DoubleTree by Hilton Pointe Claire Montreal Airport West

Jennifer Mulligan

3 months ago

Our family had an extremely distressing and unacceptable experience at this hotel. We arrived on a Thursday night, and shortly after checking in, our 13‑year‑old son became trapped alone in an elevator for nearly an hour. He was terrified and crying. My husband stayed outside the elevator trying to keep him calm, but the only “help” that arrived was a maintenance worker who showed up with a piece of cardboard, offered no real assistance, and even told my husband to “shut up” when he asked whether proper help was on the way. Ultimately 911 had to be called, and firefighters were the ones who freed our son — not the hotel staff. Shockingly, instead of receiving an apology or any concern for our son’s wellbeing, the general manager approached us the next evening during our dinner at the hotel restaurant to tell us we needed to leave the property. No explanation that made sense, no accountability, and certainly no refund for a stay that had already been ruined. To make matters worse, the elevator continued to malfunction throughout our short time there, getting stuck multiple times — clearly an ongoing safety issue. This hotel showed zero care for guest safety or basic customer service. They prioritized defending their employees over addressing a serious incident involving a child. Our family weekend was completely ruined, and we will never return. Absolutely not recommended. ... Your response does not reflect what actually happened. At no point was my family aggressive or abusive toward anyone. Your attempt to reframe what actually took place is both unprofessional and disingenuous. The real issue which your reply avoids is that the elevator malfunctioned and my 13-year-old child was trapped inside for nearly an hour until emergency services arrived to free him. Other reviews mention similar elevator problems so this is clearly not an isolated incident. Given the seriousness of the safety issue and the distress it caused, I expect a full refund and a sincere apology. If this matter is not resolved appropriately, I will be exploring further options to ensure accountability.

ahmad almanfe

4 months ago

I was with the group from Thursday night to Sunday The hotel accommodated a lot of us and it was a crazy scene and the hotel staff was very accommodating. This is for Paolo the manager on duty all three nights. Thank you You were kind, respectful and helped us in ways other hotels have not. We watched you take care of our team and others in ways others hotels have never. We collectively had said we want to come here for him specifically. You handled every crisis with grace and were very attentive to us. Paolo the BEST Thank you

Tony Roberts

2 months ago

Comfortable hotel room. Spacious gym has some basic equipment (free weights, cable machine, treadmills). The pool is mostly for kids. As a lap swimmer it was too short & hot. The coffee was fresh & tasty. Ideal option for airport connections.

Katie Cao

5 months ago

Edit: Updating rating because I appreciate how quickly management responded. Hope the issue is addressed. The shuttle driver was so rude and condescending I was in utter disbelief. When the car pulled up, his tone was immediately hostile and interrogative. He greeted us by repeatedly asking WHERE ARE YOU GOING WHERE ARE YOU GOING to which we were like um the double tree..? Pointe Claire..?? The car is literally labeled double tree pointe Claire..? Then he accused us of not calling to request the shuttle, to which I showed him my call logs. He confirmed I called the correct number but was adamant that I didn’t call… Then we waited 40 minutes for some flight crew that had just landed (when we could have driven to the hotel and back with time to spare). While waiting, 2 other people tried to board and again, he treated them like criminals. He refused them board, saying we were waiting for other people.. meanwhile this van clearly had tons of room for more luggage and plenty of seats. He was all jolly and chummy with the flight crew, but if you’re just a regular person, do yourself a favor and book a different hotel (probably one that has the airport shuttle on a regular schedule). The last thing you need to deal with after a long flight is this jerk. The staff at the actual hotel were great. No problems with the room either. This 1 star review is solely a reflection of the shuttle driver. If the management is reading this, the driver was working at 10pm on 2025/12/17. Looked like he was in his 50s, facial hair