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“Service is inconsistent with the Intercontinental brand” 4 of 5 bubbles
Review of InterContinental Montreal

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InterContinental Montreal
Ranked #34 of 164 Hotels in Montreal
Certificate of Excellence
Ottawa, Canada
Level Contributor
7 reviews
3 hotel reviews
“Service is inconsistent with the Intercontinental brand”
4 of 5 bubbles Reviewed June 13, 2013

Based on reviews I read, I was prepared for the Intercontinental Montreal to be not as luxurious as my previous experience with Intercontinental. This was not the case. The room and facilities are great - just as luxurious as others.

Where the experience fell short was in the service. Check in went smoothly and though my room was not ready I was given access to the club lounge to rest and relax while waiting. We did, however have to get ready for an event and when I returned to the desk to ask where to go to change, I was met by a gentleman who was quite pushy and presumptuous. I am a club member, but even were I not, his response to my requests was belligerent and dismissive. We wanted to check our bags and go up to the fitness club to change - nothing special in that request. Once he consulted with the front desk, he returned and did try to help out. It left an impression though.

Whenever we went to the front desk or called they were always very busy, with a line, and were at times abrupt and impatient. We only saw the concierge for the club lounge during the cocktail hour, so we were not able to get information we needed about the area. At other Intercontinental hotels there was a 24 hour concierge for the club members, so I was surprised by the absence.

Overall, while it has a high end feel the service experience does not live up to the Intercontinental brand and at a premium rate I would consider other hotels in the area before returning to this one.

  • Stayed June 2013, traveled with friends
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank JuliaMcC927
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 17, 2013
Dear JuliaMcC927,
We thank you very much for sharing your thoughts following your most recent stay with us. We are glad to hear that you enjoyed our luxurious facilities. On the other hand, we are sorry to hear that you felt the service provided by our team fell short and we would like to sincerely apologize. This is not the impression that we want to our guests to leave with and we certainly hope that we’ll have another chance to offer you the level of service you were expecting from our establishment.
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,819 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (400)
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Sydney, Australia
Level Contributor
15 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 bubbles Reviewed June 12, 2013

This Hotel is very conveniently located and the spacious room was very nicely decorated, great comfy bed and pillows but as I had paid for the Club Floor I felt that the service areas were sadly understaffed and the Club room was not up to the expectation of a 5 Star Hotel. The food in the Club room was sparse and the breakfast range was just not up to Club Standard and did not get refreshed quickly enough, during the day there was no one around to help when coffee machines just did not function. The Reception desk seemed to be understaffed with long queues for both checking in and checking out....there was no Bell Hop to help with luggage. The only person I would love to send a thank you too was the Concierge who worked tirelessly trying to help me with airline check in as well as handling lots of inquiries from guests who were attending a wedding and another guest who needed assistance for a medical condition. I think her name was Sandy but not 100 p.c. certain of this...She is a gem who multitasks and made every effort to assist me. If this hotel could lift it's service issues then I would not have any hesitation in recommending but of course this is a big IF.

Room Tip: The Club Room is location on the Ground Floor near the Foyer and Concierge Desk...I found this a lit...
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  • Stayed May 2013, traveled with friends
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank pamlSydney_Australia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 13, 2013
Dear PamlSydney_Australia,
We thank you for taking the time to share your valuable feedback with our team. Although we are disappointed to know that your feelings are mixed regarding our property, we humbly accept your comments, we sincerely apologize and will focus on improving the problematic areas you underlined. On the other hand, we are glad to know that you made the most of our wonderful location and that you appreciated our comfortable and well decorated guestrooms. Also, rest assured that your gracious comments will be shared with our Concierge.
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cherry Valley Ontario
Level Contributor
30 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
4 of 5 bubbles Reviewed June 11, 2013

This hotel is conveniently located between old montreal and downtown. You can walk to the place des arts or old montreal. The decor is modern and the rooms are spacious. The service is good even if you have used hotwire.

  • Stayed May 2013, traveled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank goawayglen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 13, 2013
Dear Goawayglen,
We thank you for your sharing your comments with our team following your stay with us. We are delighted to hear that you enjoyed our great location, spacious and comfortable guestrooms, as well as the service you received.
We certainly look forward to having you back.
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rockville
Level Contributor
192 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 70 helpful votes
4 of 5 bubbles Reviewed June 9, 2013

The Intercontinental is located in the heart of Montreal. It is basically a very fine hotel with comfortable rooms, a good coffee place attached, excellent wifi, a walk in shower (something I like a lot), etc. In fact, I'd have rated it 4.5 stars except that there were small issues with service. This started when I was already unpacked and I got a call from the desk about the AC in my room. This seemed fined to me, but I had to vacate the room and take another. This would have been ok, and I was given a nice room, but the 2nd room had malfunctioning AC as well (which the desk did not know about!) and it took the service person to replace a filthy filter.

Then other small things - no coffee left in my room to replace what I had used for one, and other things. Certainly staff was nice and responded, but why was there such inconsistency in how the room was serviced, and i did not appreciate having to repack my things.

  • Stayed June 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Fishperson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 10, 2013
Dear Fishperson,
We thank you for your 4-star review of our property. Your feedback on our great location, comfortable guestrooms, great bathrooms and excellent WIFI access are much appreciated. On the other hand, we want to sincerely apologize for the issue you encountered with the in-room air conditioning. We really appreciate you sharing these valuable comments with our team and rest assured that we will make the most of this opportunity for improvement.
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Ontario
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 bubbles Reviewed June 6, 2013

While 'Old Port' in Montreal has enjoyed vibrant renaissance in recent years, the InterContinental Montreal seems to be marred in service decay.

When I first checked in, I thought that I was getting the cold shoulder and being looked down at because I booked through an OTA to utilize my RBC travel rewards points. Unfortunately, this attitude and lack of attention to detail and customer service has permeated through the whole property. From the front desk, to the Concierge, to the service technician that couldn't resolve the issues with audio-video hook-up in our seminar room, to the 7:30pm daily closing of the pool and health club; the hotel couldn't be more off track to the needs of the customer.

I have stayed at this property several times in the late 90's and had a quality experience. Unfortunately, the next time I'm in Montreal, this will be the last place I consider.

  • Stayed March 2013, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank DavidJov
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 10, 2013
Dear DavidJov,

We sincerely appreciate you taking the time to share your comments with our team following your most recent stay with us. We are really sorry to hear that your stay did not live up your expectations, and we accept your feedback humbly. We will take this opportunity to share your comments with our employees and ensure that this remains an isolated event.

We certainly hope to have another chance to impress you.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed June 4, 2013

As a member of Priority Club I stayed in Intercontinental hotels in many countries and always enjoyed the stays. Recently I was in Montreal for a Congress and the Intercontinental was suggested as a 'high quality' hotel. The room was comfortable but the service left a lot to be desired. I tried to call the operator (or front desk) but there was no answer for 5 -7 min on each attempt. I tried to get information about the Internet, handling the lights in room (some electric cords were disconnected), and to request some necessities that were not found in room. After multiple attempts I managed to contact the front desk manager who apologized and promised better tel service. She also brought the missing items to my room and fixed the light, plus she sent a written note assuring me that the hotel is 'high standard'. But the phone service has NOT improved during the entire 3 day stay and employees of the hotel confessed that this was the norm.. Also, there were items missing (tea, cream, water bottles, etc) every day. I received 'Thank you' notes for my daily tips, from house keeping but they did not provide complete service. Room service was the only bright spot in the stay - fast service and good food.
After receiving apologies from front desk staff I assumed that I'd be compensation somehow (i.e. reduced rate or removing one of the room service charges) but that was not the case.
Too bad - good facility, poor management

  • Stayed May 2013
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank Bostondds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 5, 2013
Dear Bostondds,
We really appreciate the time you took out of your busy schedule to share your valuable feedback with our team. We are sorry to hear that we could not make your experience memorable and we sincerely apologize for that. Our goal is to ensure our guests have a wonderful stay and to provide them with a consistent level of service that is aligned with our high standards.
We hope to have another opportunity be your host.
Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
3 of 5 bubbles Reviewed June 4, 2013

My husband and I went to Montreal on a road trip for Memorial Day Weekend. We used Hotwire for the first time and found ourselves at this hotel for a rather affordable rate. We notified them of our late check in a week before arrival. We checked in at 4am into the hotel and when i entered the hotel, i saw a small desk with the sign Bellman on Duty XXX. I waited there for about 5 minutes expecting someone to come out, but nobody ever did. Five minutes later I see what appears to be a maintenance worker enter and go through another set of doors to the right and disappear. Curious, i followed him. Apparently, reception is on the SECOND floor and not the main floor. There was no sign on the small desk that reception was around the corner, so who knows how long I could have been standing there. The lady that checked us in did so without any issues. We chose to self park our car and drove in circles about 9 floors down but the garage was connected to the hotel so there was no need for us to go outdoors once we parked the car, there were elevators and tunnels that got us back into the Intercontinental. Our room was on the 24th floor, and what they considerted to be the Club Room. There was one King sized bed, a desk, a chair and a large bathroom. The room had no view as we stared right into the adjacent building so our drapes were always drawn. Even with the drapes open, the light that came through was minimal so our room was overall rather dark. The bathroom was a good size but the toilet is literally right behind the door so if you forget to lock the door, when it opens it will slam right into your knees. There is no light directly in the shower area, so again it was rather dark. We tried to access the wireless internet from our room which does include a surcharge, but after trying for 35 mins, we gave up as the front desk couldn't tell us why and directed us to call their IT department which wanted to charge me $4 to transfer the call. If you have a computer that uses an ethernet, I'd imagine it'd be less painful, but my iPad had no such connection, so we just sat in the lobby and used the free internet there.

This hotel is in good proximity to Chinatown as you can cut through the Palais de Congress and hide from the rain. St. Catharines and the main strip of shopping is a good 20 minute walk away which in good weather would be a nice stroll, but there is a rather steep hill so be mindful of that. The walk to Schwartz's is a good 35-40 minutes but its a great way to burn calories! At night the streets around the area are quiet so be aware of your surroundings as the homeless seem to take well to popping out from corners and alleyways. We could have very well have just been paranoid coming from NY as these homeless never once harrassed us, but in this day and age you can never be too careful!

If I had a choice I would probably choose a hotel that is more centrally located like the Le St. Martin on the main strip of shopping, but for the price we paid, had the weather cooperated, it would have provided a good means of burning calories, but with the rain, it made walking a lot less desirable. Overall this is an average hotel, nothing particularly stellar though.

Room Tip: Their club level rooms are located higher up and housekeeping works from bottom up, so if you are no...
See more room tips
  • Stayed May 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank tyeung612
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BernardChenevert, General Manager at InterContinental Montreal, responded to this review, June 5, 2013
Dear Tyeung612,
We thank you for taking the time to share this comprehensive review following your most recent stay with us. Each of the points you mentioned is an opportunity for future improvements and rest assured that your important feedback has been shared with our management team.
We certainly hope to have the chance to see you again in a near future.
Sincerely,
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 InterContinental Montreal

Property: InterContinental Montreal
Address: 360 rue St-Antoine Ouest, Montreal, Quebec H2Y 3X4, Canada
Phone Number:
Location: Canada > Quebec > Montreal > Quartier International
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#21 Luxury Hotel in Montreal
#28 Business Hotel in Montreal
#33 Family Hotel in Montreal
#37 Romantic Hotel in Montreal
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — InterContinental Montreal 4.5*
Number of rooms: 357
Official Description (provided by the hotel):
Bienvenue to the InterContinental Montréal! The hotel is ideally located at the gateway of Old Montreal and the downtown core, twenty minutes from Pierre Elliott Trudeau’s International Airport. Elegantly overlooking the international business area, connected to the Montréal Convention Centre and the underground city, the InterContinental Montréal is perfectly positioned for your next business trip. Minutes away from the Notre-Dame Basilica, the Pointe-à-Callière Montréal Museum of Archaeology and History and the Quartier des spectacles, the hotel also offers a great location for cultural getaways. Begin your day with a succulent buffet breakfast at our Osco! restaurant or exercise in our salted water pool. Upon your return in the evening, enjoy Provencal tapas and an absinthe cocktail at the Sarah B. bar, and benefit from stunning views of the city from your luxurious and spacious guestroom. From the moment you arrive to the moment you leave, you'll experience an authentic Montreal je ne sais quoi! ... more   less 
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Also Known As:
Intercontinental Montreal Hotel Montreal

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