Sofitel Montreal Golden Mile

We booked a suite 2.5 months ago for a one-night stay and completed pre-arrival details indicating that I would arrive at normal check-in time, 3pm. We arrived at 2:55pm and was told that my booked suite was being fixed (the front desk and even the Duty Manager had no idea what the actual problem was, that was being fixed), and that it wouldn't be ready for several hours. I was offered a regular room to use (although the original card keys given didn't work, and we had to again visit the front desk to get working keys), but that doesn't compensate for the fact that I have no access to the specific suite I reserved for key hours of a one-night stay. So far no compensation has been offered, whereas a true luxury hotel would proactively have offered compensation for not only the inconvenience, but not fulfilling the contract, which was access to the booked suite from 3pm check-in time.

There were definitely some positives during my stay. The suites are a decent size, the location is excellent, and the restaurant staff, in particular, were friendly, attentive, and genuinely welcoming. I almost always stay at Accor/Sofitel properties, so I was disappointed that this was, by far, my least favorite Sofitel experience. I feel bad saying that because the staff themselves are lovely people. Unfortunately, the service standards were not what I’ve come to expect from the brand. The minibar was never refilled, used wine glasses were not replaced, and whenever we requested something from the service desk, it either took hours to arrive or never arrived at all. The biggest issue occurred one morning when construction work started at 8:30 a.m. There had been no prior notice, and the loud drilling made it impossible to relax. For a luxury hotel, that was particularly disappointing. By the end of the stay, I felt uncomfortable asking for anything and simply wanted to leave as soon as possible. It’s a shame because the hotel has been nicely renovated, the rooms are well equipped, and the location is excellent. However, it lacks the warmth, character, and artistic flair that I usually associate with Sofitel. It feels more like a corporate hotel than a luxury lifestyle property. Overall, while there are some strong points, the service inconsistencies and overall atmosphere mean I would be unlikely to stay here again.

We celebrated a birthday at the restaurant Le Renoir, and everything went wonderfully until the end of the evening. The surprise came when we went to retrieve our vehicle entrusted to the valet service. The two wheels on the right side were parked against the curb. With the help of one of my children, I attempted to free the car by reversing, the only maneuver possible, while trying to avoid damaging the rims. Despite these precautions, the front right rim was damaged. That same evening (June 15, 2026), the team members present apologized to us and indicated that a follow-up would be conducted. Subsequently, the front desk manager first informed us that an investigation was underway, before concluding that the establishment could not be held responsible since I had moved the vehicle myself. I acknowledge my mistake today: I should have had the position of the vehicle documented immediately before any maneuver. Unfortunately, I presumed that my good faith and the circumstances would be taken into account. What disappoints me the most is not so much the material damage but the complete absence of any commercial gesture or proposed solution from an establishment of this caliber. I therefore leave it to everyone to draw their own conclusions regarding the use of the valet service. For my part, this experience tarnished an evening that had been flawless until then.