I recently stayed at the Hilton Garden Inn Montreal-CentreVille fo New Year' Eve and had an exceptionally positive experience.
As a point of background, I spend a fair amount of time on the road and in hotels, probably 60 to 80 nights a year. It doesn't take long for me to sense what the "attitude" is in a hotel. Sometimes it's what happens when I check-in, sometimes it is the doorman, or sometimes it is the unspoken actions of the first few employees that I cross paths with. From the moment I stepped foot in the HGI Montreal I recognized this staff was special. Everyone I interfaced was excellent...the front desk folks (on numerous occasions), the woman on duty for breakfast on New Years Day, the cleaning staff I ran into in the hallways, and the crew on duty at the door on new year's eve. It was just very enjoyable. All that said, one experience was exceptional.
I made a reservations several weeks prior for New Years Eve, one night only, one room. About a week before the trip I received the "generic" email from Reservations Manager, explaining the hotel policies for New Year's Eve. I had been very busy I had no plans for my wife and I, and not much familiarity with the city of Montreal. I sent a simple note asking for a dinner recommendation. I got a very prompt response, not with some suggestions but, with some thoughtful questions on what I might be interested in. Thankful to get more than a canned response from the hotel staff I promptly answered the questions and my thoughts. After a day or so I received another note that was surprisingly helpful. The responder explained that most places were booked but that she found a place in Old Port that she thought would be nice. She had ALREADY made the reservation and sent me the web links for the restaurant. She also offered that if this was not suitable that she would take care to cancel everything if needed. I checked out the website and thought it was a great match and sent her a note thanking her for all her efforts. If nothing else happened I still would have been totally satisfied, but that is not the end of the story.
I arrived at the HGI mid-day on New Year's Eve, checked-in and then headed out for a late lunch. At some point during the afternoon I received two phone messages, one on my cell phone and the second on the room phone. The message on my cell was from the staff person 'apologizing' that she didn't let me know that the restaurant she
picked did not serve alcohol and that I should plan to bring my own bottle. I could hear a real sense of concern in
her voice. She continued to explain how her or other staff members would help me get some dinner wine. I am not sure what really happened after that but I can only guess that she hung up and just felt really bad that I might not get that message and my New Year's Eve dinner would be spoiled. Then, a somewhat later message on my room phone explained that she had to leave for the day but had gotten a bottle of wine for me and it was being held at the desk as a gift to me. I just couldn't believe how this one person had made it there personal responsibility to make sure my New Year's Eve was a happy one. What she didn't know is that I that when I looked at the website link she gave me I noticed it was a bring your own wine place....so I came prepared with a bottle of wine. In the end I called the desk and told them I would not need the wine.
I don't know what else I can say but that this redefines exceptional service for me. The biggest problem this creates is that I am convinced I will NEVER be able to rate any hotel stay a "10" again because no one will ever measure up to this level of client care. I highly recommend the HGI Montreal for your next visit.
- Official Description (provided by the hotel):
- The hotel Hilton Garden Inn Montreal Centre-ville operates as a full service hotel, with ample underground parking, steam bath, whirlpool, spacious exercise room, indoor roof top swimming pool and outdoor terrace with a fabulous view. ... more less
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- Also Known As:
- Hilton Garden Inn Montreal Centre-Ville Hotel Montreal
- Montreal Hilton