Hilton Lac-Leamy — Hotel in Gatineau

I'm extremely dissatisfied and disappointed with the service I experienced at your hotel. Upon arrival, I found no one at the main entrance to assist with valet parking, and it took a few minutes for the reception to arrive. During check-in, Aya from Guest Services asked if I had any questions or needed information about the hotel. I found it unusual that she didn't proactively provide me with details about the hotel's facilities and services first. Why do I need to ask questions one by one first?||||Furthermore, I had booked a room with a lake view, but was assigned a rooftop view room with only a partial lake view (see attached photo reference). When I expressed my concern, Aya claimed that I had booked the correct room type and suggested I return the next day to see if they could "try" to upgrade me to a higher floor with a better view. I found this response unprofessional and unfair, especially since the online photos showed a significantly different view. The use of the word "try" also came across as unprofessional.||||The next day, I lined up for breakfast at the restaurant and was asked for my breakfast vouchers. I explained that I hadn't received any vouchers during check-in, but I was certain that breakfast was included with the package I booked. After a quick call to the front desk, the staff confirmed that I didn't have breakfast included. Feeling a bit frustrated after waiting in line, I asked if I could charge the breakfast to my room instead.||||One staff member, who assisted us to our table, a French woman with glasses and curly hair, stood out for her unwelcoming attitude. When I asked to be seated on the terrace, she curtly told me it was too cold outside and refused my request. However, I later noticed other guests being seated outside, which made me feel like I was being unfairly discriminated against.||||Her demeanor seemed selective, and I couldn't help but feel like she was choosing who to be nice to. As a paying customer, I expect to be treated with respect and fairness, regardless of my background or appearance.||||While eating, I double-checked my booking online and noticed that the receipt indeed mentioned breakfast inclusion. After finishing, I went to the lobby reception and spoke with Emilie about the issue. She initially confirmed that breakfast wasn't included. However, a few minutes later, Emilie approached me, apologized for the error, and confirmed that I did have breakfast included.||||In fact, Emilie was helpful in resolving another issue with my room view, which I had paid for. However, the experience took a turn for the worse when I visited the restaurant in the afternoon for a coffee. A staff member questioned me about not paying for breakfast in front of my family, which was humiliating. I explained that the issue had been resolved, and she confirmed it with the reception in a call. Despite this, she didn't apologize, which added to my frustration.||||The whole experience felt shameful and not what I'd expect from a 5-star hotel. Unfortunately, this ranks among the worst hotel...

I'm extremely dissatisfied and disappointed with the service I experienced at your hotel. Upon arrival, I found no one at the main entrance to assist with valet parking, and it took a few minutes for the reception to arrive. During check-in, Aya from Guest Services asked if I had any questions or needed information about the hotel. I found it unusual that she didn't proactively provide me with details about the hotel's facilities and services first. Why do I need to ask questions one by one first?

Furthermore, I had booked a room with a lake view, but was assigned a rooftop view room with only a partial lake view (see attached photo reference). When I expressed my concern, Aya claimed that I had booked the correct room type and suggested I return the next day to see if they could "try" to upgrade me to a higher floor with a better view. I found this response unprofessional and unfair, especially since the online photos showed a significantly different view. The use of the word "try" also came across as unprofessional.

The next day, I lined up for breakfast at the restaurant and was asked for my breakfast vouchers. I explained that I hadn't received any vouchers during check-in, but I was certain that breakfast was included with the package I booked. After a quick call to the front desk, the staff confirmed that I didn't have breakfast included. Feeling a bit frustrated after waiting in line, I asked if I could charge the breakfast to my room instead.

One staff member, who assisted us to our table, a French woman with glasses and curly hair, stood out for her unwelcoming attitude. When I asked to be seated on the terrace, she curtly told me it was too cold outside and refused my request. However, I later noticed other guests being seated outside, which made me feel like I was being unfairly discriminated against.

Her demeanor seemed selective, and I couldn't help but feel like she was choosing who to be nice to. As a paying customer, I expect to be treated with respect and fairness, regardless of my background or appearance.

While eating, I double-checked my booking online and noticed that the receipt indeed mentioned breakfast inclusion. After finishing, I went to the lobby reception and spoke with Emilie about the issue. She initially confirmed that breakfast wasn't included. However, a few minutes later, Emilie approached me, apologized for the error, and confirmed that I did have breakfast included.

In fact, Emilie was helpful in resolving another issue with my room view, which I had paid for. However, the experience took a turn for the worse when I visited the restaurant in the afternoon for a coffee. A staff member questioned me about not paying for breakfast in front of my family, which was humiliating. I explained that the issue had been resolved, and she confirmed it with the reception in a call. Despite this, she didn't apologize, which added to my frustration.

The whole experience felt shameful and not what I'd expect from a 5-star hotel. Unfortunately, this ranks among the worst hotel...

I'm 33 weeks pregnant with a toddler, so my husband and I decided to take one last staycation trip before simmering down to prep for the baby and we decided Hilton lac leamy will be perfect - nice morning buffet, lake view, pool (my toddler loves the water), a nice king suite, hiking trail (for my husband and tot) - you would think - perfect right? Wrong! - long read but worth it

The room (King suite): It was nice, big, the view was amazing... But it wasn't very clean and seemed like it hadn't been dusted in a very long time (I am allergic to dust so it wasn't pleasant), the bed looked nice but wasn't comfortable (not just for me but for my husband as well), so bad that we opted to try out the pull out couch the second night and left the bed to our toddler - I don't know why we thought it may be better but it was worse!

Customer service: the worst I've ever experienced. We were at the buffet the first day and asked for water, the hostess told us to go ask the concierge so we went after we were done breakfast to ask the concierge (no, they don't serve water with your meal) and the concierge told us to go buy water at the gift shop. For lunch, we decided to order pizza, we called room service and was on hold for 10 mins, guest services - same, concierge - same, my husband decided to just go downstairs and order but was told to go back to his room and call room service to order, so he went to the concierge who finally took his order, the pizza came and it was horrible (my pizza loving family couldn't eat past 2 slices) the cheese wasn't melted but somehow the crust was burnt... Yikes! For dinner we decided to just save ourselves the heartache and drive to Ottawa and get food from one of our best spots in the market.

Pool: the pool was great! Until we got out and my preggy tummy had red and dry patches allover and was super itchy (I am usually not itchy), after a shower, and intense moisturizing it felt better but still itchy, my toddler on the other hand wasn't so lucky, he has bumpy patches on his flare up sites and allover his body and he is super itchy (heading to our family doctor in the morning), my husband was a little itchy as well (we all took a shower and moisturized afterwards but we were still pretty itchy)

Buffet: this was ok - just don't expect water with your meal so bring your own!, We definitely prefer the casino's buffet as they have a wider and tastier selection

For what we paid for 2 nights (which was a lot as we were splurging) - it wasn't worth it, heck, it's not worth it even for less.

We were better off staying at home, sleeping in and ordering take out

Would I recommend it? Um... I would say read my experience and judge for yourself. It is a gorgeous hotel, facilities are great, view is astonishing.

Worst experience that I have had. Do better...