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| - I have never had to leave such a scathing review for any establishment in my life and I'm sorry. I tried to seek assistance while we were guests, and these efforts were an utter failure. Perhaps after reading my review, the hotel will take steps to ensure customer satisfaction is their number one priority. My fiancé and I traveled to Montreal to get married. Prior to arriving, on April 28, we confirmed via email with Erika (Reservations Manager) that we would have the Romance Package and a Regency Club room. Also prior to arriving, we pre-paid for the entire stay (June 2- June 10) - I'll come back to this point. We requested a quiet room ahead of time. We checked into the Hyatt Regency Montreal (room 516) on June 2. We phoned the front desk when we arrived to ask "why was the room so small", and were told "all of our rooms are the same size". Also, we noted the room appeared to be quite used. We paid approximately $2300 CAD for this stay; our expectations for an impressive room were not met- especially with the extra packages we added. We married on Wednesday, June 3. That morning we both had a massage that was advertised at $90 each (should have been a total of $180, I'll come back to this point.). The night of Thursday, June 4, I was kept awake until 4:30am by unruly hotel guests near us: running, screaming, stomping, and slamming doors down our hallway. I got up and left my room 3 times, even once meeting a member of the hotel staff (at around 3:30am). I asked him, "please make this noise stop, I cannot take it anymore, I have not slept at all!". He apologized and said he had been called up, other guests were upset as well, and the hotel was taking care of the problem. At 4:30am, I called the front desk the 3rd time, and told them that the situation was completely unacceptable and outrageous! The intolerable party noise going on in our hallway was unbearable. Around 5am I finally fell asleep. Friday, June 5 I spoke with Peter, the Manager. He apologized and moved us to room 808. By the way, room 808 was in overall better condition that room 516. During the room transition, we met 2 other people in the elevator who had just been sent to rooms already occupied by other guests. What a disaster! Furthermore, it was at that time brought to our attention that we had never been provided a Regency Club hotel key, and that they didn't even have that noted for our hotel stay! We'd been there for 3 days and confirmed this package weeks in advance! The hotel finally added it to our account and provided us with the proper hotel key- and they kindly did not charge us for it. In room 808, we also had neighbors playing absurdly loud music, shouting profanities that we could not help but to suffer through the walls. At least they only did this during the day, as they were out of the hotel during the early evening hours. Our remote control needed new batteries. We called the front desk around 10:00pm (2nd time calling for batteries) and were told, "we don't have batteries at the front desk, but will sent maintenance by your room". We fell asleep after midnight that night; we never received batteries. Therefore, could not operate the television AT ALL throughout our stay. Then, the next day our room key would not work at all, we were shut out of the room, and AGAIN had to go down to the front desk to obtain a new key (3rd time). By this point, we were completely annoyed and did not want to have to interact with this hotel anymore. What was the point? Our issues could have been easily resolved, and we could have truly enjoyed our honeymoon at this establishment, but the hotel seemed to be very unorganized and just could not coordinate their business properly. Upon checkout on June 10, we received the worst surprise of all! First of all, what should have been a charge for $180 for two massages magically turned into $230 ($50 price hike!). At that time, I told Ahmed, the Front Desk receptionist, that the hotel must revise their Spa Cards which advertise prices, as we were victims of false advertisement. Ahmed had a very indifferent attitude. Secondly, there was a balance of over $500 on our bill! Let me remind you we PREPAID about $2300 for our entire stay (the only charge should have been for the massages, which we were already ripped off for, and taxes!). When we inquired about this, Ahmed had no desire to take the time to explain this anomaly to us. During this time, the nicest, most friendly staff member we encountered was the bellman who was delivering our luggage downstairs. We walked over to another receptionist, Micael, to ask for a detailed explanation our whopping bill. Micael was wonderful and truly interested in helping us; he discovered that we'd been charged IN ERROR and reversed the charges, refunding our account. If it had been up to Ahmed, we'd just been ripped off another nearly $500. Thankfully, Micael is dedicated to customer service. All in all, save yourself the headache and stay away from this hotel.
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