Hilton Garden Inn Montreal Centre-Ville — Hotel in Montreal

I am not even sure where to start with this review, as there are so many things that the HILTON GARDEN INN MONTREAL CENTRE-VILLE completely failed us as guest. First of all the reservation, it was made through my Hilton Honors Concierge. I booked, paid for, and three times confirmed the room type. Upon arrival, when we got to the room, it was over looking dumpsters and three apartment buildings so we could never have our shades open at all. To say the staff was rude, would be an understatement. They just do not care about the guest or the guest experience. Getting their attention while they are all taking to each other at the front desks, is even impossible. Once they do acknowledge you, they speak as if you are bothering them. I asked multiple times to switch rooms, showed them the reservation I had and the front room facing request. I had the booking confirmation, but apparently confirmations do not matter at this location. Oh by the way, to the staff, when you are going to insult your guest, make sure they do not speak and understand French. Rolling your eyes and calling guest ignorant is not acceptable by any means.

Moving in from the room, the restaurant is never open, when it is you cannot get service. On Sunday, the weather was terrible so we decided we would get a drink at the bar and sit by the enclosed roof pool to watch the storms. The bar is closed on Sundays, nobody ever informed us of this upon reservation or check in when I asked bar hours. When I asked the clerk about the restaurant/bar, I was told “it’s closed but there are other hotels with bars and bars in the area, would you like a list”. I did not need a list of bars, I wanted one drink to enjoy with my wife in the rooftop. We ended up having to run across the street to buy a bottle of wine and by the time we returned to the hotel we were drenched. What really upset me the most was the smirk on the clerks face. Nobody in this hotel should be in customer service, I mean nobody. In any case, let’s move on.

This morning 8/22, my wife went downstairs to the restaurant for a cup of coffee. The young lady told her “it will be awhile because i have to seat people. There is a kurig machines in your room”. Seriously, you cannot get a cup of coffee for a hotel guest to bring to the room? There was no milk in the room and wife can not use creamers. The young lady in the restaurant absolutely refused to give my wife a cup of coffee she was willing to pay for. We spent 400.00 a night, and we can’t get coffee. Upon departure this morning, I had a hotel worker from laundry, give me the middle finger in the parking garage. We had a luggage cart and I had just finished loading the car. I put the cart next to two others as they were neatly placed and I assumed they belonged there. When I pulled out and starting driving up ramp, this woman gave me the one finger salute… classy

Again, we have always frequented Hilton butch for business and pleasure, this will be the last time. I have stayed at this hotel 5-6 times in the past, the last stay was the final for me. DO NOT stay at this Hotel, if you must use Hilton, the sister hotel Embassy Suites Downtown seems to be nicer, with a restaurant that is open and friendly staff. I should have spoken to the manager during the stay, but the one time I asked I was told they were not available. I was in the city for a funeral and spend time with friends, I was not about to argue with this hotel and let them ruin my stay anymore than they already had.

The only employee that I had contact with who had any sense of pride in his job and customer service, was the parking attendant. Polite young man, always smiling and pleasant. Unfortunately, that one employee did not make up for the rest...

TLDR: No problems with the room or hotel itself, but the customer service I received was terrible and left me calling, leaving voicemails, sending emails with no response for months. Reaching the right person for something specific seems impossible.

Our actual stay was great -- no complaints, and pretty much just what we expected. However, I was extremely disappointed in the lack of communication I experienced with the hotel staff after we checked out. I had left some items of clothing in one of the drawers in our room, and I called a couple days later once I realized and asked if there was a way to retrieve the items. Leaving my clothes behind was obviously my mistake and since I live in the States, I was hoping for an option to have the items shipped back to me but would have understood if that was not possible. However, when I called the front desk, the only publicly available number, they stated that they could not provide me with any information, and would forward me to the Housekeeping department. I was forwarded and when no one answered, I left a voicemail. Fine -- but this happened several more times. For the next few months, I would call, get the front desk, they'd say there's no information they can provide even when I explained the situation, I'd leave a voicemail for Housekeeping, and never hear back. Finally, one staff member at the front desk (I wish I had gotten their name) said they would check with Housekeeping for me. They were able to confirm that my items were there and stated that the Housekeeping department would email me instructions in having the items shipped back. I experienced additional delays in getting the email instructions, but finally got them, paid the shipping cost with the third party shipping company they utilized, and waited for my items. After a month, I had not received any update on my package, I reached out to the shipping company who stated that they had dissolved their contract with the hotel, and no longer work with them. However, since they had already taken on my case while the contract was still active, they were trying to complete it but were not able to coordinate a pick-up with the hotel, and suggested I call to request the items be available for the shipping company to retrieve. So, another cycle of calling the front desk and being forwarded to Housekeeping. I had requested to speak to speak to someone like a manager who could provide additional information, and was told they were all in a meeting. The staff member suggested I email their Reservations email with as much information as possible. I did so, and received an email the next day from the Front Desk Manager, just to say they would provide me with an update as soon as possible. After two weeks, I had not received an update so I followed up on the email -- no response. After another month, I followed up again. Four days later, the manager responded simply,

"Thank you for your email and apologies on the delay of response.

We have verified and unfortunately there was no items here at our property.

We hope this helps clarify the matter."

This email was in January 2024 and my stay was in August 2023!! Like I said, if they had told me from the beginning that my items were discarded, it would have been disappointing, but my fault for leaving them anyways. But to be strung along for five and a half months, be told they'd be shipped back to me, pay the shipping cost, just for my items to be thrown out presumably in the time that I was trying again and again to reach them with no response, seems incredibly unprofessional and disrespectful. I am disappointed with the lack of care and communication. One of the worst customer services I've...

Racist and rude staff My family and I visited Hilton Garden Inn Montreal Centre-ville at 380 rue Sherbrooke Ouest Montréal, Quebec on Wednesday, May 18, 2022. The check-in and stay were uneventful as the booking and payment were done online. We had minimal contact with the staff during our stay. We checked out of the hotel on Thursday, May 19, 2022. However, since there weren't many breakfast options in the hotel, we decided to have breakfast outside. Before checking out, we spoke to an employee at the front desk confirming that the parking would be accessible to us after the check-out. The Hilton employee confirmed that since we had paid for the parking separately, we would have unlimited access to it until 5 pm. Further, the employee told us to call the front desk and provide the front desk with the last name used for the booking and our room number (827) to access the parking. So, we went and had breakfast outside and then followed the instructions given to us by the employee. When we called the front desk as per the instructions, the employee on the phone (Melissa the manager) told us that she couldn't give us access to the parking lot and that it needed to be done in person as she didn't believe we stayed at the Hilton, presumably because of our heavy ethnic accent. This presumption was deemed correct when we went to the hotel lobby and the manager was standing by the front door blocking the entrance. She allowed in caucasian, white-skinned, customers but blocked our way when she saw us entering, the only colored guests at the time. She assumed correctly that we were the people she spoke to on the phone because of our ethnic accent and colored skin. She told us in English that she cannot allow us into the parking lot. We told her we had asked an employee earlier and they said we would be given access. She denied this and then accused us of lying. We tried to reason by saying that we can point the employee out to her but we are not too sure as they were wearing a mask. To further convince her, we showed her the parking receipt (attached below) and the hotel booking. However, Melissa became hostile verbally and through her body language. She crossed her arms and yelled in English, "Please leave this premise immediately". We refused, saying that we paid for the parking and we want answers to why access to us was not given as promised by a Hilton employee earlier. However, without answering, Melissa started speaking to her employees in french while pointing and laughing at us. She then looked at us and continued speaking French, even though we repeatedly informed her that we only speak English. After a few minutes, my family and I left feeling humiliated and regretting our choice to...