Hyatt Centric Montreal

Unacceptable Service, Broken Promises, and Zero Accountability I booked a stay at Hyatt Centric Montréal for a group that expanded from 4 to 5 guests. Well before my free cancellation window closed, I proactively contacted the hotel directly to ask if an extra bed could be added to avoid the hassle of canceling and rebooking. A representative verbally assured me over the phone that a sofa bed would be provided. To be entirely sure, I also messaged them through Expedia to reconfirm. Hyatt Centric Montréal explicitly replied in writing: "Yes, we can confirm that your request for an extra single bed/sofa bed has been noted and will be arranged for your arrival." Relying on their written guarantee, I kept my reservation. However, upon arrival, there was no extra bed. When I brought this to the front desk, the staff and supervisor flatly refused to fulfill the request, citing "company policy and local regulations." When I pointed out that two separate representatives had guaranteed this months prior—and that had they been honest, I would have canceled and booked elsewhere—they offered zero solutions or Plan B. Because I booked through Expedia and got nowhere with the property directly, I contacted Expedia customer service for help. While the Expedia agent was very patient and tried extremely hard to mediate, the Hyatt Centric Montréal supervisor remained completely adamant: they would neither add a bed nor provide any alternative accommodation or compensation. They made a glaring mistake and forced us to bear the full burden. I spent hours on the phone during what was supposed to be a relaxing vacation, only to be met with stress, rudeness, and zero accountability. Avoid this property if you expect reliable service or honest communication. Reply to your feedback: This is exactly what I meant in my review: a lack of clear communication caused a customer to have a bad travel experience. Your reply repeats what your front desk staff, your supervisor, and Expedia customer service already told me. I understand the rules, regulations, and exemption clauses in your policy. However, my point is that I contacted you twice before the free cancellation window closed. If your policy clearly meant the answer was no, why didn't you tell me when I reached out, instead of providing a service you could not deliver? In the end, the customer suffers the consequences, not the party that made the mistake. Your reply also shows that you did not understand my point, because you are still explaining why you cannot deliver the service. After this experience, my family and I will definitely avoid this hotel and its parent group.

Unfortunately, our stay at the Hyatt Centric Montreal was very disappointing. The biggest issues were the service, cleanliness, and the overall technical condition of the room. The worst part was the service at the entrance. The doormen seemed completely unmotivated and spent more time standing around and talking to each other than actually helping guests. Both at check-in and check-out, I had to get the luggage cart myself and bring my luggage to the car on my own. They did not even hold the door open. For a hotel in this category and under the Hyatt brand, I expected a much higher level of service and attention. The breakfast was also disappointing. The quality of the food was poor, and some of the dishes were not properly clean. The furniture in the breakfast area looked old, worn, and partly damaged. The room itself felt stuffy. The air conditioning allowed us to adjust the temperature, but the fan speed could not be properly controlled and seemed to remain at the same strong level. The rooms are also extremely poorly soundproofed, so you can hear far too much noise from outside the room. Cleanliness was another major issue. The shower was not properly cleaned, and we found long hairs in several places. Some of the towels were damaged and frayed. Overall, the condition and cleanliness of the room were far below what I would expect from a Hyatt property. We also did not find the location particularly convenient. Overall, the value for money was not acceptable. The poor service, lack of cleanliness, and technical and maintenance issues had a significant negative impact on our stay. Unfortunately, I would not recommend this hotel.

As a World of Hyatt Globalist, I’ve stayed at many Hyatt hotels around the world, so I’m pretty familiar with the brand and what to expect. Our stay at Hyatt Centric Montréal didn’t start off great. We reserved a room with two queen beds, but somehow it magically became an upgrade to a high-floor king. Thank you for the upgrade, but how is one bed an upgrade when we specifically need two? The staff was helpful, but yann really turned things around for us. He spoke our language, which was a nice surprise, and he was very friendly and easy to talk to. At one night, we asked him for some paper cups for our wine. He looked at us and basically said Don’t waste good wine in paper glasses. He went and got us proper wine glasses and even opened the bottle for us. We offered him a glass, but of course he politely declined. Honestly, it was those little things that changed our mood after the rough start. The hotel itself is modern, clean and in a great location. Nice atmosphere, great views from the higher floors and overall a good Centric property. The room situation definitely could have been handled better, but mistakes happen. What matters is how you recover from them, and Yann did exactly that. Thanks for him to turning a frustrating start into a much better stay.

Stayed here for a weekend while in town for Osheaga and overall had a good experience. The pricing definitely reflected the demand during the long weekend and music festival, but the rooms were clean, modern, and stylish. Housekeeping was provided daily, with fresh towels and linens available upon request, and the bathrobes for each guest were a nice touch. The location was excellent—just steps from the Old Port and within easy walking distance of the Berri-UQAM Metro Station. The biggest disappointment was the rooftop pool. It was being set up for a private event one day and then closed for roughly six hours the following day, which meant we couldn't fully enjoy the pool or outdoor seating area for a portion of our stay. We specifically booked this hotel because of the rooftop pool, and had we known it would be unavailable, we likely would have considered a less expensive alternative. When inquired about this at the front desk, the staff apologized and gave us a small merch bag from the event. While the gesture was appreciated, it didn't really make up for missing access to one of the hotel's main amenities. Overall, I enjoyed my stay and would recommend the hotel for its modern rooms and fantastic location. Just be aware that if the rooftop pool is a deciding factor for you, it's worth checking whether any private events are scheduled during your stay.