DoubleTree by Hilton Kitchener — Hotel in Kitchener

I booked with the Doubletree Hilton for my wedding day, based on all of the reviews, history, quality, and customer service of the Hilton. I was fortunate enough to have all my family and friends stay at this hotel with me which resulted in over a 100 people staying there. However, during our stay, we had nothing but negative experiences for our wedding night. Many of my guests were either double booked for their hotel room, their reservations were lost , or they were being charged for meals at restaurants that they never attended. As per our wedding block contract, we were allocated a certain number of rooms and once these rooms were filled, we were allowed to book more. However, I was told that I had hit my max number of rooms allocated to our block and they were charging my guests over $300 a night to stay in Kitchener .. When I asked about this, I never got a clear answer as to why I could not book more rooms so I asked if I was able to have another six rooms held at a discounted price so some of my family could book more. Vivian (who is the sales rep at Double Tree Hilton) was kind enough to allow us to hold six rooms at a discounted price. But, I was told just that, that they would be “held” for me. My credit card number was never taken down, nor did she provide me with a confirmation number at that time.. Much to my dismay, a month later, my husbands credit card got charged for two “no show” rooms. When I tried to contact the hotel about this, I was told they tried to charge one of my guests for these two extra rooms, but when they argued with them, they took away the charge and was told “well someone needs to pay” so they searched for my husbands credit card in their computer system and charged him without his consent or knowledge. Fast forward a month later of me just trying to have a conversation with the manager and no one will get back to me despite me calling and emailing countless times. Honestly, I am a nurse who has been working during this entire Pandemic at a Children’s Hospital and I have never dealt with such poor customer service. And trust me, I deal with a lot. If I could give zero stars to this hotel and their chain I would. I do not recommend anyone booking a block here if they choose to get...

Please read why I gave 3-Star rating. I originally booked a room at the DoubleTree, which is connected to the Home2 Suites. However, when I arrived the front desk informed me that my reservation had been cancelled - and, without any prior notice or explanation. As a result, I was placed in a room at the Home2 Suites—and it turned out to be a fortunate mistake.

The rooms at Home2 Suites are much nicer, and the customer service was far superior. I still had access to DoubleTree amenities such as the swimming pool and exercise room, and Home2 Suites even offered complimentary breakfast, which DoubleTree did not.

I will absolutely return to Home2 Suites the next time I visit Kitchener. As for the DoubleTree chain, I’ll be steering clear. Cancelling a reservation without notice or the ability to provide a reason reflects extremely poor customer service. It was not a pleasant experience arriving after a long drive only to be met with news that my reservation had been cancelled - and the inability for DoubleTree staff to provide a reason or any details why it was cancelled. Please see my Home2 Suites 5-Star review - the hotel next to the DoubleTree. RESPONSE TO OWNER'S REPLY: Although I appreciate your reply, it's important to understand that when a consumer purchases a product and it fails to meet expectations, the frustration is typically directed at the product itself—not the retailer. I remain disappointed with the experience; however, given your explanation, I’m willing to revise my rating to a neutral 3-Stars. I may also consider booking at the hotel again in the future. On a positive note, I’d like to express my thanks the front desk associate at DoubleTree. She was exceptionally friendly and helpful in trying to resolve the issue, ultimately leading me to Home2 Suites....

I booked a block of rooms for my wedding in March 2025. The rooms were stylish and clean. The suite was perfect for getting ready in the morning. Hair and make up had plenty of space, along with at least 5 guests who were getting ready. The entire facility was well maintained and very stylish. This was the only flawless part of our stay.

Starting with booking, the person in charge of arranging blocks of rooms for events was a hard person to get a hold of. When we finally did reach her, we signed a contract, setting out prices for my guests. This contract was clearly just for show as many of my guests ended up having to argue with customer service for added charges on the day of the wedding bringing costs up above the agreed upon prices.

There was also no logical arrangement of rooms. I was booked in a suit in an area of the hotel away from the majority of my guests, who were placed in the tower section. This is likely due to the fact that I booked a suit and my guests had different room preferences but it was odd to have to travel across the hotel to the tower to see friends and family. It also made getting ready in the morning difficult as people had to keep running back and forth across the hotel. I wish I had been informed of this ahead of time.

The morning following my wedding, the complimentary breakfast either closed early or was not open - which seems like something you should provide notice for as many guests were relying on this before their drives home and is included in the price.

Lastly, as a kicker, my car was hit in the parking lot which I noticed as I was leaving. I did not see it happen but it was right in front of the main entrance/ Starbucks entrance. I understand this is not the fault of the hotel - but it was just a...