Le Square Phillips Hôtel & Suites

I have traveled professionally for 25 years, and I have never encountered a more alarming combination of indifference, poor judgment, and hostile customer service than at Le Square Phillips Hotel & Suites last night.

My wife booked our stay and clearly noted that we needed an allergy-free room. This was not a preference. I have a life-threatening dust mite allergy and have previously suffered anaphylactic shock after a hotel stay. When we arrived, we were told the note had apparently been treated as a request for a pet-free room, which is not the same thing at all.

The first room was unsuitable and had a strange odor. I asked for another room. The second room was no better and still lacked dust-mite-protective bedding or pillow encasements. When I explained that staying there could literally put my life at risk, I was told that it was my responsibility to bring my own bedding.

That response alone was astonishing. But it got worse.

Because the hotel could not provide a room that matched the documented medical need attached to the reservation, I asked for a refund. I was told they would not handle it because the booking was through Expedia. I then asked the supervisor to call Expedia and support the refund request directly. He refused. Expedia later told me the hotel had denied the refund.

This happened on my 50th birthday. Instead of enjoying the evening with my family, I spent roughly 7:00 p.m. to 10:00 p.m. dealing with a preventable mess, missed our dinner reservation, and ended up eating alone because my 10-year-old daughter was too exhausted by the ordeal.

A hotel does not need to be perfect. It does need to be competent, humane, and trained to respond appropriately when a guest raises a legitimate health and safety concern. What I encountered instead was a staff culture that felt dismissive, untrained, and openly unwilling to take ownership of an obvious failure.

Public reviews already mention issues like noise, overcrowded breakfast conditions, and operational friction. My experience was worse: a basic breakdown in hospitality and common sense around a serious medical accommodation.

If your stay depends on staff listening carefully, responding compassionately, or taking responsibility when something goes wrong, I would not trust this property.

Proximité de tout

The service was amazing, breakfast was very good for a cold breakfast. The room was huge, the pull out couch bed for the kids could have been more comfortable but overall we really enjoyed our stay. They even offer a service to order groceries for you, and they absorbed the delivery fee from Metro, really top notch service. The kitchen had modern appliances and a dish washer, which is a plus when travelling with kids. Very clean and well kept establishment. Staff is very polite and accommodating.

Mon séjour était parfait. L'hôtel était très propre et le personnel impeccable. Les lits étaient super confortable et que dire de la piscine et la terrasse au dernier étage. Mes enfants ont adoré. L'emplacement et parfait aussi. Tu peux aller te promener dans le centre ville a pieds
C'est fantastique.

C'est idnamissible de mettre une canapé lit, très inconfortable dans une chanre soit disant avec 2 lits .
Le petit-déjeuner était infame ..... Proposez le payant, au moins il sera BON ... Boire dans de gobelets son café, c'est vraiment beurk.
Par contre l'emplacement est très bien mais le tarif du parkin g est limitte abusé surtout si sa voiture dépasse de quelques centimetres....

Emplacement

Personnel très accueillant, très bien situé

L’emplacement est parfait. La chambre pour 4 personnes était très spacieuse, la cuisine très bien équipée. Tout était très propre. Les lits très confortable. Le personnel est accueillant.

Large and spacious rooms, comfortable beds. A Great value place to stay in the heart of Montreal. Every hotel employee we met went above and beyond to ensure that all questions were answered and any concerns resolved. We will return - again.