Hotel & Suites Monte-Cristo

July 2-4, 2026. We were given a room (room 150) in a section that should have been closed for renovations, although we arrived on a week day and most of the rooms were available. It was extremely hard to access the room, no street access. There was one hallway that was available and that was full of laundry bags blocking the way and furniture out of the rooms being renovated. We faced risk of tripping and sharp edges. On the day of check out, I took a video of the hallway (only way to access the room). A guy who was working on the rooms’ renovation attacked me and started yelling and screaming to my face, he followed me on my way out in a scary way and kept demanding to delete the video. We went to the reception and the receptionist seemed collaborating at the beginning and said what happened to us was unacceptable and that we should have been given the choice to stay at this section with a discounted rate, and he was willing to offer us a discount until the aggressive guy came to the reception and started yelling again, the receptionist who was nice now started to be sarcastic and disrespectful and they both demanded me to delete the video in a very aggressive way. The guy kept shouting and screaming, we couldn’t take that kind of attitude anymore and we left the place. We’re definitely taking our business elsewhere and not going back to this terrible place. For 2 months, I was traumatized and couldn’t speak about it. Now I have enough courage, and I am taking legal action against the hotel. We paid full price for a very inconvenient stay and finally got attacked by an aggressive worker.

The day before our scheduled arrival we contacted the hotel to explain an urgent situation with our dog. Our dog’s condition had unexpectedly become critical, and we knew we would not be able to make the trip. We specifically requested that the cancellation fee be waived due to this urgent situation, and we did so more than 24 hours before our arrival. Unfortunately, the hotel chose to strictly enforce its cancellation policy and charged us the cancellation fees. Later that same day, our beloved dog sadly passed away in the hospital. We had been looking forward to this family trip for a very long time, and we obviously never could have anticipated such a devastating situation. We understand that hotels have cancellation policies, but we were extremely disappointed by the complete lack of compassion shown in such an exceptional circumstance. We were also told that the decision to waive the cancellation fee was up to Booking.com. Having worked in hospitality for several years, we found this explanation to be completely false. Booking.com and other OTAs facilitate these requests, while the hotel ultimately decides whether to make an exception to its cancellation policy. Even if the hotel was unwilling to provide a full refund, we would have appreciated some gesture of goodwill, such as a credit toward a future stay. Instead, we were simply charged the cancellation fee and left feeling that the human side of hospitality was completely overlooked. Hospitality is not only about policies and reservations; it is also about understanding that unexpected and heartbreaking circumstances can happen to people. We did not feel that understanding or compassion from this hotel. We will be visiting Quebec again, but unfortunately, this is not a hotel we will consider staying at in the future. While their handling of the situation may have been technically correct according to their policy, we found their approach to be completely lacking in humanity.

I had such a fantastic solo stay at Hotel Suites Monte Cristo during my recent trip to Quebec City! Even though I arrived late in the evening, the front desk staff gave me such a warm and genuine welcome that instantly made me feel right at home. My suite was spotlessly clean and spacious, with plenty of storage space to unpack all my things with ease. The bed was exceptionally comfortable, giving me an extremely perfect night of sleep after traveling all day. The whole place felt peaceful, cozy, and well-maintained. I will definitly be booking another stay here on my next visit to Quebec!