All Suite VIP Saint-Jacques Hotel

, Montreal, Canada
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All Suite VIP Saint-Jacques Hotel

, Montreal
4 star

Rooms: 40

12 Rue St Jacques (corner St. Laurent) - Montreal - Quebec - h2y 1l3 - Canada Hotel Website | | 514 667 5052
24 Traveller

Reviews - All Suite VIP Saint-Jacques Hotel

Left high and dry...
Submitted by: Martin in 10/06/08
  • Age Group: 31 - 40
  • From: United States
  • Traveller type: Young Couple
We booked and confirmed a reservation in January for a 3 day stay in June. When we arrived the manager had canceled our reservation without informing us and left us high and dry. I would avoid this place even if the manager confirms your reservation, he cannot be trusted.
Terrible customer service and left us high and dry
Submitted by: NMB in 04/09/07
  • Age Group: 51 - 60
  • From: Canada
  • Traveller type: Mature Couple
In July 2007, three couples traveled to Montreal for the Just for Laughs festival. I had booked a 2 bedroom suite early in 2007 and it looked great! We wanted to be downtown and accessible to nightlife and the festival. The night before our reservation, my husband and I arrived but stayed by the airport awaiting our family/friends to arrive the next day.

A little background. I booked this hotel/suite early in the spring and obtained a reservation for a two-bedroom suite. When I booked the suite originally, I spoke once to the manager but was told to call back. Fortunately , when I called again I was given over to a nice young man who made our reservation and even gave me his personal cell phone in case we needed to contact him. He was great.

In the following months, I called the VIP Saint Jacques on three separate occasions after our initial reservation was made for an upgrade to a 3-bedroom and spoke to the manager (he was the only one to speak with at that time). He was rude and very difficult to understand on each occasion. During the last call, mid-spring, he said to check a week before we were to arrive and perhaps there would be a 3-bedroom suite. Each time, the manager provided little-to-no customer service etiquette as he was impatient when I couldn't understand him. He was very French but that has never been a major issue in Montreal for me as I am functionally bilingual from a French-speaking family! and moreover, each time he was extremely abrupt and rude.

So, back to the day of our check in. I called to inquire about check in time and this same manager informed me that we didn't have accommodations! I said WHAT? I gave him our confirmation number and was incredulous when he said that we just didn't have our suite, sorry. I explained that there were now six people without accommodations and we were not informed of this and... and... and. I tried to find out the cause but to no avail. He just wanted me off the phone. Needless to say, I was very irate after trying to reason with him and find some middle-ground. In the end, I said I would call back in a half hour and wanted a resolution. He didn't seem to care in the least and was, again, was extremely rude.

My husband called the hotel we were currently staying in and tentatively reserved a 2-bedroom suite, just in case. In the meantime, I used the personal cell phone number of the young gentleman who made our reservation and left him a voicemail. He immediately returned my call (although it was his day off) and explained that it was his assumption that there had been a water pipe break on the floor above us a few days previously causing damage to the floor below and that was why we didn't have a room. I asked him why no one called us (they had all our contact numbers) and he indicated he was sorry but things were hectic and that the hotel would probably find us some type of apartment/suite accommodation. I told him the manager on this occasion and other times was extremely rude and he said, well, he is Parisian and that it was the way he was.

Regardless... I would not trust this hotel mainly because the manager really doesn't care (he could have at least explained to me the reason and I would have been worried about getting accommodations at this late date, but at least I would have understood.) This was a terrible experience mainly because it was a poor reflection on one of our lovely cities! We travel extensively and are pretty darn easy-going!, however, this type of treatment was inexcusable.

Our trip was only made bearable because we had a wonderful 2-bedroom suite (albeit at the airport, hence more travel and not as quaint/downtown), the festival was great, and Montreal is, as always, awesome.

Honestly, if I could tip the manager my tip would be "get out of the hospitality business!"
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