Embassy Suites by Hilton Montreal

comfortable bed

We booked a family room for 4 people, but when we arrived tried after long drive the Receptionist told us that we order just for 2 adults and 1 kid Apparently the order was not entered properly so we had to prove that the room that we booked was for a family of 4 not 3. in addition the lady that clean the room provided only 2 large towels every day each day even though we are a family. we received a kitchenette without adequate and minimal means such as glasses, plates, Forks, spoons, knives. Aldo These were provided upon request they were taken by the cleaning lady the next day. The lack of a safe in the room claiming that it was a new room, something that forced us to put things in the safe in the lobby and delayed us daily, the lack of bags on the bins something we encountered several times in the Hilton hotels. If it was a desire to preserve the environment, recycled bags could be used. The day before departure we asked to make a payment by credit card other than the original order, the receptionist told that the payment could be closed before departure and although the hotel knows about a credit card exchange request they charged the original credit card without checking with us.

The maids and restaurant staff were super nice & friendly!

We were asked to wait 1 - 1.5 hrs for our room; after 2 hrs we were asked to wait another 30 minutes. When After I complained, they found us a room. The hotel lobby was dirty and cramped, very dark and the reception desk was too small for such a large hotel. The concierge was not on duty when we needed help. The restaurant was dark & dirty. Overall, far below my expectations for a Hilton property, especially an Embassy Suites. VERY DISAPPOINTING!!!