I am extremely disappointed with my recent stay at DoubleTree by Hilton Montreal. The overall experience fell far below expectations for a hotel of this reputation.
Upon check-in in the afternoon, we requested a kettle at the reception. We were told to first check the room as there was a coffee maker, and if needed, a kettle would be sent. After entering the room, we called to request the kettle again and were told it would be delivered shortly. After waiting 10 minutes, we followed up and emphasized that we needed it urgently as we were heading out for lunch. We were again assured it would arrive immediately. Unfortunately, after waiting an additional 20 minutes, no one came, and we had no choice but to leave.
In the evening, we encountered a more serious issue — the shower only had extremely hot water, with no ability to adjust the temperature. We contacted reception, and instead of resolving the issue, we were told the only solution was to move to another room.
After a long and tiring day, we were then asked to repack all our belongings. The staff said someone would assist us within 10 minutes, but after 15 minutes, no one arrived. We attempted to call reception again, but no one answered despite multiple attempts over several minutes. Eventually, we had to go down to the front desk ourselves.
When we raised concerns about the slow and unprofessional service, a staff member named Tao Daumas responded by telling us that we needed to “respect them as they are busy.” However, at that time, there was only one customer checking in while other staff appeared idle. This response was both inappropriate and disappointing.
Overall, the service was inefficient, unresponsive, and lacked basic professionalism. This was not the standard we expected from a DoubleTree property. Unfortunately, based on this experience, we will not be returning.