Hilton Lac-Leamy

I'm extremely dissatisfied and disappointed with the service i experienced at your hotel. Upon arrival, i found no one at the main entrance to assist with valet parking, and it took a few minutes for the reception to arrive. During check-in, aya from guest services asked if i had any questions or needed information about the hotel. I found it unusual that she didn't proactively provide me with details about the hotel's facilities and services first. Why do i need to ask questions one by one first? furthermore, i had booked a room with a lake view, but was assigned a rooftop view room with only a partial lake view (see attached photo reference. When i expressed my concern, aya claimed that i had booked the correct room type and suggested i return the next day to see if they could "try" to upgrade me to a higher floor with a better view. I found this response unprofessional and unfair, especially since the online photos showed a significantly different view. The use of the word "try" also came across as unprofessional. The next day, i lined up for breakfast at the restaurant and was asked for my breakfast vouchers. I explained that i hadn't received any vouchers during check-in, but i was certain that breakfast was included with the package i booked. After a quick call to the front desk, the staff confirmed that i didn't have breakfast included. Feeling a bit frustrated after waiting in line, i asked if i could charge the breakfast to my room instead. One staff member, who assisted us to our table, stood out for her unwelcoming attitude. When i asked to be seated on the terrace, she curtly told me it was too cold outside and refused my request. However, i later noticed other guests being seated outside, which made me feel like i was being unfairly discriminated against. Her demeanor seemed selective, and i couldn't help but feel like she was choosing who to be nice to. As a paying customer, i expect to be treated with respect and fairness, regardless of my background or appearance. While eating, i double-checked my booking online and noticed that the receipt indeed mentioned breakfast inclusion. After finishing, i went to the lobby reception and spoke with emilie about the issue. She initially confirmed that breakfast wasn't included. However, a few minutes later, emilie approached me, apologized for the error, and confirmed that i did have breakfast included. In fact, emilie was helpful in resolving another issue with my room view, which i had paid for. However, the experience took a turn for the worse when i visited the restaurant in the afternoon for a coffee. A staff member questioned me about not paying for breakfast in front of my family, which was humiliating. I explained that the issue had been resolved, and she confirmed it with the reception in a call. Despite this, she didn't apologize, which added to my frustration. The whole experience felt shameful and not what i'd expect from a 5-star hotel. Unfortunately, this ranks among the worst hotel experiences i've had.