Sofitel Montreal Golden Mile

Easy quick & early check in!! Clean and modern design and amenities. Especially exquisite service at Renoir Restaurant by our server Thomas. He truly put the cherry on the top of our recent stay!!

Room not ready upon check in at 4:40pm. No loyalty welcome or acknowledgment. Dusty surfaces in room and stains on towels. Poor communication from front desk staff to housekeeping, lead to what could have caused a mishap with my dog. Luckily it was avoided. Did not feel at all like a Platinum AllAccor loyalty member at this hotel 😬 Had to ask for coffee cups to the room despite nespresso coffee machine living in room. No spoons or sweeteners, creamers. Stayed 4 nights/5 days and had to ask every day for every coffee detail. Despite paying for my small dog to stay, had to ask for bed, bowls and felt like an imposition. Valet, though professional and kind, were over worked and under staffed leading to no one available to accept car and keys upon return numerous times.

Unfortunately, I have to leave a 1-star review for what was otherwise a promising stay at the Sofitel Montreal. While the hotel itself is beautiful and the front desk and housekeeping staff were respectful and professional throughout our visit, our overall experience was deeply affected by the extremely poor service we received during breakfast. Over the course of three days, we experienced repeated delays, miscommunication, and confusion among the breakfast staff. What should have been a pleasant start to our mornings turned into a frustrating and uncomfortable experience each time. What disappointed me most, however, was the lack of responsiveness from management. I made two attempts to contact the operations manager to share my feedback with the sincere hope of helping improve the situation. I was told she would return my call, but she never did. Being completely ignored, despite repeated follow-up, felt dismissive and frankly, disrespectful. Due to this experience, we’ve decided to cancel our upcoming reservation with Sofitel in Florence, even though we've had great experiences with the brand in other cities such as Washington, DC. This review is not a reflection on the hardworking hotel staff who did their best during our stay, but rather a result of unacceptable management neglect. I hope the leadership at Sofitel Montreal takes this seriously and improves communication and responsiveness moving forward.