Homewood Suites by Hilton Toronto Oakville

We booked a block of rooms for our wedding weekend and had a lovely stay in the whirlpool suite. It gave us plenty of space, and having the hot tub was great. Our guests also found their rooms roomy and comfortable. The plaza and several restaurants are close by, which everyone appreciated. The staff left us a sweet wedding card and a small bag of snacks, too. We’d definitely recommend the Homewood Suites in Oakville.

After we checked out, we found that two pieces of clothing were missing from my mother’s cabinet. We told the front desk, but got no real answer. They were worth more than USD 400, though their sentimental value mattered most. My late Dad had given them to her. 💔💔💔 There was also a payment problem at check-in on 06 October 025. We had paid the full amount, but the front office employee insisted we hadn’t. I showed her the receipt, but it didn’t help. After 12 hours of flying, I had no energy to argue, and the issue disrupted my spending plans the next morning. They realized the mistake the following day, but the money still hasn’t been credited back. For charging us CAD 2,800, the compensation was two bags of potato crisps, two soft drinks, and two cookies. It was a disappointing experience with a reputable hotel chain.

The suites here are much smaller than the ones I’ve had at other Homewood Suites, even though the prices are still high. The hotel itself is clean, quiet, and well located, but our stay was mediocre and the way management handled our problem was awful. We were travelling with our hockey team. I had booked a room, and the team had booked another for us, so at check-in we discovered we had two reservations but only needed one. Since the cancellation window had passed, they charged $270 for the unused room and another $270 for the suite we stayed in. One night came to almost $600. I understand cancellation fees for no-shows, or when a hotel is sold out and could have rented the room. Neither applied here. We were at the hotel, and our team was pretty much the only group staying that weekend. We tried repeatedly to find someone who could help. Maybe the fee could have gone toward a second night instead of being refunded, or maybe our Hilton Honours membership could have meant a discount on the room we used. We’d also asked for late checkout, which HH members should automatically get, and there was practically nobody else in the hotel. At the front desk, everyone just shrugged and told us to wait for the manager on Monday. Our booking agent emailed management to request a refund and got a short, flat no. I emailed too and heard nothing, not even a generic reply. The manager never contacted us or addressed it in person. We’re out a lot of money and won’t return. There are plenty of other hotels nearby, and I’d pick one with more helpful staff.

The rooms were spacious, clean, and just right for us, and the hotel was well kept with the amenities we expected. What really stood out, though, was the front desk associate who sorted out two last-minute rooms for us so efficiently, all with a genuine smile. She was patient, professional, and friendly, making check-in easy and stress-free. Her customer care made the visit special and deserves recognition. We had a wonderful stay and would recommend the hotel. Thanks again to the front desk girl for making us feel so welcome.