BEST WESTERN VILLE-MARIE

We stayed here while on a group tour of Canada, so had no choice and also no real idea of cost. But, the hotel was most welcome after a long journey! The reception/lobby was bright and airy. The room was large and clean, beds very comfortable, plenty of hot water in a well appointed bathroom. We had a view, overlooking the street, but it wasn’t too noisy. Perfectly adequate accommodation.

Upon check-in, we encountered a very rude front-desk agent whose behavior was unusual and made him appear possibly impaired. The first room had a strong cigarette odor, and we saw several bugs in the bathroom. The front-desk agent changed our room, but the second room also smelled strongly of cigarette smoke. We explained that we had just completed a long bus journey and wanted to have lunch before moving again. We told him that we would return after lunch and asked to change rooms at that time. However, he insisted that we had to move immediately or remain in the second room. Since we were exhausted and very hungry, we declined and left for lunch. Fortunately, when we returned to the hotel, a different shift was working. A very helpful woman at the front desk changed our room. The third room also had an odor, but it was not as strong as in the previous two rooms. My suggestion to the chief engineer is to clean the air-conditioning coils with an HVAC-approved chemical cleaner—or even Simple Green, if appropriate for the equipment—and rinse them with a steamer. This may help eliminate the odors coming from the AC units. All the other hotel employees were courteous and helpful, except for the male front-desk agent who assisted us when we first arrived.

I tell my sad adventure. Let me say that the low mark is not about structure. The rooms are spacious, clean and the location is great, but I think that's not all it's worth to consider a great property. Indeed, I believe that the relationship between staff and customer is more important than what determines value. 10 days vacation trip to Canada. I booked the first night, then 2 day tour to Toronto to return to this hotel for another three nights. I booked (as I always do) with a prepaid. Since there was no prepayment I did not check if there was any money left in the prepaid (my fault) also because we would have used another card to pay the bill. On the morning of the departure of the Tuor we warned the girl at reception that we would meet two days later. They agreed to check in after 9 pm, because we would be back late from the tour. On the day of arrival at 7.40 pm I receive a booking email warning me to contact the property immediately as the credit card does not cover the nights and they had one hour to stay. At 19.46 after two messages sent in which I asked not to cancel the reservation, that we were going to arrive and that we would pay with another card we phoned the property and they informed us that they had canceled the reservation and were fully booked. At 21 we still went to the hotel as the reservation was still confirmed. At the reception the two employees appealed to the company's policy. Not worth the communications made both verbally and in writing and the time verification that we immediately contacted the property just warned by booking. Three women at 10 p.m. banged in the street, in a sold out montreal, without any qualms. Inhuman, lack of empathy, no understanding... you can go wrong and here the mistake was both of us, but usually you also try to do everything to make it right... but no. I travel a lot and I have never found so much indifference towards travelers. We talk about a very renowned chain not a guest hause. I understand that the employees have followed the guidelines of the company to which I recommend reviewing, because anything can happen during a trip, even if the card has no availability, but flexibility, willingness to help especially towards people who do not know the place should be an added value. You never leave customers (we had slept with them two days before) without a room in the middle of the night. I also understand that I had booked months before with an offer and certainly the new customer who booked my room paid double, but not even having earned that extra $100 makes you better. So my review gives a very low grade (zero) to the comucative and empathic relationship that establishes the company with customers. If you have to stay there (great location) opposite the best western there is the omnia hotel. Same price range. Well-kept and especially at the reception there is Dania that phone in hand has gone to some lengths to find us a room. Professionalism is not water.