Our first impression was very positive. We had a reservation for a Superior Room view on the city for four days. We arrive at night, and during the check-in process the person of the front desk told us that due to a lack of rooms, they assign a Junior Suite for us at no additional charge (two levels up). That room was really nice and comfortable, with a king bed, a leaving room area with a nice sofa, a big LCD, fireplace, a small refrigerator and an incredible jacuzzi inside the room. The bathroom was nice and very modern.
Like a ping pong of sensations, after that very nice free upgrade, we noticed at the first use that the toilet was blocked, not very good when you arrive after a six hour drive at night. The people of the front desk rapidly solved the problem but the problem existed at the moment of our arrival.
On the next morning, we noticed that the unique elevator did not worked. OK, stairs for two floors. The very big news was that we never had the possibility to enjoy the service of that elevator during our entire stay, i.e. three days without elevator (including our check-out with our baggage). Nobody or any signal indicated when that circumstance would be solved.
This is the best. We parked our car in the parking of the hotel (for an additional CAD 19 per day). As the rules of the hotel says, the check-out has to be at 11.00AM. We checked-out at 11.00AM. We put our luggage in our car. When I tryied to exit the parking, a group of workers were loading big pipes on a truck, that was obstructing the exit. I kindly asked to move the truck because I had to leave. One of the guys, french speaker, told me something, I excuse myself because I do not speak french. In a couple of minutes a person of the front desk came to me saying (kindly) that they need at least half an hour. I insisted saying that I had to leave immediately because I had to be in Montreal at certain time. Not saying anything and showing her dissatisfaction, ordered the workers to move the truck. Is interesting to say that other two cars were in the same situation.
Objectively, the hotel is excellently located in the middle of the Upper Town of the Old Quebec, at walking distance of everything. The hotel offers a complimentary breakfast, very well served in a comfortable and nicely decorated room. As all the other people pointed out through Tripadvisor, there is an excellent expresso machine close to the front desk, available at any time. The crockery is perfect in the breakfast and for your expressos. The rate is very reasonable.
Finally, in the ground floor there is an ice machine and a microwave oven, perfect for your meal, of course allways if you are lucky with the elevator….
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
21 April 2012
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Thank you for your review. As I can see, you were here when we had trouble with our elevator... This is a very rare situation and you were here when it happened. We apologize about this inconvenience.
This is why you've been upgraded, to avoid you to climb to many floors while the elevator was down. You were on the second floor, which was not so bad to reach by the staircase.
I'm sorry about the fact that nobody told us about the return in service of the elevator... it was just because we didn't know ourselves! Nobody expects an elevator to be suddenly down... We did the maximum to put it back in service as soon as possible! We put some extra employees on the schedule to help people with the luggage to compensate for the inconvenience... They were there to help you!
Regarding the truck blocking the entrance parking lot, I agree with you... This is unacceptable and I will make sure that kind of situation won't happened again. We always learn through our mistakes! I'm hoping that the disatisfaction of our employee was about the truck, not about you. I'll do the follow-up on that situation to understand what exactly happened...
I hope to see you back at the Champlain. I swear, the elevator is now back on service and it's functioning better than never!
Have a wonderful day,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC