Hotel de l'Institut

Saturday April 25 the hotel rented one of its convention rooms for a dj dance party. Right below the floor we were staying on. It was so loud that we could hardly talk to one another and the room was reverberating. This was at ELEVEN O’CLOCK AT NIGHT. We called down to the front desk multiple times but no one answered. Honestly it was ridiculous how loud it was. It also disturbed the guest in the room next to us as we both opened our doors into the hall to figure out what the heck was going on. Eventually we just pulled our pillows over our heads and gave up. Breakfast good and rooms decent but the noise was a deal breaker. If u like peace and quiet don’t stay here.

We have nothing but praise for the Hotel de l’Institut, where we stayed for two nights in early January 2026 in the context of surgery and subsequent visits to the hospital. From the time of booking until our departure, we were touched by the quality of the service, which was marked by kindness, listening and a real concern for the well-being of the guests. We would like to pay special tribute to Jade, Nathis and Ryadd, who did much more than respond to our requests: they often anticipated them, with remarkable kindness and professionalism. What a pleasure, in particular, to discover on the return from the hospital a small box of chocolates prepared by the students. This thoughtful and deeply human gesture has touched us sincerely. The facilities are very clean, well appointed and welcoming. The restaurant offers a pleasant, varied and beautifully presented buffet. We were even offered lunch boxes if we were not back from the hospital during lunch hours, a particularly appreciated attention in our situation. The hotel’s location is also ideal: direct access to the Sherbrooke metro, taxis nearby, indoor garage and many restaurants in the Latin Quarter within walking distance. This was our first stay, but certainly not our last. We are proud to encourage succession and deeply impressed by the commitment and quality of customer service offered by these future professionals.

We booked a two-night stay at Hotel de l’ITHQ in October 2025 for what was meant to be a special anniversary trip — unfortunately, it turned into one of the most frustrating hotel experiences we’ve ever had. When we arrived around 6 p.m., I realized I had accidentally left my ID at home. I had digital copies of both my driver’s licence and passport and offered to provide additional verification or even leave a deposit. Despite this, the staff refused to help or make any reasonable accommodation. They appeared very young and clearly hadn’t yet learned the basics of customer service, such as empathy or professionalism. We explained that we would return early the next morning and even sent a message confirming this. However, when we arrived at 7:30 a.m., we were told our room had been given away because we were marked as a “no-show” at 4 a.m. The hotel had effectively double-booked and resold our room, which we had already paid for. After being made to wait for hours, we finally received a room key around 2:30 p.m. — seven hours after our arrival. Throughout the entire ordeal, not one staff member offered an apology, update, or even basic courtesy. No manager was "available" all weekend, which I find impossible to believe. The room itself was clean and nicely presented, but the service was unprofessional, dismissive, and completely lacking in customer care. For a hotel of this standard, the experience was shockingly poor. After sending multiple complaint emails the hotel will not refund us the nights stay, even though they received payment for the same room twice! I would not recommend staying here unless serious improvements are made in how staff are trained and how guests are treated.