Sofitel Montréal Golden Mile Hotel 5 stars

Very good service, diligent staff

We stayed with you for 6 nights recently. We booked on Hotwire as a "5 star" hotel, but our experience left us wanting more for the 5 star price tag. To be clear the staff would great and friendly and the location was great. But it is the little things that make a difference. Lack of amenities within the hotel made us re-think our choice like ...no pool, no real place for a snack other than a high 5 star restaurant, an air conditioning unit that rattled throughout our stay.....and even the smallest things like being given a hotel room facing a construction site (which would be fine for one night when passing through but got annoying of 6 nights when construction started at 7:30-8am, or not re-filling shower gel and shampoo when our clean was cleaned. Again these are small things but when asking for 5-star pricing for accommodations we were left wanting more from our choice. Thanks

I have never been treated this poorly by a hotel staff as I had in my recent stay at Sofitel Montreal. Upon checking in the hotel with my family, we saw that the room was too small for us, so I spoke to the man at the front desk who told me the entire hotel was booked so my options were limited to similar, small rooms. Since I was with my family, I had to book an additional room for the stay, and was told that I could be upgraded the next day to connecting rooms and would be taken care of. Rafael, who was at the front desk, noted all this information on the computer so there would be no issues the next day. I also requested a crib for my son, yet after about 3 hours, I called the front desk to inquire about the crib and was told someone would call me back with an update. The women who called told me that there were no more cribs available so when I asked why (considering I was told that there would be on sent up), she stated that this was not her issue and immediately hung up without an explanation or apology. I had no options and my 4-month-old son had to sleep on the floor. The next day, I went down to the front desk and explained to her the situation from the night before, yet she responded with "what do you want?" in a very rude tone. I asked her to check my account for notes from the previous night to explain the situation, and she said there were no notes and did not even touch the computer to look up my info and was very rudely trying to brush me off. She was obviously very irritated that I bothered her with my inquiry. At this point I was very frustrated and angry at her tone and lack of common respect in dealing with a customer. So, again I asked for a crib to be sent to the room immediately- she then asked for my room number and the crib was sent up hours later and the crib was a low-quality travel crib. Also, in the additional room I booked, I was having issues with my air conditioning and called the front desk to get some help to turn the fan on, and yet again I was greeted with rudeness and obvious irritation. I was told to contact the maintainence department of the hotel and was hung up on when I was asking for more details. I have never experienced this low level of service from any Sofitel or Accor hotel I have stayed in the past. You should not have these people work in hospitality positions when they are selective to who they will be hospitable to, and clearly because I don't speak French I was treated much differently by these people. I will never stay in another Accor property again, and want to cancel my Accor membership, this is completely unacceptable. This is not a 5 star property, the quality of beds were horrible, and the service was non-existent. I would like to point out two employees who went out of their way and tried to help solve my issues, Rapheal at the front desk, and Noah the bellman, these two were amazing and exemplified what 5 star service should be. I just wished that could've been the case all around.

Great stay - only issue was that the room had no information package about amenities (gym and room service) and where to find them in hotel or how to contact them.

The beds are soooo comfortable! The location was wonderful, close to McGill campus and close to Rue St Catherine’s. The staff are lovely very wonderful experience overall