Hotel: InterContinental Montreal
When: September 2023
Status: Diamond Ambassador
Rate: CAD $487.90/night (Club IC Rate)
Booked: 1 King Premium Montreal View Corner
Received: 1 Bedroom Suite Montreal View (room types are a bit confusing but I believe it's a one-category upgrade)
Nothing particularly special, and desperately in need of a refurbishment. Booked for a Friday night primarily to make use of the 4pm late check-out as I had a late flight the next day.
Arrived at midday and was advised the room wasn't ready. Fair enough, stated check-in time was 3pm and everyone was being sent away but the receptionist was so confused at my simple request of storing my bags, first she suggested I take them back downstairs to the bell desk then she ended up taking them herself. Went to lunch and returned at 3:10pm, spoke to a new receptionist who searched the system for a good 5 minutes but still couldn't find a room. To her credit she was extremely professional and trying her very best at service recovery, she was just hamstrung by the situation management had created for all the frontline staff to manage. She said they would prioritise cleaning the room whilst trying to spin the fact I had been upgraded, which was not particularly impressive since a one-category upgrade is guaranteed, and then offered in a way which indicated it was a courtesy that she would let me sit in the Club InterContinental while I waited. I pointed out I had booked a Club IC rate so I was only being offered something I had paid for anyway, it took her a minute to review the reservation and see I was correct. I was then walked to the lounge and advised she would come to get me, in the meantime I enjoyed the peace and quiet and grabbed a club soda from the fridge. Eventually at about 3:40pm she arrived with my room keys and profuse apologies. Chose the drinks as my welcome amenity and was provided with two vouchers even though I was staying alone.
My suite was on the 20th floor and was the "Suite Tourelle Iconic" - it had fantastic panoramic views of the city and was very spacious, but wow it was dated! The only remotely new thing in the room were the TVs. It was however very clean, comfortable and in good condition. One thing I found very strange were the toiletries provided in the shower; there was a brand standard Byredo soap but all the other items were a variety of completely random brands.
If I had to describe the shower, I would say it woke up and chose violence. There was one water pressure level and it was insanely strong, to the point where it took a while to adjust the showerhead to a level where it didn't hurt to stand under it and I had to turn it off reasonably regularly to let the shower drain (I don't even think it was a blocked drain, it was just that strong!). I considered saying something but given it was a one-night stay, couldn't be bothered. A+ for the towels though, they were massive and very good quality.
Bags were brought up promptly and an Ambassador welcome plate of cheese, charcuterie and a bottle of San Pellegrino arrived soon after. The receptionist had offered a choice of fruit, cheese, charcuterie or mixed along with still or sparkling water and I had chosen the mixed.
Doesn't look like the Club serves afternoon tea and I received no welcome letter advising me of the benefits, however after texting the staff (handy way to get service) I was advised evening drinks and canapés are served from 5.30-7.30pm. Everything was self-serve and they had a respectable array of food including hot pasta and chicken then a variety of cold items. For drinks they had a range of beers, wines and spirits including a French sparkling wine (not champagne though). Staff came through the lounge regularly to tidy up and kept everything clean and well stocked. Seemed to be very popular, there was a large group staying at the hotel either pre-cruise or for some nautical themed conference and clearly going for a fancy dinner later, so everyone was very elegantly dressed in the lounge.
Dining options at the hotel include Osco! Restaurant and the Sarah B Absinthe Bar. The bar looked great with live jazz on Friday nights. I had planned to visit after dinner to use my vouchers since it was supposed to be open until 11:30pm but when I arrived just after 11pm they had already closed.
For breakfast it wasn't super clear whether you could have the club breakfast in the restaurant or the lounge so I just went with the lounge, which was a good option. A variety of hot and cold items were available as well as sparkling wine to make your own mimosa. I was eating far too much good food in Montréal so was quite happy to have a lighter breakfast in the lounge!
Unfortunately didn't get to use the $25 food credit during the short stay. I checked out at 4pm, which took forever as I had to wait in a queue.
Overall the hotel served my needs for the one night but I probably wouldn't pick it for an extended stay. Too many small issues which on their own might be ok but added up to be very disappointing. On the whole I would say the staff were good, just let down by a management team who have not invested in their property. Hopefully a total refurbishment is not far away as the hotel has a fantastic location and could be amazing with a better product. Would be nice as well if they move the Club during the renovations, its current location in the lobby with random passers-by peeking through the glass to look inside isn't great. For the prior three nights I had stayed at Le Square Phillips just up the road, much cheaper but to be honest a better experience overall.
Would only return if the hotel is comprehensively refurbished or I need to make use of the 4pm check-out again.
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Also takes some getting used to as an Australian (and many other parts of the world for that matter) but juices weren't available at the buffet to self-serve, you had to ask your server and they would bring out a jug and top up your glass. One other disappointment was they only started serving breakfast at 7am, which in my view is an hour too late for a big city hotel and meant we had to skip it on our last morning. Given it was included as a Diamond amenity I won't complain too much, but I would probably just get some Tim Hortons instead if I was paying. For those wondering, the vouchers specifically note that taxes and gratuity are covered and you have to hand it over at the start of the meal.
They do this at HI Jaipur too
