Staybridge Suites Montreal Airport - St-laurent By Ihg

We used to love staying at Staybridge St. Laurent. It opened last year, and during our first stays everything was fantastic: clean, well-maintained, and quiet, with daily room cleaning, underground parking, a big room, and a great breakfast selection. It's also near the airport and highway. We've spent about 30 nights there this year alone, but the last few stays have gone downhill fast. The hotel says rooms get daily "Light Touch Service" and a full clean on day 7. The card in the bathroom says that service includes fresh towels, made beds, replenished amenities, and trash removal. During our last nine-day stay, it happened only three times, and there was no full clean on day 7. Trash was the only thing handled daily. The beds weren't made, towels and the dishwasher pod weren't replaced, and neither was the extra toilet paper roll. After it first happened, we were told it was a mistake and someone would come finish the service. When it happened again, Hatem, the director of operations, couldn't explain why, even after we'd spoken with the manager. He said he'd talked to the manager, had done his job, and there was nothing more he could do. Other problems piled up too. Breakfast used to vary a little each day, but now it's nearly the same every day. Garbage sat in the hall for several days until I reported it to the front desk. Someone had filled the body wash bottle with conditioner. When I asked the desk to have it fixed during the next day's room tidy, they just left a body wash bottle and conditioner bottle on the floor outside our room. I contacted IHG, and they said it was a mistake and they'd contact hotel management to prevent it happening again. They also told me to speak to the hotel manager, even though I'd already raised the issue and felt they didn't care. I asked IHG to escalate it and have customer service contact me, but I haven't heard anything. I'm nearly at their diamond rewards level because I stay at IHG hotels so often, and this is how they respond to their best customers? It's a real shame. The hotel had a lot going for it, but it's become a disappointment. I left a glowing review after our first stay, and now the service has gotten bad enough that I'm leaving a terrible one.