Metropolitan Hotel Toronto

I stayed at the DoubleTree by Hilton Toronto Downtown, but the reservation and billing experience was unacceptable. Before my trip, Hilton’s team told me that my original reservation was no longer valid because the payment method was declining and instructed me to create a new reservation for the same dates. I was explicitly told that the original reservation would be canceled without penalty. I followed their instructions, made the replacement reservation, and still completed my stay at the hotel. Despite this, I later discovered an additional charge of approximately $529 related to the original reservation. When I contacted the hotel, I was repeatedly told that there was no documentation of the waived fee, that the issue was outside the hotel’s authority, and that no one at the hotel had canceled or modified my reservation. I was passed back and forth between the hotel and Hilton Central Reservations, with neither side initially willing to take responsibility. Fortunately, I had missed one of the original calls, so Hilton’s representative had left a voicemail clearly confirming that the reservation would be canceled “without penalties.” Only after I provided that recording did the hotel finally agree to issue the refund. The hotel acknowledged the back-and-forth and confirmed that the refund could take another 7–10 business days to appear. The most disappointing part was that I had to produce recorded evidence before the hotel would honor what its own staff had told me. Had I answered that call instead of receiving a voicemail, I may have had no proof and could have been left paying twice for the same stay. The refund was eventually issued, but the amount of time, persistence, and documentation required was unreasonable. This experience seriously damaged my trust in both this property and Hilton’s reservation system. I would strongly recommend getting every promise in writing and carefully reviewing your credit card statement after staying here.

We selected this hotel for its proximity to Toronto attractions and found it met all of our needs. The staff members were terrific and treated our grandchildren like royalty. The property is well maintained, rooms are well appointed, and the restaurant has great dining options. While the rooms were of reasonable size, they are dark and somewhat dated. A refresh would add some value. Overall, a good value and great hotel for visitors to Toronto.

Great location for exploring the city. Good sized room and beds were super comfy with cosy duvet covers. Very clean. Bathroom could have done with more free amenities - not a fan of bar soap personally. Staff were incredibly accommodating and efficient. Would recommend when staying in Toronto.