Homewood Suites Toronto Oakville

My one star review is based solely on the fact that my car was stolen in their parking lot overnight. The lady at the front desk was very helpful, but I was quite surprised that no manager or hilton rep offered any assistance or reached out to me after the fact.

- Upon checking in, despite the fact that the full amount for our stay was paid, the front office employee insisted that it not, i showed her receipt of the payment that i did but in vain ....As a result, and after 12 hours of flying I had not will to argue, this seriously affected my expenditure plans next day morning they realised their mistake, till date it’s not credited back. The funny part, as a compensation of charging CAD 2,800 they gave us (2) potato crisps, (2) soft drinks, (2) cookies - second incident; upon packing prior to checking out, we noticed that 2 garment pieces from my mother’s cabinet were missing, we informed the front desk and full Danyle was the answer. As a conclusion it was a bad and disappointing experience with a reputable chain of hotels

I'll start with the good. The hotel is nice, quiet, clean and in a good location. That said, I have stayed in many Homewood suites in many locations and I will say that these suites in Oakville are by far the smallest suites in this chain yet the prices are still high and reflective of the same chain with much bigger units. The main problem with this hotel is management. We had a mix up with our reservation when we travelled with our hockey team - I had booked a room and the team had also booked a room for us - and when we checked in it was noted that we had 2 rooms reserved when we only needed one. Because we were past the cancellation window the hotel charged us a $270 cancellation fee for the room we didn't use, plus $270 for the suite we stayed in. SO our one night stay cost us almost $600. Now I understand the need for cancellation fees given the number of no-shows. But this was not a no-show circumstance. We were guests at the hotel. And this wasn't a typical circumstance. I can also understand the need to charge a fee if the hotel is sold out and they could have otherwise sold that room. But our team was pretty much the only guests in the hotel that weekend. So it is not like the hotel was out of money by holding the duplicate room. We tried and tried and tried to speak to someone who could help...maybe they could apply the cancellation fee to a room for a second night instead of a refund. Maybe, as Hilton Honours members we could get a discount on the room we did use so that we were not out so much money. Maybe they could have honoured the late check out that was asked for (and should be automatically given to HH members) and should have been able to be granted because there was NO one else in the hotel but us. But every single person we spoke to at the front desk just shrugged and said there was nothing they could do to help and to wait until Monday and the manager would be in touch. An email was sent to management from our booking agent to request a refund for the cancellation fee. It was a short and flat out no to them. And email was sent by me and it was ignored...not even responded to with a blanket response. The manager was never in touch. The manager never bothered to address this in person...even if the result would still be the same. Just total avoidance and honestly crappy treatment. So we are out a lot of money for a mediocre stay with appallingly horrific customer service. We won't be back again. And if you're wise you will choose one of the many other nice hotels in the immediate area that likely have much friendlier and helpful staff.