room I inquired about the pool and was told that it was not open and that it was not currently heated, they would need to heat it in advance and that would take some time, but that it would be open later that evening from 9pm-11pm.
The room itself was very nice, the bed and pillows were comforable and the huge bathtub was wonderful. The television channels are somewhat limited, but I wasn't there to watch tv. A reminder that this is a no smoking hotel and there is a $500 charge if you do smoke. As well there is a $2000 charge if your bathtub water overflows onto the bathroom floor.
After leaving for the evening, we purposely returned to the hotel for 10 pm so we could take advantage of the pool. We were then advised by the reception that the pool was not open. ????!!! surprise.
After retiring to our room and sleeping in the next day, we decided to start packing and we didn't feel like staying anymore. We decided to check out at around 4pm and dealt with Amanda at the front desk. We voiced our concerns and she seemed sincerely apologetic. Since we checked out at 4:09, they charged us for the second evening, even though we hadn't even been at the hotel for 24 hours. At this point we just wanted to leave. Had we check out at 3:59, we would have been charged a late check out. So our total for one evening came to $431.06. I should have stayed at the St. James for that price. I didn't even argue about being charged the second evening, I understand that we did leave past 4pm, I just wanted to leave.
Pros: beautiful hotel, Amanda at front desk was very nice, the valet guy was very nice.
Cons: The overnight male working at the front desk, the first lady that we dealt with upon check in, the pool not available when we were told that it would be.
The service is the reason I'm giving this review such a low rating. I really wanted to enjoy this hotel but the overall atmosphere and vibe that I got was one that this hotel needs to improve on. We often like to have short getaways here in Montreal, but I won't be returning here. There are other hotels just as nice with much better service where you're not treated like a criminal. They treated us as though we were going to rob their hotel, and in the end it's us that got robbed.
- Official Description (provided by the hotel):
- Le St-Martin Hotel Particulier Downtown is a haven of comfort overlooking urban life. It offers 123 rooms and suites with a warm and friendly atmosphere that reflects its philosophy. A unique blend of contemporary and traditional style endows Le St-Martin with charm and gives meaning to the term "Hotel Particulier." ... more less
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