Homewood Suites by Hilton Montreal Downtown, QC

I had a balcony with a lovely view of the city skyline, and it was nice sitting out there in the evening. The hotel is downtown, just steps from restaurants, shops, cafes, cathedrals, and plenty else to do. I had a good stay and would come back, and recommend it to visitors in the area.

I canceled my reservation after the hotel refused to move me or offer another solution. I had booked a junior suite for a week, and when I arrived it felt very stuffy. While I sat on the couch talking with my family after my flight, I suddenly broke out in hives across my neck, chest, and stomach. The heater beside the couch was very dusty, and I also saw dust behind the couch and under the table by the TV. I went to the front desk and asked if they could move me, vacuum the room, or suggest a fix. They said someone would inspect it and decide what could be done. A woman came up and asked where the bugs were. I explained, and she immediately said all the rooms were perfectly clean and that what I saw around the heater wasn't dust, but didn't explain what it was. She wiped it away with a cloth. Her phone rang, and she told another woman where she was. That woman arrived, knocked, then unlocked and entered within 20 seconds without waiting for either of us to open the door. They spoke Arabic, and she suggested I ask for a different room. The first woman had turned on the AC for better air circulation, she said. They left, and I followed them about five minutes later. At the desk, the manager was speaking with employees in a private room. She then told me the agents who went upstairs had found the room perfectly clean and nothing wrong with it. She said all the rooms were in mint condition, changing mine wouldn't make a difference, and they were overbooked anyway. I was sent back without accommodation, a solution, or empathy.

We liked the location, the reception staff were friendly, and breakfast was included and good. But they charged us a 300.00 CAD deposit that hadn't been mentioned anywhere, and it still hasn't been refunded. We arrived at 1:30 a.m.; the first night had already been charged to the card used for the reservation. At arrival, they rebooked us and charged all three nights without telling us the first night had already been paid through another method. That issue is unresolved too. We've called the hotel, but they haven't offered a solution.

I didn't feel safe or comfortable walking around outside, since the hotel is right beside an area occupied by homeless people. The meals were nothing to look forward to either: very limited choices, with the same dishes repeated almost every day, and the food was strictly average. Housekeeping was poor. In my 10-day stay, the room was properly cleaned just once, and only after I specifically asked. Basic supplies were also missed: some days there were no replacement towels, other days coffee or toiletries were missing. For the price, that felt careless and badly managed. The stay was far below expectations and not worth the money. I wouldn't recommend this hotel to anyone looking for somewhere comfortable or pleasant.