Holiday Inn Laval

I would like to share my experience in the hope that this situation doesn't happen to others. My partner was scheduled for eye surgery at Iris in Laval. Since we had to return to the clinic early the next morning for follow-up tests, we were recommended the Holiday Inn because of a preferential rate offered to patients. So we called to reserve a room for two nights. An attendant, who only spoke English, confirmed that we were at the correct hotel. As no French-speaking person was available at that time, we went ahead with the reservation anyway. During the call, the attendant clearly stated that she was applying the preferential rate associated with Iris patients. However, upon arrival, we learned that we weren't entitled to this rate because, according to the hotel, the reservation hadn't been made correctly. We were also informed that breakfast, which was supposed to be included, was not. As a result, we had to pay almost $200 more than what we were quoted over the phone. Despite our explanations and the fact that we had followed the instructions we were given, no solution was offered. I'm not usually one to complain, but in this situation, my partner was extremely stressed about his surgery, and we would have appreciated a minimum of support and understanding. We were informed that the supervisor, Melina, was supposed to be there at 10:00 a.m. to clarify the situation. By 11:00 a.m., she still hadn't arrived, and no one was able to provide us with answers or make a decision. After my partner's surgery, I finally decided to drop the case so as not to add any more stress to his life. Regarding the accommodation itself, our experience was also disappointing: plastic cups in the room, no television service, very cold temperature, and facilities that looked like they were decades old. What disappoints me most isn't so much the quality of the room as the lack of support and consideration shown to guests undergoing medical procedures. When people stay in a hotel because they need surgery, what they really need is a reassuring environment, attentive service, and clear information. Unfortunately, that wasn't the experience we had. I wanted to share this experience so that others can make an informed decision.

Friendly staff. Very clean, housekeeping services were excellent. Great location with numerous food options with a restaurant adjacent to the hotel and a large shopping complex across the road.

I travel a lot for work. I'm a member of the IHG group. We're always treated exceptionally well at their hotels. This time was no exception. There's a swimming pool available for both children and adults. It's right across from a shopping center where you can eat or shop. It's also conveniently located next to the highway, which takes you to Montreal in no time. Excellent hotel.

I will preface this review stating that the review is on behalf of my parent. They stayed at the Hotel, however they are physically disabled and struggle badly with declining eyesight. Due to the hotel being under renovations, and although we asked for a HANDICAP ACCESSIBLE room. We were told that the regular handicap room was under renovation, and their secondary handicap room just had a "lower" shower/bath. My parent (an amputee) had a wound on their amputated leg due to a recent injury. This is a scar about the size of toonie. While attempting to move from their wheelchair into the "lower" shower/bath. They fall and reinjured their leg a little bit and opened up the scar which led to bleeding (they are also on blood thinners so it was a bit more blood than typical). They used towels in the bathroom to clean up this blood. A WEEK after the stay, we received an email stating that there would be a charge for "damages". And they sent a photo of a couple towels in a crumpled into a ball. Of note in this email you intentionally cannot SEE how many towels are there OR the size of the towels. The hotel charged $90 for this (yes towels they get for pennies on the dollar due to an issue that was partly their fault). In the past week i have sent 6 emails, 3 to one person and 3 to another regarding this issue. In their ORIGINAL email they stated "Should you have any questions regarding this charge, please do not hesitate to contact us." However, i HAVE NOT had a single reply back. My email's were asking for an explanation on how many towels were damaged and asking for them to explain the pricing thought behind the $90. Nothing, no replies from anyone. I will now be escalating further to IHG, consumer protection; on the failure to provide clarity on the issue, and the failure to provide a response to the validity of the charging that much. And also to the city AND province AND Country regulatory authorities on Handicap accessibility, for failing to provide the necessary accommodations needed. In closing, I would like to state that no matter how the hotel "responses" to this, every email sent to them was kind and respectful. I gave the hotel numerous opportunities to give a full explanation on the matter, however they refused to reply any further than their initial email (which I have quoted below) "Kindly be advised that, unfortunately, we have charged a fee of $90 for damaged items identified during your last stay at the Holiday Inn Laval. Should you have any questions regarding this charge, please do not hesitate to contact us."

A fine little hotel next to bike share, movies, mini golf, busses and groceries

The breakfast and service was amazing. Nice pool.