On a week-end when the hotel was sold out, there was not a manager to be found. Front line staff provided the urgent call number for the manager and she hung up on us as soon as we asked if this was B... more
On a week-end when the hotel was sold out, there was not a manager to be found. Front line staff provided the urgent call number for the manager and she hung up on us as soon as we asked if this was Best Western. While the hotel is beautiful- do not judge a book by its cover because this hotels service was horrible! less
Veshna Nellaya, General Manager at Best Western Laval-Montreal, responded to this review
Dear Mrs. Mackey,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Our hotel values your feedback and aims to provide our guests with a safe and comfortable stay. While COVID-19 has caused us to make amendments to our hotel’s services and offerings for your safety and wellbeing, our hotel continues to look for ways to improve our guests’ stay. We appreciate you providing insight on what we can do to better meet your needs going forward. Please know that the health and safety of our guests remain paramount, and as such, we were among the first in the industry to roll out standards and best practices to enhance our cleaning protocols at the start of COVID-19. Our hotel prides itself on embracing BWH Hotel Group’s We Care Clean™ initiative, and our trained staff are committed to ensuring the highest cleanliness standards recommended by the Centers for Disease Control. We do understand you wanted to have the meeting rooms rented for the kids to play past 9 pm which was denied due to the restriction put in place by the ministry of health for Quebec.
Thank you again for your feedback. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 1 450 681 9000 poste 407.
Directrice de la Réception/Front Desk Manager
Best Western Laval-Montreal