Homewood Suites by Hilton Toronto Oakville — Hotel in Oakville

I'll start with the good. The hotel is nice, quiet, clean and in a good location. That said, I have stayed in many Homewood suites in many locations and I will say that these suites in Oakville are by far the smallest suites in this chain yet the prices are still high and reflective of the same chain with much bigger units. |The main problem with this hotel is management. We had a mix up with our reservation when we travelled with our hockey team - I had booked a room and the team had also booked a room for us - and when we checked in it was noted that we had 2 rooms reserved when we only needed one. Because we were past the cancellation window the hotel charged us a $270 cancellation fee for the room we didn't use, plus $270 for the suite we stayed in. SO our one night stay cost us almost $600. Now I understand the need for cancellation fees given the number of no-shows. But this was not a no-show circumstance. We were guests at the hotel. And this wasn't a typical circumstance. I can also understand the need to charge a fee if the hotel is sold out and they could have otherwise sold that room. But our team was pretty much the only guests in the hotel that weekend. So it is not like the hotel was out of money by holding the duplicate room. We tried and tried and tried to speak to someone who could help...maybe they could apply the cancellation fee to a room for a second night instead of a refund. Maybe, as Hilton Honours members we could get a discount on the room we did use so that we were not out so much money. Maybe they could have honoured the late check out that was asked for (and should be automatically given to HH members) and should have been able to be granted because there was NO one else in the hotel but us. But every single person we spoke to at the front desk just shrugged and said there was nothing they could do to help and to wait until Monday and the manager would be in touch. An email was sent to management from our booking agent to request a refund for the cancellation fee. It was a short and flat out no to them. And email was sent by me and it was ignored...not even responded to with a blanket response. The manager was never in touch. The manager never bothered to address this in person...even if the result would still be the same. Just total avoidance and honestly crappy treatment. So we are out a lot of money for a mediocre stay with appallingly horrific customer service. We won't be back again. And if you're wise you will choose one of the many other nice hotels in the immediate area that likely have much friendlier and...

I'll start with the good. The hotel is nice, quiet, clean and in a good location. That said, I have stayed in many Homewood suites in many locations and I will say that these suites in Oakville are by far the smallest suites in this chain yet the prices are still high and reflective of the same chain with much bigger units. The main problem with this hotel is management. We had a mix up with our reservation when we travelled with our hockey team - I had booked a room and the team had also booked a room for us - and when we checked in it was noted that we had 2 rooms reserved when we only needed one. Because we were past the cancellation window the hotel charged us a $270 cancellation fee for the room we didn't use, plus $270 for the suite we stayed in. SO our one night stay cost us almost $600. Now I understand the need for cancellation fees given the number of no-shows. But this was not a no-show circumstance. We were guests at the hotel. And this wasn't a typical circumstance. I can also understand the need to charge a fee if the hotel is sold out and they could have otherwise sold that room. But our team was pretty much the only guests in the hotel that weekend. So it is not like the hotel was out of money by holding the duplicate room. We tried and tried and tried to speak to someone who could help...maybe they could apply the cancellation fee to a room for a second night instead of a refund. Maybe, as Hilton Honours members we could get a discount on the room we did use so that we were not out so much money. Maybe they could have honoured the late check out that was asked for (and should be automatically given to HH members) and should have been able to be granted because there was NO one else in the hotel but us. But every single person we spoke to at the front desk just shrugged and said there was nothing they could do to help and to wait until Monday and the manager would be in touch. An email was sent to management from our booking agent to request a refund for the cancellation fee. It was a short and flat out no to them. And email was sent by me and it was ignored...not even responded to with a blanket response. The manager was never in touch. The manager never bothered to address this in person...even if the result would still be the same. Just total avoidance and honestly crappy treatment. So we are out a lot of money for a mediocre stay with appallingly horrific customer service. We won't be back again. And if you're wise you will choose one of the many other nice hotels in the immediate area that likely have much friendlier and...

I stayed at your hotel on Saturday night with my son and parents after attending the Jays game in the afternoon. We returned to the hotel around 8 p.m., looking forward to a swim—but were disappointed to find the pool closed for cleaning. It was frustrating not to be able to use it after a long day, especially with kids. Cleaning the pool during the day or evening hours isn’t ideal—please consider scheduling it overnight to avoid inconveniencing guests.||We did get to enjoy the pool the following morning, but unfortunately, I slipped and injured my knee when stepping back in after using the restroom. The edge of the pool is slick, smooth concrete, which is a serious safety hazard. I strongly recommend adding an anti-slip surface or tape around the stairs and pool edge to help prevent future injuries. Safety should be a priority in wet areas like this.||I also want to mention that I emailed the hotel directly after our stay to express these concerns and never received a reply. I hope this review gets more attention and that changes are made to keep future guests safe.||Lastly, when we moved the chair to open the pull-out couch bed, we noticed a large brown stain on the carpet underneath. It was unsightly and really off-putting. Cleanliness is a key part of guest comfort, and that area clearly hadn’t been checked in some time.||I hope management takes these issues seriously—both for safety and guest...