DoubleTree by Hilton Toronto Airport West

Wouldn't book again We booked this hotel as we were flying in quite late. Upon arrival our check in went ok, however they had lost our friends reservation and it took some time to figure tings out as they said they where sold out. When we got to our room the air conditioner kicked in and it made a horrible noise. I went down and asked to change rooms, however I was told there were no others available. We did our best to sleep, I tried my earplugs, and I tried turning off the ac however it kept coming on. The racket from the AC made it impossible to sleep.

Nice room, hit & miss service, no nut free cookies, convenient shuttle to get to airport to get downtown toronto quicjly stayed 4 nights here & chose it bc of free airport shuttle. I would get in late & It gave me the option to check in online so I could get a digital key. There was a notice to register for the shuttle your flight back on check in@ the hotel. I get to the airport &I luck out the shuttle driver was there so I didn't have to wait. I wasn't asked to confirm any details of my stay, so I'm guessing anyone who needs a ride could use it, where other hotels require this to board the shuttle. When there its 1 am. I stopped at the front desk & was greeted & asked to have a physical key. I read they give you a cookie, but I wasn't offered one. No went hotel details or amenity info was given either. My online check in said to register for the shuttle but they said they could only do this 24 hours in advance. I got to my room & dropped off my luggage & go back to ask for a cookie & see all these pilots getting cookies so I was a bit confused why I wasn't offered one, yet they were. I ask and am disappointed to see the package read"caution: contains walnuts" ( I have an allergy). So i didn't get to enjoy this cookie. I'm not sure why they couldn't give cookies without nuts, or have that as an option. I'm lucky I read that or I would have had an allergic reaction & i feel like for this they should have warned the guests up front as added precautions. The bed was comfy & they made my bed & gave fresh towels daily which was nice bc some hotels wont give towels daily. I did wake up & my room was hot despite having the A/C set to 70. I turned it down to 68 but it never turned on. I set it to fan & that kicked in reading the room at 74. I was heading downtown & told thm it wasn't working & they never told me if it was fixed upon my arrival back. I get in & it was set to 60 & the room was cold & it ran very loud. The next night it wasnt working again, the 3rd night i set it to fan, then the 4th night it was again very hot waking up but I was catching my flight early morning. Checking out, I asked for my reciept but all she offered was it being sent via email. I didnt receive it until i was @ the airport. I see there was a 9$ difference from my confirmation from booking to this. I haven't had time to call to ask about this. The good thing was I had a few tours booked in Downtown Toronto or meeting @ the airport & my tour company was supposed to pick me up at my hotel & changed to airport pickup so told me use my hotels free shuttle service to get there. I had went & asked them & they had no problem booking me in for the shuttle. This saved money on having to pay for a taxi/ride share / navigating the transit system. The one bad thing was I booked shuttle 7:20. They told me be in the lobby 10 minutes early bc he leaves right on time. He gets us loaded up & we are at the lights @ 7:22. the driver gets a call from the hotel & they say "we have guests who need to get on the 7:20 shuttle can you turn around" so he did. He asked them to send them out to wait & they didn't even follow this,  so hes waving the girl and loads her & were still not going & then a guy comes out well after the 1st. I don't get why they didn't make them wait till the next shuttle if they couldn't be waiting early like we were told to & to show up after the arrival time they should have been denied cause they made us over 5 minutes late. Also a bit disappointed I wasn't offered a room change when I told them the A/c wasn't working

Unsatisfied The hotel itself is lovely, with a convenient location. Sadly, the management was very disappointing at best. I purchased my room from Priceline and specifically wanted a hotel with free parking and free breakfast. Upon arrival, the tell me parking is $16 a day. I let that one slide since I was exhausted and for Toronto, the rate wasn’t the worst. The next morning, I’m pretty hungry so I go get the breakfast. Guess what? Not free because I got the room from Priceline. I was upset by now. I spoke to the management and his response was a stoic: “Sorry-that’s company policy”. I was very upset. I’ve been in management. He could’ve at least comped me a breakfast. NOT impressed.

The price was great, and the room was nice, but the service was mediocre. The hotel sent me a text message in advance, offering assistance if needed. I promptly replied, but I received no response until we checked out. I wish the front desk staff were more enthusiastic about their job. Our interaction felt mechanical, with me asking questions and receiving curt answers. They didn't even inform us of the time and location for the complimentary breakfast. The room was clean and tidy, contrary to some online reviews. However, when I called room service for a dental kit, I was told to pick it up at the front desk myself. If I remember correctly, DoubleTree is considered a premium brand and should provide in-room delivery service. The service didn't quite live up to the DoubleTree brand, but given the affordable price, it was acceptable.

Very solid stay The hotel has a good location and a working shuttle to the airport on demand. The beds are up to the usual standard, sleeping is very nice. The service and breakfast are good, I'd stay here again. One suggestion: if you could provide a shaving kit that would be great in the future.