Imperia Hôtel et Suites Terrebonne

I want to start by saying that the receptionist who welcomed me was very kind and professional, and that made me feel good about choosing this hotel. Unfortunately, my experience took a turn when the supervisor stepped in. She introduced herself and immediately asked me who I had spoken to about organizing a small birthday celebration for my daughter. I explained that I had spoken with two different staff members who told me it was okay, I didn’t get their names. Her response was, “You were supposed to know their names.” She spoke to me in a way that felt accusatory and dismissive, as if I had done something wrong by trusting the information her own staff gave me. As a supervisor, she should have known better. Her role is not just to enforce rules but to de-escalate, guide with grace, and provide leadership through respectful communication. Blaming a guest for a miscommunication caused by her own team is not only unfair, it’s unprofessional and sets a poor example for the staff she’s supposed to lead. Instead of making me feel welcomed or supported, she made me feel like I wasn’t allowed to celebrate my daughter’s birthday, even though in the end she did allow it. The entire exchange left a sour taste in my mouth. Her tone and attitude were not professional, and in my opinion, she did not demonstrate the level of customer service or emotional intelligence expected from someone in a supervisory role. I also had a separate interaction with another receptionist who initially spoke to me in a harsh and aggressive tone. I let her know how it made me feel, and to her credit, she adjusted her attitude and even apologized when I came back later. That showed maturity and professionalism. This experience has left me with mixed feelings. Some staff clearly care and make an effort, while others, especially those in leadership positions, could benefit from training in client relations and respectful communication. I hope management takes this feedback seriously because it makes a big difference in how guests feel treated. - Je tiens d’abord à dire que la réceptionniste qui m’a accueillie était très gentille et professionnelle, et cela m’a confortée dans mon choix d’avoir réservé cet hôtel. Malheureusement, mon expérience a changé quand la superviseure est intervenue. Elle s’est présentée et m’a tout de suite demandé à qui j’avais parlé pour organiser une petite fête d’anniversaire pour ma fille. Je lui ai expliqué que deux membres du personnel m’avaient dit que c’était permis, mais que je ne connaissais pas leurs noms. Elle m’a répondu : « Vous étiez censée connaître leurs noms. » Son ton était accusateur et sec, comme si j’avais commis une erreur en faisant confiance à l’information donnée par ses propres collègues. Au lieu de me faire sentir accueillie ou soutenue, elle m’a fait sentir que je ne pouvais pas célébrer l’anniversaire de ma fille, même si elle a fini par me laisser le faire. Son attitude manquait clairement de professionnalisme et, selon