Empire Suites

I rarely write reviews, but I feel genuinely obligated to warn others about my experience with Empire Suites.
This place is completely misleading and does not match the pictures at all. What is shown online looks modern, clean, and comfortable—but what I walked into was the exact opposite. The room I received had a twin bed instead of the advertised queen, and the furniture looked nothing like what was shown. Everything feels outdated and poorly maintained.
There is also a strong, unpleasant smell throughout the room, which makes it very uncomfortable to stay in. Cleanliness and basic upkeep seem to be seriously lacking.
The gym facilities are also misrepresented. What is advertised is not what actually exists here.
On top of that, the customer service has been extremely disappointing—unhelpful and dismissive when concerns are raised.
Overall, this feels like a third-rate, shady hotel being marketed as something much better than it actually is. The gap between expectation and reality is huge, and it honestly feels like a scam.
I would strongly advise others to think twice before booking here. Don’t rely on the pictures—they are not an accurate reflection of the actual property.

I put my staff in the storage, unfortunately somebody stole the bag I put on the top of my suitcase; the manager told me you can file a report with police. He knows that I’m a traveler and I don’t have time to do that.

I stayed for two nights over Valentine’s weekend. After booking, I was a little worried because many of the reviews were quite negative. However, I honestly don’t understand why there were so many bad comments.
The hotel was much better than I expected, especially considering the price. The nightly rate is very affordable, and the location is excellent — close to the metro station and right in downtown, with everything you need nearby. The room was very clean, and the bed was comfortable.
Breakfast was included in the price. I didn’t expect anything fancy, and while there were no eggs or bacon, they offered bread, muffins, and pancakes. For a budget hotel, I have no complaints about that.
The hotel isn’t luxurious, but it’s definitely worth the money. The reason I’m giving four stars instead of five is because a few essential things were missing. There was no refrigerator in the room, which I’ve honestly never experienced before in a hotel or motel. There was also a small issue with the shower — the water drained very slowly, and I was worried it might overflow. In addition, the room felt a bit cold. The heater seemed old, and even when I set it to a higher temperature, it didn’t warm the room enough.
Lastly, before check-in, I sent a message asking for extra pillows and a question about check-in, but I didn’t receive a proper response — just what seemed like a copied and pasted reply.

This hotel is absolutely awful and a complete scam. I was blatantly deceived. On the Best Day website, they clearly promise two Queen beds, but when I arrived, they gave me a horrible sofa bed instead. It was disgusting, extremely uncomfortable, and completely unacceptable. This is not what I paid for.
What makes it even worse is that I complained three different times, and on one of those occasions I was even attended by the manager herself. They simply did not care at all. No solution, no compensation, no apology—nothing. Their attitude shows total disregard for guests.
On top of that, there is no parking available, which was never made clear. This place is poorly managed, misleading, and unprofessional.
I would never recommend this hotel to anyone, not even for free. I deeply regret throwing my money in the trash, because that’s exactly what this place is: a garbage dump. Save yourself the frustration and stay literally anywhere else.

I will start off by saying that the customer service from the staff is top tier. I didn’t have any negative experiences with them however the quality of the room was disappointing. The walls are thin so I could hear everything and I mean everything going on with the people next to me. There were stains on my sheets when I arrived, stains on my lamp, the drawers were damaged and it was an overall uncomfortable experience in my room. I barely slept because of the noise and my uncomfortable bed. Honestly, in my opinion the room gave upscale motel.

A deeply upsetting experience involving disability discrimination, unprofessional conduct, and a never-processed refund.
I booked two rooms for a two-night stay at Empire Suites Montreal for myself, my two dogs (one being my licensed service dog), and two of my disabled friends. The reservation was fully confirmed and paid (C$1, 143.39), and I had all the booking documentation with me.
We arrived early and waited several hours for check-in. The receptionist was kind and had everything ready, keys, paperwork, and confirmation that our rooms were prepared. Everything seemed normal until the hotel manager, Mohammed, suddenly appeared at the front desk and began shouting at the receptionist in front of guests. The situation escalated so aggressively that she grabbed her belongings and left the building visibly upset.
My disabled friends, who were waiting at the desk, witnessed the entire scene and immediately called me to say that we were being told we could no longer check in.
When I arrived, I spoke directly with Mohammed to understand what was happening. I explained that I had a service dog, documented proof of the booking, and two guests with disabilities. Instead of providing a reasonable explanation, he simply said it was “the hotel policy” and refused accommodation. He assured me that I would receive a full refund and even handed me official paperwork stating the refund amount and confirmation that we did not stay at the hotel.
This refund never arrived.

I wish I read the reviews on this establishment before making my booking. This is one of the worst service I have gotten from an hotel in a while. I booked a room that I stayed in for roughly 5 hours. I paid a deposit of $250 and they told me it would be back within 2-3 business days. I have waited 10 days thinking it could take some more time, I decided to call them and they replied saying that they smelled cigarettes in the room and they would not give me back my deposit. This is absurd as I know for a fact that I did not smoke in their room. Their claim is due to the fact that they found a box of empty cigarettes and an empty alcohol bottle that I threw in the bin. This is one of the most stupid argument I ever heard. They want to charge me because they found empty boxes of smoke in my HOTEL BIN (that I closed). Keep in mind I am 1000% positive that I never smoked in their hotel (after paying $250 for deposit it would be a very stupid thing to do). I tried contacting management and I have had no answer so far. I will be going to their establishment to sort this issue, if its not solved I will be looking to take further legal action because this is unacceptable. Knowing the fact that I never smoked in their room, it is really upsetting that they are trying to take my hard earned money for something that never happened. Worst experience in hotel I have gotten for a long time. I paid $80 for a room and they are trying to take an extra $250 off me this can not be legal.

Positive: The room itself was great—clean and comfortable. Negative: Check-in was slow However, breakfast was a big letdown. We went down at 9 a. M. (with breakfast advertised until 10 a. M. ) and found no hot food, no coffee. Want to ask at front desk and was told “oh well” and dismissed.

This hotels customer service is lacking to say the least. In the middle of the worst storm of the year (Feb 16/25), not only did they not answer their phone once over a four hour span, the confirmation email did not share how confusing and challenging it is to get to the hotel given the various road closures. My husband was driving, and I jumped out to ask how we get into the garage. Again, in the largest storm, the receptionist wanted my husband to get out of the car himself to check in and show her his ID before she would give us the code. The manager heard this ridiculousness and gave the code over. We finally got in and parked only to find that the only clear walkway and available door was locked with a sign signalling us to go around to the side door. AGAIN, in a storm. They didn’t bother to shovel or clear a way, so anyone with luggage on wheels was out of luck. It was such a dangerous walk up a handicap slant. If someone were to have fallen, they could have sued this hotel big time. No apologies or help of any kind. Disgusting treatment. Spend your money elsewhere.

Worst experience ever. I strongly recommend not staying here. The parking is very difficult to access. The rooms are excessively hot. There is no way to turn the heat down and when we went to reception to ask for help, an employee told us there was nothing to do. He said we could ask for a reimbursement. The next morning when we were checking out, a new employee told us she couldn’t reimburse us. Communication is clearly not a skill for this enterprise. Very unwelcoming and the staff is simply careless about customer experience & service.

Bring Your Own Napkin, Water, and Internet!
This place falls short in so many ways, but the absolute worst is their terrible service. The staff are unprofessional, unhelpful, rude, and arrogant. We waited standing in a long line for an hour just to check in. It's the first day of January—a predictable peak time—yet the hotel seemed entirely unprepared. Did they just open yesterday?
The issues didn’t stop there. Our TV couldn’t connect to the internet. We asked reception five times for help, but no one cared. They told us to ask housekeeping, who then told us to go back to reception. One receptionist even suggested we “insist” that housekeeping fix it. After this back-and-forth nonsense, we gave up and resorted to using our own mobile data.
The first night, they gave us a room with a window that was ridiculously noisy. Instead of glass, it had poorly secured plastic that squeaked loudly whenever the wind blew. This issue was clearly known to the staff, as the room should have been out of service. Yet, they were “kind” enough to assign it to us! After a sleepless night, we demanded a room change the next day.
The bedrooms are just okay, but there’s no water provided. The bathrooms are even worse—no air conditioning, poorly maintained, and uncomfortable. For the entire duration of our stay, no one came to clean our room. This is unacceptable. We asked for clean towels and were told that there are none available.
The dining area is absolutely filthy.

DO NOT STAY HERE**
Extremely long wait at check-in regardless of the time of day. Rude staff. Rude owner. Horrible quality breakfast. No clean water. Bad parking situation. One slow elevator. Staff knocking on your door in the middle of the night. Charging me for repairs that should be maintained free of cost by the hotel. Many times I'd come to the lobby and a customer would be making a scene about some issue they are having with the hotel. Badly maintained lobby washrooms. Rooms are not soundproof at all. I'd recommend going on hotwire. Com and getting a random 3.5 star hotel deal, you'll pay a bit more for 10 times better quality.
I'm Making sure to also leave a 1star for LeLux because its the same place.

Beware of This Hotel — Booking Scam!
I haven't even stayed at this hotel yet, and I already regret booking it. The whole process has been a nightmare. They overcharged us right from the start, adding hidden fees that were never mentioned during booking. When we reached out to customer service to resolve the issue, they were rude, unprofessional, and refused to help even though we have Proof of the situation with the booking. They also hung up on me 4x. It's clear that this place has zero respect for its customers.
At this point, we don't even want to stay there, but canceling or modifying the reservation is impossible without losing even more money. This hotel feels like a total scam, and if they treat potential guests like this before arrival, I can't imagine how bad the actual stay would be.
Avoid this place at all costs save your time, money, and sanity!

This hotel has taken my money after we gave a cancellation with confirmation number.
It’s very heartbreaking to see a hotel not following it's own guidelines.
Trying to get a hold of the manager Mohammad is equally frustrating and he’s not willing to reach out or give refund of over $500.
Be mindful when booking with this hotel chain. They steal from their customers!

This hotel has one of the worse front desk ever! They don’t pick up phone call when I call over 5 times, they don’t seem like they care about people stay in hotel and it took them 2 days to change 2 broken light bulb in the bathroom, but at the end only one was change, it was dark in the bathroom. The shower pressure is so low, very hard to take a shower. No extra pillows, parking lot is small in weird shape. When I check into the room, there is no tissue in the tissue box! How did service staff clean the room? The TV was in Korean and I can’t even change language, no one in the hotel can’t help me.

I have been to many hotels but this one gotta be the worst of them all. Fourth day at 4am my friend saw something moving around the room we checked behind the desk and found a baby mouse. They said it’s too late and can’t do anything and talk to the manger in the morning which we did and he was completed useless and didn’t even apologize for the situation and didn’t even care. I do not recommend anybody booking with empire suites. Location is good close to downtown and many other places but it’s disgusting.

I regretfully rented a room at Empire Suites Montreal on August 2024. Not only it took forever to check in, but I was charged $51.74 for a 1-day parking spot when it costs less than half that price to park down the street.
My main issue with this establishment is the staff and the management. When I went to the front desk to inquire about breakfast options later on, I was completely ignored by the working staff. Not only the gentleman didn't bother acknowledging my presence despite me being at only a few centimeters from him, but he pretended during 10 minutes that I was not there at all. I have never experienced something like this before.
I tried to contact the management regarding this odd behaviour, but of course, they never bothered replying to me. They probably have to many complaints to deal with.
I have no choice but to not recommend this place to anyone. There are far better options at a similar price in the same area. I know that speaking for myself, I will never return there.