DoubleTree by Hilton Pointe Claire Montreal Airport West

I love this hotel. It suits my needs as it is close to my out of town office. The staff here are very friendly and open and are willing to accommodate requests. The on-site restaurant has a decent selection of options to choose from for lunches and dinners in your room. There is ample parking and is free. Rooms are clean and have ample storage space if you have a multi-day stay. Clean bathrooms and pleasant staff.

I booked DoubleTree by Hilton Montreal in advance through Expedia and clearly mentioned in the special instructions that I needed a crib for my 5-month-old baby. I never got a response to that message, so I assumed they accepted the request. When I arrived at the hotel, they told me they had forgotten about it but promised to bring the crib to the room. Nothing came. Around 10:30 pm I called the front desk and they said they would bring it again. Then at 10:50 pm they called back and told me there were no cribs left. It was really disappointing to hear that so late at night, especially after I had clearly requested it during booking and even reminded them at check-in. They later told me they had responded to the Expedia message saying it’s based on first come first serve, but I showed them there was no message at all on my side. It felt like they were just ignoring the whole thing. Apart from that, the hotel was okay. It’s an older building that’s been renovated, but you can still see signs of age. The AC unit in the room was old, and the bathroom door had no lock. When I asked about it, they said there was an incident before and now they have removed locks from all bathroom doors, which I found a bit strange. The staff were not that friendly either. The best part was the breakfast buffet. I added it to my booking and it was totally worth it. The food was fantastic with lots of variety.

We arrived at 10 pm after a 9 long hour drive with two little children exhausted. Upon arriving to the room we noticed immediately that it has not been cleaned…washroom was very dirty, bed sheets not changed, towel on the bedroom floor, garbages not empty and bar soap used open on counter. We called the reception immediately and manager was sent up. She just kept saying oh how can this be how can this be. And then told us to take all our luggage back to the lobby and wait there while getting the same room cleaned. We requested a new room but apparently none were available. After waiting 20 mins we were given the same room just barely cleaned….still not vacuumed and it appears as the same bedsheets were just thrown on. The shower was not cleaned either as we found a random plastic cup in there. Our children were crying so much exhausted so we did not request a re clean. We told the manager and reception how disappointed we are in the poor service and inconsideration but they did not seem to care much. They didn’t even try to show any remorse by offering anything for this poor service and inconvenience to us. No remorse or accountability. We are highly disappointed. If we did not have the little kids with us we would have definitely left and found another place. So I advise you to stay away from this place!