Holiday Inn Express & Suites Tremblant by IHG — Hotel in Mont-Tremblant

Obviously we were paying over the odds to stay at New Year but equally when you are paying five-star penthouse prices (for a modest double queen ‘suite’ for two adults and a child) your expectations will be elevated. The website states the hotel has had a costly renovation. It was really a very cosmetic renovation so the (very) old bath fittings remain but there is new wallpaper, paint and curtains it seems (and consequently an unlovely mishmash of materials and finishes). Most of the finishings/furnishings are also brown which is no doubt for pragmatic reasons but it’s very very dreary.

Our room was only cleaned on the fifth day. We raised the non-cleaning issue on the third. Something was definitely going to be done about it on the fourth day we were told. It wasn’t. Two people on reception seemed to think the lack of cleaning was something that should be sorted out, one didn’t - daily housekeeping is just changing towels, removing rubbish and makings beds, the latter said. Our parking charge was reimbursed to ‘compensate’ us but really, on a bill of that scale I’d rather have had the comfort of having the loo, basin, bath and floors etc cleaned daily as I think most people would expect to happen in a hotel. We were only three people in a suite that could potentially sleep six (two queen beds and a sofa bed) although it would be terribly cramped, especially for skiers with all their kit, and would have thought daily cleaning was in the hotel’s interests as much as the guests’.

Breakfast is not a pleasurable experience. Time it wrong and you are constantly dancing around the other guests and/or queuing for every little thing. Everything we ate was fine but there was nothing pleasurable about either the food or the effort to get it. We ended up sending one person down to collect a few basic things - bagels etc - and toasting and eating those in our room.

The ski lockers only take skis, not boots, and the padlock provided needs safe-cracking expertise.

On arrival we parked on the street adjacent to the hotel, which fronts a pedestrian street, schlepped our bags in across the ice, waited an age to check in, and only then found we could park underground and consequently could have brought our bags up in the lift on a trolley. We perhaps didn’t read useful instructions provided at some stage of the booking process but wonder if that process/arrival information gap couldn’t be improved. A doorman seems needed but given the hotel is frills-free in every other respect it’s perhaps no surprise there isn’t one.

We paid extra to have a privilege pass to access the lift early and get free skates and tubing. We may have been unlucky with the weather but this was of no benefit at all. Our son had ski school on three days so we needed to have him there in the morning so taking early lifts wasn’t practical, and in any event the queues for the bubble didn’t seem to form until 10.30 or thereabouts, although perhaps this was due to the extreme cold. Tubing was cancelled because of the extreme cold and skating would have been lovely - it’s a pretty setting - but after enduring a day’s skiiing in minus 26C we didn’t really...

I stayed at the Holiday Inn Mount Tremblant with my wife, sister, and mother for the Canada Day long weekend. We checked in late, just after midnight on July 1st. Upon arrival, the night concierge kindly informed us we could check out at 2:00 PM due to the late check-in, which we appreciated. However, the room provided to us was not properly prepared — none of the bedside lamps were working. We reported this immediately, and the concierge came up to check himself. He was unable to offer another room and instead promised to speak to the supervisor in the morning regarding a possible discount to compensate for the inconvenience. We had to unpack and freshen up using only a single ceiling light, which was not sufficient — especially with elderly family members. The next morning, I followed up as advised. The supervisor inspected the room and remarked, "very weird, very weird," clearly puzzled. An electrician was eventually sent, who discovered that all the bulbs were disconnected but still inside the lamps. After some time, he managed to reconnect them and restore the lighting. The electrician himself acknowledged that this was very unusual — it appeared someone had intentionally removed the bulbs, possibly as a prank. While we were relieved to have the lighting restored, we were then abruptly informed that we would need to check out by 12:00 PM, despite the assurance given at check-in. After several requests, we were granted a very brief extension to 12:30 PM. The most upsetting part was when I asked about the discount we were initially told would be considered. The supervisor not only denied it but went so far as to suggest that we were the ones who had removed the bulbs intentionally to create an issue and claim compensation. This accusation was extremely offensive and completely unfounded. We were only there for a single night, and it is deeply disappointing to be treated with such suspicion after bringing a genuine issue to the hotel’s attention. I have been a loyal IHG customer and have had consistently good experiences with Holiday Inn properties in the past. Unfortunately, this stay was an exception and left a very negative impression, especially since I was traveling with my family. To make matters worse, although I filed a formal complaint and the operations manager assured me that a response had been sent to IHG, I have not received any follow-up from the brand. I am not seeking a discount at this point — I am seeking accountability and a formal explanation. I expect better from IHG. If I do not receive a resolution soon, I will be escalating this issue to consumer protection agencies and...

We had a great time during our stay here. From the check-in process, MJ was very friendly and thorough, she explained where to park, as we had a roofbox and won’t fit in the underground parking, while she pre-checked us in, and gave us the lock for the ski/snowboard locker, which was really helpful. She introduced us to Shiela as MJ’s shift was soon ending; Shiela took care of us once our room was ready, she explained the different amenities of the hotel, acknowledged my being a member and told me ways how I can get more points during my stay in the hotel.

Our room was clean and had enough space for a family of 6. Bathroom was huge and clean. We loved the attached full bottle sizes of shampoo, soap, conditioners, body wash and lotion as we didn’t have to ask for more during our stay. We thought that was a smart idea than the small travel sizes, as it is more environment friendly. Housekeeping staff were friendly and always greeted us in the morning with a smile. Everyone were just very happy in the hotel. I also liked that they have a text message service and I just sent a message when we needed another comforter. It was really very convenient.

Our suite had a full kitchen which was an advantage as we cooked our dinners during our stay. The free breakfast were amazing! Tons of hot and cold choices. They had different hot breakfast choices when we were there, the first day was sausage and scrambled eggs (real eggs and not mixed with milk) and on our second day, they had bacon and omelette (with tons of filling!) and other options from pancakes, bread, muffins, cinnamon and of fruits, cereals and so much more. We definitely loved the breakfast! We also loved the free coffee and hot chocolate the whole day. My family and I really had a superb stay and would stay here again on our next trip. Highly...