"Great staff, heavenly beds!"
I stayed in this hotel for four nights at a conference I recently attended. The staff were wonderful. Very helpful and friendly. The rooms were just like most hotel rooms, but the beds were wonderful. The sheets smelled clean and fresh. I also love that the hotel was VERY environmentally aware. They provided an option where you could get $5 credit in the restaurant for every day that you chose not to have maid service. So, it was like getting paid to be environmentally friendly. LOVED it!
"The most appalling and disappointing customer service"
I recently traveled solo to Montreal for business. I had arrived late in the city and was looking forward to a relaxing night at the hotel. Sadly, my first impression of the city and the hotel was appalling. Upon my arrival at Le Centre Sheraton, I was met with a lot of difficulties. Granted, I do take responsibility for one major mistake: not traveling with a credit card. I had paid in full (through Travelocity) my 3-night stay since my conference was at this hotel. I was denied check in upon arrival because I did not have a physical credit card with me. They reasoned that it is their policy that if a room was booked through third party, a credit card is required to check in, for security purposes. Inconsistency #1 - they did not ask for the specific credit card I used to book the room. One staff member even asked if I knew anyone in Montreal who would lend me a physical credit card...this contradicts their security purposes, they would just allow anyone's credit card as long as it was physically available' I had two debit cards, multiple IDs, cash on hand - but they would not accept any of it. I was told by another staff member that if I booked through the website, it would not be a hassle... Inconsistency #2 - my husband phoned and spoke with one of their staff members to book one night with them (paid twice for one night) so I could just rest that evening. This booking now was through their own website, with their own staff member assisting him with the booking. My husband was promised that I should not be hassled with a physical credit card. Alas, I was still denied check in. This was nearing midnight now, and I was getting enraged. According to their confirmation email, "Debit and Credit cards will be authorized at check-in..." Still, they would not accept my debit card. They remained obsessed with having a physical credit card even though: a) my husband was told I need not worry (he would not have booked otherwise) b) their confirmation email stated debit cards could be accepted When I approached the staff regarding the inconsistency in their words vs their policies, they remained defiant, rigid, and unmoving. Apparently there was a specific debit card they would allow (a special First Nations debit card) - but it did not state that in the email. Plenty other hotels in the city accept debit and cash deposits, I could not believe they still would not let me stay after my husband booked through their own website (not through any third parties) and spoken with their staff member... To top this awful customer service off... nearing midnight (not nearing any resolution about staying with them whatsoever), they tried their very best to 'assist' me in finding the nearest accommodation. They did and it was a few blocks away: "do you wanna walk there' it's very close" was a question a solo, female traveler in a strange city would like to hear when it was close to midnight in a downtown urban area she was unfamiliar with... real touch of customer service these guys have. That was the only 'assistance' I was given. I tried lots of creative strategies to see if I could just rest there for the night: paying cash/debit deposit, trying to pay cash for the night, having someone booked through their website/staff---all of which was met with: "No, we need a physical credit card" One of the staff mentioned that most hotels in Montreal required physical credit cards for hotel stays and that is another inconsistency... Inconsistency #3 As I stayed at two other hotels, one with a five star rating (thinking the five-star one would be more rigid), and they both accepted my cash/debit deposit with no issues. Awful, appalling, abhorrent service...it was truly disappointing
The Centre Sheraton Montreal had a few letdowns. First, there was a power outage in the hotel from ~5PM through to 2AM. During this time I had hoped to do work in my hotel room, but instead had to squat in a local coffee shop (while the lobby had power, it did not have internet). I've never encountered a hotel power outage before, and was shocked at how long it lasted (especially because it was clear skies when it happened). Second, my room's bathroom had a leak. Big water droplets dripping from the ceiling next to the toilet. I discovered this while sitting on the toilet and having a droplet land on my leg. Ew. I only noticed it on the last night of my stay, but this is not the standard of quality that I normally expect. Lastly (and this is a bit of a nit), I am a Gold SPG member, and when I have stayed in New York, Toronto, Ottawa, and Montreal at Westins, Sheratons, and Meridiens, I have always received some kind of complimentary upgrade when checking in. Well, upon arrival I was not offered any upgrade, so I asked for one, and was told that I received an upgrade the last time I stayed here (the week prior), and so that I shouldn't expect two in a row. Overall it seemed that they simply didn't want to do me any favours, a sentiment I have never encountered at a Starwood property before (I've of course heard "I'm sorry but we can't upgrade you", but that was not the case here.) There were highlights: the staff were very accommodating throughout the power outage, offering complimentary drinks in the club lounge and providing directions to where I could access internet outside the hotel. In fact, the staff were attentive and exceptional for every interaction but the first. Overall I felt that the accommodations and check-in service fell short of what I would expect from a property of this calibre.
Great location for Bell Center. Rooms are nice and clean. My only complaint is the power was out for several hours the first night but I received no communication concerning the outage or when it may have been corrected.
It's a Sheraton. You know what to expect - nothing particularly lovely or quaint, but no unpleasant surprises. Good location, though; I could walk to Notre Dame, Museum of Fine Arts, many restaurants, shopping along St. Catherine, etc. Staff members were polite, respectful and helpful. All in all, a fine experience.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM