4/10 Poor
Robert
Aug 25, 2025
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Problems started with check-in. The person at the desk was covered with his own dandruff and seemed a bit out of sorts.
1. Told me there is no shuttle to the airport. The Orbitz site specifically says there is. This was a key factor in selecting this hotel and cost of stay. Misrepresentation is not ok.
2. Told me my Hilton Honors number was not attached to the room because I ordered through Orbitz. Ok. But then said it could NOT be registered at check-in because "the system would just kick it out." This was dishonest. The next morning, somebody else at the desk was able to add it.
3. Got to my room and the safe was locked. This is a serious problem. Called the desk and the same guy said the safes sometimes don't work and I should not use it. Seriously??? The safe actually seemed new, and the statement seemed dishonest. I insisted and they sent somebody up to open the safe. It worked fine after that.
4. The breakfast space was overloaded with no tables available. I ate the first plate in my room, then went down and found an empty (dirty) table. A family promptly came up to me asking if they could share my small table with me. The hotel needs to manage the crowds, as other Hilton properties have done.
5. Less of a big deal, but some usual breakfast items like fresh cut fruit were not available. They left the sign up and the space empty. I don't believe there was a fruit shortage in the greater Montreal area.
The dishonesty, etc., was well below normal Hilton standards.
Robert
Stayed 2 nights in Aug 2025