Hilton Toronto Airport Hotel & Suites — Hotel in Mississauga

I stayed at the hotel on the night of Feb 16th. This was the weekend of one of the biggest winter storms in the area to date and I stayed due to a flight cancellation.

I was excited to relax in the pool before and early flight the next morning. I left my room wearing slip on shoes with no socks, a bathing suit, and a towel. I walked down the hall from my main floor room looking for the pool. In stairwell 7 there is a large red painting on the wall that says POOL with an arrow to a door. I opened the door where the arrow pointed and found myself outside. When I tried to go back in, the door was locked, so I tried to find another way back inside.

I walked down the stairs and then was outside and I could see the glass room where the pool was. I tried to open the exterior door to the pool room, and it was locked. At this point I am freezing cold, and my legs are a foot deep in snow. I was also unable to go around the building to the front door because it was fenced in and there was over a foot of snow everywhere and again, I am wearing a towel.

I went back up to the locked door and called the front office. I explained that while I was looking for the pool, I got locked outside and that I was outside of the door at stairwell 7 with the red pool sign (both clearly visible from outside the door). They told me to “calm down” and “stay there” that help was on the way. Minutes started to pass, and I was getting colder and colder as the snow that I had just walked through was melting on my legs. I banged on the door for several minutes and no one heard. After waiting and banging on the door for 15 minutes I called the front desk back. Again, they told me to “calm down and stay there” and that someone is on the way.

The door that I was at was literally 15 seconds away from the front desk, so I did not understand why they were not here yet as I said multiple times that I was at the door visible from stairway 7 where the red POOL sign on the wall was.

After waiting a few more minutes, and no one showing up, I decided to go back down the stairs and through the snow to the glass room was with the pool, hoping that maybe someone was in the pool area at that time that could let me in.

Thankfully, two employees saw me and let me in that way. These were the employees that they had sent to look for me. I recognize that they did send help and that was great…but those people were looking in the wrong place. On the phone, I told them exactly what door I was locked outside of, and they told me to “stay there”. I waited in the freezing cold wearing a towel for over 20 minutes and the ONLY reason I got back inside when I did was because I left the place, they told me to stay at.

They took way too long and were looking in the wrong place. The man who had helped me was very kind; however, I did not appreciate the woman. All she did was kept telling me to calm down. I was freezing cold and locked outside, waiting for way longer than I should have, is it not understandable that I was scared? After they let me in, she just continued to tell me to calm down over and over and over. That experience was literally traumatizing for me.

Why was that door unlocked to go out in the first place if it was going to lock on the other end? Why was there no sign on the door saying that the pool could not be accessed this way despite the giant red arrow that said POOL? This shook me so much that I did not end up swimming and was unable to sleep for several hours; it was very hard to relax after that experience. I had to be awake at 3:30am to catch a flight and this totally ruined what was supposed to be a relaxing hotel stay before a night of travelling. The food was good, and the room was clean and comfortable, however I am so turned off by the experience that I had, I do not plan to stay at a Hilton ever again…especially the one...

Location was nice, hotel was very well maintained, I went for a dance competition and was very impressed with how clean the staff was able to keep the conference area despite hundreds of girls running around making mess. I had an unfortunate experience with a front desk agent. We were staying on a friends and family rate, not super cheap but a savings on the regular pierce (about $150). When we first arrived at the hotel around 4:30pm we were told our room wasn't ready yet (check in was 4), he told us that they were in the room cleaning it. We said okay and went to grab a quick dinner while they finished cleaning the room. We came back at 5:50pm to see if our run was ready. We had a different front desk agent than we had had prior. He told us that our room still wasn't ready but asked if we would be okay with a room in a different floor, we said that would be fine. I then asked him why the other agent hadn't offered us that option. In response he thank me for being patient and told me that as someone who was staying on a friend's and family rate, that it should be understood we are not the priority, especially when they are in full operations. We were told that they are cleaning rooms until 11pm and that he would be happy as an employee staying on a discounted rate to get to check in before 11pm. I was taken aback by this response. I told him that I didn't think my question in regards to the other agent was rude and I was unsure why I was being reprimanded. He told me that wasn't his intention and that they had about 15 other rooms on the friends and family rate, that were told the same thing. I said okay and apologized if I was being over sensative. We took our keys and went to our room. I walked away still feeling offended, but had no intention of taking it any further. During our stay I was speaking with 2 others that were also staying on the friends and family rate. I asked them what they though about what the front desk is telling those on the discounted rate. They were unsure if what I was talking about and when I explained what the agent had said to me, they were both surprised and assured me that no one had mentioned anything about the discounted rate especially, not that there should be a lowered expectation of service because of the discount. As I have sat with that experience for the last 2 days, I feel like the desk agent lied to me and made me feel less than. To basically tell me that because I was paying a little lesson money than others, that I didn't matter as much to the Hilton. I feel belittled and am disappointed, I have stayed in a Hilton brand hotel for everyone of my daughters competitions over the last 2 months, when I could have stayed at other hotels that have been closer to where the competitions have taken place, and I always stay in Hilton brand hotels everytime I am away. It's unfortunate that staying on a discounted rate makes me less of a guest and therefore less deserving of good service, and that my loyalty seems to...

Never Again. Not up to Hilton Standards.

TLDR: Billing mistake was the last straw. Horrible customer service. They need to retrain or rehire. Avoid this hotel and opt for the other Hilton properties nearby.

I’ve stayed at many hotels, and Hilton has always been my go-to. However, this experience has made me seriously reconsider. At check-in, I had issues with the digital key, and while I understand that policies exist, the entire process took far too long. The front desk agents were decent enough, but the manager was downright rude. As someone with over 10 years of experience in customer service, I never expected such a lack of professionalism. After reading other reviews, I see that I’m not alone in having a frustrating experience here.

I was almost willing to overlook the earlier issues until I reviewed my charges after the trip and realized I was double-billed for parking. I had only parked for one night but was charged for two, on the same day. When I called to resolve the issue, I was met with an impatient, combative representative. I tried to explain the error, but she immediately interrupted and blamed me for not registering the car at check-in. This wasn’t the case—we checked in at 2 AM due to a snowstorm, and I went to the front desk later that day to register the car before exiting the lot. I also informed the front desk agent that we would not be returning since we needed an EV charger for the following night. Despite this, the representative still insinuated I was wrong, and said they’d check the cameras, but it was clear she didn’t take me seriously. It’s laughable how indignant she was when the billing mistake was clearly made on their part. Customer service here is nonexistent.

A few pointers that has worked with my Front Desk team in the past: Let the guest speak. Sometimes they just want to be heard, and cutting them off does not help keep the lines of communication open. Be patient. Guests checking in may be running on little to no sleep, the hotel is next to the airport, this is expected... Empathy goes a long way. De-escalate. If a situation starts to get heated, lower your voice to help calm things down. If you start raising your voice, the guest will tend to raise their voice too. Lower your voice and the guest will mirror you. Watch your delivery & tone. Getting bad news isn't great but getting bad news in a bad manner… is worse. Bad news can be delivered kindly—there’s no need to talk down to your guests. Drop the attitude. Follow up. Even when things go wrong, a thoughtful follow-up can turn a negative experience into a positive one.

Unfortunately, none of these principles were followed here. I would not recommend this hotel to anyone.

Special shout-out to Rahela, the Saturday night Front Desk Manager, and Shanhnaz, the Guest Services Agent over the phone. These two were especially not a pleasure...