I had two clients fly to YUL for a meeting a couple days ago and when I contacted the aLoft Mtl Airport and asked to be put through to the Front Desk Manager, I was told that there was "no one around". I called back an hour later and made the same request and the staff member said "I am sure I can help you out, sir." So I made my request "please add Mr. XXX to the reservation as they will be checking in first as the other person, Mr XXX will be arriving on a later flight". Seemed simple enough.

There was a long pause. Then a "please hold". She returns to the line to say "we will do it this time for you but you should have cancelled the first reservation and then made a new one with both names on it". Huh?

Both clients mentioned to me that the hotel itself was nice especially given the newness compared to the other YUL area hotels, but they had better work on the service aspect if they hope to improve there FT karma.