u/Pitbul_some

I had a confirmed reservation, but the hotel refused to check us in for over three hours.
I was polite from the beginning and explained that I was an international tourist visiting Montreal for only two days and didn’t speak French. Instead of helping, the receptionist laughed at me, rolled her eyes, insulted me, and eventually told me she wasn’t giving me a room because she simply didn’t want to. When I asked for a refund, she said, “If you want a refund, you have to speak French.”
I only started recording after hours of being treated this way because I needed proof for my refund request and of how I was being treated. As soon as I started recording, she insulted me in English and threatened to break my phone. I have the entire interaction on video.
I wasn’t the only unhappy guest. While I was waiting, two other guests complained that the room had no air conditioning even though the hotel advertised it. The receptionist laughed at him, and he responded, “What’s so funny?”
This isn’t about protecting the French language. Hotels are for international travelers. Respect should never depend on the language you speak, your accent, your appearance, or where you come from. Judging someone’s worth or refusing to treat them with basic respect because they don’t speak your language is discrimination, and it’s unacceptable. If they want to be racist they should not advertise for international travellers.

**If you are planning a trip to Montreal, stay as far away from LeLux Hotel as possible.**
**The reception staff is extremely hostile and problematic. They refused to check us in, even after 3 hours of trying to confirm our booking. I had Agoda’s confirmation email, my name on the website, and Agoda’s customer service on the phone. Agoda tried contacting the hotel for 2 hours, but the receptionist completely ignored the calls and emails. To make matters worse, she refused to help us because we didn't speak French, which is ridiculous for a hotel worker.**
**Management doesn't care at all. I have video proof of the receptionist laughing in our faces, refusing to give us the room, and threatening to break my phone when she saw me recording.**
**While we were waiting, two other guests came down because their AC was broken on an extremely hot day. Instead of helping them, the staff called the police on one of them!**
**Save your money, time, and mental health. Avoid this nightmare place.**