Hampton Inn & Suites by Hilton Montreal-Dorval — Hotel in Dorval

We visited the hotel for the CanAm hockey tournament the city hosts for teams across Canada and the USA. Going in we do not know our game times until days before, we get our hotel placement and such as well. When we received the information it was explained an early check in is not possible because the hotel is being renovated. This however did not give any discounts, we plaid as they say en francais PLUS. Ok, I understand the business, supply and demand. If you want anything, you must drive. The hotel did not have the things you might want for food and supplies. Although, included breakfast... we decided to go elsewhere because we suspected the quality to be suspect. My main issue with the hotel was not the renovation, or the high cost for what you get, it was the personal service. Unfortunately, we were stuck with a 10:30am game on Sunday...... of course, what are you going to do? So, I got up early and before 8am decided to try breakfast and stop at the front desk to inquire about a late check out? I was told that could not be accommodated. If one person asked, they all ask..... she said they are renovation and it is not possible. Check out is 11am. She could see my disappointment and now Hampton Hilton hears my disappointment. Maybe the hear it but, are they listening? It maybe a Hampton it's not a Hilton I can promise this. I went back to the front after breakfast, FYI..... there is no French toast, might want to get someone on that, we have 100 kids here looking to eat. Coffee was good, best part actually. Let's continue, back at the desk I grabbed Suzanne's card because Kristy said she did not have a card there? Kristy asked me what room I was in, I told her it does not matter. She said 11 does not mean 11 it could be later but, I just walked away. Our team had 17 rooms at 700.00 we paid, was a fair bit to f money.

For the Hampton, you noticed I did not add Hilton ..... you are booking hockey teams, you need to be more accommodating. We are travelling with kids who are hungry, tired, moody, then we have wives and husbands to consider. If you can't accomidate an early check in, do what is necessary to accomidate a late check out. What is the boss going to say ? You made a customer happy, is that not what it is about? Because there are 100 hotels around here chasing the same nickel and I will bet the hotel with the best customer service is full and the hotel with the worst customer service has empty rooms.

Now, I blame Suzanne for this. She is the General Manager, this must be her policy. Maybe Suzanne needs some training on customer service, it's not all about generating and saving a few dollars. We talk as an association when booking hotels . When I am asked about Montreal, Hampton will get my 2/5 and a pass. Suzanne, put the guest first. It's not saving you any money to pass on late check out. The cleaner came by yesterday after 2pm. Good luck in the Future , Hilton won't put up with sub standard guest treatment. You can take that to the bank.

Shane Delorme room 312..... that's room 312...

First off let me say if what I experienced yesterday had not happened this would have been a 5 star review - the Hampton by Hilton chain has always been great but what I experienced with the staff, or lack there of, has made me question whether I would ever come back to Montreal and ever stay at this hotel again.

I came to Montreal on Monday September 15th with a check out date of Wednesday September 17th. A few days on a girls trip for some shopping a relaxation. All was good, check in was good, the room clean the time on the town great. Went to check out yesterday the 17th and go out only to find my 2025 Honda CRV had been stolen. I came back in to the desk to advise my car was missing and the response was "oh yeah the cops are already looking into this"...I am like what? It is 10:45 am, I am only learning this now. Like how are the cops involved. Well looking at video footage my car was taken around 4:33 am and an employee of the hotel saw the car being broken into and called police. Since they don't register your car to your room they had to wait to see who showed up asking about their car.

You can see what looks like two men, one in another car leave and the thief in my car follows right behind. My keys were in my purse on the 4th floor and The Club bar on the steering wheel was placed. How they managed to do this in just a few moments makes my head spin. I parked near the front under a lamp, it was so bright, it would not make you think you would have anything happen to you. I wish I had known about so many issues with cars at this location, I would have looked for a hotel with better security. IF you have had so many thefts and break-ins why have you not done something.

Now the reason for the poor review is not that it is the hotel's fault that my car was stolen, nor have the police said that the hotel has anyone inside working for them that has anything to do with the thefts but it is the fact that for the additional 2 hours I was there in their "breakfast area" waiting for the Police to come to do my report no one from the hotel came to check on us to see if we were ok. To offer a glass of water or cup of coffee or even to apologize for the situation. Two hours sitting there and neither Yennifer nor Joshua came by to say "is there anything we can do for you". Absolutely no empathy what so ever.

Please do not stay at this hotel until they do better on their security system. The hassle of all this is not worth it. I wish I had read...

We booked 3-nights to quarantine..the ppl that welcomed us were very friendly, gave us our meal(it was dinner) it was a small salad and a bean dish which is very not worth the price paid for(even the other meal options are not worth the price paid!!) but I didnt care much caz we ordered food from out. Went to the room it looked clean until I went to the shower and found a used soap(the room is supposed to be disinfected dunno how they left it there?) The towels had yellow spots on it(burnt? Stains?) Then we got our Covid test results within 10 hours and left the hotel. Now starts the worst customer service I've seen! I called to inquire if we can get the refund of the rest of the stay caz I have friends and family who stayed at the Marriot, Sheraton and Days inn who got refunded no problem caz its known to be a case by case thing and the hotel CAN refund ppl IF they want(no laws are to be broken here its an administrative decision) So I called first time was told the employee cant do anything and to call next day speak with the manager Susanne. I called second day asked for Suzanne then the lady speaking said Suzanne is busy and she is her assistant and can help I started explaining the situation, she was veryyyy rude while saying its non refundable and its mentionned everywhere and said its a law by Health Canada(as if health canada is who manages the hotel lol) and started saying other hotels are breaking the laws(wow better argument next time please) her attitude is 0, I travel a lot and have stayed in 3-5stars hotels and never everv someone spoke to me like that. It made me cut her off at the end I said bye and hung up! Last summer my close friend had reserved a hall in there to do a party and we liked the hotel so we returned but never again and I will mention this to all my friends and family, no more staying at this hotel simply caz of that 1 employee attitude! Hilton mentions that client satisfaction is #1 for them but obviously not for this employee! Her attitude frustrated me so much that I even forgot about...