Loft Hotel Montreal

The rooms are spacious and generally clean, but they need updating, and my experience with the staff and management was deeply frustrating. I’ve called and emailed several times about two issues and still haven’t heard back after weeks. Someone in my party was assigned a room they knew had no working air conditioning. After my friends brought it up, they were moved to a much smaller room without complaining. We’ve been trying to get a refund for the difference in room size, with no response. I also left expensive belongings behind and asked the hotel to ship them back at my expense. The front desk said they didn’t know if that was possible and told me to contact the manager. I’ve tried by phone and email, again with no reply. If my things aren’t returned, I’m close to reporting the hotel to the Dept. of Consumer Affairs and possibly the authorities for theft. There’s no cleaning service on weekends, and during the week you sometimes have to ask for your room to actually be cleaned. Often nobody is available at the front desk to offer recommendations, deal with room problems, or even provide fresh towels. I stayed the last weekend of May '23 to celebrate my birthday, and the whole experience left a bad memory of the trip. This is the first time I’ve ever written a review of a place, and I’m doing it because I’m so frustrated. Other reviews about this hotel seem to back up my experience. It looked so promising on the website, but I wouldn’t recommend staying here. What a disappointment.

The hotel was in a great location, but my stay at the Loft Hotel from 9/2/24 - 11/2/24 left me shocked that they’re holding my full deposit. I’m responsible, well traveled, and have worked in hospitality. This is a dog friendly hotel, yet they charged me extra for a towel I used to dry my dog and kept my entire deposit. There wasn’t even a broom or anything else in the room to tidy up during the stay. At check-in, the front desk gave us the wrong address, and we spent 45 minutes driving around looking for a parking address that didn’t exist. That was a human error. The bathroom shower caulking was moldy, the windows were falling apart, and the furniture was dated. I’d think twice before giving them my credit card.

The location right on St-Denis is the best thing here, close to the Metro, restaurants, and shops. The rooms are large, and mine was clean, but the building is older and the wear shows despite attempts to update it. The bed was lumpy, the vinyl furniture was peeling, and the couch sagged. I stayed in summer, when air conditioning matters, and the unit wasn’t strong enough to cool the room. The hotel seemed to know this, since two fans were already running on top of the AC when I arrived. I ran the AC at its lowest setting the whole stay, but the room never got cool, let alone cold. My stay was just fine, but I wouldn’t return or recommend it.

I called ahead to say I’d be arriving late and expected the room to be clean and ready. Instead it was dusty, with curtains falling apart. The white curtains looked grey from dust, and clearly hadn’t been changed. Take pictures, because they’ll charge you for everything. Unlike other hotels, you have to request room cleaning 24 hours in advance. I’d called before arriving, and they knew we were coming that day, but still hadn’t cleaned the room.