Étoile du Matin — Local services in Mont-Tremblant

Just stayed at 1500-07 booked thru the Tremblant website - key criteria was 2 bathrooms catering to 2 families with little kids.

what wasn’t disclosed was that only 1 shower is working

Upon checkin-in one of the shower is not working. There is no water at all. We called the same night and were told that someone to fix it next morning. The next morning someone came but refused to come into the unit until we left the place.

We left and came back but there was still no water and no update from anyone. We had to call customer service again and was promised someone will come to fix it the next morning.

Third morning had to call again in the morning. Someone finally showed up and he said he needed to look for the water valve to turn it on. We requested for an update and no one came back to us till 4pm. We had to call again to ask for an update, no avail.

Finally got updated evening of 3rd day - water supply for the shower was turned off previously. We asked to change suite but implied we were already halfway thru the trip. and at least we still have another shower to use? If we had known we would have just booked somewhere else.

No offer of any help except that we should be happy we have 1 shower. Provide us with an option to refund or rebook us to another accommodation that suits what we want. This is not what we have paid for.

The management have not been forthcoming used delay tactics and we are extremely disappointed with the level of service.

Then they agreed to look into a service recovery offer and seems like it’s just another hope you will forget this soon enough tactic.

It’s been almost a week and still radio silence. Is this normal? Are our expectations unreasonable?

*Update: The management has gotten back to me on the matter. Glad that they followed up...

I would give them a 0 if I could.. my husband and I Stayed in 1500-01 for a little baby moon/birthday gate away book through the Tremblant website looked like it was in the village. We thought we booked a suite through a hotel but turns out to be a 3rd party condo system. We are disappointed to realize it wasn’t in the village. Indoor garage is too small to fit the truck or even an SUV. Website made it sounds like there was a lot to do here. (Maybe give seasonal warning) Looks are deceiving. Nice place at first. Living room TV has parental control on it requires a PIN to access anything above PG14 which we weren’t given, TV in bedroom has no remote makes it unusable. Everything had label on it with either DO NOT TOUCh - $$ Fine. IF LOST $$ Fine. The ranges I have seen $50-250. Now we understand when we check in we were charged 1000$ for incidentals. It makes it very unwelcoming. I am scared to touch anything at this point. 1st night- beautiful king size bed- ENDY brand- yet they put a foam topper literally Cardboard. I honestly felt like I was roughing it in a trailer. The most uncomfortable sleep I expect in a condo/hotel. My hips were screaming at me in the morning. I’m 32 Weeks pregnant this is not a weekend we were looking for. We called when we realize the TVs weren’t working properly to the front desk, but they said that they would leave a note for the owners to deal with then after waking up with a terrible bed we didn’t wanna stay an extra night so we called the service desk to see if we could get a refund of this absolute mess of a stay that was denied. There is literally nothing to do around here as everything is closed.. I feel scammed...

Terrible Experience - Misleading Prices, Dishonest, and HUGE Hidden Fees

UPDATE - There comment back is a LIE, you guys didn’t even contact us at all. PEOPLE BEWARE! Checkout my reviews, I love to support business however this is a total FRAUD.

I strongly advise against staying at this hotel. They advertise low rates, but once you check out, you're hit with a slew of hidden weird fees & policies that DOUBLE your bill. Despite trying to cancel right away and constantly contacting them for over 10 DAYS about their shady pricing practices, my card was charged TWICE. Can you imagine this NIGHTMARE happening to you while on VACATION? Their customer service is non-existent, unprofessional, and unhelpful. We're now in a dispute with our bank over these charges. I SUGGEST ANYONE else going through this to do the same and simply express their experiences with this terrible hotel.

This place is nothing short of SCAM throughout HORRIBLE experience, and their business practices are incredibly...