Delta Hotels by Marriott Quebec

Location was great, very confortable for families

L'emplacement et la gentillesse du personnel

L emplacement

Disappointed with my recent stay at DeltaHotels by Marriott Quebec. Unfortunately, my experience fell well below the standard I have come to expect from a Marriott property, with issues relating to staffing, service, cleanliness, maintenance, and management.

My first concern relates to the Bistro. On a night when the hotel was fully booked, the restaurant appeared to be significantly understaffed. Numerous guests voiced their frustration throughout the evening due to the lengthy delays and lack of service. It was particularly concerning that there appeared to be no visible leadership orsupport from the Bistro manager during what should have been a predictable peak service period.

The bar was being operated by one very young bartender, assisted by only two equally young staff members serving the dining room. While I appreciate that junior employees need opportunities to gain experience, they should not be left to manage such a demanding service without adequate supervision.

I also witnessed the preparation of an espresso martini that was made incorrectly using hot espresso, alcohol, and no ice. The bartender used an inappropriate shaker, spilled a significant portion of the drink over himself, and then divided the remaining contents between two glasses, resulting in both drinks being noticeably under-filled. This reflected poorly on both staff training and service standards.

After waiting one hour and ten minutes without receiving service, I decided to leave. During this time I heard numerous complaints from other guests regarding excessive wait times and poor service. While I was speaking with the Duty Manager downstairs, another guest approached to complain that her group had also waited over an hour without receiving any service, which had ruined their celebration.

This same three young bar staff finished at 1am. They were then rostered to begin at 6am the same morning to serve breakfast. Five hours break and yet they told me they do not received any extra rate of pay for that. I believe this is in breach of many working conditions and recommended they register with a union as I felt the hotel were taking advantage of them because of their teenage years.

The issues continued upon returning to my room. I attempted to order room service using the "In-Room Dining" button on the telephone, only to discover it had been disconnected permanently. I then tried calling the Bistro directly but could only reach a recorded message. The online ordering system also failed to work. I eventually returned to reception, where the Duty Manager kindly assisted me with placing and paying for my order online.

I ordered calamari and a club sandwich at a cost of $59. The Duty Manager personally delivered the meal to my room, for which I was grateful. However, after placing the meal on the cabinet while I took a shower, I returned to find it completely covered by what appeared to be hundreds, if not thousands, of ants. The meal was inedible and had to be discarded.

The following morning I reported this incident, along with my other concerns, to Stephanie Kamirez. While she advised that a full refund of my accommodation would be processed if I wanted to go to another hotel, I felt my concerns were not taken seriously. To date, I have not been reimbursed for the cost of the meal, or my accommodation, that became inedible due to the infestation.

In addition, the hotel's overall cleanliness was disappointing. The hallways appeared not to have been vacuumed for several days, and the property generally looked poorly maintained. I have retained photographs documenting the ant infestation, the condition of the hallways, and other areas of concern, including before-and-after photographs that demonstrate inadequate cleaning standards.

One particularly concerning incident occurred on 19 July when paramedics were attempting to transport what appeared to be a critically ill elderly woman on a stretcher. She was connected to heart, oxygen, and blood pressure monitors and wearing a neck brace. The ambulance officers experienced considerable difficulty accessing a functioning lift because one lift was out of service and others were not operating efficiently. Throughout this situation, I did not observe any hotel staff offering assistance or providing lift access to help expedite the patient's transfer. Given the apparent seriousness of the medical emergency, the lack of urgency and support from hotel staff was both surprising and deeply concerning.

I am requesting reimbursement for the $59 meal that was rendered inedible due to the ant infestation, in addition to confirmation of my accommodation refund. I also wish to express my disappointment with the manner in which my concerns were handled. Stephanie was not interested to hear complaints or be shown what I was talking about. Because I am partly deaf without my hearing aids on all she could say was to talk quieter. I explained I was partly deaf but was not interested. She just wanted me out of the way and out of the hotel even though he I was being very polite.

I travel extensively around the world and am a-member of several major hotel loyalty programs. I chose to stay with Marriott to experience the brand's reputation for quality and service. Unfortunately, this stay was one of the most disappointing hotel experiences I have encountered. The lack of management presence, inadequate staffing, poor cleanliness, maintenance issues, and apparent lack of training and supervision fell far below the standards I believe associate with Marriott.

As someone who regularly prepares hotel reports for several organisations, I felt it was important to bring these matters directly to Marriott's attention before pursuing any further action. Unfortunately, I could even do that as there is no way of emailing Marriott so it has left me no option.

I am hoping this was just a bad weekend with this hotel and not what is the normal processing. I would like to give them the benefit of the doubt which is why I gave them a 2 instead of 1.

I look forward to your response and confirmation that the outstanding refund for my meal will be processed promptly and my full refund for the five days I was suppose to stay there.

La proximité de l'hôtel et le service offert par les employés.

L'emplacement de l'hôtel, le feq étais facile d'accès.

Nice hotel at the heart of the city. Our room is quite spacious. The breakfast was good.

Emplacement

The staff were friendly and helpful, it was very clean, well appointed and had a fabulous location.

The room was very clean; the location was excellent for our purposes.

It was very clean and nice , however the bed was squeaky.

The bathroom, it has enough holders for seniors