Sheraton Montreal Airport Hotel in Dorval

Avoid at all costs. Hotel management has a consistency, accountability and integrity issue with their staff. We checked in after our airline stranded us in Montreal, were told by the hotel that our "dinner" vouchers provided by the airline would be honored for lunch in the hotel restaurant the next day, given they were issued to us at 10:19pm after the hotel restaurant closed. When we sat down to lunch the following day, we were told by reception staff that they will no longer honor the vouchers and that we should have eaten dinner at the airport at 10:30 at night, before we came to the hotel. There was nothing open in the airport at that time, and my kids had been on their feet for 15 hours only to find they had been stranded again for the second day in a row by the airline so marching them back through the airport to find them something to eat at such a time was unreasonable. The hotel staff were exceptionally rude and condescending when I reminded them of their commitment the night before. They told me I couldn't speak to a manager or their Supervisor (who allegedly told them they could no longer accept the vouchers) because they were "busy". No one else was in the reception area -"busy with what?". I said I'd wait until the Supervisor was available, and they left me standing at the counter for 30 minutes. Completely ignored me. I called the hotel corporate customer service line and they referred me back to the rude and unhelpful staff I already spoke to who were pretending I wasn't standing there, waiting. Meanwhile, I have my family sitting in the restaurant on day 3 of being stranded, exhausted and hungry with no empathy or appreciation for the situation we were in. I walked away, packed my family up, and left. As we were walking out the door, the hotel manager suddenly appears to tell me I can call the airline or email them to re-issue the vouchers. He offered no service oriented solution - told me to do the footwork to so I could eat in their restaurant (which they profit from). To say this was too little, too late is an understatement. They reneged on their commitment to honor the vouchers, and put that back on me to solve for so they could be reimbursed by the airline for it. Absolutely not. We returned to the airport, visited the customer service counter, who confirmed that the hotel should have honored the vouchers for lunch. Not only will I never visit this hotel again, I will never stay at this chain of hotels again. I will also recommend to the airline that they no longer do business with this hotel, and engage other establishments who will take better care of those who are stranded like we were, by no fault of their own, and facing challenging circumstances with young children who are exhausted and just want to get home. The staff at the Sheraton Montreal Airport Hotel don't have what it takes to do that to even the lowest standard.

Absolutely Horrifying Experience - PLEASE AVOID AT ALL COST!

Our stay at Sheraton Montreal Airport was one of the worst hotel experiences I have ever had, and what happened during our one-night stay was beyond unacceptable.

First, when we checked into our room, the toilet was visibly dirty and unsanitary. I immediately called reception. A cleaner was sent up, but instead of apologizing or correcting the issue, she arrived visibly angry. She refused to clean the toilet, showed zero empathy, and instead took photos of it with her phone and walked away without resolving anything. When I went back out because her cleaning supplies were still in the hallway, she screamed at me, waved the photos in my face, muttered something angrily in French, shook her head, and implied she could not clean it. It was aggressive, rude, and completely unprofessional.

But the worst part of the night was what happened later.

Around 11pm, my toddler daughter began choking violently in her sleep and started vomiting continuously. It was a terrifying emergency. I immediately called reception and began with the words, “There is an emergency, can someone please he—” before I could even finish saying “help,” the receptionist interrupted me angrily and said, “Oh we know you, it’s not your first time. I’m sorry mam, we can’t help. No room service is available.” I tried desperately to explain that my daughter was choking and that we needed emergency assistance, but he shouted back, “Sorry, we can’t. Call 911 yourself.”

While trying to stabilize my choking child, I had to call 911 myself in a state of panic.

When emergency responders arrived, things got even worse. The front desk staff told 911 that my room number did not exist. The responders had to call me directly to confirm the hotel and room details because they were told there was “no such room.” I stepped out into the corridor to go downstairs and met the emergency team on the way. The front desk staff and other hotel personnel were arguing with them, giving them a hard time, and delaying them from reaching our room. Instead of assisting during a medical emergency involving a child, they were obstructive and confrontational.

My daughter was eventually taken to the hospital on a stretcher while staff continued to behave aggressively toward the emergency responders.

The lack of cleanliness was bad enough. The lack of basic customer service was shocking. But the absolute meanness and hostility in an obvious emergency situation is something I will never forget. The staff were rude, untrained in basic customer care, and completely devoid of compassion. Even in a life-threatening situation involving a toddler, there was no humanity shown.

I will never recommend this hotel to anyone. If you value safety, cleanliness, and basic decency, book elsewhere.