DoubleTree by Hilton Toronto Airport West

I had an incredible experience staying at this hotel! The staff was welcoming, the atmosphere was peaceful, and everything was well-maintained. I want to give a special mention to Sahil, who truly made my stay exceptional. From the moment I arrived, he was kind, professional, and always ready to assist with anything I needed.

Absolutely Horrible Experience – Stay Away!!! Rooms smelled like smoke and were full of dust—sofa and cushions were filthy. The room was clearly not cleaned properly and lacked even the most basic amenities like a trash bin, toothpaste, toaster, or electric kettle. We stayed in the "Large King Size Room," which was supposed to include more amenities, but it was a complete letdown. The toilet was dirty, and everything in the room was covered in dust. We stayed two nights and felt miserable the entire time. Late at night, I heard strange noises outside our room. At one point, it seemed like someone actually managed to open our door. I saw a woman peeking in—just her head showing—and when she noticed me, she quickly shut the door and left. It was terrifying and left me feeling completely unsafe. Parking is another scam! You have to pay an extra $16 per day for parking. The lot is trashy and doesn’t feel safe at all. The signage says, “Guests get pass from front desk. Others pay at meter.” But when you go to the front desk, they still charge you $16 per day—same as the meter. What’s the point? It’s a rip-off. When we booked the hotel, we were clearly told that parking was free with no additional cost. Total scam. Lastly, the staff is extremely rude. A man in a suit (July 7 around noon) was unbelievably disrespectful to me and my husband during checkout. His behavior was unacceptable and unprofessional. Do yourself a favor and avoid this hotel at all costs. It was one of the worst stays we’ve ever had.

Overall, my experience at the hotel was disappointing. I arrived around 2:45 PM, and although I understand that my room not being ready at that time can happen, the service I received at the front desk was far from welcoming. The staff member who checked me in, Palak, displayed poor hospitality and lacked the professionalism expected in guest service. She did not greet me properly, was visibly rude, and even tossed my room keys toward me after check-in and I am a Gold Hilton Honour member this was service you provided to your members. As someone who also works in the hospitality industry, I understand the importance of treating every guest with respect and empathy, especially when they are tired from travel. Unfortunately, I felt judged and unwelcome during the interaction. I had to ask about hotel amenities myself, and instead of assisting, she simply ignored the question. I believe additional training in guest service and professionalism would be beneficial for her. That said, I would like to acknowledge another front desk associate, Tanja (if I got her name correctly), who I observed interacting with other guests. Her demeanor was warm, attentive, and professional—truly outstanding. While I did not personally engage with her, she set a great example of excellent customer service.