Hotel Montreal Metropolitain, BW Premier Collectio

Breakfast was okay, but nothing special, and it couldn’t make up for the rest of the stay. I won’t be returning. The bed bug issue ruined the experience and, by itself, made the stay unacceptable. The first night I was bitten by bed bugs. It was extremely uncomfortable and disturbing. They moved me to another room, but there was no real follow-up, explanation, or clear procedure. It felt as though they wanted to move on instead of taking it seriously. For something this serious, I expected more care and professionalism. The welcome at check-in was disappointing and unwelcoming, with no sense that guests mattered. The whole place felt careless and disorganized, and I never felt the staff genuinely cared about my comfort. The African American lady at the front desk was kind and helpful, and I appreciate her effort. She was one of the few bright spots, and this review isn’t about her.

The room was clean and nice, and the staff were helpful and polite. But there was no hot water in the morning. The coffee machine was unplugged, and its spot had no usable outlet. I moved it to the floor, and it still didn’t work.

The rate I paid didn’t feel worth it. I’d moved hotels because my first booking was far from family, and this one was about 15 minutes from my aunt’s home. The room wasn’t properly equipped. The closet was broken, there were no hangers, and despite calling several times I had to wait until the next day for help. Since there was a kitchen, I asked for pots, pans, dishes, and utensils, but someone brought a dirty pot. At reception, a staff member said they don’t provide items for cleaning pots or dishes. I said that might explain why the cookware was dirty. I asked to move to a better room, but they refused. They also told me I couldn’t change rooms or cancel the rest of my reservation because I’d booked through Expedia.

The heating pump didn’t work at all, and the room never warmed up. Cold air kept coming in through the poor insulation, and the corridors were freezing, with no temperature control. Even walking a short distance to the elevators was unbearable, and that corridor air kept seeping into the room. It was uncomfortably cold the whole time. We had children with us, which made the situation especially difficult and upsetting for them. We complained to staff repeatedly, but they ignored the problem and did nothing. I’ll never stay here again. Don’t be swayed by the Best Western name. The standards are literally low.