⭐ 1-star review
Title: A deeply disappointing stay at a hotel that failed its mission of hospitality
I’ve stayed at the ITHQ Hotel in Montreal several times over the years, and have enjoyed dining in their restaurant. But this visit was an emotionally distressing and unforgettable disappointment, made worse by the very institution that’s supposed to represent the best in hospitality education.
From the moment I arrived, I was met with cold, rigid, and robotic treatment from the junior front desk staff (students in training). When a minor mistake occurred—my partner smoked a single cigarette on our suite’s balcony before we noticed the “no smoking” sign the following morning—I was hit with an automatic $580 penalty. When I tried to explain, I was shut down with dogmatic replies like “it’s the law,” with zero empathy, flexibility, or willingness to listen. The so-called “hospitality professionals” in training treated me like an offender, not a guest.
For three days, no manager was available to speak with me. I waited patiently, explained my distress in writing, and made it clear that I felt unwelcome and might leave early. No one followed up. Instead, mid-level supervisors deflected, refused to escalate the issue, and blamed their policies—or Expedia—for their refusal to offer any compassion.
As a result, I left the hotel a day early, on my birthday, emotionally depleted from the constant stress and total lack of human connection. The staff had made me feel so unwelcome,