Excelsior Hôtel Spa Sainte-Adèle

Accessibility Nice hotel - should have did a bit more homework - after I booked I saw that I could have claimed a 10% bonus - CA 10 .- probably a gift from government for holidaying in Canada - Did virtual agent right after it was booked and eventhough hadn’t paid fully for trip yet - was denied - also I have one total knee replacement and am on a waiting list to have the other one done- who would think that a highly rated hotel would have no elevator- only had to deal with 3 flights of stairs-hotel had no vacancies on main floor- guess I should have stayed home

This hotel needs ALOT of love. The reception area has clearly been renovated recently, however that's where it stops. The exterior property is lacking maintenance and upkeep, the outdoor pool has damaged loungers, building parts and plenty of weeds of other growth surrounding the pool. The two hot tubs were functional, however although the sauna was clearly turned on, the door was locked making it inaccessible. The indoor pool and area, although extremely hot because of humidity, was adequate. Our room was of average size but showed clear signs of wear, tear, and aging, however it was clean (but our coffee cups were not). After our first night we placed the door hanger on the door knob, indicating we wanted the room cleaned. After a long day of exploring, we returned and the room had not been cleaned or towels, etc., replaced. When we inquired with reception, we were first shown a tiny desk sign, indicating we would have to make a request for this service ... we shared we had left that request on the door knob, to which the response was 'we only have one cleaner'. We received clean towels. The hotel is located on a very busy highway, so you have to be extremely cautious with your approach, 1) not to miss it and 2) to ensure you give the drivers behind you plenty of notice to ensure you don't get rear-ended. Upon returning to the hotel later in the evening (10pm), there was no light luminating one side of the hotel sign, making our approach extremely dangerous (thank goodness our GPS indicated we had arrived). When this was brought to the attention of staff (both in the evening and the next morning) they appeared to down-play the seriousness of the situation, but indicated they would report to management (one staff was aware the light had burnt out). I wouldn't be surprised if management had no interest in replacing the burnt out bulb. And finally, the restaurant is disgustingly dirty, from cutlery/coffee cups to dead insects and bread crumbs sitting in window sills etc.. and don't drink the coffee!! Yuk!! The only thing good about this hotel was the price.

After several stays here we are always satisfied with the beautiful establishment.