Unique hotel, but old. Found bugs in bathroom! Soda machine broken

Room Service and cleaners do a splendid job , front desk has the worse customer service especially when they realize you are not from Montreal , no attention to detailed needs , questions are answered haphazardly , location is solid , pretty much in the hearts of downtown , I loved my time pretty much coz I don’t allow what others do to affect me but it certainly needs a touch of great customer service !

We originally booked with the Luxe section of the hotel. When we got a the hotel, everything was fine. We asked for the parking and paid the 50$ with taxes to be able to park our car. When we got in the parking we found it full and hard to navigate. We managed to park the car without feeling sure it was a parking spot. When we got to the room, we found out that it wasn't renovated like the picture proposed. We looked for the mini fridge like it was said in the booking to put our lunches away, but we didn't find one. When I went to prepare my bed for the night, I found an insect inside of it. We took back our stuff and went back to the reception desk to ask to be placed in an other room, not wanting to take any chances. When we got to the reception, we showed a picture and a video to the reception clerk and his only answer was: "Well you know, travellers are from everywhere and it's normal to find such things." So we said we understand that but we are not staying in a room where there's bugs inside the beds. He said that he could refund us because the hotel was full for the weekend without offering to help us find something or a solution like it was our fault for that. There was a lady who was taking care of the Empire suites section of the building who came to our help. She first didn't looked surprised that we found bugs. she offered us to switch us for the Empire instead, but they only had king size room instead of a 2 beds like we had and they didn't offert anything els

Room smelled like urine and in very poor condition. Dirty and not well cleaned. Linens smelled like they were bleached, so that's good. Elevator takes forever, not ada friendly..each floor requires steps to go up or down even after taking the elevator

Both beds were full of bugs , when I complained, they did literally nothing about it so I had to cancel and they didn’t even refund me Beds were full of cockroaches, I had to leave in the middle of the night to sleep somewhere else , I booked somewhere else and paid extra money ! I was literally horrible

They should improve the breakfast

This property requires modernisation and redecoration of the rooms to bring it to the same level reflected by the reception area.

reallly noisy, can hear through other people

The hotel is old and expensive for the rooms they offer. The official photos are misleading, and, what others have commented about outdated rooms and facilities, is true. There is only one elevator for all the hotel, and they don't return the 250 CAD safety deposit even though the room was delivered in perfect conditions. Have in mind you will have to spend 250 CAD more during your stay when booking here.

The property was significantly misrepresented in the photos. The only accurate depiction was the reception area; the rooms were outdated, smelled bad, and were in poor condition. The parking lot was both expensive and incredibly small. Each night, I had to speak with the front desk staff to find a parking spot because none were available. This often resulted in me blocking in another guest, with the staff saying they would fetch me if the other guest needed to leave. On our second night, we discovered bedbugs in our room. When I reported this to the front desk, I was shockingly told, "It is normal for a hotel to have bedbugs." We promptly found alternative accommodations for the rest of our trip. I left my business card with the front desk, requesting the manager contact me to discuss a refund for the nights we didn’t stay. Despite this, I never received a call and had to return to the hotel in person. The front desk staff were unhelpful and told me to come back during the manager's business hours of 9:30 AM to 5:00 PM. I arrived at 4:00 PM, only to be told to return the next day. When we tried to schedule a specific time with the manager, we were informed he wouldn’t be in at all the following day. The manager finally called on Monday, asking for photos of the bedbugs and saying he needed to discuss the situation with a colleague before issuing a refund for the night I left. However, he refused to provide me with an email address or phone number to send the photos.

Parking fee is expensive.

I liked the modern upscale look of the lobby area, however the room my family and I had was an bit outdated. The bathroom did not have any face cloths (wash towels) in it, so we had to shower with long hand towels. Our reservation was for a family of 4 & they only gave us enough for 2. When requesting some extra wash cloths the front desk staff stated they didn’t have any. When asking housekeeping the next morning they stated they didn’t have any clean at the moment. When returning back to our room that evening she left us 1 cloth for our family. Parking on site was quite expensive & space was very limited inside making it hard to park or find a decent space. When peeling back the sheets the cushioned duvet had present stains & debris on them. We did spot 2 little bugs crawling on the dresser that were also missing many of knob handles. We did not find this hotel as comfortable & decided we would not stay here again in the future.

It was a convenient location for all the great spots in Montreal. We wish there was more breakfast food options at the buffet.

I enjoyed the air conditioning and the secure parking. The staff was very friendly and gave me all the information I needed. What I did not like: The lobby/reception wreaked of air freshener and parfume/cologne, ugh! The elevator was always on the 6-7 floor so I had to take the stairs which is fine for me but my travel companion could not. This limited what we could and couldn’t do. There was no mini fridge so again I had ice packs but opportunity to add small touches to improve the experience. The hotel itself was alright but I don’t see the value for the price point.

Don’t understand the negative ratings. This hotel is fine. My room was great.

bad smell and the bad stain on the bed so asked for re funding my money because it's a health concern,but they said you booked through Expedia they should deal with that not you it's now 11days in end Expedia asked me to contact the hotel???!!!! it's really bad service for both..

It wasn't clean also the service was poor they Ac didn't work.

Terrible

I found a cockroach running ine my room and the shower faucet was not working properly and there was no manager on sight to accomodate us or do something. WASTE OF MONEY

The hotel room photos were severely misleading. The wall paper was pealing, the room had a strong smell that wouldn’t go away, rust in the bathroom, holes and scratches on the walls. Overall the cleanliness of the hotel was tribble to the point we had to leave and change hotels mid stay in Montreal which was very inconvenient. And they would only refund us 1 of the 3 nights when we only spent 1 night there. Overall bad experience. I would not recommend this hotel at all.

It was okay for the price and the area was close to stores and food just not the best. I left something behind and they asked me to email them they would let me know they found it, I’ve never heard back from them.

Terrible location within Montreal. Lots of homeless and people renting hotels by the hour. Hotel needs a full renovation; ceilings covered in water stains, bathtubs covered in mildew, dirty furniture in the room. We tried to get released from our reservation and they wouldn’t let us leave without a one night penalty, even though the hotel felt unsafe and completely unsanitary. Hotels.com did nothing to help the situation because they claimed the hotel charged us them directly, even though we went through the app. Terrible night sleep in a gross room.

Quiet hotel near rue St. Catherine. No restaurant. Maids did a weak job, no clean towels, no TP. Do not recommend unless you’re just looking for a stay.

I feel like it’s good to just say it like it is. The lobby of this hotel is the only modern component of this property. The rooms are very dated. Wallpaper in the room was peeling in multiple spots, water stains on the ceiling tiles and a carpet best for socks. The bathroom had typical mold in the corners and no ventilation to speak of. The beds were very firm and displayed a significant concave - they would benefit from a refresh. The A/C ran continuously and had an alarming tick that would intermittently rouse you from your sleep. On the positive; the towels and bedding were clean and it is located close to the village; if that’s your thing. If you check out and intend to leave your bags - they have you throw them in random order into a broom closet with all the other patrons. I had to move several bags when I returned to pick up my stuff a couple hours later.

They don’t comply with requests that you may have, overall service is poor.

The rooms

Ceiling leaked, no lights in the bathroom. Heater not working. Tiles in bathroom falling off. The room was like that when we got there.nobody came by to fix anything and were told another room was impossible and also a refund was impossible. We were told they were booked but spoke to another renter who had just booked a new booking on Saturday. We were lied to, ignored and judging with the staffs smirks on their faces, ridiculed. My wife and i travel frequently and rent hotel rooms at quite a few destinations. This place was hands down the worst place we ever stayed in. Wouldnt even give it a one star rating. Expedia said they tried to get a refund but..not likely. As a website designer, i have decided to build a new website where people can leave feedback on this hotel and the way Expedia are helping this place ripping hard working people off. Disappointinghotels.com or something similar will be the url. I will keep you posted fellow renters. Disgusted, Graphics Designers

Narrow parking lot. Staff with inconsistent instructions. Just as a suggestion look for another hotel

Location was great for getting around. Found it expensive for the dated rooms. Staff was great.

There were some cockroaches in the bathroom, and the vent in the shower, we could see straight through to the shower next door. The ice machine was in the basement with basically no lighting (which is fine). The beds were hard, but that’s most hotel beds. And the woman that checked us in… what a rude person. She tried to charge us more than what the website said and then called me fat and dumb and stupid in French, like I didn’t understand. So there was a confrontation. We had to pay a fee because we were two hours early (eye roll). It was a fine location but homeless people smoking crack and cooking meth around the corner, made it feel unsafe. And the parking lot has like 15 spots, but there’s a parking garage next to it, which is WAYYYYY cheaper. Metro was around the corner but you have to pass a bunch of homeless people first who are so drugged out (I find this so sad…) Tutti fruity down the way, great food and great prices. Door dash always sucks in Canada. Ubers are cheaper and nicer. The staff just seemed to not want to be there… and I wasn’t explained any documentation I was signing. I had a fantastic weekend, but it wasn’t because of the stay. The stay was not as scary as I thought it would be, but it still wasn’t that great either. The cockroaches got me. I killed a couple but a couple got away and I was definitely paranoid.

Was great as usual nut this time no phone, they were made aware of this and never even called me back to say they couldn’t fix it, then at 3 am false fire alarm and to top it all breakfast 29$ for two toast, 1 cold pancake and orange juice that was more water than juice…A STEAL

Good