Tru by Hilton Toronto Airport West

Reviews

• SL

  Steven L

  4 days ago
  2.0
  Shuttle runs infrequently if at all. Took multiple tries to call the front desk and even ask if it was running. The best part of this hotel is that while I was waiting I had ample opportunity to watch the shuttles from the hotels I should have booked drive past. Also the surrounding area has very few food options.
• AM

  Allison McClintock

  5 days ago
  5.0
  Our stay at Tru was fabulous. The rooms were very clean, the bed was very cozy and the staff was great. Jatin and Mauik were both very helpful and friendly to talk to. The driver to and from the airport was amazing as well. I would definitely stay again.
• JB

  John Bradford

  6 days ago
  2.0
  This hotel is "hip" and I am decidedly not. Fooseball, shuffleboard and other large items to play with in the lobby. Hanging chairs and pretty colors everywhere. Unfortunately they exchanged that for closets in the rooms. Yep, no closets. No drawers. A sign suggests putting things under the bed! The desk, if it can be called that, is barely big enough for a laptop with zero space to work. Finally, the killer for me, no coffee pots in the room. The location was close to the airport and was very clean with friendly staff. If you're hip stay here, if you want a working hotel, stay somewhere else.
• NM

  Nick McGahey

  6 days ago
  1.0
  I have never received more poor service. I booked a room and had to cancel the same day. Not only did I have to pay the full room price of $362 but there was no credit or anything. Very unprofessional. As a Hilton rewards member I will be closing my account and booking elsewhere moving forward
• LS

  LAUREN SALEMI

  Nov 16, 2025
  1.0
  Extremely disappointing experience. I’ve never dealt with a hotel that was this unwilling to help a customer in an obvious good‑faith situation. A reservation was made on my phone without my authorization, and I contacted the hotel within 30 minutes of the charge to explain the situation. Despite this, they refused to cancel or refund, even though the booking was prepaid and no services had been used. What made it worse was the inconsistent information: when I originally called, I was told that if Expedia approved a refund, the hotel would honor it. Expedia reached out to them multiple times and confirmed they were willing to refund, but the hotel suddenly reversed their position and refused to cooperate. Every explanation I gave was met with dismissal, and none of the details were actually listened to or taken seriously. Communication was frustrating and unprofessional. Instead of helping resolve an obvious mistake, the hotel chose to stick rigidly to policy, even in a situation where no stay occurred, the booking was unauthorized, and the travel conditions were unsafe due to weather. I would not recommend this hotel to anyone who expects honesty, consistency, or even basic customer service. There are many hotels that treat guests with fairness and understanding — unfortunately, this was not one of them. Update (Nov 17th): I’m extremely disappointed with how this hotel handled my situation. Someone used my credit card to make this reservation without my authorization, and I called the hotel within 30 minutes of the booking to explain that it was not made by me and to request a cancellation. Despite this, I was told that nothing could be done. The experience only got worse when Expedia stepped in. Expedia contacted the hotel multiple times on my behalf and confirmed to me directly that they pushed for a refund. They also confirmed that the hotel refused to authorize any exceptions because the reservation was “non-refundable.” However, the hotel told me an entirely different story — they claimed that Expedia had never contacted them for a refund and that they had “approved” one but were waiting on Expedia. This directly contradicts what Expedia told me in writing and over the phone. The conflicting information was extremely frustrating and made it feel like the hotel was deflecting responsibility rather than being honest. Between the refusal to help with a clearly unauthorized booking and the contradictory, misleading communication, this has been one of the most disappointing customer service experiences I’ve had with a Hilton property. If honesty, transparency, and basic customer care matter to you, I would strongly reconsider booking here.

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