Le Westin Montreal — Hotel in Montreal

I would give this Westin zero stars if possible, one of my worst hotel experiences ever. The only, and I mean only, thing they have going for themselves is the location. But, even then, there are much much better options essentially right next door or only a couple blocks away (Intercontinental, Humaniti, etc.)

We had two separate reservations but canceled one of them about a week prior to arrival. Received a confirmation, cancellation email. When I checked in, they said I have two reservations - I told them, no, one was canceled. So, they said okay what they'll do is just keep the 2nd reservation open and once I get to my room, if there's anything I don't like, they could switch me to the 2nd reservation (I know, even though I had already canceled it...but whatever). And, if everything was to my satisfaction with my original room, well then the 2nd reservation would "auto-cancel" that night at 10PM. I asked, "Are you sure?"

Our reservation had also included a request for a rollaway bed (they call them 'cots' in Montreal) - in fact, we had to book a certain room type that would allow a rollaway bed, so that's what we had done. Anyway, they told me, yes, you can have your rollaway bed but you need to request it once I got up to my room (again, ok, whatever, I thought I had already requested it when I booked the room, but maybe this is Westin's way of saying, "You have to ask nicely" or something.

So I get to my room and everything looks okay. I go back downstairs and on my way out to dinner I confirm with the front desk again that my 2nd reservation (which, I'll remind you, I had already canceled a week prior) will auto-cancel at 10PM. "Oh, yes sir."

Okay, so the next day I get on the chat within the Marriott Bonvoy app to request the cot (again, reminder, I had already requested this but now I'm asking nicely I guess) and, after a bit of back and forth, I'm told that the room I booked doesn't qualify for a cot. So instead of wasting my time with some low level chatbot, I ask for the manager to call me in my room.

Manager calls right away and proceeds to argue with me that I can't have the cot, my room doesn't qualify, it's a fire hazard, etc. This is all despite the fact that my reservation, within the app, shows that a cot can be added to this room. I ask her to make this right. If for some reason the room they gave me doesn't qualify then to move me to another room that does or to give me two adjoining rooms. "Oh no, sir, you're already in one of our biggest rooms. We can give you a second room but you would have to pay for it." To make a long story short, after about 10 mins of pretty much getting nowhere with the manager, she finally tells me that she'll check into something and then call me back. She calls back shortly and tells me, "Okay, you can have your cot." Gee, thanks, I really appreciate you going out of your way to give me something that WAS ALREADY SUPPOSED TO HAVE BEEN GIVEN TO ME.

Finally, throughout our whole 6 night stay, our keycards would intermittently stop working. I would have to go down to the front desk, they would reactivate it and then it would work again for a few hours and then stop again. At one point, I had gone to workout early in the morning while the rest of my family was asleep, only to get locked out again because my card wouldn't work. Either I would have to knock on the door and wake up my family to open the door, or go down yet again to the front desk, this time all sweaty, and get them to reactivate it again.

Last but not least, remember that 2nd reservation that I had canceled a week prior and then they auto-canceled the night of my checkin? Well, after I get back home I find out that my credit card was charged for one night on that second reservation for a "no show." Are you kidding me? I thought my experience couldn't have gotten any worse, but I guess I was wrong. Again, had to jump through all these hoops including finding the right person to speak with and then forwarding them the email that they sent me in order to resolve this and get my card...

The thing with honeymoons is that you tend to do them one time. Call me old-fashioned. So let's start with check in where the bellhop couldn't be bothered to take the luggage... that's fine I suppose for a motel. This is supposed to be the westin. We made our way up and got ready for bed. I needed to go down really quickly and when I tried getting back in issues with the door we had issues the whole stay with our door not opening. Wife got to the door to let me in.. queue the am, now in all fairness we arrived late (again this is supposed to be a westin not a motel 7) I specifically asked for a suite with a view and did not mind spending a few more dollars to ensure my new wife got a wonderful view of the old port and the saint Laurence river. The curtains cannot be opened the mechanism is broken. Again this is the westin not hotel viger. *please take note that this has never happened in any other hotel or motel ever. But again this is the westin. I go down to speak with the concierge and explain that we are on our honeymoon can you please get everything fixed? They sent one person for the door but the issue was not fixed. They never bothered with curtains, the sofa in the side room has stains on it as if we had went to a sleezy hotel for a quick bootycall. The shower head was busted and water would come out from the head on the side. They never bothered fixing this either. In fact they made 0 efforts to do anything. We had booked for 2 days and in spite of all of this we were willing to stay longer. After talking to my wife I explained that this is the Westin and do not worry about it they will figure this out and just look at these things as a story to be able to tell her friends and laugh about it. I head down on our last night and ask for an extended day with a possible extended stay for a week. I make sure to say do you need anything right now? I said to them I do not want to wake up my wife we have had a busy 48 hours and want to relax today. If they need anything to let me know now so we don't have to wake up fpr nothing. Queue the next am. We finally get to sleep and we slept well (heavenly beds, they are a taste of heaven with every minute you lay in them, 10 stars on the bed) queue the cleaning lady who enters without knocking and without announcing she's coming in (are you serious)‽ she comes in and clearly sees our shoes and things are still in the room and starts banging around in the bathroom. At this point she woke me up and hearing someone breaking into my room ... you can guess I'm trying to figure out what the hell is going on while thinking how do I keep my bride safe who's soundly asleep. She wakes up and we quickly figure out it was the maid. I say with a firm tone TABARNACK fench word which could be translated in English as what the actual f word. She then decides to open the door and let herself out. Finally over? Nope, at this point the individual decides to use her keys and knock on our door with her keys. At this point she heard us saying what the f word is this sht. You know you woke us up, you know you have no business in our room and you're what now? You're trying to make sure if you hadn't woken us both up that you did? I went to see the concierge who couldn't be bothered, he made 0 efforts to do anything, all he kept saying is this is unacceptable but offered nothing else other than that. This is the westin. I've been to Cuba and this never happen. In fact I once asked for a towel cause we did have any and they came with towels right away apologized and rectified the suitation. They even offered another room. This is Cuba. Meanwhile back at the westin all the concierge said was fine Go to social media. Okay buddy your wish is my gift to you. Terrible hotel, terrible experience and worst concierge I've had to deal with. This is the westin, even the westin near time Square wasn't this bad and they are rude but a whole lot less than any other place there. The only thing the concierge did was cancel the rest of our stay and give us the card of someone hire up who...

Le Westin Montreal. What we thought was going to be one of the best hotels in Montreal, turned out to be one of the worst.

Good things first. The hotel was nice, and the location was perfect for our weekend stay in Montreal, a walking distance from so many of our favorite places to visit. The room offered a great view of the city skyline; it was spotless, modern, and well maintained. The bathroom was beautiful. The restaurant downstairs, although not the most affordable, offered absolutely delicious food.

Now the not-so-good part. We booked our stay at Le Westin Montreal through Trivago. This was our very first time with both Trivago and Le Westin Montreal. We were not necessarily looking for anything luxurious, just a decent dog-friendly place to stay with our 8-month old pup. We were quite surprised this hotel offered some of the best rates in town …or so we thought.

When we arrived, we were instructed to drive in through... the exit. There was construction work blocking the entry. Not the nicest welcome.

As soon as we were greeted by the concierge, he gave us paperwork to fill out that required an extra $50 per night for our dog. Needless to say, that was quite a surprise. Trivago never mentioned that the hotel required extra fees for dogs. After a less than comfortable conversation with the concierge, the whole thing escalated to the manager. He had to manually check their business relationship with Trivago and confirm that this fee wasn't listed on Trivago so shouldn’t be charged. Half an hour later, we finally headed to our room. Phew.

Everything was going great until we had to leave. On our way out we were greeted with yet another surprise, again not mentioned in our Trivago contract: a $90+ charge for parking for the two days we stayed. This was easily the most expensive parking I have ever paid in my life. It was early in the morning, I had a long day of driving back home ahead of me, and I was not in the mood for waiting the manager to investigate. I paid the fee and left.

As a local guide on Google I always try to support as much as I can the businesses I review, but alas, this one is an exception. I was expecting class, style, and finesse from Le Westin. Instead I witnessed sketchiness, corporate greed, and incompetence. It is the management's duty to make sure all fees are clearly listed absolutely everywhere before implementing a marketing strategy with anyone. As a customer, the last thing I want is to pay for unpolished business relationships between partnering companies. I would not recommend this place. Same...