DoubleTree by Hilton Toronto Airport

Those warm cookies at check-in were delicious, and the pool was a nice place to relax. The hotel is handy for travelers, close to the airport and surrounded by good restaurants. Rooms are spacious, clean and comfortable, with beds that made it easy to sleep after a long day. The gym let things down: it's outdated, most of the equipment was dirty, and there weren't many towels or cleaning supplies. It needs a deep clean and a refresh with newer equipment. The room towels were a bit rough, and the front desk staff helped when needed but weren't especially warm or friendly. There's a lot to like here, and a few improvements could make it excellent.

We won't be coming back. For $240 a night, the rooms were small and mediocre, and $600 for two nights wasn't worth it. The beds were very comfortable, which is the only reason I'm giving it two stars instead of one. There was no microwave, and the fridge was plugged in but switched off. We put our food in it at check-in, headed out, and came back to find everything had gone bad. The pool had scum all over the bottom, and the fitness room was muggy and humid, with hardly anything in it. It needed a fan for airflow. The entrance by Turtle jacks had a weird, foul smell, and the food there was overpriced and shitty. There are better, cheaper hotels nearby with better amenities, free parking and breakfast.

The night reception staff were extremely rude. A guest of mine didn't know the parking rules and called reception from the intercom to ask. They told him to read the information and hung up. He couldn't find it, so he called again, and the staff started behaving badly. When he went inside to ask, they threatened to make him leave or call the police instead of helping. It was very disappointing to see my guests treated that way. The day staff, on the other hand, were excellent, friendly and quick to solve problems. When I arrived early to check in, they even went out of their way to help with my luggage. The airport location was good, the view from the airport room was the best and worth paying a little more for, and the shuttle to and from the airport was hassle-free. Parking by the day was pretty expensive. Apart from that reception experience, the hotel and other staff were excellent. I'd recommend it and stay again.

I had a terrible experience with the hotel's handling of a missing clothing item. After checking out, I realized I'd left it in the room, but both the cleaning staff and front desk said they hadn't seen it. I followed up by email and phone several times over a few days and got no real resolution. The responses felt utterly perfunctory. It's unacceptable to handle guests' belongings casually and then refuse to acknowledge it. Management seemed chaotic, and the service was extremely poor. I strongly do not recommend this hotel.