As a Marriott Titanium Elite member and Hilton Diamond member, I travel extensively around the world and have stayed at hotels across a wide range of categories, from luxury properties to hotels in developing countries. I have experienced all kinds of hospitality, but my experience at the Montreal Marriott Château Champlain was among the worst I have ever encountered in terms of customer service.
I had a reservation for October 16 and requested a late checkout until 4:00 PM when making my reservation. At the front desk, I was under the impression that my request had been confirmed.
However, at approximately 2:30 PM the following day, someone knocked on my door and informed me that I have 30 minutes to leave. I complied and vacated the room within approximately 15 minutes, well before the deadline I had been given.
Despite following their instructions, I was subsequently charged a $200 penalty, plus fees, bringing the total to approximately $240.
What makes this situation particularly unacceptable is that I was explicitly told I could leave within the next 30 minutes without incurring any penalty. I did exactly that, yet I was charged anyway.
I contacted the hotel to explain the situation and request a resolution. Unfortunately, the response was even more disappointing than the original incident. Rather than listening to a reasonable explanation and attempting to resolve an obvious customer service failure, the hotel focus on the 200$ late check out.
The money is not the issue. The attitude is. What is truly disappointing is seeing a hotel associated with an international hospitality brand treat a loyal elite member this way over a disputed late-checkout charge. Even if there had been a genuine misunderstanding regarding the checkout time, the situation could have been handled professionally and fairly.
As a frequent traveler and an experienced hotel guest, I have rarely encountered such an inflexible and dismissive approach to customer service.
Loyalty status should not entitle anyone to special treatment beyond the applicable benefits, but it should at least come with the expectation of clear communication, consistency, and a reasonable effort to resolve problems.
Unfortunately, the Montreal Marriott Château Champlain failed on all three counts.
I expected much better from Marriott. Based on this experience, I would strongly encourage management to review its customer service practices, staff communication, and the way guest complaints are handled.
A disappointing experience, an unjustified charge, and an even more disappointing refusal to make things right.
Btw, this Marriott is the only one in the past charging me for an early check in.
