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Disappointment from a loyal customer since 1998
I've been going to the Loews Le Concorde since 1998. I am a Loews First Card Holder. I know the kind of quality to expect from this brand of hotel. Always has been top notch. I always had the best service at the Loews Le Concorde. The Staff at L'Astral was always friendly - Especially YYvone.
He is an asset to them. Valet service always was prompt and professional - always organized. I would have never have looked to another hotel chain!
However, my after my most recent stay there, I fell out of love with this hotel and began to consider the Chateau De Frontenac.
The valet was unorgainzed and took me 30 min to get my car parked and unloaded.
Check in was fine and staff was VERY professional. Very nice ladies. However, I did not get the suite that I booked, but I had an afternoon check-in. I let this slide.
When I went to my room however, it was not prepared. My Loews first welcome gift (Fruit basket and water) was not there. Also, my minibar looking like someone blew a burrito up in it.
I called down to the front desk and they connected me with room service. I was told that cleaning was done for the day regardless of my check in status and that I would have to wait until Monday. Mind you, everything in the minibar was ruined (Cheeses, water, etc.). I called the manager and explained this was unacceptable. The manager did not seem to care and I received the same response. I called Loews First and complained and within 20 minutes got a call back from the manager and 2 very nice cleaning ladies at my door. I felt bad for the poor cleaning ladies as it really was a mess, but they said no one should be subjected to a room in this state. There was nail polish on the radiators, carpets were not clean. They are supposed to check the minibar daily...how on earth could they have missed that mess!!!???
The manager then tried to give me money off my room and a free meal at L'Astral, but all I wanted was for his staff to do thier jobs right and treat me with the respect that I deserved as a customer.
I did not accept any freebies from this gentleman.
I am convinced he only treated me decent as I had called his corporate office. Otherwise, prior to that I was treated like a hassle.
I booked a suite (Over $500 a night) and my room and service was substandard. Do yourself a favor and book the cheaper room, because your quality of service does not go up in this hotel if you book a suite, as it does in other hotels. It is a shame, as I had booked a suite before in this hotel when I went up in business a few years before and received excellent service. This must obviously be a mangement issue.
They changed L'Astral a few years back as well (The rotating rooftop restaurant). They used to only have seating around the windows and it was formal/business dress. Now they have doubled up the seating and you have to request in advance a window seat. I encourage you to make reservations in your booking or upon your arrival. You will want the 7PM seating.
