My Studio Montreal - Guilbault

The property itself is well enough for the price point. Clean linens and towels, kitchenette was well equipped. Communication with the company was time consuming and always incomplete on their part. CHECK-IN: We wasted hours of our vacation around the arrival and departure time trying to get information from the management company. We were not sent the check-in details 24hrs prior as advertised and as the rooms are self-check-in there is no one to ask at the property. We could not reach the company by email or phone and had to seek Hotels.com assistance (thanks Hotels.com!). The details we were sent were missing information (eg. the code for the key lockbox) and after chasing the company, we were told that we're in a different room than in the email. The company didn't respond to our emails and we had to call repeatedly. Eventually a staff was dispatched with a key. While the whole process was only a few hours, it was not a smooth process nor welcome after traveling. CHECK-OUT: We were sent a checkout email in which the section on what to do with the room key was left blank (these are classic metal keys in an apartment building). Onus was on us (guests) to seek additional information from the company. They responded to our email within 50 minutes, which was okay. If their emails had just included accurate and complete information the first time, the whole experience would have been fine and we'd have given two more stars.

Buyer beware! The pictures are not indicative of the actual room! It’s amazing what you can do with the right lighting and a good camera. We had trouble contacting the owners and didn’t receive the check in information until a few hours before we were arriving in Montreal. Getting into the ‘hotel’ is an experience in itself. You have to go down some scary stairs through a scary door through the laundry room and finally up the stairs. Our room was on the top floor even though I requested a room on the main floor due to my injured foot. The door to our room wouldn’t open until we pretty much raced at it and gave it enough force. Once in the room we realized that it was not what we expected. Nevertheless, we decided to stick it out. I jumped in the shower only to find bugs on the wall, five minutes of cold water before getting any warm water, and water puddling at my feet due to a clogged drain. We decided to change hotels the next day. When we contacted the owners and explained our situation, they asked for photos which we unfortunately hadn’t taken, but we told them that all they had to do was go to the unit and they would see for themselves. The next day we received an email with a video attached of a spotless, staged unit and a rejection of our request for a refund. We even contacted the company responsible for the reservation. They were great initially in contacting the owners for the check in information. However, we have been ghosted since.

No proper concierge details shared. No blankets in the room. Room provided in storage electricity room which was unsafe.