Service- Poor. When we made the reservation over the phone, we were put on hold 3 times and had to wait 30 min to make the reservation. After we were told that the reservation had been made, someone from the hotel called us back 20 minutes later asking us if we wanted to make a reservation. After telling them we already had, they said sorry and hung up. Then, 30 minutes later, the manager of the hotel called us back asking us if we wanted to make a reservation AGAIN. How is it that Hilton staff didn't know by then that we had a reservation?
Upon our arrival, it took us 25 minutes to check-in. There was a large bus of people that had just arrived at the same time as us. I understand that this happens, but there was no direction from the staff on where to stand in line. The lobby is shaped awkwardly, so this resulted in everyone standing in different places, unsure of where we were supposed to be.
Part of the frustration with our check-in, was that there were 4 computers at the front desk, and each one had a staff member on it. However, only two of these people were actually checking people in. When we finally got to the desk, the attendant didn't even apologize for the wait or anything.
There was nothing terribly bad about the service, just little things that if I am paying $300 a night for a room, I expect to be said "hello" to when I walk by the front desk instead of being ignored.
We were using gift cards that we earned from a previous negative stay at another Hilton. We received confirmation the night before we left that the gift cards had been processed. However, when we received our final bill, only one gift cards had been processed. If we had not checked the final bill, I would have never known this. When we went to the front desk to try to correct the situation, the attendant tried to tell us that we were wrong even though our bill clearly stated that the other gift card had not been processed. It took around 5 minutes of arguing with her before the situation was rectified.
Value- Poor. Had we not been using gift cards, we would not come back as it is too expensive for the services that you receive. There are plenty of other hotels in the city that are less expensive and have better rooms/service. Also, I felt that the parking fee of $40 per night is rather excessive.
Sleep Quality- Average. The pillows were absolutely terrible, no support at all. The mattress was very hard. However, when we were checking out I noticed a sign behind the front table (almost hidden) that said that the mattresses were adjustable and that you could change the firmness of the mattress. I don't know if this is true, but it would have been nice if someone had told us that or if there was a sign in the room somewhere saying that.
Cleanliness- Very good. Very clean.
Location- Very good. Walking distance from all the major points downtown Toronto. I assume that most of the price of the hotel is based on its location rather than its service or rooms.
Rooms- Average. Nothing exciting. We stayed in a whirlpool suite. The whirlpool tub was definitely a plus.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 12, 2013
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Please accept our sincere apologies for the poor service you received around your recent stay with us. We strive to provide the best guest service possible to all of our guests before during and after their stay and we understand your frustration. We will use your experience as part of our ongoing training to provide the quality hospitality our guests deserve. We are glad to have met your needs for accommodations and that you were able to enjoy the whirlpool in room. We welcome any additional comments or suggestions you would like to make and if we may be of any additional assistance, please do not hesitate to contact our offices directly. We hope to have another opportunity to show you the quality service and stay you deserve from our brand should you return to the area in the future.
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.