I'm glad the GM is taking note. And action. The issues with ths property are major. It needs to be addressed before that property's brand is irrepairably tarnished. Personally, I will not set foot in that property until there's a complete turnaround. Too many other, excellent alternatives in Montreal, both within the *wood family, and outside too.

I am also glad the poster didn't let the GM know he was coming back to give it another try. That's what happened to me at the Toronto Sheraton (see my FT posts). I returned to give it another try at the personal invitation of management, and got the royal treatment, only to be let down again. I no longer stay at that property. Period. Again, there are plenty of great alternatives, such as the King Eddy, which has ALWAYS delivered on its brand proposition, without ever having to get the GM run inference.

Don't get me wrong. Dozens of *wood GMs have heard from me when their properities underwhelmed. Dozens more have heard from me when their staff or properties exceeded expections. I just never accept a GM's offer to "call me directly and I will personally set you up for your next stay". I may return. But not on those terms. It's invariably a false experience destined for disappointment.

Cheers,