Hilton Lac Leamy

Service Quality: The staff was frequently praised for their professionalism and friendliness. Guests appreciated the elegant and welcoming atmosphere, especially during special occasions like Valentine’s Day.

I'm extremely dissatisfied and disappointed with the service I experienced at your hotel. Upon arrival, I found no one at the main entrance to assist with valet parking, and it took a few minutes for the reception to arrive. During check-in, Aya from Guest Services asked if I had any questions or needed information about the hotel. I found it unusual that she didn't proactively provide me with details about the hotel's facilities and services first. Why do I need to ask questions one by one first? Furthermore, I had booked a room with a lake view, but was assigned a rooftop view room with only a partial lake view (see attached photo reference). When I expressed my concern, Aya claimed that I had booked the correct room type and suggested I return the next day to see if they could "try" to upgrade me to a higher floor with a better view. I found this response unprofessional and unfair, especially since the online photos showed a significantly different view. The use of the word "try" also came across as unprofessional. The next day, I lined up for breakfast at the restaurant and was asked for my breakfast vouchers. I explained that I hadn't received any vouchers during check-in, but I was certain that breakfast was included with the package I booked. After a quick call to the front desk, the staff confirmed that I didn't have breakfast included. Feeling a bit frustrated after waiting in line, I asked if I could charge the breakfast to my room instead. One staff member, who assisted us to our table, a French woman with glasses and curly hair, stood out for her unwelcoming attitude. When I asked to be seated on the terrace, she curtly told me it was too cold outside and refused my request. However, I later noticed other guests being seated outside, which made me feel like I was being unfairly discriminated against. Her demeanor seemed selective, and I couldn't help but feel like she was choosing who to be nice to. As a paying customer, I expect to be treated with respect and fairness, regardless of my background or appearance. While eating, I double-checked my booking online and noticed that the receipt indeed mentioned breakfast inclusion. After finishing, I went to the lobby reception and spoke with Emilie about the issue. She initially confirmed that breakfast wasn't included. However, a few minutes later, Emilie approached me, apologized for the error, and confirmed that I did have breakfast included. In fact, Emilie was helpful in resolving another issue with my room view, which I had paid for. However, the experience took a turn for the worse when I visited the restaurant in the afternoon for a coffee. A staff member questioned me about not paying for breakfast in front of my family, which was humiliating. I explained that the issue had been resolved, and she confirmed it with the reception in a call. Despite this, she didn't apologize, which added to my frustration. The whole experience felt shameful and not what I'd expect from a 5-st

I’m super disappointed with this hotel. I’m coming for a conference tomorrow and due to a railway incident I was coming later than usual for the check in time. I called the hotel multiple times to keep them posted on my eta. We had a confirmed reservation so every was set and paid for. Only to find out around 10 pm when i called to give them an update that I have been relocated to another near by hotel due to “unforeseen circumstances” I mean is this even professional? My organization is also upset that this is happening to me when everything was booked and confirmed weeks in advance. How could they lot have a room for me????? Just so so so disappointed. They did say they will give me a letter for a complimentary stay within one year but I don’t think I’ll be back in this region for a while so it will probably be a waste. I’m just so upset. Didn’t expect this from such a highly regarded hotel.