Hilton Garden Inn Toronto/Oakville — Hotel in Oakville

BEWARE BED BUGS

Worst hotel service I have ever experienced in any chain, but we have stayed in Hiltons in Aruba, the USA and Canada and never experienced service this poor.

As you can see all my pictures are taken as we drove away from this nightmare. When we first checked into the room there was someone’s dental flossed on the bed, my daughter found it and I told her it was fine, no big deal, no reason to cause a stink and I picked it up with a Kleenex and threw it in the garbage. We went for swims, had showers, ate dinner in the lobby then came up and got into our pajamas and my son jumped under the covers to watch the hockey game. Twenty minutes later my son felt something crawling up his scalp and when my wife investigated she found the bug crawling up into his hair. He came running over to me in the other bed and I scooped the bug into a cup. The evening staff were rude and unhelpful when I brought the bug down to her in a cup which she proceeded to snatch out of my hand and then refused to hand it back when I asked to take a picture of the bug. I told her that we didn’t feel comfortable staying in the hotel anymore and wanted to check out and get a refund. I proceeded to go back upstairs to pack up and then went back down. At this point her whole demeanour changed and she made us feel like we were inconveniencing her and when we asked for our money back because we were leaving she got down right confrontational, miserable, had terrible attitude with us and was unhelpful. Only when I started to threaten going to Oakville Health department or started alerting the other people staying in the hotel that were walking around the lobby did she begrudgingly start to help us. After much back and forth and having to warn many others in the lobby of the bugs did she finally deal with the situation.

We have always seeked out Hiltons for our stays, they have a fantastic reputation and have always exceeded our expectations before this. Unfortunately this experience has severely deteriorated my confidence in the brand and clearly their exceptional levels of hiring have...

At first glance this hotel does not seem that horrible. As our stay continued and we ventured into the pool and hot tub I noticed how boring and not very well kept it all was. There was not hair floating all over the place which was nice to finally see but they could do such a better job with keeping things clean and up to date. Would maybe a soft color changing light in the hot tub be too much to ask to liven up the place a bit and some music would be nice. The staff are nice but could sure do better with their customer service skills. They seem to not be very happy with their job. A smile wouldn't hurt. I feel they also should practice better manners and offer you absolutely everything they can to make your stay better. For instance, my husband and I wanted to use the hot tub, we were supposed to change in out room and take the elevator down to the main floor from the 5th and walk right into the front lobby where the front door is in our bathing suits. No house coat was offered and I feel there may be quite a few people who would feel uncomfortable walking past the front door and lobby in their bathing suits. We ordered desert to our room and it was nothing like what was described in the menu. Very cheap version of maybe leftovers they had to get rid of? Morning came and it was breakfast time. Now we did add the breakfast option when booking the room initially, if not then you do not get the option to have breakfast at the hotel. The selection at the buffet is not horrible. There are no bananas for whatever reason, not sure why, who doesn't offer bananas at a breakfast buffet. We sat down and my husband went for the buffet. I asked a server if it was an option to ask for anything else. They said I had to fill in an order form for anything specific like an omelette. They handed me he paper and that is when my husband decided to order something as well. We ordered eggs, an omelette and two different types of meat but when our food came, they had completely ignored our request for the meat and simply brought us eggs and an omelette. Customer service at this hotel could...

Although, I’ve traveled across many countries and have always stayed with Hilton due to my Diamond status with them, I’ve never experienced this level of customer service that I received which I was prepared to forego because people from different parts of the world are often different not rude purposely, but the way they go by the printed list of the guests by their room numbers for breakfast is odd and very dated—not to mention they stop you while entering the breakfast area and tell you to stand aside if breakfast is not included during your stay even AS A DIAMOND MEMBER (which is unheard of and even if that is the case, the staff need to be trained better because the guests could always redeem their points for breakfast) and to top it up they did not have any kind gesture to address guests that have been loyal to Hilton for years. Only because of the gentleman at the breakfast entrance named “Kevin” and the poor training provided and supervised by the manager on duty, I’ll be discontinuing my Diamond status with Hilton immediately and I’ll continue with Marriott from here onwards. If such a drastic step is being taken, it should wake them up as to how they shouldn’t be losing loyal customers due to utterly poor customer service and profoundly insulting behavior. It won’t just stop here, though; I will contact the Hilton corporate office straight away and will make an official complaint against the management of this very hotel being operated under Hilton. Either the staff do not know what the Diamond status really means or they’re simply differentiating and discriminating against guests for some reason. It’s simply acceptable that there was no professionalism and no apologetic attitude (until the time we checked-out and expressed how displeased we have been) when they could easily have called my room and explained/discussed the situation when I walked away with my wife from the...