3004 Chem. de la Chapelle, Mont-Tremblant
4.7
★★★★★
124 reviews
“Hotel Quintessence is absolutely a 5-star property that we would recommend enthusiastically!! There are some seemingly minor things that need addressed, however, to say that the hotel provides 5-star service. We arrived and were warmly greeted by Antony, easily the friendliest hotel employee we met while staying there - his role as valet made for a fantastic first impression. The hotel itself and the grounds were amazing and made us feel like we were staying at a true resort! Our spacious room reflected that as well. And we were also quite happy to be in such a great lake-front setting just steps from the pedestrian village but far enough away to avoid the crowds and noise associated with the village. The water activities area at the hotel and the wonderful (Greek?) couple who runs it also deserve a special mention as they went above and beyond to make sure we thoroughly enjoyed our kayaking excursion!
We did encounter a few issues, ones which would make this hotel truly a 5-star property if addressed - all of which are seemingly easily handled. The biggest one was an issue of a lack of hot water in our shower. The sinks and tub had VERY hot water, but the shower was warm at best and fluctuated at times to be quite cool. We mentioned it one evening while leaving for dinner and it was clear upon return that someone had been in the room, but there was no note on any resolution. The next day, it was clear that the situation was not addressed. We again mentioned the issue on the way out of the hotel and advised that the first repair attempt was not successful. This time, we received a note upon return that the issue was fixed - which was validated the next day. At issue is that the temp control was all the way to the hottest setting when we checked in, which should have been an indication to housekeeping of a potential issue. Certainly the maintenance person doing the first attempt at repair should have realized that the water coming out did not reflect the correct temperature - once fixed, there was no way to have a shower with the temperature control maxed out! Bottom line, we should not have had a room where a hot shower could not be taken. And certainly the issue should have been addressed the first time. And the reality is that we should have been compensated for this in some form other than a box of chocolates.
Food and drink service at the pool is something that is offered. On Thursday of our stay, we had great service from the gentleman who was taking care of this aspect. On previous days, however, there was little visibility of servers in the area and a couple next to us had to get up and ask twice to get someone to take their order. Certainly not a huge issue, but it is what differentiates properties from each other on service. Finally, the front desk personnel need a way of signaling each other that guests are waiting. On two occasions, we waited a few minutes to speak with someone while the only front desk person was assisting others. When that person or a valet finally went to the office behind the front desk, there were multiple other personnel simply sitting in the office who could assist - instead of being out of the office and available.
These are the types of things that mark the difference between an amazing service experience and just an average or good one - and are aspects of service that are indeed expected at the price point of the hotel. We absolutely loved the hotel, our room, the location, and many other aspects that make Hotel Quintessence a great place to stay. We had considered the Westin and the Fairmont as well for our stay and were extremely happy that we chose the incredible property and setting that your hotel provides. The five days and four nights we spent at Hotel Quintessence provided the incredible level of relaxation that we wanted in that part of our trip!”
