Le Westin Montreal

Andrea Petkoff

2 months ago

Our experience at Le Westin Montréal was unacceptable and the way it was handled felt deeply disrespectful toward our family. During our stay over spring break with our children, the shower in our room had no functioning cold water. Even when set to cold, the water ran extremely hot and one of our children was burned while trying to shower. This was not a minor inconvenience but a serious safety issue involving malfunctioning plumbing in the room. When maintenance came to inspect the issue, the technician himself mentioned that he was not sure why this room had been assigned to us, implying the problem was already known. He had to let the water run for a long time before it became usable. Later that same evening we also discovered the TV in the room was not working, requiring another maintenance visit very late at night. What was most troubling was the hotel’s response. Instead of addressing the safety concern involving a child being burned by extremely hot water, the hotel focused on the fact that the room had been booked under an employee travel benefit rate and used that as the reason to refuse any form of service recovery. A room defect that causes an injury should never be dismissed because of the rate used to book the stay. Basic safety and duty of care apply to every guest regardless of the booking rate. On top of this, we were also charged an additional fee for an animal in the room even though the dog accompanying us is a service dog and documentation was provided. Service animals are not pets, and refusing to recognize that added to an already unacceptable situation. We raised these concerns directly with the hotel during our stay, but the response focused only on the booking rate rather than addressing the safety issue or the service animal concern. This is not the level of responsibility or respect guests should expect from a property associated with the Marriott brand. Unfortunately, this was by far the worst experience we have had at a Marriott property.

Joanna Z

5 months ago

I stayed at Le Westin for a full week on a business trip and overall had a great experience. The on-site restaurant was excellent. I enjoyed the buffet breakfast every morning, which offered plenty of variety, and I had a salmon dinner one evening that was delicious. Service throughout the week was warm and attentive. My room was spacious, comfortable, and cleaned daily, which I really appreciated. The only hiccup was on the first day when housekeeping entered my room around 5:30 pm while I was still inside. It was an unfortunate mistake, but I understand these things can happen. The location is fantastic and made getting around very easy. All in all, a very good stay I would happily return.

Maura McCreight

2 months ago

I’m a Marriott Bonvoy member, and my entire family has stayed with Marriott properties for years. That loyalty is exactly why this experience felt so demoralizing and embarrassing. I was traveling with a 97-year-old colleague and friend, and I contacted the hotel two weeks in advance to clearly explain that we would need extra assistance. Despite that notice, Marriott did essentially nothing to prepare or to support us once we arrived. From the moment we pulled up, we were treated as if we didn’t exist. The valet and front entrance staff repeatedly failed to acknowledge us or offer help. I was left holding my 97-year-old companion’s arm while managing two suitcases, trying to navigate doors and the lobby on my own. Occasionally someone would appear at the door, but most of the time it was just the two of us juggling everything. It was humiliating, and completely avoidable given I had warned the hotel in advance. The lack of care continued throughout the stay. When I called to have room service dishes collected, I was spoken to rudely and told to put everything outside the door myself—even after I explained I could not safely manage that while also caring for an elderly guest. Our room was never cleaned for the entire stay, even after an initial interaction with housekeeping. We also did not receive fresh towels despite requesting them. It was obvious that the accessibility/support needs I sent in writing ahead of time were never communicated to the relevant teams. On top of that, the Wi-Fi was unreliable. I reported the issue immediately, was told someone would follow up, and no one did. When I called again the next day, I spent roughly 40 minutes troubleshooting, only to have reliable Wi-Fi for about one day. Traveling with someone of this age requires patience, planning, and basic human compassion. What we experienced instead was disregard. Given how thoroughly the property failed to provide the most basic service—despite my outreach two weeks ahead of time—I am seeking a full refund. I would not recommend this property to anyone traveling with elderly relatives or anyone who needs accommodations or extra support.

Lauren A. LaPaglia

2 months ago

We had a free night to use and this location seemed perfect. The staff was friendly and helpful. Our room was in a tower that seemed to be older/not renovated. It was clean, just needs a refresh (faucets loose etc). Kids loved the indoor pool/hot tub, but they ran out of towels and the sauna was packed.. so just be prepared if it’s a busy weekend!