Mary M. Motta

Wish I could give zero stars. I pre-paid for 2 rooms with my booking. We showed up after the designated check-in time and waited approximately 35 minutes in a line to get checked in. Was told I’d have to wait an hour for the two rooms to be adjoining, despite my request. We said it’s not worth another hour’s wait after transit, so we’ll take 2 rooms apart. Well, turns out they had NO second room available. It was another 4 hours before we could access the second room. And it wasn’t just this wait, it was, “we’ll let you know in a half an hour,” “we’ll call you in 10 minutes,” “it won’t be more than an hour,” etc. (all lies) over and over until they could finally manage to get me access to the rooms I’d paid for. Somehow it took over 4 extra hours to clean a room that we were expected to be in by 3pm. They would not compensate in ANY manner and simply blamed their corporate system, saying all across Canada people can’t get their rooms. But we saw no one else with this issue in the giant line of people waiting to check-in. I called corporate to ask what the deal was with not being able to get into a second room until later in the evening. They literally told me at Hilton corporate that they “can’t guarantee the guarantee.” Laughable! I can’t believe they did this and refused to help in any way or expedite the issue. Normally, I don’t mind a wait and things do happen, which I understand. But I was treated like I was stupid for wanting to check-in to 2 rooms in the same day when I’d booked ahead and pre-paid them. Without this issue, this hotel is mediocre at best. Dated rooms, horrible parking, understaffed, and dirty common areas. And the walls are paper-thin. We were treated to dozens of kids screaming in the halls even late at night because this is a prime spot for kids sporting travel. Not to mention pricey! Make no mistake, you do NOT get what you pay for here. I would never stay at a DoubleTree again even without the room screw-up. Avoid this place like the actual plague!