DoubleTree by Hilton Hotel London Ontario

The parking setup is unusual. The small hotel lot across the street was full on the nights we stayed, and there's a paid lot beside it. If you use that one, tell the hotel so they don't charge you for parking too. I believe the other lot was less expensive. We had no trouble ourselves, but heard that equipment had been stolen from a car overnight the previous year when our group was there, so don't leave valuables in the car. We were with a large group and got an excellent rate. The room was very clean, the beds were comfortable, and staff were helpful. The fitness room was up to date and the pool area was gorgeous.

I was very disappointed by the hotel's lack of flexibility and customer service. I booked a same-day reservation through Expedia by mistake on December 23 at 13:59, when I meant to book for mid-January. I noticed right away and contacted Expedia within 19 minutes, well before the 3:00 PM check-in. Expedia contacted the hotel promptly, and I called as well. The front desk said they knew about the situation and that a manager would follow up. The manager later refused a refund and blamed Expedia, which was misleading. After I spoke further with Expedia agents, they made clear the decision was the hotel's policy. I was also told, “we get a thousand of these mistakes every month,” as if that were a reason not to help someone who reported a genuine error quickly and honestly. This wasn't a cancellation days later. The room would have gone unused anyway. No one offered to accommodate me, rebook the stay, or find any goodwill solution, even though I still needed a January stay. It felt less like enforcing a policy and more like taking advantage of a technical mistake. Customer service should matter in hospitality, but that wasn't my experience here. I wouldn't recommend this hotel to anyone expecting fairness, professionalism, or understanding when a problem comes up.

The rooms have a classic, slightly dated feel, though they were kept in surprisingly good shape. Service was solid throughout. My one confusing moment was checking in through the Hilton app, then finding the front desk had no record of it. A little duplicative and awkward, but they got it sorted. The location is the big draw. The DoubleTree Hilton is right downtown, with coffee shops, events, and nightlife practically outside the door. Parking is valet only, with no self-parking lot, and it costs $45. Your car gets its own boutique hotel, I guess. Great spot, good staff, and parking that costs more than my weekly coffee budget.

The staff are kind and the location is good, but there's no self-parking, only valet. I've stayed several times over the last five years, and the rooms feel more run down than they did two years ago. For a Hilton, they're very old and need renovation. In the photos I attached, the faucets are worn and have holes, and there's a random hole in the bathroom vanity. The beds are comfortable, but old. It doesn't feel up to Hilton's standard.