Best Western Plus Montreal East — Hotel in Montreal

Please beware with this Best Western Location! I hope that what happened to me doesn’t happen to anyone else!|I was there on August 5th for 1 night and then returned on August 25 for 2 nights, well, so I thought!|Upon my arrival I give them my name and the girl at the front desk asked for my ID and credit card, she got everything ready and gives me the total!|Now, I had booked my stays back in April to be able to get a good rate, but when she gives me the total, it was a lot more then what I had confirmation for!|The day prior to our stay I had received an email reminding me of my booking!|So I proceed to show her my reservation with confirmation number and she tells me that they can no longer honor that price because the girl that did my booking is no longer working there, (WTF) are you kidding me!|Not understanding how that had anything to do with me, I was a bit upset! And that was all she kept telling me!|So I requested to speak with the supervisor and she tells me to have a seat in the lobby because he’s only going to be back in a couple of hours!|This was 6pm we had just travel 7 hours with a 4 year old that was exhausted and I have to wait on a confirmation that I have multiple email confirming my booking and pricing!|That’s not how it works, so I told her NO call him now, and she does, well let’s just say I’m not sure how he got the job but it was definitely not through the education he has, didn’t want to hear me and just kept speaking over me and telling me that the person who did my booking no longer works there!|So losing my cool a bit because I knew that talking to a banana wasn’t going to get me anywhere, and at this point he tells me that it didn’t matter what my booking confirmation stated they don’t have to honor it! So I told her to hang-up on him because he’s useless and asked to speak with the owner and she did!|Well LoL, another Clown but this one try’s to negotiate a price with me and tells me, this way you don’t lose and I don’t lose, so I asked him where does it state on my confirmation that upon check-in I have to negotiate my price LoL!|So at this point I was fuming and requested the number to customer service!|Called customer service, was on the phone for 1 hour they were fantastic and confirmed that when I booked back in April, that was the offering price so they had to honor it! |The mistake I made was tell the hotel Clowns that I was calling customer service because within that hour they cancelled one night, then cancelled my full reservation and then put me on a “No Booking List” at there location, and wrote a note that I had requested to cancel 1 night and because they still have to charge me the 2 night that I requested to cancel my full reservation, all while I was on the phone with customer service which they can see all these changes being done on there end!|Because they put us on a “NO Booking List” customer service is not allowed to put us there anymore or do much about it, so they booked us at a different Best Western at a much better location with great customer service!||So please people beware that this location lacks one of the most important things which is customer service!|Know that management cancels and changes your booking without your consent!|And then gives you the choice to pay what they want or you are welcome to go else where!|But because they knew they were wrong, they put me on a No Booking List and there is not much that customer service can do after that!||Also please don’t waste your money adding breakfast it’s not worth the $15 per person!|There a is Cora’s across the street!||Please beware not worth the headache after...

Beware of this hotel. My daughter and I booked BY CALLING (not through any booking app) and spoke directly to a woman to book a room this past weekend. In addition to a lack luster attitude when trying to book, she couldn't give us a reservation number at the time of the call and told us to call back to get a reservation number later, although she did have time to take the credit card information. We asked her to call us back as soon as she completed it and of course she didn't. We called back about 10-15 minutes later and was given a reservation number. Upon arrival, we were told that anyone that booked that day did not have a reservation. We explained we had called earlier and she totally didn't care to hear us and told us again that there was not a room for anyone that had booked that day. Then asked If we booked through Expedia and we told her no, that we had actually called and had a confirmation number. Begrudgingly she acknowledged us and looked up the reservation number and then told us the wrong room other than what the room key said. We went to the correct room and there was 1 towel. So I was going to call downstairs, but the room phone wasn't even plugged in so it was inoperable. I went back downstairs and was again asked if I had booked through Expedia and I explained that we had called direct for the reservation. The next day we had already left Canada and was back in Massachusetts when my daughter got an alert on her credit card - someone had just tried to use her cc at Foot Locker in Montreal, Canada. The hotel was the only place she had used her cc at all. She first called her cc and told them that was an unauthorized purchase and she told them the only place she had used her card - at this hotel. Once that was cancelled, she then called the hotel and asked for a manager and the front desk girl was rude and then her understanding of English diminished as my daughter asked for the Manager to report suspected credit card fraud from that hotel. She was told the manager wasn't there and didn't know when they would be back at work. My daughter left her number and then somehow the manager was there and called her back shortly. She was adamant that nobody from the hotel had used her credit card and when my daughter explained it was the only place she had used her cc at all, the manager then proceeded to say that Expedia was hacked and that is where the credit card charge had to have come from. Maybe Expedia was hacked, I don't know, but plan on writing a review on Expedia as well just to alert people of a possible hack. The overall experience and attitude of the hotel staff was poor. I just feel sure there are other hotels that are a little friendlier, more professional and would welcome the business.

Update: According to Expedia after 50 minutes on the phone they did...

I'm writing this review on my parents' behalf, because I'm truly outraged by the way that they were treated at this hotel. My parents checked in to the Best Western Plus Montreal East on Saturday evening and were having an uneventful and satisfactory stay until this morning, around the time that they were due to check out. That's when the housekeeping manager knocked on their room door to ask them about a lost laptop. Evidently, someone showed up to the hotel claiming that their relative lost a laptop and that the laptop's GPS showed that it was in my parents' room. My parents let the housekeeping manager know that the only devices in the room were the ones that belonged to them. The housekeeping manager left, but not before warning them that the police would be called. Some minutes later, the person who made the accusation, who was not even a guest of the hotel, appeared at their door to further accuse them of having the device in their room - she had no evidence other than a GPS screenshot - and to threaten to call the police on my parents. My parents offered to let her check the room, but she refused and she left making threats about having a relative who was a police officer and reiterating that she was going to call the police. Sure enough, the police was in the lobby by the time my parents went there to check out. My parents offered to let the police search their bags and luggage and the officers declined. Eventually, the person who made the accusation apologized, as did the hotel manager, but what really upsets me about the entire situation is 1) how quickly the housekeeping manager sided with the accuser and 2) that hotel staff allowed the accuser to go to my parents' room. In what world is that okay? What if the accuser had gotten violent with my parents? What if she was scoping the room for other reasons? I don't care how apologetic the manager was when my parents left. The whole situation was handled poorly and they treated two senior citizen guests like common thieves without proof and without doing their due diligence. What a horrible experience for my parents and what a nasty end to an otherwise lovely trip.

Edited to respond to the management team's reaponse:

You cannot claim neutrality in the matter. To begin with, your housekeeping manager threatened my parents with police action when she first approached their room. More importantly, you failed to protect your guests when you allowed a non-guest to go to their room to interrogate them and threaten them with police action. I appreciate that you responded, but your response was not factual and no amount of offering to make matters better for them in the future erases the poor customer service that you...