Best Western Laval-Montreal & Conference Centre

I booked 2 queen size beds on their official website, and entered 2 adults and 1 child. But when I checked out, they added on the $62 in my bill as they said my reservation was 1 guest. It’s weird for their website to change the booked guest number, and also add one more charge in one 2 queens size bed room. Be careful when you want to book this hotel.

Breakfast was sad. Their pictures show many options, including pancakes and different fruit. I stayed there with my family for 3 days, including the weekend, and the reality is you only get one egg option, which is bland. There are no pancakes. This hotel is in Montreal, I was hoping to at least see croissants but nothing. Just plain white and brown sliced bread.

When you go to hotels you expect great customer service, after all thats what you’re paying for isn’t it? Well not here. We checked in and got a room next to the elevator but didn’t think anything of it. It was close to the gym, pool and dining area so I thought it was great. We stepped out and came later at night, got ready for bed and tucked in. After a couple hours we were awaken by loud banging noises. I got up to check and it sounded like it was coming from the elevator mechanical room, also near our room. I called the front desk and they quickly came and fixed the issue. Or so we thought, it kept happening throughout the night, about 3 times until they just shut down the elevator, at around 5-6am. That morning we approached the manager to explain and ask for compensation which she was very reluctant to do. She said that ‘shutting down the elevator’ was the solution and its not their fault. She also explained that because we booked through Expedia the hotel couldn’t do anything. We contacted Expedia and they explained we have to deal with the hotel, where the issue originated. After much back and forth the hotel gave us a 15% which amounted to around $22. Very small compensation for the difficulty we experienced. We spent the day exhausted and irritable. We had a terrible experience and very bad customer service. The next day I contacted best western support and Expedia support to follow up and I got the exact same responses. No one cares for their clients, no compassion or considering, it’s all about business. Pay your bill and get out. We were very disappointed to say the least.

We checked in this evening and I had called to ensure we had an accessible room as my wife is in a wheelchair. We were told that they had put us in a accessible room. When we checked in, the bathroom is not at all setup as a handicap bathroom, no bars, etc. When I went to the front desk, the gentleman wasnt sure, and a lady came out. When I said this was not suitable, she didnt seem to care and kept smiling and at one point almost laughed at my request. That definitely perturbed me, the lack of decency or concern. No manager here to discuss this with and after a long drive, we decided we will stay the night and sort it out tomorrow.