Le Square Phillips Hotel And Suites

The hotel’s response to a serious medical need was dismissive, and I wouldn’t trust it to handle an important concern. I’ve traveled for work for 25 years and have never experienced such a troubling mix of indifference, poor judgment, and hostile service at Le Square Phillips Hotel & Suites. My wife clearly noted in the booking that I needed an allergy-free room. This wasn’t a preference: I have a life-threatening dust mite allergy and have had anaphylactic shock after a hotel stay. At check-in, we were told the note had apparently been understood as a request for a pet-free room, which is different. The first room smelled strange and wasn’t suitable. The second was no better and had no dust-mite-protective bedding or pillow encasements. When I explained that staying there could put my life at risk, they told me it was my responsibility to bring my own bedding. Since they couldn’t provide a room that met the documented medical need, I asked for a refund. They said they wouldn’t handle it because we booked through Expedia. I asked the supervisor to call Expedia and support the request, but he refused. Expedia later said the hotel had denied the refund. It happened on my 50th birthday. I spent about 7:00 p.m. to 10:00 p.m. dealing with a preventable mess instead of being with my family, missed our dinner reservation, and ended up eating alone because my 10-year-old daughter was too exhausted by the ordeal. A hotel doesn’t have to be perfect, but it should be competent, humane, and trained to respond to a legitimate health and safety concern. The staff felt dismissive and untrained, and unwilling to take responsibility for an obvious failure. Public reviews already mention noise, crowded breakfast conditions, and operational friction. My experience was worse, a basic breakdown in hospitality and common sense around a serious medical accommodation. If you need staff to listen carefully, respond compassionately, or take responsibility when something goes wrong, I wouldn’t trust this property.

The central location is great, close to lots of amenities without being on a very busy street. Our room was huge, essentially two bedrooms with a full kitchen, sitting area, pullout couch, and large bathroom, ideal for families. The pool and gym were lovely and well organized, and the continental breakfast was included. We had a small reservation issue when we arrived, and later a protest in the area made checking out and getting our car from the garage difficult. The hotel hadn’t been given much notice about the protest, but the staff were very apologetic, friendly, and accommodating through both problems. I’d highly recommend staying here and would gladly return.

Our studio suite felt like a home away from home, with a king bed, dining area, kitchenette, and comfortable seating. The hotel is handy for walking around downtown, and we’ll definitely return to Le Square Philips Hotel & Suites. All the staff provided exceptional service, especially Genevieve Beaumier. I bought a bathrobe at the hotel as a keepsake from our wonderful November visit, but when I opened it at home it wasn’t the right style. Genevieve arranged for me to get the correct one and made special arrangements since I live in another province. Merci beaucoup, Genevieve. I really appreciate her going above and beyond to help.

The location is great, close to shopping, underground access, Place des Arts, and within walking distance of Old Montreal. Staff were kind, and the valet parking worked well. Breakfast is complimentary and includes toast, bagels, cold deli meats and cheeses, fruit, pastries, and coffee or tea. Our suite was one of the biggest hotel rooms I’ve seen, with a huge entrance and very high ceilings. The decor is fairly bare, which makes the place feel comfortable but utilitarian.