DoubleTree by Hilton Hotel Toronto Downtown — Hotel in Toronto

Update: they took another 250 out of my account

Edit: Will never book at a Doubletree or Hilton ever again.Not happy whatsoever with my whole experience here. Booked on Expedia and chose the option to pay at the hotel. Ive done this several times before on the platform with no issues. I just pay out if my bank account when I get there and provide a card for incidental. Literally every other hotel does this with no issue. There were two transactions taken out if my visa debit before the trip anyways, one for 50 and one for 347 and I emailed to ask why since im paying at the hotel and no response. If im paying at the hotel, why are these charges being taken out beforehand. Even if its a hold, what part of pay at the property was unclear in the selection process? I get to the hotel and paid a deposit by the same card for 250 for one night, which I thought was a little much. Like im less reliable when the sign on the counter says 50 dollars deposit per night. Apparently this is policy, which seems ridiculous too. I was assured that in the morning, I would be refunded my money right away, it would not be a hold because I've paid with thr chip card so it woukd be a refund. So already, I dont like how im being treated for using a debit card. Yesterday, another transaction for just under 200 came out of my account. So all in all, Doubletree has 844 dollars of my money, and they want me to pay AGAIN now at check out claiming they were all holds and they've all been released. They are not holds, the transactions have been taken out of my account two of which before I had even checked in, which wss not the agreement. So now im standing here waiting for a manager because im not paying 397 AGAIN when I have already paid 844. Theyve said I have to wait 5 to 7 business days for the holds to clear uo. Ummmmm NO! This is ridiculous l. Never staying at Doubletree again

*after speaking to the manager, I am still out my 844 dollars with no assurances of anything really. Original room charge that they shpuld never have taken out in the first place then the 250 deposit plus the additional 197 they took out without informing me. The manager told me that the room charge is now being taken out of my deposit and part of thr additional 197 they took so they've released all of thr money they took from me that they never were supposed to so that will come back to me but it could take up to 10 days. So I still dont have my deposit back, I still have 4 transactions with money OUT OF MY ACCOUNT three of which were not authorized and I have to wait up to a week and a half to see any of it again.

This is completely unreasonable. I have never once paid 844 in deposits and holds for a 397 room for one night and then be asked to still pay again. That would imply that in order to ever get a 397 dollar hotel room, you need to have access to 1200 bucks which isn't reality and not how it works.

I do feel like I wss treated unfairly and like this is just a normal hotel experience when I know that it isn't. Everyone I've explained this to thinks this was ridiculous and that I was unfairly targeted. One of my friends is staying at thr Four Seasons right now and even she's told me that her deposit for one night isnt as high as what I just had to pay.

I will be contacting every business bureau and consumer reporting system available for this. In this economy, most of us cant just fork over almost a thousand dollars for a 397 room and hope that they get their money back

** I do not accept the owners response as I am still sitting here with 844 dollars out of my account due to their error. I never shoukd have been charged before my stay when I chose to pay at the property. So now im stuck waiting for up to 10 days for the "holds" they never shoukd have taken in the first place to come off my account. Not all of us have this kind of money to just forget we dont have it for a week or two. I wss relying on getting my 250 dollars back in the morning as promised yet they wanted me to pay AGAIN! Like what is going on at...

I had booked this hotel for a 1 night stay from May 19th to May 20th for my family because of the location. It's right downtown and close to everywhere we wanted to visit. We arrived in the morning with no intentions of checking in but the front desk staff was kind enough to check if there was a room available and allowed us to check in early (around 8:45am). The initial impression of the front desk staff was great, they were professional, friendly, and helpful. We were grateful to be able to drop our luggage off in the room before we headed out. Parking was only 25 dollars for hotel patrons and it wasn't difficult to find a parking spot. The garage is tight and there is a height restriction but we were able to maneuver our SUV just fine. The room we stayed in had 2 double beds, it was on the smaller side but that's okay since it was only a 1 night stay. The room itself was clean, linen was clean, bed was comfy, bathroom was clean, and it was quiet. We needed more bath towels and I called down to reception to ask for more and housekeeping had brought it to us within 10mins. All in all, we had a good stay and the service was great for us.

I would've given it a 5 stars had I not been initially charged for damage that I didn't cause. I received a voicemail message from Christopher on may 21st in which I returned the phone call to only be hung up on 4-5 times and transferred to a number that no one picked up and I would need to leave a message. The final time I had called, I was finally able to reach Christopher about the issue. Note, we checked out at around 9:30am on May 20th. He informed me that they had thoroughly inspected the room after we checked out and found a significant scratch on the tv and had put a charge on my CC for it. I was shocked and baffled by that because we didn't use the tv and was barely in the room during our stay. We didn't have anything close to the tv that could have scratched it. It was quite upsetting and I was shaking from the anxiety that I was being accused of causing such a significant damage to the tv when I didn't see any damage at all upon arrival and before checking out (I have always made an effort to double check that things are in order and fine before leaving any place of accommodations). Fortunately, after speaking to Christopher about the ordeal, he had done further investigation and had agreed to refund the damage charges despite there being a scratch on the tv. If I or my children had done any damages to anyone's property, I would have taken accountability for it and mentioned it upon checking out...but to be accused and having the accusations be put on my young children left a bad taste in my mouth. Christopher did mention that if we do stay here in the future again, he would give us a complimentary upgrade for our room for the anxiety this issue caused, which I do appreciate the offer, and I am thankful that he resolved the issue and apologized for it. I just don't know if I feel comfortable enough to rebook this hotel in the future or not... unless I take before and after photos for my own peace of mind.

Overall, it was a good stay, quiet, comfortable, good location, lots of restaurants nearby, plenty of parking and friendly staff. Just be careful of potential...

Before I start, all of the housekeeping staff is LOVELY!!! They always greet you nicely and make sure you have everything you need, even when it’s not the regular housekeeping rounds. They’ll just check on you if they see you in the hallway.

On my second night, I found a live bed bug in my bed at 2:00am. I called reception, and to their defence, they did react and respond to the situation right away. They moved me to a new, better room, and let me know they would be contacting pest control and that I could leave all my things in my previous room and someone from housekeeping (a woman) would come collect my things to get heat treated. I felt pretty good about their initial response, but everything from then on was a nightmare.

I woke up the next day and was just waiting for an update from reception as they said pest control would be contacted at 7am and should be on site in the morning. They said they would call to give me updates. Around 10am I hadn’t heard anything so I went to reception to ask for an update. Pest control had not been called, and my stuff was still lingering in the old room. Only when I prompted them did they start this process they were telling me about the night before. Everyone I speak to is telling me something different about the process.

So here I am waiting 4hours in the room without anything for the heat treatment to be completed. I receive no updates. Only when I call back are they like “oh yeah your stuff is ready”.

By the time I left the property at 6:30pm, they had not even heard back from pest control or even talked to them - they had left a message and didn’t not at all seem pre-occupied with hearing back from them. I asked how I would know they would follow-up and look into the issue and they said they would call me for sure to follow up with the report. It’s been 5 days and I have heard nothing, so for all I know they never had public health come, and that room is welcoming new guests. That’s very negligent to public health in my opinion.

All I received for compensation was 2 mini-sized bags of chips, a lollipop, and a breakfast voucher, until I demanded a refund. They only processed a 50% refund, which makes no sense to me because the bed bugs didn’t magically appear on my second night there.

Check-in times are so long and most of the staff have very little patience. The concierge was nowhere to be found when I checked out and there was a line of ppl waiting to retrieve their bags that waited 20mins +. People were going to miss their flights!

Edit: You’ll be interested to know that even though the hotel replied to this review and asked me to reach out, I did and still haven’t heard back from them over a week later 😉 they truly do not care. Stay...