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| - I really wanted to like Hotel Le Crystal, and expected to, given all the five-star ratings on Yelp and elsewhere. However, when my three friends and I stayed here over the New Year, one thing after another (after another) went wrong.
We started our stay by checking into a beautiful Deluxe Suite, with a sizable bedroom with a king-sized bed, a living room with a pull out (I can say from experience that it was pretty comfortable), and a fully equipped kitchenette/dining area. We spent some time in the twelfth-floor hot tub, which was amazing even despite the frigid temperatures, and the staff was courteous and pleasant when someone else took one of our robes, which - of course - was the one with our room key inside. They were quick to fix the problem, deactivate all of our cards, and bring us new ones (and a new robe).
Day two, things started to go downhill. We woke up in the morning eager to make good use of our Nespresso machine. We popped a capsule into the machine, put a cup underneath, pushed the button, and out came a petering little flow of coffee that barely filled the cup an eighth of the way. We tinkered with it until we realized we had to push the button for a lungo and stop it halfway through to get a proper espresso. Annoying, but not a huge deal.
We enjoyed a lovely day in Montreal and came back to the room to get ready, which of course required some music. We put an iPod into the dock and...nothing. There were very specific instructions on the dock, which we each tried to follow at least once, to no avail. Fortunately it still charged, but only for a little while before it started making feedback noises. We played the iPod from its speakers instead.
After a long night out, we slept until noon the next morning. Everyone was up and ready to order room service by 1pm, so we called down to order from the breakfast menu and were told it would take a half hour. We waited patiently, for 45 minutes, then an hour before we called down to see what was going on. The same person picked up and said he'd been trying to call us but didn't have our room number, the kitchen was no longer serving breakfast. First off, he works at the hotel, he should have known the breakfast hours. Second, from other interactions with the staff, I'm fairly certain the room number shows on their phone when we call, so he just forgot to write it down. Even if that wasn't the case, it's still his fault for forgetting to ask for the room number. So he said we could order brunch (for which we didn't have a menu) or he could ask the kitchen if they could still make our original order. They sent a brunch menu upstairs, which was significantly more expensive than the breakfast menu. I called to order and explained the situation, and he passed me on to someone else. I explained to him what was going on, and he transferred me again. I ended up on hold for five minutes until the right person finally picked up and then said, "oh, let me go ask the kitchen," which is what he said he'd do 15 minutes earlier. I was on hold for another few minutes before he came back and said yes, the kitchen can do it. This was wonderful and all, but we could have just had the entire thing settled in the first place. So we waited another half hour for the food, and signed for the bill without realizing at first that we were overcharged. I called downstairs to ask for a copy of the receipt, to which the response was, "don't you have a copy?" Nope, I wasn't given one. Someone returned a few minutes later with the receipt, and lo and behold, we were overcharged $20 on a $110 bill. We called down to fix it (at this point it was more on principle than anything else) and were told to call back the next morning, when the woman who can fix it would be at the hotel. I'll spare the details, but she basically gave us the runaround the next morning, when we were in a hurry to check out, even going so far as to tell us to come down to the restaurant so she could fix it when the restaurant wasn't even open. Thankfully the front desk got everything straightened out, but they obviously had no intention to fix it until forced.
I don't want to say that Hotel Le Crystal has terrible service, because we did have good experiences with other staff members, but the entire room service situation left a horrible taste in our mouths. It's centrally located and beautiful, but I won't take a chance and stay here again, which is unfortunate when the problem could have been so easily remedied but instead we were given the runaround at every turn.
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