Homewood Suites by Hilton Ottawa Kanata

The accessible pool was the whole reason my wife and I chose this hotel, even though there are plenty of other places to stay in the area. I'm a wheelchair-bound veteran and senior, and we booked two nights to tour the area. The website listed an accessible pool with a lift and showed it in a photo. I called a few days before arrival and was assured the pool was accessible. At check-in, we asked whether the lift worked and were told it did. When we checked it ourselves, the battery pack wasn't installed. I reported it at the desk and was told staff would look into it. Later, we heard the service person was finishing a shift and the next shift would get it ready. I said we'd be back from supper and wanted to use the pool by 7 PM. When we returned, the lift was lowered, but the desk told us the battery wasn't working, it hadn't been used in a very long time, and it wouldn't be available that night. We were told it would be repaired the next day, but it wasn't. The following afternoon, the lift had been removed from the pool entirely. Staff said it would be replaced, but not that day. They offered to help us book another nearby hotel with a working lift, but that would mean extending our stay in the area, which we couldn't do. They then offered compensation for one night's stay and gave a series of explanations for why the lift didn't work. The hotel, room, and staff were otherwise good quality, and the property was well appointed, well located, tasteful, safe, and clean. But we got excuses instead of simple apologies, and the hotel couldn't provide the accessible pool it advertised. Our stay was very disappointing. One night's compensation doesn't come close to making this right. I'm a Hilton Honors member and will definitely NOT recommend or stay at this hotel again. Sincerely, Alex Sandor Csank

The room was tidy and super clean, and we really enjoyed our night there. It had a kitchen with a full-size fridge, small stove, dishwasher, and all the basics like dishes, bowls, cups, dish soap, a toaster, and a coffee machine. There were two TVs too. My only complaint is that some of the USB and micro USB ports weren't working properly.

The suite was spotless, and everyone on staff was friendly and courteous. It’s handy for the Canadian Tire Centre. Breakfast was included and simple but adequate, though it wasn't like eating at a breakfast restaurant. The TV system also wouldn't let us watch Prime Video or movies and series we'd ordered from YouTube.

The room worked really well for our family of five, with more than enough space for everyone. The kitchen was stocked with what you'd need to cook, and you can submit a grocery list for delivery to your room. Beds were comfortable, and noise from other rooms was minimal. Breakfast was quite good, with someone keeping the area clean, tidy, and stocked. The exercise room was among the best equipped I've seen in a hotel. We booked two nights, and I was impressed as soon as we walked into the bright, open, spotless lobby. Sarah at the front desk was very helpful and polite. I'd gladly stay here again next time I'm in the area.