Disappointing Stay
07/06/2018 Andy P,
We stayed as a family of 9 with young kids and an elderly from May 30- Jun 1 and had 4 rooms. That was part of our tour of E Canada.
Reception when we checked in was cold, unfriendly and aloof throu... more
We stayed as a family of 9 with young kids and an elderly from May 30- Jun 1 and had 4 rooms. That was part of our tour of E Canada.
Reception when we checked in was cold, unfriendly and aloof throughout our stay when we interacted with with a few of them , and showed clear preference to deal with other guests closer to their background and race. We ran into a problem with my Amex due to Id theft issue I think occured when I was booking hotels online for this particular tour.. the reception was rude when they called to asked for settlement and when presenting facts and figures on the final settlement they were confused and appeared messed up. Male staff at front desk after taking my other credit card as an alternative, just returned it without a word nor eye contact! That’s really ultra rude for my culture and I would think that’s the same for any culture! We are not asking for sky high services, just the very basics to be polite and to treat everyone the same regardless of race and background.
When we booked this hotel online and payed in advance, there was no information whatsoever on the hotel being near to construction. When we got there, there was one big one just across the road, we had problems getting off the bus, stopping in a position to unload our bags. Reception said nothing and was not apologetic at all and offered nothing at all whatsoever. Noise is obviously a prob! We should have been informed by the hotel way in advance so we can decide if we go ahead with booking.
I had an important fax from my office back home. When my staff called the Hotel’s reception after faxing through to make sure , she was told that they were busy and will attend to it later, which they didn’t. I had to check with the reception after waiting only to be told there was no fax. Female staff who attended to me had a disinterested outlook on it and finally located the fax stashed among other documents and obviously unprocessed. Not sure if BW Plus is a business or a leisure hotel but if it is targeting business travellers, then this definitely isn’t the way to handle things like fax documents. I was really shocked!
There were some good things though to save some grace:
1. Rooms are of ok size, well appointed and clean
2. Location is good being a short walk to St Catherine.
3. Breakfast service offered at an external hotel was nice and had pleasant services which really put the entire front desk at the hotel to shame. Surely they must have had training on customer service and how to treat all equally regardless of race and background.
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Michael P, Responsable de la réception at Best Western Plus Montreal Downtown-Hotel Europa, responded to this review
Dear Mr. Pe,
I would like to thank you for staying with us. We try to give our guests the best experience as possible, even with the construction in the city during the summer. Thank you for your patience regarding our answer. As you can understand, we do take this negative feedback very seriously and we are aware that a situation like this needs to be studied deeply.
After reviewing the security camera, we can see that you arrived at the hotel with your family, dropping the laugage near the business center. Once you were done with that, you came at the front desk to check-in these 4 rooms. 5 minutes passed from the moment you came at the front desk to the moment you leaved it. Unfortunately, our cameras does not record the sound, I am not aware of what has been said by my front desk agent at that time but I am truly chocked to read that one of my best employee ( who never has bad review in the past) act with racism towards our guest. However, if there is something she said that offended you, I would really love to hear from you. Therefore, we could give our team a coaching session.
Like mentionned a little bit further up, we do have construction in Montreal. Sadly, we do have to deal with the noise of it in front of the hotel. Therefore, whenever our guest has problem with that, we try to accomodate them as much as possible.
Finally, I would really love to enter in touch with you regarding any other problems that you might had. If you would like, don't hesitate to call us directly at the hotel.
Again, thank you for your review and I hope that you enjoyed Montreal and his great weather!