Canada101

After seeing that the GM of this property actually read these reviews, I decided to give this property another chance but didn't want to forewarn management as I really wasn't interested in a "made up" experience and would much prefer to see what type of service I would receive without having to ask for special treatment.

Check-in: I was pleasantly surprised. Contrary to the two previous experiences, the associate automatically recognized Platinum status and that I was a repeat customer. She offered the amenity selection without being asked and was extremely efficient. Total check-in time was less than 5 minutes. Score: 10/10.

Room service: ordering was easy enough. I was taken aback that at 830PM on a Monday night that there would be a 40-45 minute wait for delivery since "they were really busy". However, other than the delivery time, the server was incredibly friendly and really wanted to do more than required (ie. "would you like me to pour your soda?" "can I adjust the lighting for you?"). Other than the fact that it took nearly an hour for room service, I was quite impressed with the actual level of service. Score: 7.5/10 and would have been 9/10 had it not been for the excessive wait.

Check-out: friendly, straight-forward and efficient. No muss, no fuss. I just told the associate that the bill slipped under my door was accurate and she wished me a nice day referring to me by name. Score: 10/10.

Valet parking: this is still the absolute sore point. For $26, they really have to do better. As I was in a bit of a rush, I called the front desk before leaving my room and asked for my car to be brought forward. It took me 10 minutes from the room to check-out to the driveway and even with 10 minutes notice, it took another 15 minutes and a second request to the front desk to find the valet jockey to get the car delivered. 25 minutes from my call down to getting the car brought forward is totally unacceptable and paying $26 for the privilege is an absolute crime.

Conclusion: if these reviews have prompted the GM to stress the "finer points" with the staff which has resulted in these better experiences, then bravo to Mr Dunn. You've earned my repeat business. However, you need to get the parking issue fixed -- it is such a piss off that really shouldn't be an issue since the parking isn't even managed by the Westin (it is run by the Vinci parking monopoly)! Even though it isn't a Westin-managed service, the hotel still needs to ensure an acceptable level of service from their parking contractor.

Peter Dunn

Good afternoon Canada 101,

I am glad to read of your positive experience with Le Westin Montreal. We will continue to work on the issues realted to the hotel parking. I certainly agree that 25 minutes for your car to be delivered is not acceptable.

Thank you for the repeat business!!

Peter J. Dunn
General Manager

Flews

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,

Canada101

Flews,

I agree and definitely think there's more to be done but, to the GM's credit, I did notice a true change and I can only hope it was due to his reading these reviews.

Like what you described, I really didn't feel like an experience where everyone has been briefed by the boss to be nice to "so and so" -- therefore didn't leave any clues that I was somehow any different than any other customer. That artificial service just irks me anyway and makes me feel like they want to pull the wool over my eyes.

The attitude at check-in was definitely far better -- not perfect but, in comparison to my two previous stays, definitely an improvement.

The thing is I'd so much like to see a GREAT Westin property in Montreal. While I like the W, I'm really not the "W type" and it would be great to have a change of scenery from time to time from the Sheraton when I stay downtown.

I definitely hope that the GM takes all these comments seriously and decides that the Westin Montreal deserves to live up to the Westin name because that property could be outstanding rather than just the "so-so" or "unsatisfactory" property that it is today.

After all, two of my five favorite properties are Westins (Hilton Head and New York) and it sure would be nice to have the Westin Montreal on that list. Right now, it isn't but we'll see.

Starwood Lurker

Just a note about a couple of promotional offers at this hotel.

Their 2,000 bonus Starpoints per stay offer has been extended. It is now bookable through September 7th for stays through September 7th. Previously the book-by date was June 30.

They also have a fairly good family promotion offer. $179 per night, includes breakfast for 2 adults and 2 children under twelve plus parking. Available all days of the week through August 27th. If you were to subtract the added value of these inclusions, it is essentially the same rate that I would pay to stay there as an employee.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]

Starwood Lurker

Le Westin Montreal’s 2000 bonus points per stay offer has been extended once again. Now it is book by November 30th for stays thru January 11th.

The link to the offer is here http://deals.westin.com/Le-Westin-Mo...el-3313/so.htm

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]

casper22

I hadn't stayed in this hotel for a few months but I sure was impressed tonight when I returned to have my bed turned down, the ice bucket filled and some chocolates placed on my pillow. I think I may need to re-book a few visits here instead of the Sheraton!

Two thumbs up for this visit and the 2,000 bonus points do not hurt either!

bp101

Hello,

I just noticed these posts. I am a Starwood corporate preferred member and stay at spg hotels when I travel. This time I am heading to Montreal on Sunday Sept 5 to propose to my girlfriend. I thought Le Westin would be the best place to stay in. We are going to stay there a few nights in Le Westin go to Quebec and then come back to Montréal spend another night in Le Westin. Now reading about these posts I wonder if I should be changing my reservations. I want the stay to be special for both of us.


Thanks
Behzad

jb3t

I have been going to Montreal for years and always stayed at the Sheraton. That being said, I am going to change-it-up next time and go to the W or Westin

I was in Montreal a few weeks ago and before I left the City, I stopped at the W and the Westin for a tour. When I walked in, a person at the front desk was nice enough to give us a tour of the typical rooms plus rooms we would get as an upgrade. Here's the synopsis of all 3 (though I have only stayed in 1 but have been in rooms in all 3).

1. Sheraton - Great location near St. Catherines Street. Nice hotel with a good club lounge. Rooms are newly updated as is the hotel but as its an older hotel the rooms are a little vanilla. Suites (when you can get them) are pretty-much two ajoining rooms. If you go here, ask for a room facing Mt Royal. Good view.

2. W - I was given a tour of this place and the rooms were jaw dropping. The rooms that I would receive as an upgrade as a plat looked awesome. There were some strange things like the shower in some rooms had a see-thru wall to your bed! However, other rooms were awesome. The place way young, swanky, pricey, and probably pretty loud. Good location (.5 miles from Sheraton) but closer to Old Montreal. No pool.

3. Westin - I was impressed with the Westin. The rooms I saw were typical Westin rooms (large, nice bathrooms, modern). The hotel iteself also appeared nice. A little more upscale from Sheraton and newer. Location is around corner from the W and about.5 miles from Sheraton. It is right on the edge of Old Montreal. Had a decent club lounge and small but decent pool area.

The only downer to the W and the Westin is valet parking. I go to the casino and drive around a lot and therefore am not a fan of valet.

Next time I go, I am giving the Westin a try. Change it up from the Sheraton. The W gets great reviews though but hopefully you can pay on points as it's steep. You will have a great time wherever you go.

Hit Gallianos in old montreal. Good italian. Take the girl intto the underground mall to shop and grab lunch at one of the many food courts. Save you a few bucks and the food is awesome.

bp101

thank you for info. I looked at the W but it is was a bit out of my price range / points.
I will have a look at the Sheraton to see what they have to offer. I will see what other hotels are like too.

bdemers

I've now seen conflicting posts in this thread about lounge access on weekends. I'd be curious if anyone who has stayed recently has experience with this?

My understanding is that the lounge is card-access-only on weekends. I assume that means that breakfast and light dinner are not served? If so, does the hotel make any offers of breakfast certificates or other accommodations to compensate?

SPG Junkie

You are correct. Lounge services are only offered throughout the week, meaning that breakfast and hors d'ouevres are not offered on the weekend. However, based on my last stay, earlier this year in the Spring, they offer a pre-set serving of canapes with a choice of house wine or beer in the bar and breakfast buffet in the morning in the restaurant. Without the extra bonus of 2K points, it's a toss up between the Sheraton and Westin, IMHO.

bdemers

Good to know.

Thanks for the info.

banzani

2 stays this week, and overall this is an OK hotel. It feels however not very classy in my opinion, somehow as if this was meant to be a low cost place to build and operate. But there is a good gym, it is all still relatively new, and staff is friendly.

On both stays upgraded to standard room on club level, which in my opinion is no upgrade really. All that is needed is a room key that allows to enter the floor the lounge is at, and a bigger or corner room would have been appreciated (not speaking of a suite). On my second stay I inquired about a corner (or Deluxe) room and was initially given one after some searching, but in the room there was a smell as if somebody had smoked 200 cigarettes within the last 6 hours. The AC was on full blast so I guess housekeeping had noticed. It was unbearable so I asked to be moved - back to standard room without being overly apologetic.

An OK place to stay, but as far as I am concerned only below the 200 CAD mark.

wma

I am PLT and stayed there Oct 8-10 two nights. One night was points, the other was 3FWN stay. To tell you the truth I was very apprehensive about staying after reading all the above posts, as we usually stay at the W.

We were thoroughly delighted with the stay. Check-in was relatively easy. I had to wait for the reception rep to finish up with person before me on the PLT line. We were upgraded to a Deluxe corner room, which was quite large.

We were given cards for hors d'oerves at the bar, which were quite good and all we needed to tell them was our room number and breakfast was free.

We didn't park at the hotel. We parked a block away at a lot that charged $13 a day instead of the $25+ at the hotel.

The concierge desk was very helpful, and her recommendations were spot on. We also had them make reservations for us via the PLT desk prior to our arrival which was great.

Would we go back there for a weekend? Absolutely. Do I sound all Polly-ana on you? Usually I'm really hard on hotel evaluations (read what I'm about to write about Equinox in VT) but not this time --this was a good experience and the hotel deserves it. ^