We entered hotel from the parking garage to a beautiful hallway with high ceilings and chandeliers and gorgeous architecture and I THOUGHT we had made a great choice. It was a downhill slide from there.
First off, admittedly through no fault of the hotel we were given a hard time at check in because we forgot our Government ID at home. Once that was sorted we were told we had a room with only 1 bed. The Marriott online reservation system allows you to book "one king or 2 doubles" and then asks you to check off your preference further into the reservation process, the same place you would ask for things like pillow preference or extra towels or early check in or higher floors. AT NO TIME DOES IT SAY YOU WILL NOT BE GIVEN THE ROOM TYPE YOU ASKED FOR. Apparently THIS Marriott makes the decision randomly as to where in the hotel you go and what room type you get. I have never encountered this problem at the other Marriott hotels that I have stayed at.
The girl at the desk sent us a cot, a cot that looked like it was thrown out behind a homeless shelter. It was caved in, the mattress was stained and the frame itself was rusted and dirty.
When we called down to complain and insist on being given the room type we booked we were told they were full and nothing could be done. I asked for the supervisor who called me back a few minutes later (I am pretty sure it was just the employee standing next to her). The "supervisor" was incredibly rude and again told me there were NO rooms available in the hotel and that she would send me a different cot or I could try going to another hotel down the street!!!! She said that they encounter this problem with the reservation system all the time and were not the first to complain and certainly not the last. I suggested they give us a second room with 1 bed and she said there was no way this would happen and we would have to accept the room we were given. She also pointed out that they had 5 floors under renovation and that SHE did US a favor by putting us on a higher floor in a non renovated room. HUH? She then said she would have a supervisor call us (thought we were already talking to a supervisor).
The next call was from the Food and Beverage Manager??!??!? Although very friendly what does he have to do with room reservations? I work in a hotel, our food and beverage managers wouldn't even know how to turn on the desk computers let alone make or move a reservation. He feigned surprise at the fact that the hotel was so busy and offered my party free breakfast and wanted to come and look at the cot. He also offered to cover our parking charges.
So basically we slept with 3 people in 1 bed and the 4th person on a cot (cot was replaced by a marginally better one). A very annoying and disappointing start to our night away. When things go like this then you tend to notice other things like the air vents full of cobwebs, the crumbs on the old carpet, the shower curtains that leaked and left an inch of water on the floor, the lack of additional towels we requested and the general rudeness of most of the staff.
I generally enjoy the Marriotts that I stay at but DEFINITELY would never go back to this one.
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- Also Known As:
- Marriott Chateau Champlain Hotel Montreal
- Marriott Hotel Montreal
- Marriott Montreal
- Montreal Marriott