Hampton Inn by Hilton Toronto-Mississauga West

I was trying to sleep before work after being let into my room without a key because the system was down. I was told they'd call once it was back up, but I declined a key since I was going straight to bed and leaving first thing. Then the desk person called to verify my card and woke me. I confirmed it and asked him not to wake me again, but he called back. I left the phone off the hook because I needed sleep. Then he started banging on my door over and over. I was medicated and groggy, and had to get up, risking a fall, while he accused me of not having money on my card and threatened to call the police. He left and charged the card anyway. I checked my banking app, and all the transactions had gone through without a problem. It was completely unnecessary. The desk person was incompetent and rude, and should be fired. I'm also seeing unexplained small charges, 52 cents and then 4 cents today, after I checked out at 11:37 a.m. I'm waiting for a full refund after that awful experience. The service should be a source of shame. Being woken also triggered my PTSD from my accident, and I had a full panic attack and relived the crash. Absolutely horrible.

I've stayed here many times and usually had a good experience, so this visit was especially disappointing. At check-in, the receptionist seemed strange, biased, and somewhat rude toward me from the start. I was put in a room on the first floor right beside the main entrance, where people were constantly passing by. It was extremely noisy and almost impossible to sleep, and the room was in much worse condition than the ones I'd had before. I booked and paid the same price as usual for a double-bed room. On previous visits, I got clean, quiet, comfortable rooms on the second or third floor. This time, even though other rooms seemed available and there was no apparent reason, I was assigned a low-quality room in a busy area. After spending time there unable to rest, I understood more clearly why the receptionist had seemed so unfriendly. This lowered my opinion of the hotel considerably. I hope management pays more attention to room assignments and staff professionalism.

I've stayed here for several weeks, and the staff are why I'd give it five stars even though the building needs modernization. Everyone from the front desk to breakfast was great, especially the lovely woman working mornings. The rooms are good, but the bathrooms need some TLC, and the gym is small. Breakfast each day was excellent, with little changes from one day to the next. I'd keep coming back for the hospitality and kind spirit of the staff. Thank you, don't change.

The hotel usually felt quiet, and the staff made it feel like home. Priya and DEE were especially courteous and always ready to help during our stay, and Emy was friendly and helpful too. I'd definitely stay here again. On 01/15, though, some children were playing hockey in the hallway, which disrupted the peace in our room, especially while I was unwell. The next day, the same children were running around there again and continued disturbing us. In my view, that behavior needs to be kept in check for health and safety reasons and for the sake of other guests.