Sofitel Montreal Golden Mile — Hotel in Montreal

The rooms were well designed giving guests all the comfort they need (except bedroom slippers). The bathrobe was soft and fluffy, very comfortable to use, not at all scratchy. The bed was the best, I used to think Marriots had the most comfortable beds, Sofitel is better. It has a duvet mattress topper, and a duvet comforter which gave the bed a luxurious touch and comfort. I felt cocooned in bed, I slept very well, it was so comfortable I didn't want to get up the following morning. The bathroom was spacious, hzs marble floor and on the wa the shower had good water pressure, bright, sufficient lightings, high quality vanity products, fluffy and thick yet soft towels, and it has a window! There was even a bottle of red wine, glasses, snacks, a Nespresso expresso machine, teabags, good sized table to work on and a comfortable chair. Many hotels do not take into consideration the size for the table and chair for business travellers. The breakfast room was bright, clean and tastefully decorated just lacking a little coziness probably due to cold weather we were anticipating. There is no buffet breakfast which was to my dismay. It's a personal thing. I dislike making a choice on a menu early mornings. It's easy to look at a buffet spread and decide what you would like to eat. This is probably due to covid sanitary measures. So a continental breakfast which came with the room would not be charged. This was a problem for me as I couldn't eat anything containing lactose, there was jam and butter and viennoserie. I had to choose something else on the menu which was charged separately including my orange juice. The total was more than 26 euros after conversion. I felt there was a certain inflexibility in the choice. They could have offered to replace what I couldn"t eat with something else. Anyway I was exhausted and in a hurry to leave so I didn't want to question the rationale behind the price of the hotel rate which came with breakfast and a menu where you have to pay when it's not a continental breakfast....just for having scrambled eggs instead of viennoseries. My colleagues had additional charges to breakfast too despite choosing the continental breakfast which they didn't understand. But we were all in a hurry to check out that morning and didn't want to spend time question the invoices. Otherwise the concierge service was top-notched and very helpful. I just thought that the receptionist could have recommended us to book a taxi for the following morning when we checked in. We had trouble getting a taxi for 4 with our luggage heading to our company. Finally we had to go in 2 taxis after a 40 minute delay. One taxi got lost, caught in an accident and turned up late. Total costs for 2 taxis was CAN$274. Well, I would return to Sofitel, but I will remember to order a continental breakfast and just eat bread with jam, coffee and orange juice and book my taxi the...

This hotel is not reflective of a five star. We were situated in a room that had double doors. One door to our room, and another door that had a lock on it and was being held open by a door hook which gave us acces sto the actual hallway. It was a safety concern. If there was an emergency and the exterior door beyond our hotel door closed, it would be disastrous. This needs to be reviewed by a fire marshall. When our concerns were brought up to the attention of the night manager Coralee, she belittled us, smirked and told us we shouldn't have any concern because the security on duty checks the hallways. When I asked her the name of her security that night, she said she didn't know. We were told by the staff that the hotel was sold out...apparently..but when we went to look on the hotel website and other 3rd party reservations sites, there were plenty of rooms available for us to move to. They lied and told us there were no rooms. When we called our 3rd party reservations company, they took our concerns seriously, called the hotel and we were able to switch rooms for the last night of our stay. This all transpired after midnight - we were exhausted. The next morning, 7am they found a room for us. How is it that between the hours of 1am and 7am there was a check out? We were lied to repeatedly. Our safety concerns as 2 women were not taken seriously. We became known as the people with the room issue i stead of taking our concerns with the upmost sense of urgency. We didn't create this issue. When the daytime manager Coralee met with us, she then began to dismiss our concern again...we stopped her immediately and she proceeded to help us. Why did it have to take this much effort to receive help from this supposed 5 star hotel. We called the hotel chain customer service manager Mariia, and were assured we would hear from them..still nothing. They want this to just be swept under the rug.

On top of it all, which paled in comparisson to our safety...the internet was intermittent and the chrome casting doesn't work due to this or you are kicked off.

Concierge booked spa services for us 1 month in advance. When we arrived to this spa (in which we had confirmation) one of our spa services was not there. I would never recommend this hotel. The star needs to be dropped, and they need a lesson in safety, inclusivity with regards to mental health, and...

Having visited this hotel over many years the decline in service has reached a point where I will consider other 5 star hotels when staying in Montreal. The time has long since past to attribute diminished service to Covid-19 related internal complications. The new F&B employees are arrogant and speak to guests as if they are equals. Simple things, like teapots, are apparently not available at all, in this hotel. The bar refuses to give out the large glass mugs suitable for steeping tea in guest rooms, apparently too many have broken and have not been replaced. The kitchen refuses to substitute anything for people allergic to fish etc for the set menus offered over the holidays. The Lolë yoga mats have not been placed back in the guest rooms. The concierge, is rarely around, making it difficult to arrange for things to be collected from shops like Louis Vuitton, who had to send an associate to the hotel. There is effectively no concierge for guests requiring a high level of service. The small, dated televisions have not been replaced in some of the rooms. Much of the room furniture is unsuitable for use and requires professional cleaning. If something is required from a front desk supervisor, they now ghost guest messages. If you hold a premium card in the All programme, the front desk will normally not give you your drink voucher, even though they have been prepared for distribution in advance and are visible in the alphabetic organiser on the counter. This list continues on, and on, and on... to an extent where these problems are beyond a simple service recovery, although it would not go amiss. By any measure, this property is NOT a 5 star property and it is no less than a miracle that the hotel has kept it's AAA diamonds.

Edit : After posting this review, Maude Vien, the Sofitel’s Operations Director, telephoned me at my place of work posing threats, and saying she intends to remove this unfavourable review. My employment contact is not in the guest profile and she telephoned a former employer and lied to them to get my private number. She made no apologies for the service and did not discuss any of the...