Canopy by Hilton Toronto Yorkville — Hotel in Toronto

I recently stayed at the Canopy by Hilton from June 29 to July 1, my experience was far from satisfactory.

Postive Expereinces: Modern Rooms: The fresh and modern room design was a highlight. Atmosphere: The hotel’s ambiance and vibe were enjoyable. Location: Proximity to restaurants, nightlife, shopping, and the subway was convenient. Beds: The beds were comfortable.

Negative Experiences: Air Conditioner: Upon arrival to the room, it was hot and humid, showing 23 on the thermostat. I changed it to 18, and a couple of hours later, it was still at 23. At this point I requested maintenance, but it was not fixed as later they had to be called again as the room did not cool down. In total, the broken air conditioner required two maintenance visits, disrupting our comfort during the stay, and required us to change rooms after 9pm. I will acknowledge that we were offered assistance with our room change and we declined, but we appreciated the offer.

Housekeeping Services: On Sunday, we didn’t receive housekeeping services while we had left between approximately 11:30am and 5:30pm. We set the room to "Service" using the touchpad control on the wall when we left, assuming this would result in the room being refreshed, but upon our return, it was not. Therefore, we had to request housekeeping services, or we would not have received any. Thankfully, we were planning on going back out for dinner, so there was an appropriate time for the service, but had we not, this would have been extremely inconvenient.

Towel Situation: During the requested housekeeping service, they took all our old towels and did not restock the room with any replacement towels. As it was somewhat later in the evening, we waited until morning to request a new set of towels. We texted the front desk at 9:11am and did not receive a reply within 10 minutes, so we called down, at which point we were advised towels would be sent right away. After 30 minutes, they had not arrived, and a follow-up text was sent to which we were informed they should be coming, and they apologized. After an hour passed by and no towels had been received, another text was sent, and a fellow hotel guest friend (Ryan Bester), who had stayed many times before, went to the desk and spoke to the Manager on duty, at which this is only when we were able to finally have replacement towels provided at approximately 10:24am. Also, an investment in more plush towels would be a pleasant upgrade as the bath towels were quite scratchy and low-quality.

Restaurant Service: The restaurant service at Dia was subpar on Sunday morning for breakfast, with delays in taking orders, missing condiments, and no follow-up on our meal, to name just a few of the issues. I would not return to this restaurant or be able to recommend it after this experience.

Check-Out Experience: Upon check-out, the desk agent’s lack of care and competence was disappointing. They asked how the stay was, and I shared that it wasn't great, to which the agent responded, "Awesome, is emailing your bill okay?" There was a complete disregard for my disappointment in the stay and a clear lack of attention provided to me as a guest, as the desk agent was working as if a robot or on autopilot. Upon asking what the total for the bill was, it was also higher than expected. It was found that it was due to charging breakfast to the room as we had received a $50 food and beverage credit due to the room change and air conditioner, but that it had not been applied. The agent then had to have another desk agent (Maria) assist in fixing the billing issues, further showing the level of incompetence of the desk agent.

Additionally, after emailing the property about my stay providing this feedback, no response was received from the hotel and it had to be escalated to Hilton Customer Service, who basically stated thanks for the feedback, sorry about your stay, have a nice day.

Overall, this was a very disappointing stay for a brand that is supposed to be a higher-end...

as i look back on my valentine's weekend stay at canopy, i wanted to share my experience while it's still fresh in my mind.

when you enter the building, you will be met with a seating area. this is not the hotel lobby. the lobby of the hotel is on the upper floor, which can be reached via the elevator on the right.

the service was good overall - the staff were friendly and professional, which i always appreciate when traveling.

i liked the lobby - small but nicely decorated with a cozy little library area. there was also a patio that looked inviting, though winter weather meant it was closed during our stay. the luggage storage service after checkout was definitely convenient for our last day of exploring the city.

one small note - guests and staff use the same elevators, which occasionally meant waiting a bit longer during busy times.

our room was adequate in size with a clean, minimalist japanese/swedish design that i found quite appealing. i must admit i was disappointed by the lack of any view - just the windows of the neighboring apartment building. the bed was comfortable and took up a good portion of the room. robes were provided (though no slippers). something i found peculiar was the pillows - they had covers that didn't fully enclose the sides, leaving them partially exposed, which seemed like an odd design choice. the lighting was well-thought-out with convenient controls by the bed. the seating area was quite small with a table that barely accommodated my laptop and a drink. i found it a bit strange that while most elements were modern, the phone and alarm clock seemed oddly dated. the usb-c plug was a welcome touch for charging devices, and having control of our own thermostat was nice.

i should also mention that there's a glass bottle available for water that you need to fetch out in the lobby of the floor, where the water dispenser is.

i must emphasize my significant concern about the bathroom situation - there was absolutely no door closing the bathroom. the toilet space is also very tight. more troublingly, there were unpleasant odours from the bathroom drains that regularly drifted into the sleeping area, which made for an uncomfortable experience. when i brought this to the staff's attention, they seemed unsurprised, explaining it was because the room had been unoccupied for a week, causing the drains to dry out. this explanation raised questions about their pre-arrival room checks.

to their credit, after an unsuccessful attempt with room spray, maintenance properly addressed the drain issue and the situation improved. the hotel sent a small fruit platter as an apology, which felt inadequate given the nature of the inconvenience.

the wifi was standard, and i did enjoy the complimentary cocktails during happy hour - a lovely touch after a day of sightseeing.

the gym facilities were precisely what you'd expect from a modest hotel fitness center - treadmills, weights, regular bikes, peloton bikes and only one weight machine. the sparkling water tap was a nice addition.

one practical inconvenience worth noting was the lack of a proper driveway for drop-offs and pickups. during winter with significant snow unplowed, this made arrivals and departures more challenging than they needed to be.

while i enjoyed certain aspects of my stay and appreciated the hotel's aesthetic, the bathroom issues - both the complete absence of a door and the drain odour problem - would give me serious pause before booking again. these are fundamental concerns that should be addressed to truly elevate the guest...

Quick review : It's an ok hotel. I would definitely not classify it as a 4 star hotel. To me it was barely a 3 star hotel. The receptionists were bad, and the bathroom was horrible. I did not feel like it was a worthy hotel and I could get a MUCH better stay at other 4 star hotels around Toronto, for the same price and better views.

Linen & etc: The quality of the bed linens was nice and worthy of being classified as 4 star. The bed was comfortable. The towels were not as great and were sub-par quality. Toilet paper was cheap too. And there was not a lot of paper tissues in the room, only a little box in the bathroom. The soap, shampoo, conditioner were nice and smelled good.

Service: The service was nice, doormen were kind and attentive. The cleaning staff was very kind too. I couldn't say the same for the reception however. The night we checked in (Friday 26th around 10pm, the worker was very professional and respectful), but the two other receptionist ladies, we spoke to, later on (Saturday night around 10pm, and the checkout lady Sunday around noon) were not as nice and respectful. The Saturday night receptionist was especially bad when she gave us a bad attitude and answered us very rudely when we asked for utensils to eat in our room. She did not offer to send it to our room nor offer us plates that we had asked for. She just said to wait and gave us some plastic utensils and looked at us weirdly. Definitely not how I would expect to be treated in a so-called 4 star hotel and even less a hotel by Hilton.

Room/Amenities: Now for the room and its amenities, it's a totally different story. It was terrible. Nothing like a 4 star hotel AT ALL. The room we got seemed to be an accesibility room (there were a lot of bars to hang on too and there was a wheelchair button to open the door). We didn't ask for that room nor did we need such a room, but it's okay it's not the biggest deal here. The size of the room was good, but that's about it. The "fridge" drawer didn't work. The TV would not connect to our phones, and the channels were half ads, so basically we didn't have access to any good media during our stay. The WORST part of our room was the bathroom. While it was big, it was horrible. A shower would make HALF the bathroom wet, and even under the toilet would be wet, and unusable for a couple hours, because it was not properly designed. And mind you, this is an accesibility room, so it should be safe... But the bathroom floor would be drenched in water, even though we tried to be super careful while showering (which should not be something we need to be careful with when staying in a hotel). The shower light did not work either so it was also another bag point in our showering situation.

The pool and gym were nice, but quite small.

The location of the hotel is good, it's closeby to all the luxury stores, but you need to walk 15 minutes to get to a...