The hotel itself is gorgeous and on the whole the staff are very polite and friendly to the guests. We stayed in an executive suite which is a bit larger than the entry level Q-suite but is situated at the corners of the hotel, offering a more private setting. When I booked on the hotel website I was expecting a proper suite, i.e. living area separate from sleeping area. The pictures on the website are a bit deceptive as they appear to show a separate living area but if you look carefully there is no wall behind the sofa in the picture. Anyway, it was a nice room but at first I was not happy about it not being a true suite.
When we arrived our room was not yet ready so we had lunch on the terrace which was a beautiful setting but the lunch menu was a bit limited. Then we went to the spa to arrange for massage reservations. The spa receptionist was friendly and accommodated our request for 2 massages on the following day and offered for these massages to be done in our room, we said that would be great. We requested 1 female and 1 male massage therapist. She said that wouldn't be a problem and gave us the names of the therapists, which I wrote down on a copy of the spa services pamphlet. The following day we returned to the hotel for our massages and at the time of the appointment 2 male massage therapists showed up at our room. Immediately we told them that we were expecting 1 male and 1 female therapist and we gave the name of the female therapist that we were told would be doing one of the massages and one of the male therapists said that she was busy. He then called the spa to confirm this and after he got off the phone he confirmed that the female massage therapist was unavailable. We then told them that we would have to reschedule for another time because my husband was not comfortable with a male massage therapist and they said that one of us could still have a massage. We said that unfortunately this would not work and they packed up their things and left. I then called the spa to explain what had happened (although they were already aware) and they said the same thing, that 1 person could still have a massage. How ridiculous was this! What is my husband supposed to do, watch? Read a book? No, this would not be acceptable. I asked if they could reschedule the massages and they said that they had no availability for the same day but could do the following day at 1:30 but we had already made other plans for tomorrow so this would not work. I then called the concierge to explain what had happened and she offered to make reservations for us at the Spa Scandinave for that evening and we agreed that would be acceptable and she said she would call us back to confirm. We waited about 15 minutes before deciding to go to the front desk and find out what was going on. We arrived there and found that the concierge had taken some guests that had just arrived up to their room. We thought this was a bit odd considering what had just happened and the fact that there were 3 other front desk staff available who could have attended to this task (or to our situation) but I guess they decided on what was more important. We gave the clerk our phone number and asked for the concierge to call us. About 15 minutes later we received a call from the concierge to confirm reservations at the Spa Scandinave for 6:30 PM. We were told that we would have to return to the hotel to pick up a 'coupon' to take to the spa. As we had decided to do some shopping at an outlet mall off of the highway outside of Mt. Tremblant this meant that we had to return to the hotel (driving past the Spa Scandinave) to pick up the 'coupon' and then drive back to the spa which is about 10 minutes from the hotel. We thought maybe the 'coupon' was giving us a discount considering the inconvenience that was caused to us by the earlier mix-up by the hotel spa but no, this was just so that the Spa Scandinave charges could be put on our room account. We don't really care about whether the Spa Scandinave charges are on our room account or on a separate bill that we pay at the spa itself, they're all going to the same card. It seemed that no one thought about whether or not that would be a convenient option for us. Anyway, we had a pleasant experience at the spa, the massages were great as they have always been for us at any of the Scandinave spas that we have visited. We thought on our way back to the hotel that they might try to do something a little special for us at turndown service or when we got back to the hotel to apologize for the mix-up with the massages and the inconvenience it caused us, i.e. wasted time coming back to the hotel for the massages that never happened, having to rearrange our entire day around not having the massages when planned and having them much later in the day at 6:30, having to return to the hotel for the 'coupon', etc. but in the end there was nothing. The person I spoke to on the phone at the spa apologized and the concierge apologized when I first told them about the incident but other than that there was no acknowledgement of the mistake. I suppose that the hotel did make the reservation for us at the Spa Scandinave instead of us having to do it ourselves, so that must be worth something right? I guess we expected too much, but our expectations are based on our previous experiences of staying at other hotels of similar calibre.
If we did not have this unfortunate experience while staying at the hotel our review would have been very different, as nearly everything about our room and about the hotel itself was beautiful and perfect. The valet staff in particular were very helpful and very friendly. Unfortunately the way this incident was handled (or not handled) left us with a bad taste in our mouths about the service from particular staff/departments at the hotel.
- Official Description (provided by the hotel):
- The premier 5-Star luxury boutique hotel in Tremblant Hôtel Quintessence is Tremblant's preeminent boutique hotel, offering unparalleled beauty, comfort, luxury and service in the heart of the Laurentians. Inspired by old-world estates, Hôtel Quintessence is your exclusive waterfront retreat featuring 30 luxury suites on picturesque Lake Tremblant for a memorable vacation. Discover this destination, awarded 'Best small hotel in northeastern America' by Conde Nast Johansens and 'Best luxury hotel' by Trip Advisor with all the services that only a grand hotel can offer ... more less
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- Also Known As:
- Quintessence Hotel Mont Tremblant