The only reason I didn't give this a one star review is because the property itself is very nice. It was renovated last year and now looks quite modern with today's aesthetic standards. Also, I love how grand the main lobby is, something which is quite common in even semi-modest hotels in Asia but sadly often lacking in many nice hotels in North America. And the rooms are all suite-sized rooms, so paying this much money for a pretty gigantic room is actually excellent value.
Now for the BAD part...my wife and I got married in April 2014 and reserved a room here for our wedding night getaway. We didn't hold the wedding reception here itself but that's neither here nor there. I booked through the reservation phone line which is the property's own (not Booking.com or Expedia or any 3rd party phone line). I even reconfirmed the booking (who even does that anymore?) a few days before the wedding day to make sure everything is good. I was assured that it was, there was a note put on my reservation that this was going to be our wedding night.
Come the day itself, we found out that the hotel was overbooked and that they had arranged for us to be transferred to stay at the more unimpressive Delta Hotel, around 2 blocks away. WHO DOES THIS on someone's wedding night? We are usually very amiable (and tbh we are rather pushovers in the grand scheme of life) but on this day we were so angry. My wife was yelling in her bridal gown when we wanted to check in before leaving for the night's reception. The front desk repeatedly told us that there was a huge conference + tons of walk ins and that the rooms were overbooked. I said I didn't care as I made the reservation two months or so ago before the actual wedding date. Funnily enough, after making a very pointed complaint and bordering on making a scene, a room just "magically" became available.
What did we get as compensation from this? An apology card and what essentially amounted to a fruit basket. Apparently after causing us this much grief, we couldn't even get the room comped to us because we chose not to accept their offer of being relocated. So at the end of the day, we got a room only after we yelled for 15 minutes in the front lobby in our full wedding outfit, and we didn't even get a proper compensation out of it. I can't remember now but at best I think we were offered a pittance of a discount, which I don't even think we could use because we prepaid the room. And I'm not even sure anymore if that occured.
Great property, but I repeat: what kind of hotel KICKS OFF a couple on their wedding day who have booked the room two months in advance, simply because they filled the room with walk-ins which caused overbooking?
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- Also Known As:
- Hilton Suites Toronto/Markham Conference Centre Hotel Markham
- Hilton Hotel Markham
- Hilton Markham
- Markham Hilton
- Hilton Toronto / Markham Suites Conference Centre & Spa Ontario