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“Nice hotel, bad service.”

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Le St-Martin Hotel Particulier Montreal
Ranked #17 of 163 Hotels in Montreal
Certificate of Excellence
Isla Mujeres, Mexico
Level Contributor
30 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
“Nice hotel, bad service.”
Reviewed January 29, 2013

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.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
2 Thank 514tattoos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Frederic A, Director of Sales at Le St-Martin Hotel Particulier Montreal, responded to this review, January 31, 2013
Dear Guest,

Thank you very much for staying with us at Le St-Martin and sharing your thoughts on TripAdvisor.

First and foremost, I would like to apologize on behalf of everyone at Le St-Martin for the subpar service you received your stay.
We are usually proud of our personalized serve, but it is clear that we did not deliver during your stay.

I will certainly not try to give reasons and excuses.
We should not have charge you the second night, considering the unfortunate negative experience your encoutered.

I invite you to contact me directly, as I would like right our wrongs regarding you stay.

Best,

Frederic Aouad
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Somerville, Massachusetts
Level Contributor
119 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
Reviewed January 25, 2013 via mobile

Le St. Martin is a beautiful hotel. My husband and I stayed here for two nights in the Grand Lux room, a spacious room with a fireplace and luxurious soaking tub. The king bed was very comfortable and the decor stylish.

The hotel itself is luxurious as well. A fireplace in the lobby is a nice touch and the restaurant and bar looked swanky though we did not eat there. There is also a heated outdoor pool on the second level - in January it was a bit too cold out to spend more than a few minutes but it was still quite an experience to swim outside with the winter weather around me.

The service was excellent. Just a bit above and beyond the standard but still understated.

Location-wise, it is near many shops and restaurants though I personally found Old Montreal to be a more quaint and charming neighborhood. However overall Le St Martin is pretty central and convenient.

Highly recommended! I will definitely stay here again next time I'm in Montreal.

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Abbey L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level Contributor
28 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed January 23, 2013

I have stayed here several times on business and i cant say enough about how nice the hotel and staff are. The rooms are very nice. Sometimes i get the fireplace room which is neat. They have a huge jetted tub in some rooms, which i don't care for but some might like. The rooms are neat, clean, and well kept - no indication of age or a worn feel which i like. They also have a breakfast included rate for the hotel resturant which includes a nice breakfast choice.

The location is very good for McGill and St Catherine, one block from each. It is also right near a movie theater and mall with a starbucks (important for me!).

Room Tip: if you can get one of the end corner suites they are very nice, but cost more!
See more room tips
  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mike_7_7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brussels, Belgium
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed January 23, 2013

Excellent location for business.
Very nice and quite rooms.
staff really service oriented.
Free internet .
Restaurant offer choice and real quality .
Only pool is too little and outdoor is not the best choice in winter.

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Bernard M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto
Level Contributor
32 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed January 14, 2013

My husband and I stayed at this hotel in December, when he had to travel to Montreal for business. The location is very central, right around the corner from St. Catherine street (great shopping) and the downtown office buildings. Our room was lovely, spacious, bright and spotless. Our bathroom had a huge walk-in shower that was probably the nicest I've ever had in a hotel. The king-sized bed was heavenly, supportive yet soft. All the staff were friendly and we enjoyed a lovely breakfast in the hotel restaurant the next morning. We would definitely stay there again!

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank welovetotravel00
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago, Illinois
Level Contributor
14 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 7, 2013

Fantastic hotel, the rooms are very quiet. With comfortable beds, a mini-bar and there is a pool and an exercise room. I liked the hotel very much, because it is so cozy and centrally located. One little things that I would improve: unfortunately there is no pay-per view porn on the television, but other than that it is a perfect hotel.

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mr_Shaw35805
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed January 4, 2013

My honey and I found this hotel through a deal on Bloomspot. After a snafu between what was offered on Bloomspot and what the hotel actually could offer, we contacted the hotel Sales Director, Frederic. Frederic apologized for the confusion and then took better care of us than we could have imagined. We had a suite on the 16th floor, which was not only luxurious, but also unbelievably comfortable. The bathtub was large and elegant, which went right along with the spacious and beautifully appointed bathroom (with a stand-up shower as well and marble double-vanity). The service in the hotel is first-rate. Everyone, from the agents at the front desk to the bellhops to the valets to the cleaning service was courteous and attentive. The location is perfect, steps away from the Peel metro stop (the Montreal metro is fast, clean, safe, and can get you everywhere you want to go). We can easily say that this hotel made our Montreal experience something very special, and we will be returning again.

Room Tip: Rooms that face Rue Maisonneuve will all have views of buildings across the street, so don't wor...
See more room tips
  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Steve D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Frederic A, Director of Sales at Le St-Martin Hotel Particulier Montreal, responded to this review, January 8, 2013
Dear Steve,

Thank you very much for taking the time to share your St-Martin experience with the TripAdvisor community.
If there was a little confusion (due to a third party website) on the services offered, I am delighted to read everything turned out great during your time at the hotel.

Being a luxury boutique style hotel, offering the kind of personalize service you've enjoyed is really a standard we provide to every single guests, and reading about how much your enjoyed our efforts is really the best reward we can ask for!

Thanks again for choosing Le St-Martin, and we look forward to hosting you again soon!

Frederic Aouad
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Le St-Martin Hotel Particulier Montreal

Property: Le St-Martin Hotel Particulier Montreal
Address: 980 Boulevard de Maisonneuve, Montreal, Quebec H3A 1M5, Canada
Location: Canada > Quebec > Montreal > Centre-Ville (Downtown) , Ville-Marie
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #17 of 163 Hotels in Montreal
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Le St-Martin Hotel Particulier Montreal 4*
Number of rooms: 123
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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