I did not have a pleasurable stay at this accommodation. The main issue was that I was unable to sleep due to the curtains over the windows not blocking hardly any of the light from the street during the night, and there was a lot because there is a very bright street light positioned right outside of the window, which is right next to where the bed is set up. The mattress itself was just OK, not uncomfortable but not especially comfortable either. The pillows were like thin wafers. Further, my partner and I typically sleep separately, so I always book accommodations that list additional sleeping surfaces. The convertible sofa/futon and convertible lounge were *insanely* uncomfortable. When laying down on either of them, the metal bar where the hinge is located could be very prominently felt, and any cushion that may have been there previously as a buffer was long gone. These were not at all suitable for sleeping, so my partner experienced very bad sleep as well. They should be replaced.
I voiced these concerns and some others immediately after the first night, at 8am the following morning. I will take some responsibility here because I think I could have been more firm in my initial message about what I needed to happen, but I hadn't slept at all (not a single wink) and was having some difficulty organizing my thoughts and articulating them clearly. Still, I could have waited some. Anyway, this is one of those AirBnBs where the hosts/owners are insulated by a person who lives very far away but responds to your messages promptly. This feels nice at first, before you realize this person is powerless to help you and they're only able to answer the most trivial of questions. Because of this absentee host/chain of command/communication issue, there was no solid resolution proposed to me until after the third night of a five-night stay, at which point I had already booked a different accommodation because I was not sleeping. I had messaged with several followups, which the helper acknowledged promptly, but they were still waiting on a response from the owners/hosts, which didn't come until it was already much too late.
They denied me a refund for the final 2 nights (this decline response came VERY quickly after I initiated the refund request - funny how there was no delay there), and instead offered me what I took to mean 10% off the first 3 nights. They claimed they were sending a technician to install new curtains and bring better pillows, which is why they would only offer the discount for the first 3 nights. I can't confirm this improvement work actually took place since I was already gone to a different accommodation by that point. I certainly hope they follow through with it, as well with replacing the worn and low quality furniture which is not in any way adequate as a sleeping surface.
It's currently the day of checkout and I have not received that refund, or any indication about when it might be coming. I said yes to it about 48 hours ago.
I think the right thing to have done here would have been to make a policy exception and refund me the final 2 nights, and then promptly address the issues for future guests. If that had happened, I probably would not have felt the need to write this exposé
Otherwise, the space was clean, reasonably well stocked, there were some hazelnut chocolate candies left for us, and the nights were quiet, at least. It would have been well-positioned for activities we had planned around Old Montréal, however, we were not able to do most of them due to lack of sleep. It was very disappointing, and put a serious damper on our trip.