Offers

Guestrooms

In my blog published in February, I was talking about a book that tells stories in different hotels. Here I share with you our story “The Lady in apartment four-0”.

It’s said that ghosts are spirits that haunt places. Actually, the exact opposite is true. Ghosts are the ones haunted by places. I should know. I happen to be one.

You’ve all heard stories about places stricken by tragedy that have become the wandering ground of tormented souls that died violently or suffered terribly there. These places exist, to be sure. Souls go back to the places that marked them most. Yes, they weep and, yes, they can be scary. However, no one ever talks about the happy souls, those that come back for all eternity—or at least a part of it (What can I say? In the state we’re in, we lose all sense of time.)—in the place where they were at peace, the place where they lived in dignity like nowhere else. The place where they got a taste of what the living call “happiness”.

That’s the case for me.

The first time I came to the Château Laurier was in the early nineties. I was, oh… fortyish? I’m no longer sure. Anyhow, I was running away. From Toronto, its noise, its dust, how it swelled with pride and overshadowed Lake Ontario. I was also—especially—running away from my daughter. My daughter who went around telling anyone who would listen that my mental health was too fragile for me to look after her father’s fortune. My daughter who forced me to see doctors who wrote up foregone reports, doctors who wanted to send me to rot in a hospital amid the squeaky wheels of trolleys and stretchers. My daughter who sicked notaries on me to have me sign powers of attorney and statements of mental incompetence. Ah, she sure was foxy, my daughter. She was determined. My husband had been ill for only a short while when she began to spread those dreadful lies about me. She hammered the message to my sister-in-law, her husband, and my friends. People started speaking to me very softly as if they were afraid I might flip out and attack them like some mad dog. They started to avoid me, to look at me askance. Depressed, that’s what she went around saying about me, that I was chronically depressed. She brandished neurotic psychosis about like a bogeyman. In so doing, she became my bogeyman.

So I did what I had to do. I left town after making sure she wouldn’t get her greedy hands on even a single penny. Not one. Ever. Of course, things didn’t go as planned. But it doesn’t matter anymore, not now. She can very well do as she pleases. To hell with her.

I arrived in Québec City by train and hailed a cab to Grande-Allée. I had read an article about the winter carnival in Maclean’s, I think, and there was a photo of this picturesque avenue, snow-covered, all lit up, full of cheery ruddy-cheeked faces. A friend of my husband had told me once that it was the most beautiful city in Canada. That’s why I headed there. I’d also been told it was a quiet city with no hell-raking. A city where the living was easy. A city small enough to escape the noise, but big enough for someone to remain anonymous.

The cab dropped me off in front of St. Patrick’s. I walked eastward the entire length of the street up to the National Assembly with my little suitcase in hand. I stopped to examine the  building overlooking the  old ramparts. The  autumn rain wetting the asphalt amplified the echo of the clip-clop of a horse drawing a carriage with a smiling young couple evidently very much in love. Everything seemed to be moving in slow motion. The cars—so fewer than in T.O.—the tourists, the public servants, the tall elms, they all yelled out to me: This is it, this is where you’ll be happy. For the first time since what seemed like forever, I felt relieved. I pivoted, slowly. A calèche driver was standing next to his carriage, scratching the neck of a horse at rest, its nose deep in a feedbag. The Saint-Louis gate opened onto the old city, framing it like a postcard. On the other side of the street, the Armoury beamed its neo-gothic facade. Behind it, you could make out the yet green grass of what I figured were the Plains of Abraham. And, right at the corner of the street stood a small Queen-Anne-style building whose aspect, I couldn’t say why, immediately struck my fancy. Was it the soothing charm of the brickwork? The quaint turret? The oriel windows? The stairs leading to a tastefully ornate wooden door? How can you tell what causes love at first sight? A sign read “Hôtel Château Laurier”. I liked the idea of living in a château. I crossed the street, climbed the wooden steps, and walked in.

I stayed for five years. The five happiest years of my life.

Of course, I didn’t give my real name. No credit card, either. I offered to put down a sizeable deposit. They set me up in a nice room overlooking the street. It was a modest room as I didn’t know how long I’d be staying. I had a tidy sum on me but I knew it wouldn’t last forever. I plonked my suitcase on the bed and went back down to eat. The atmosphere that reigned here was calm and muffled and filled me with an inner peace that I didn’t think I would ever enjoy in my mortal days. That night, I slept like never before. The fear that had always hounded me like a hideous gargoyle vanished.

Next day, I went out to get a few things: clothes, cigarettes. And a notebook. I ended up filling so many of them, I lost count. When I was done with one, I’d go out to get another. I knew that the housekeeping ladies eyed my notebooks. It intrigued them to see me writing in them all the time whenever they came to clean or bring up fresh towels. I wasn’t writing anything important. Thoughts, whatever crossed my mind. I committed to paper all the things I hadn’t dared tell anyone over the years.

Nice people, those ladies. The entire staff, actually. You got the impression that they were treated well here. That the work they did was appreciated. One of them, in particular, I liked a lot. Her name was Michelle. A big, beautiful woman with a radiant smile, bright eyes, intelligent and cheerful. Reserved but always friendly, without being informal. You could tell she was a fighter, that one. I would have liked to have been like her, brave and bold. The only time I showed any courage in my life was when I took off for Québec City. And even then, I wasn’t driven so much by courage as by fear. But let’s move on. Now I know everything there is to know about Michelle. I also know all there is to know about the history of this place that I chose as my residence.

I know that the current manager, a pretty young lady of thirty years, is the founder’s grand-daughter and that she practically grew up in the hotel. I know that Michelle watched her grow up. As it happens, Michelle has been at the hotel thirty years now. The lovely Michelle, this brave, bold and intelligent woman, who was hired initially at seventeen to service the rooms, today holds a key position in the hotel hierarchy after earning the trust of the owners. You can tell that there’s love between bosses and staff here. The people here are loyal, they stay on a long time. I think that the sense of calm that washes over you here has much to do with that.

The walls tell me everything. From the building’s construction at the end of the nineteenth century up until the major expansion work in recent years. I see the arrival of that family, in the mid-seventies, too. You had to think big to buy this building after leaving the Lac Saint-Jean region, where the prosperity of the forest industry no longer sufficed to ensure a comfortable lifestyle for everyone. They left, man, woman, and children, and settled in Québec City with their savings. The man began working in real estate, discovered he had a flair for the business and— presto!—he bought the Château-Laurier, which at the time was nothing more than a modest establishment, the  kind you  see in films noirs, with a wood reception desk and pigeonholes for stuffing messages in on the back wall, a small hook over each one for hanging keys. Over the years, they bought adjacent houses, made new rooms and even small apartments. The son took over the business in time and, now, the grand-daughter. When I lived here, the founder, who had passed away by then, at times came back to take a nap in the afternoon in a room that was kept just for him. The staff treated him with affection. That touched me.

I seldom left my room. I was fine here. Felt safe. Every day, I read in Michelle’s eyes that I was home here and that I would not be bothered. No one sought to trouble my peace or to uncover my secret. Each morning I would step out to get a pack of cigarettes at the corner convenience store and then went back to my room to write. I ate out sometimes, but that was rather rare. I was just fine in my château. I felt here like a princess secluded on her country estate.

After a few months, I was offered to move into one of the  small apartments on the ground floor. It’s cheaper than renting a room by the day. I figured that, this way, my tidy sum would indeed last longer. So, I settled in apartment four-o, facing the Plains. The view wasn’t anything spectacular. But my dwelling opened onto a quaint little inner courtyard where I could, whenever I felt like it, go walk around and stretch my legs. Michelle and the other employees continued to ensure my well- being and tranquility. On summer nights, I could hear through my open window the clatter of tired horses returning to the stable at the end of a day spent looping through the same course for marvelling tourists. They were my connection to the outside world, the horses were. The echo of their clip-clop led me to every corner of this old city that I never visited otherwise.

Then, one day, my daughter tracked me down. She had put a private investigator on the case, I think. How long had she searched for me throughout the land before finding me here? How did she pick up my trail? I remember feeling a strange sense of victory for having been able to keep her at bay all those years. She landed with her papers drawn up by notaries and doctors, asked to see the lady in apartment four-o, and took me back to Toronto. I didn’t put up a fight. I was tired. I was taken to a very nice home where qualified people looked after me to the end. I don’t know what she did with my notebooks. Did she read them? Burn them? Frankly, I don’t give a damn.

Apartment four-o no longer exists. The hotel was expanded and modernized. There are reception halls now and new rooms along with others that kept a more vintage style. The restaurant is gone but catering services are offered and you can order room service from an establishment next door that serves barbequed chicken.

I’ve taken up residence in the presidential suite. Don’t ask how I got here, I have no idea. All I know is that at one point my spirit left my body and found itself here where I had known serenity. All sorts of people stay at the suite—dignitaries, celebrities, and ordinary folk alike. I get a big kick out of watching them live, but I never bother them. I suffered so much from people not respecting my quietude, the least I can do is respect that of others. It’s a wonderful place, very bright, with huge bay windows looking out onto the Plains of Abraham that I had only guessed were there when I was alive and that I can now behold to my heart’s content. I see families strolling about, people practising various sports, others picnicking. In the winter, the  dark silhouettes of the  tall elms watch over the  guests’ slumber like benevolent ancestors.

Michelle comes sit on the leather couch sometimes when the suite isn’t occupied. She settles down a few minutes, long enough to breathe out into the bountiful light flooding in through the large windows. She meditates, goes over the week’s agenda in her mind, reflects upon decisions to be made, or simply clears her head a little before going back to work. She’s the one in charge of the other employees. She looks after everything. And I look after her.

Sometimes, I sit next to her and listen to her memories. She’s seen it all in the thirty years she’s been here, Michelle has. The wild nights of Saint-Jean-Baptiste Day, when the gawkers came back from the bonfire like people possessed, the riots, the political summits, the parades of the Carnaval and the snow sculptures in front of the Armoury. She also saw it go up in flames, the Armoury. She contemplated the sad sight of the smoking stones in the wee hours of the morning. She heard the cries and smelled the smoke bombs of the Summit of the Americas. She has handled party animals and rowdies, on guard at all times to preserve the peace for the people that choose to hang their hat here for a few days, months, or years. She always did what she had to do with the calm, patient strength of someone who knows the value of a job well done. Born into comfort, I admire her. I see this woman who arrived here as a wide-eyed adolescent offering her physical vigour and what she’s become. A judicious person who can be counted on without fail. Everyone here has the  utmost respect for  her, not  to mention tremendous affection. She now holds all the keys to all the doors, but I know she remembers well that time in her youth when chambermaids threw the dirty linen out the windows into the inner courtyard, too  embarrassed to  be  seen carrying the  bundles to  the  old laundry by way of Grande-Allée. She remembers when they allowed her to take her children along on her housekeeping run when they couldn’t go to school. She remembers the little two-year-old girl who wobbled to her with open arms, laughing, and who is now her boss.

 

 

She’s such a nice person, Michelle is. When I sit  next to  her on  the  couch in  the presidential suite, I can feel  it. She’s at peace with herself. Just as I am.

 

Marie Christine Bernard is a writer and a professor of literature. Her books have allowed her to travel just about everywhere in the world and to visit and assess all sorts of hospitality establishments, from the most  modest  to  the  most  lavish. Her credentials  and  knowledge  of  the  industry  rest on two legs. First, she was raised in Carleton-sur-mer, in the Gaspésie region, a tourism hotspot since the 1850’s. Second, her family has owned a hotel there since 1979 and ran a restaurant there for some twenty years ranked among the top one-hundred in Canada. It would have been a crime not to have her contribute a short story to this collection.

Offers

Guestrooms

Our cars help us drive. Our phones answer questions. Our watches encourage us to walk more and monitor our sleep cycle. Every day, we’re assisted by technological tools. But what about meetings and conventions? How is artificial intelligence being used in the tourism industry and what kind of impact will it have in the years to come?

So far, new technologies that incorporate artificial intelligence have been one of the biggest convention trends of 2018.

It’s time to take a serious look at a form of artificial intelligence that’s being made available to our customers with increasing regularity: virtual assistants, or VAs. Virtual assistants are changing the way we travel and are poised to change the way we plan events, as we strive to better meet participants’ rising expectations—particularly where smartphones are concerned.

Robots help streamline the customer  path

Like Amazon’s Alexa and Google Home, Sam, Louis, and Carla are virtual assistants—a form of robot software. They allow users to communicate naturally and on an ongoing basis with the assistant on the other end using a messaging service (like WhatsApp or Messenger) or automated conversation technology (like Google Assistant).

These chatbots are developed specifically for companies in the travel industry: Sam is a smart travel assistant for mobile developed by FCM Travel Solutions, Louis helps Air France customers, and Carla is one of several virtual assistants offered by Carlson Wagonlit Travel (CWT).

The main goal of these VAs is to make life easier for travelers.  In their current state of development, they can only answer frequently asked questions. But they’re expected to grow more intelligent in the near future, able to assist travelers at each step in the consumer path, which includes:

  • Inspiring potential travelers and helping them make decisions about their trip at the outset
  • Helping them plan their trip
  • Providing assistance for booking transportation, accommodation, and related services
  • Improving their travel experience throughout the trip

 

What will the weather be like when they get there? Has the flight time changed? What kind of shuttle service is offered at the airport? Where is the hotel? What are some nearby restaurants? The bots will have the data integration capabilities needed to answer all these questions and more, 24/7. In fact, they will be able to do a lot more, since their ability to learn will make them proactive, allowing them to anticipate questions and suggest solutions to problems.

Virtual assistants are not the only application for artificial intelligence in tourism. There are several others we use daily without even realizing it: for instance, the programs used by online agencies and fare finder websites to continuously find and renegotiate airfares and get the best prices. But whereas those sites can only respond to direct customer queries, virtual assistants remain in contact with our customers all through the day. With their permission, they can access a wealth of data and integrate it in a split second, allowing them to be present, useful, and relevant throughout the entire trip.

Differentiation through hyper-personalization

Pulling up a specific weather report, suggesting you take a taxi to avoid being late to a meeting in your calendar, recommending an Italian restaurant less than a kilometer away from your hotel―the assistance will not be random. All interactions between VA and user will be based on habit, schedule, and personal preference.

In addition to continuously learning from thousands of answers given to other users, virtual assistants will have access to a considerable amount of data from many sources: your file with the travel agency, flight booking, hotel loyalty card, personal and professional digital calendars, and possibly even the activities you select for a convention, published in real time by the convention organizer. Virtual assistants could even use the personal preferences you express online to improve the quality and relevance of their recommendations, including the one for that Italian restaurant.

For conference organizers, the ultimate goal of such hyper‑personalized service is to stand out from competition, build trust-based relationship with travelers, foster loyalty, and turn conference‑goers into brand ambassadors in their personal and professional networks. That explains the current race between several airline companies, hotel groups, travel agencies, and fare aggregators to develop these virtual assistants.

How will artificial intelligence affect our work?

We are still in the early stages of this technological revolution and its impact on customer service. Should we be wary of Sam, Louis, and Clara? What do they mean for us and our work?

Technologies and applications based on artificial intelligence are and will continue to become increasingly present in all areas of our lives. That is why, in the next few years, we expect a rise in the demand for virtual assistants who help users book business trips, make the most of conventions, and discover everything a destination has to offer.

You have to think of virtual assistants as resources you can delegate customer-related tasks to. Their ability to handle basic logistics is often cited as an opportunity to give staff more challenging work, since repetitive and thankless tasks will be delegated to the VA. These technological solutions are a way to free up time and resources for more complex, creative, and profitable assignments, such as developing new products or services adapted to specific clienteles looking for new and exclusive offers.

It seems likely that the high cost of attending international conventions will increasingly need to be justified by the potential for accessing exceptional content or the opportunity to connect with other participants who share common interests in a direct and organized manner. The formula for these events will likely need to change, as attendees seek to shorten their stays. We’ll need to find ways to offer an onsite experience for people who want to attend remotely—one that delivers many of the same benefits as physical attendance, including the possibility of interacting with people at the event.

Virtual assistants depend on the existence and accessibility of big data to function. That’s why we can expect them to evolve over time, potentially providing us with a deeper understanding of our customers’ expectations. Of course, those evolving capabilities will likely raise questions about confidentiality and data security.

Artificial intelligence or emotional intelligence?

The World Economic Forum recently identified artificial intelligence as a key factor for success. The ability to deal with one’s emotions and react to the emotions of others is a fundamentally human trait. In fact, one of the main concerns with virtual assistants is precisely the risk of losing human contact in customer relations.

While communicating information about a room change for a meeting or late start to a session may not necessarily require human intervention, settling a dispute with a supplier or correcting a major mistake that requires an apology and satisfactory resolution will always be better handled by an actual person.

In an industry like tourism, face‑to‑face meetings and interactions will always be a key part of any company’s success. While the use of technology can improve customer service in certain ways, nothing can replace the human contact that alone can create an emotional bond―a connection with the destination, locals, and tourism professionals that everyone tends to seek while traveling.

To that point, Québec City’s human scale and friendly vibe are essential to its success as a tourist destination. The same goes for the welcoming, family feeling you get as soon as you enter the lobby at Hôtel Château Laurier Québec.

MY FAVORITE!

I’m moving! As you read this, I will probably be busy packing boxes to move to a new home. I’m leaving Québec City’s Montcalm neighborhood to settle in St-Roch. I’m very excited about moving to a new neighborhood. There’s always something new happening in St‑Roch, so even though I know the neighborhood well, I’m sure it still has many wonderful surprises in store for me.

St-Roch is overflowing with restaurants, cafés, and independent shops. Care for a few examples?

You can sample different kind of sparkling wines, including several varieties of champagne, at champagne bar La Champagnerie Québec. If you’re looking to saber your first bottle of bubbly, this place is for you. The food is also fantastic and features fresh, local fare.

Cocktails more your thing? Why not take an evening class at Ateliers et saveurs?  The classes can accommodate up to 18 people. You’ll learn to make three cocktails and then enjoy them with three surprise tapas!

Want to bring your children a souvenir from your stay in Québec City? Go to Benjo. Once inside, your only problem will be choosing from all the books, toys, board games, figurines, crafts, dolls, and baby blankets. It’s worth a visit just for the experience.

I look forward to welcoming you to Québec City and running into you in St-Roch in the near future!

 

Offers

Guestrooms

There’s nothing like tackling a challenge with friends, co-workers, or your group to build bonds and create lasting memories of your trips!

A challenge may engage your observation skills, pique your desire to learn new things, or inspire you to push yourself intellectually or physically. Whatever you’re looking for, Québec City is a great destination for adding some excitement and originality to your stay.

Here are five activities that are loads of fun but also emphasize teamwork. In a world where information sharing and cooperation are increasingly important, these challenges will delight both vacationers and business travelers who want to add a little pleasure to their trip.

1) Mysteries to solve

Like any self-respecting historic town, Québec City holds its fair share of secrets. Over the years, these secrets have inspired outrageous legends, and now people are clamoring for answers to the city’s intrigues and mysteries. Enter adventure company Avacture. Avacture cleverly weaves fact and fiction into original activities challenging you to solve a riddle worthy of the Da Vinci Code, all set against the beautiful backdrop of Québec City. Participate alone or in small groups, on your own or with a guide, during the day or at night. Activities are offered in multiple languages.

Give your brain a workout, feed your imagination, be the hero of your own adventure, and learn more about the history of Québec City as you wander its narrow streets soaked in mystery. What a challenge! But also what a wonderful way to spend quality time with your partner, your friends, or your group!

2) Test your knowledge!

Guided tours can seem rather passive for some people, especially when they’ve already read up on their destination ahead of their trip. What could be better for such curious types than challenging them to show how much they know?

You may know the travel firm Tours Voir Québec for the quality of their guided and private tours, but they also offer walking historical scavenger hunts  that will really scratch a history buff’s itch.

Accompanied by tour staff from start to finish, participants are grouped into small teams of three to five and provided with all the gear they need to find their way, record their observations, and try to win. At the end the results are added up, everyone’s hard work is rewarded, and the winning team can proudly celebrate victory!

This activity has everything to make it a memorable outing: visits of Old Québec’s most important historical sites, professional guides, symbolic prizes, and plenty of fun.

3) ADD A LITTLE TECH TO YOUR CHALLENGE?

For many travelers, technology goes hand in hand with adventure. “Georallies” give tech-lovers the best of both worlds, offering history, intrigue, and mystery all via GPS for that modern touch that will motivate them to complete the challenge.

Ilot des Palais’s georallies are designed around different themes to appeal to a variety of interests. There’s a snow georally, and one inspired by geocaching with physical and virtual caches that show off Québec City’s role in our world heritage. There’s also one designed around Québec’s beer-brewing history, which wraps up with a beer tasting. Definitely well earned!

In addition to georallies, Ilot du Palais also offers virtual archeological digs which combine the fascination of history with the appeal of the latest technology. Participants use geolocation to find artifacts exactly where archeologists excavated them, and a digital tablet to display and interpret them.

4) An enchanted forest for the kid in you!

Tucked in a secret valley in St-Raymond de Portneuf, less than 60 km from Hôtel Château Laurier Québec, a fantastical realm of dwarves and gnomes awaits. This outdoor adventure will delight grownups as much as kids. With your gnome hat on your head and your card, gnome-counter, and keys in hand, you’ll explore the forest in search of the secret code you need to enter a magical world. Your hosts, two friendly gnomes by the names of Gustave and Rosie also put on a colorful show!

But be forewarned, this challenge is only for the kid at heart!

5) How much adrenaline can you handle?

For some travelers, a challenge is not a challenge without a burst of adrenaline. If that’s you, we’ve got you covered with three outings sure to get your heart racing. All three take place at Canyon Sainte-Anne in Côte-de-Beaupré just 40 km from our hotel.

In the first, face your fear of heights with the Air Canyon experience. From 90 meters up, you’ll speed across a chasm formed by the Giant’s Pothole and the stunning waterfall pounding down at the center of Canyon Sainte-Anne. But don’t worry, you’ll be safely strapped into a chair to enjoy the breathtaking view of this unparalleled location so close to the city.

The second challenge is more sporty: a zipline across the canyon. Experienced guides and special equipment (a helmet, harness, and safety straps) are part of the package so you can relax and take in the beauty from your vantage point 60 meters above the ground and the waterfalls.

The third challenge is for the most daring adventurers who want to try one of the Via ferrata trails. Part hike, part rock-climbing, itineraries are available for beginners and more advanced hikers alike with different lengths and levels of difficulty. Whichever one you choose, spectacular waterfall views and jaw-dropping excitement are guaranteed!

As you can see, the area around Québec City offers all manner of challenges to satisfy everyone from the safest to the most adventurous explorer. And these are just a few! Feel free to contact me if you need more information about the excursions described here or any other idea you’d like to discuss so we can provide the ultimate guest experience.

MY PERSONAL FAVORITE!

Have you heard of Où tu vas quand tu dors en marchant? This outdoor experience is presented by Carrefour international de théâtre in Québec City. Visitors are invited to walk through various fantastical scenes, each very different but all sure to spark strong emotions and deep reflection.

The version offered in 2017 and 2018 leads you through a series of immersive experiences: a world where the inhabitants and artists wear costumes made from recycled materials; a factory where surprising objects are made by women from all over the world; a long narrow space of perpetual motion and light; a deafening political demonstration; and an imaginary, poetic world.

I walked out of this experience very moved. I found myself asking questions about how we live and how people live elsewhere, our consumer behaviors, and our responsibilities as citizens and human beings. Between the setting on Parliament Hill, the accessibility of the experience (the displays are very visual), and the creative layout and scene-setting, every element encourages reflection and an awareness of our actions and our values. Definitely a favorite!

On behalf of myself and all the staff at Hôtel Château Laurier Québec, I hope you find lots of favorites during your stay in Québec City. And don’t forget to mention to group leaders who stay at our hotel to ask for me when they arrive. I have a gift for them!

A LITTLE ABOUT DANIELLE…

Danielle Talbot’s colleagues describe her as an engaging and reliable person who really knows how to get things done. Danielle loves how Hôtel Château Laurier Québec feels like a big family, where the staff all try to take care of guests the way they would take care of someone in their own family. It motivates her and makes her proud to tackle new challenges every day!

Danielle’s office is located at Hôtel Château Laurier Québec, between Battlefields Park and Grande-Allée and only steps from the old city walls—right in the heart of the action. So feel free to drop by and see her if you would like more information on the topics discussed in this newsletter or just to share your comments! She loves to hear from you! danielletalbot@vieuxquebec.com 418-522-3848 ext. 675 or toll-free at 1-866-822-9222

Chat