Sommet des Neiges — Hotel in Mont-Tremblant

UPDATE: I spoke with the manager Nathalie before checking out and she addressed all my concerns to my satisfaction!

I will preface what I am about to say by mentioning that I have NEVER left a bad review for a hotel, not once, but our experience at Sommet Des Neiges left a lot to be desired. And this was not our first time staying here, we have enjoyed this hotel multiple times in past seasons, but the hotel has seemingly gone downhill, not sure if its new management, but something must have changed. And for all the positive reviews that have been posted for this hotel, the only thing I can think of is that these people have VERY low expectations for what is supposed to be considered a 4 star hotel. First off the room: no safe, kitchenette is incomplete and does not contain basic basic things such detergent for the dishwasher or paper towels to clean up after either cooking or eating. Shower is laughably tiny, bit of a joke considering the tub is absolutely massive. Bed/mattress very uncomfortable. Stains/burn marks on the couch from previous guests I imagine. I can go on and on about why the room was inadequate but I don’t want this review to be pages long. Next, the service, embarrassingly bad. When using the room phone, hit “front desk”, doesn’t work, hit “house keeping”, doesn’t work. Need to press zero to reach the front desk, fine, not a huge problem, but would be nice if that was written somewhere instead of having to figure it out, not every guest would. Then, when you finally get it to ring, no one answers. I literally attempted calling for an entire day, about 25 times throughout the day, morning to night, no answer. I finally have to go downstairs to speak to someone, when I ask why no one answers, literally no answer, just get a blank stare as if they don’t understand the basic question. Bigger annoyance was the lack of house keeping and room cleaning. Was hit or miss whether we received cleaning or not. One day we had the “clean room” sign on literally the entire day (we wake up very early since we have a baby, so the sign was on at 6am). Tried calling front desk, as described above, no answer, had to go down. Spoke to supervisor who insisted they’re coming, they clean from 830am - 430pm, and have to prioritize the rooms which are turning over and receiving new guests, fine, no problem, very reasonable explanation. 430pm comes along, room still not cleaned, go down to complain again, supervisor says he’ll look into it. Finally, at 445pm, the supervisor himself literally comes to clean the room, not house keeping lol, and he was coming just to change the liners in the garbage cans. When I looked confused as to why that was the only “cleaning” service being offered, the supervisor rudely said “what else do you want?”. Ummmmm… I’m pretty certain a basic hotel housekeeping service comprises of light vacuuming, making the bed and changing sheets if necessary, replacing towels, etc. Can someone explain to me how a hotel supervisor doesn’t know these things?? Not once did any of the front desk staff or supervisors even apologize for the lack of house keeping, I was treated like I was an annoyance for each encounter I had with them. A bit about the general hotel, since we were travelling with baby, we decided to bring the parents and in laws. One couple is handicapped, so we requested an “accessible room”, the reservations department said “sorry, we do not have those here, we simply do not cater to handicapped people”. Ok, a bit surprising in this day and age that a hotel of this supposed caliber does not offer rooms for handicapped people, I mean a Holiday Inn even offers accessible rooms… And lastly, the size of the pool is a complete joke for the sheer size of the hotel. The hotel seemingly has well over 100 rooms, with some rooms obviously housing families with 4 or 5 people in them, and the pool can MAYBE accommodate 20 guests max. The pool was so crowded every day that it’s simply not an enjoyable experience. If you’re booking a hotel and that pool is important to you, I suggest you...

We were 2 adults and a toddler, and we stayed here for 6 nights.||Check in: Smooth and easy. We didn't spend more than 5 minutes.||Parking: At 20$ a day, it seemed pricey, but since we didn't drive, we utilized the facility to its fullest.||Lobby: A library and village entrance make up the lobby, as well as a barbecue area.||Misc: There is a play area for toddlers, a gym, pool, and hot tub accessible on level P. The hot tub had 2 divisions, one receiving water in the form of a waterfall, and the temperature was perfect. We didn't use the pool since it was a bit cold and it was a rainy day.||Room: We booked a 1 bedroom suite. The renovations seemed recent throughout. The kitchen was stocked with some basic kitchenware and came with dishwasher pods. The washroom was extremely clean and had all toiletries available. There are 2 doors, one of which doesn't have a lock. There is also an ensuite laundry, enough for light loads and 2 detergent pouches were given. The living area had a comfortable sofa that transformed into a bed (strap is behind the middle upright cushion), and a door to peek into the village, as well as a balcony to take in the entire view. The TV didn't have Youtube or Netflix (not a smart TV), and had some basic channels. The bedroom had a comfortable king bed, decent closet and drawer space, TV inside the cabinet, and heating controls on the wall.||Overall: There is a hint of disinterest from the staff when they realize you don't speak English (you know, with the village being a tourist attraction and all), or (and this is just my impression) don't look a certain way that they expect, but once they saw we spoke well, and we knew what we were expecting, we received a much better tone and service.||While that's highly incidental, this place had everything, and we would definitely stay here again. If you're not driving around, staying inside the village is...

We were 2 adults and a toddler, and we stayed here for 6 nights.||Check in: Smooth and easy. We didn't spend more than 5 minutes.||Parking: At 20$ a day, it seemed pricey, but since we didn't drive, we utilized the facility to its fullest.||Lobby: A library and village entrance make up the lobby, as well as a barbecue area.||Misc: There is a play area for toddlers, a gym, pool, and hot tub accessible on level P. The hot tub had 2 divisions, one receiving water in the form of a waterfall, and the temperature was perfect. We didn't use the pool since it was a bit cold and it was a rainy day.||Room: We booked a 1 bedroom suite. The renovations seemed recent throughout. The kitchen was stocked with some basic kitchenware and came with dishwasher pods. The washroom was extremely clean and had all toiletries available. There are 2 doors, one of which doesn't have a lock. There is also an ensuite laundry, enough for light loads and 2 detergent pouches were given. The living area had a comfortable sofa that transformed into a bed (strap is behind the middle upright cushion), and a door to peek into the village, as well as a balcony to take in the entire view. The TV didn't have Youtube or Netflix (not a smart TV), and had some basic channels. The bedroom had a comfortable king bed, decent closet and drawer space, TV inside the cabinet, and heating controls on the wall.||Overall: There is a hint of disinterest from the staff when they realize you don't speak English (you know, with the village being a tourist attraction and all), or (and this is just my impression) don't look a certain way that they expect, but once they saw we spoke well, and we knew what we were expecting, we received a much better tone and service.||While that's highly incidental, this place had everything, and we would definitely stay here again. If you're not driving around, staying inside the village is...