DoubleTree by Hilton Hotel Toronto Airport West

Reviews

• DA

  Dov Alexander

  4 days ago
  1.0
  If leolist is your thing then this hotel is the hottest spot in town. But if it’s not your thing I would avoid. As a black light might show way too much. The pool was gross, hasn’t been cleaned in a spell. The sauna is a shoe box that felt like a cell in Florida. Bed lamps filled with debris. Sheets stained with unknown substances. Staff seem bored and not interested in helping. Shuttle driver good, if he knew where the keys were. Kinda felt like a John Wick movie but a very low, mini budget continental hotel. Perhaps more of a 2025 Nicolas Cage version with an Andy Dick art direction. If you feel something moving under the sheets just ignore it and go to sleep. It fits the budget and doesn’t hurt the wallet, but it’s not what it could be if it wanted to be. Perhaps the Hilton should take a page out of the neighbourhood motels, as they got more spunk than this place. What a dump. If I could I would give it a 1.6 out of 10 on the barstool sports scale. Oh and the elevators feel like a final destination moment every time you get in, about the only thrilling moment.
• SS

  Sharmi

  Jan 4, 2026
  3.0
  Not bad location. But the first room they gave us was messy and not cleaned yet and it was due to a system error but they room they gave after was okay.
• ZM

  Zeina mat

  Jan 4, 2026
  1.0
  This hotel was not a place of rest or relaxation. From arrival to departure, the experience reflected poor professionalism, discriminatory behaviour and a serious lack of respect for guest privacy and human dignity. Front desk interactions were brief but unpleasant. At check in, staff were dismissive and unwelcoming. At check-out, communication was minimal and cold, with staff avoiding engagement altogether, leaving us feeling unwelcome and judged. The room did not reflect advertised standards. Instead of the pleasant views shown online, we were given a room facing a dusty rooftop! Even though hotel was almost empty with few people. Bathroom supplies were low quality, and overall maintenance felt neglected. The hair dryer blew weak air, and emitted a burning dust smell when turned on which was concerning. The pool and wellness facilities were poorly managed. CONSTRUCTION work was actively taking place in the pool area without prior notice. After swimming, my eyes became red. When I woke up the next day, the redness was still present and accompanied by mild pain behind my eye, which raised concern about a possible infection. Although the symptoms gradually faded, this is NOT something any guest should experience after using a hotel pool. The MOST distressing incident occurred was in the sauna area. While using a sauna located in an otherwise empty women’s washroom area (the whole pool area was empty the whole time), a security guard aggressively banged on the door and entered while shouting! The response was excessive, intimidating and completely unprofessional. I have PTSD and I’m sensitive to loud, aggressive noises. This incident caused intense stress and disrupted my emotional state for the entire day. My friend is non-binary, yet the situation was handled with no awareness, sensitivity, or respect for gender identity. This experience felt discriminatory and exclusionary. If gender-segregated facilities are enforced, they must be managed with dignity and inclusivity. That was clearly not the case here. Our privacy was further violated later that day. While we were asleep, a cleaning staff member knocked and then OPENED OUR DOOR!!! without consent because checkout time had passed. Opening the door of a guest’s room without permission is unacceptable. Guests have the right to reasonable privacy and respectful treatment under Canadian law and this right was not respected. Throughout our stay, staff behavior felt unprofessional and racially biased. We experienced staring, whispering, and dismissive treatment, which created a hostile and uncomfortable environment. We had to say hi first and ask how to check out. From far away, they just pointed and said, “Drop the card in the box.” My friend said, “Okay, thanks.” They didn’t respond. No “no problem,” no “have a good night,” no “bye.” Just staring and whispering. In the end, our money was wasted in the wrong place. Instead of rest and comfort, we experienced stress, fear, and disrespect. This hotel does not respect guest privacy, inclusivity, or basic human rights. I would strongly discourage anyone looking for a safe, welcoming, and professional place to relax from staying here.
• GK

  Gurpreet Kaur

  Dec 15, 2025
  1.0
  If I could I would have given negative points for the hospitality. I stayed here on a Hilton Team Member rate and while I understand the policies, I did not feel the situation was handled with the level of hospitality I'm used to with the Hilton brand. My partner accidentally locked himself out and instead of simply calling me to verify him or offering an escort to retrieve his laptop from the room the front desk staff, Sahil and another female staff working with him, checked us out of the room without informing me while all our belongings were still inside. I fully respect the key and ID policy but there was no communication among the staff and approach wasn’t consistent with the guest care Hilton is known for. A quick call or a more guest-focused solution would have resolved everything much more smoothly. I agree I am a team member but that doesn’t mean I would be treated as staff by the manager where I am supposed to be treated as a guest and I am sure there are better ways to communicate the policies to the guests rather than quizzing them about hotel policies.
• BM

  Brooklyn Merke

  Dec 13, 2025
  1.0
  December 11th 2025 approximately 3:30 PM arrival time . I had a very disappointing experience at DoubleTree by Hilton Toronto Airport West due to inconsistent and misleading payment information. I booked directly through Hilton’s reservation line and was clearly told there would be a $40 deposit hold and that I could pay with Visa Debit upon arrival. After traveling over two hours to get there, I was informed at the front desk that this was “not their policy,” first being told the hold was $100, and the full payment of the room to be held on the credit card and I could pay Visa debit upon checkout .Then later by the manager that Visa Debit is not accepted at all and that only a credit card could be used. To make matters worse, another guest arrived while I was there and stated she had been told the exact same thing by Hilton reservations, confirming this was not an isolated misunderstanding. The staff showed very little compassion or customer service. I was repeatedly asked to sit and wait while staff went back and forth to speak with the manager, only to be told there was nothing they would do. I was ultimately left scrambling to find alternate accommodations late in the evening. If this location has stricter payment policies than Hilton’s reservation line, that needs to be clearly disclosed at the time of booking — not after a guest has already arrived. Unfortunately, this experience has made me hesitant to stay with this hotel chain again.

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