Imperia Hotel & Suites Terrebonne — Hotel in Terrebonne

First time, last time at Imperia suite in Terrebonne Quebec Canada. Awful experience from the moment I walked in with the wife. My wife & I stayed here from a Friday to Monday afternoon. I had to make sure this was our hotel. People by the dozens were pulling in fancy cars and short cocktail dresses. I wasnt sure if this was a hotel in Canada or a nightclub in downtown Miami. First off my wife & I speak English my wife does speak French but for her it's more easy to understand French then to speak it, she's use to speaking English. The young brunette receptionist with the awful tattoos gave my wife and I attitude once our credit card didn't work. It wasn't being declined it wasn't reading it. It would've been nice to inform guest that this hotel doesn't take Discover card. Whatever, we paid we were on our way to our room. I have no complaints about the actual room. It wasnt the greatest but wasn't the worst. Typical queen size bed. Tv, bed, shower and bathroom were decent and clean. It was a little shady seeing the lock on door the broken as if someone busted down the door. Very strange. We asked the same receptionist about what's a good restaurant to eat it at. We were driving all day and we both were hungry. The receptionist recommended this Italian restaurant. We asked where it was. All she did was point to her right and say it's right there. She obviously couldn't be bothered with explaining where it actually was. Funny enough the restaurant was in the opposite direction. The wife and I were out most of the time of our stay. A babyshower, visiting family & friends, exploring the surrounding cities etc. Not once did they clean our room or leave extra towels or take out the trash. It wasn't until we were leaving Monday afternoon that's when the housekeeper asked me if I needed anything. Good timing. I never put out the magnet for privacy either so I don't understand why our room was never cleaned. The most disappointing part of the trip was the restaurant being closed the entire duration of our stay. The restaurant didn't have enough staff? Yet the hotel had plenty of staff for the function room aka the mini night club in the hotel. The restaurant was the reason the wife & I decided to stay here. I'll never come back to this hotel. Thanks...

I am quite sad to report the evening and overnight staff discriminate against and mock english speaking guests. At checkout, we brought this behaviour to the attention of the morning desk clerk and have yet to receive any feedback from management. We sent a detailed email explaining our stay as well and have not heard anything in three days. | We had gone out for the evening to a family gathering and upon return asked the desk clerk if there was a bar/restaurant where we could go for a nightcap. The hotel restaurant had just closed. She answered no. We asked if there was a pop machine in the hotel. She answered no. |We then asked if there was a store or restaurant or bar close by where we could buy pop and snacks or have a drink. She answered no. We then went up to our room, changed and decided to go out. We found a 24 hour store about 3-4 km from the hotel.|Upon returning we went up to the room but forgot ice. I called the desk twice letting the phone ring about ten times. Without an answer I then left our room and searched three floors without success. I then went down to the lobby but there was no staff to be found. I heard voices in the kitchen area so knocked on the door. When a kitchen staff person answered I asked if he could tell me where to find some ice. He walked away. A moment later a second employee dressed in a front desk uniform came to the door and said "you want ice?". When I said yes, he said, it's by the pool, pointed down the hall and shut the door in my face. As I walked away I could hear the two men mocking me and laughing. I went to the pool area and found the ice machine beside a pop machine (that we had been told did not exist). Needless to say, this experience was quite upsetting and ruined what had been a very nice evening with family. My husband and I have travelled frequently and have never encountered this type of hostility ever before. As uosetting, was the manager's lack of follow up. I recommend you avoid this hotel for your accommodation needs in the...

My friend and I booked 2 rooms at the Imperia Hotel Terrebonne on August 12, 2022. We were staying there for 1 night since were attending a wedding in a nearby venue.

One day before our arrival, I called and asked if it was possible to have an early check-in. I was informed that this will likely be possible but that we would need to ask once we arrive. No additional information was mentioned to me during this phone call.

Upon my arrival, a very rude girl informed me that the rooms were ready but that we would need to pay a fee of 50$ per person to have an early check-in. Keeping in mind that we arrived at 2:15 pm and that our check-in was at 3:00 pm. I thought this was ridiculous since our check-in was only 45 minutes away and asking for an additional 50$ per person seems outrageous for that time-frame.

We went back in the parking when two of our friend arrived (literally 2 seconds after us). They went inside and were granted early access to their rooms with no additional charge.

When I went back to the front desk and asked the girl why our friends weren't charged but we were asked to pay a ridiculous amount, she didn't know what to say and proceeded to "pretend type" on her computer and said "ok, I can give you access."

This to me seems a complete act of either racism and disrespect.

Please train your staff to be equitable, friendly and not shady.

Will definitely not be recommending or returning to Imperia hotel. Customer service means a lot - and unfortunately, the staff member that we dealt with was...