Sheraton Montreal Airport Hotel

Sarah O

2 months ago

Avoid at all costs. Hotel management has a consistency, accountability and integrity issue with their staff. We checked in after our airline stranded us in Montreal, were told by the hotel that our "dinner" vouchers provided by the airline would be honored for lunch in the hotel restaurant the next day, given they were issued to us at 10:19pm after the hotel restaurant closed. When we sat down to lunch the following day, we were told by reception staff that they will no longer honor the vouchers and that we should have eaten dinner at the airport at 10:30 at night, before we came to the hotel. There was nothing open in the airport at that time, and my kids had been on their feet for 15 hours only to find they had been stranded again for the second day in a row by the airline so marching them back through the airport to find them something to eat at such a time was unreasonable. The hotel staff were exceptionally rude and condescending when I reminded them of their commitment the night before. They told me I couldn't speak to a manager or their Supervisor (who allegedly told them they could no longer accept the vouchers) because they were "busy". No one else was in the reception area -"busy with what?". I said I'd wait until the Supervisor was available, and they left me standing at the counter for 30 minutes. Completely ignored me. I called the hotel corporate customer service line and they referred me back to the rude and unhelpful staff I already spoke to who were pretending I wasn't standing there, waiting. Meanwhile, I have my family sitting in the restaurant on day 3 of being stranded, exhausted and hungry with no empathy or appreciation for the situation we were in. I walked away, packed my family up, and left. As we were walking out the door, the hotel manager suddenly appears to tell me I can call the airline or email them to re-issue the vouchers. He offered no service oriented solution - told me to do the footwork to so I could eat in their restaurant (which they profit from). To say this was too little, too late is an understatement. They reneged on their commitment to honor the vouchers, and put that back on me to solve for so they could be reimbursed by the airline for it. Absolutely not. We returned to the airport, visited the customer service counter, who confirmed that the hotel should have honored the vouchers for lunch. Not only will I never visit this hotel again, I will never stay at this chain of hotels again. I will also recommend to the airline that they no longer do business with this hotel, and engage other establishments who will take better care of those who are stranded like we were, by no fault of their own, and facing challenging circumstances with young children who are exhausted and just want to get home. The staff at the Sheraton Montreal Airport Hotel don't have what it takes to do that to even the lowest standard.

Walid Aaddar

3 months ago

Best hotel to stay in if you already landed in the AirPort. Best quality and diversity of people from every country. Profesionales and very kind with the clients. They have their own transport from the AirPort to the hotel. 100% recomended and 10/10 experience. Everything was clean and the bar full of people where you can feel together.

Diego F

4 months ago

We had a great experience at the Sheraton Montreal Airport Hotel! First, the complimentary shuttle service to and from the airport was extremely convenient, especially with airport parking currently closed due to construction. The hotel itself was excellent - from the friendly, professional staff to the clean and well-appointed room. Everything was spotless and comfortable. The Eclipse Restaurant on site was another highlight. The food was cooked to perfection, and our server was outstanding—patient, knowledgeable, and genuinely friendly. We would definitely recommend this hotel and would happily stay here again!

L B

4 months ago

Awesome hotel! Extremely close to airport, so good for logistics… not amazing for jet blast.. otherwise the restaurant is amazing and the staff is very above par. The best of the best. ARMEN.. the supervisor handles his shift well, people management and customer engagement I have never seen this before. I could not ask for a better experience because of this man. I want to thank all the staff here for my extended stay, and anytime I need to stay overnight.. I will absolutely be staying at the Sheraton!