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Kat4152
Atlanta, Georgia

Great Location

Review of Hilton Toronto
4.0 of 5 bubblesReviewed 4 weeks agovia mobile
This property is newly remodeled and has a beautiful lobby and bar. Staff were friendly and helpful. While we were there all the guest elevators were out and everyone had to use the service elevators for our entire stay. That was a pain and was not convenient as there were not as many service elevators and all guests had to wait a very long time. The room, however, was nicely appointed and comfortable. Views were great. Location is very good for all things downtown. Be careful when ordering wine at the bar. One of our party asked for a pinot Grigio and had no idea it was $33 a glass. She had two.
Date of stay: June 2024
Trip type: Travelled as a couple
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this review
Responded 4 weeks ago
Hi Kat4152, thank you for your feedback and we're thrilled you enjoyed our newly remodelled lobby and Frenchy bar, as well as our friendly team members and comfortable rooms.

Yet, we sincerely apologize for the inconvenience you experienced during your stay. The Executive Lounge closure and elevator outage was an unexpected issue, and your safety and well-being remain our top priorities. Please know that we are actively working to resolve the issue while assisting our guests in accessing their rooms. However, we understand that this impacted your experience, especially with the long wait times for the back-of-house elevator.

Once again, thank you for your valuable feedback and we hope to have the opportunity to welcome you back in the future.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 16 June 2024

Nice hotel.
Rooms are clean.
Elevators can sometime back up leaving you waiting 15 minutes.
Staff were pleasant.
Close to all downtown amenities within a 15 minute walk.
Hotel food was solid.
Area was a bit pricey - but it is Toronto - to be expected.
Parking is too EXPENSIVE!!!

Date of stay: June 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Andrew S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this reviewResponded 4 weeks ago

Hi Andrew, thank you for your feedback! We’re glad you enjoyed the clean rooms and pleasant staff. We're also pleased to hear you found our location convenient and our food solid.

Yet, we apologize for the wait times with the elevators and appreciate your patience. We also understand your concerns about parking costs and will pass along your feedback for the team to review. Once again, thank you for bringing this to our attention and we hope to welcome you back soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 June 2024

I booked the stay a few months in advance. We did not receive an information that the executive lounge would be closed before arriving although at check in they told us it has been closed for a week for maintenance. In addition to that, half of the elevators do not work so expect waiting 10 minutes every time you leave the room.
As Hilton Diamond Member, instead of the Lounge we got a 15 dollar coupon for a restaurant where the cheapest main costs more than 20 dollar and soft drinks are not complimentary. So you can afford about 2-3 soft drinks instead of usual happy hour with snacks and free soft-drinks throughout the rest of day.
This is unacceptable in comparison to the usual offer. I tried to address my concerns and wanted to speak to the general manager just a few minutes ago at reception and they told me he wasn't available for a talk, not even tomorrow.
At the reception in all of my years being a Hilton Diamond Member I have never been treated with such disrespect. To not be able to talk to someone responsible is just the icing on the cake. This hotel has been the worst example of service I witnessed in a long time.

Date of stay: June 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank maxh542
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this reviewResponded 4 weeks ago

Hi Max, thank you for sharing your feedback with us. As a valued Hilton Diamond Member, your satisfaction is our top priority, and we regret that we fell short. We sincerely apologize for the inconvenience you experienced during your stay. The Executive Lounge closure and elevator outage was an unexpected issue, and your safety and well-being remain our top priorities. Please know that we are actively working to resolve the issue while assisting our guests in accessing their rooms. However, we understand that this impacted your experience, especially with the long wait times for the back-of-house elevator.

We regret that the $15 coupon was intended to provide some compensation, but we understand it didn't meet your expectations. We will review with our management team to explore what we could do better on the compensation.

Your concerns about the service and lack of managerial availability are taken seriously, and we are addressing them internally. We value your loyalty and hope to restore your faith in our services. Please reach out to us directly at info_toronto@hilton.com so we can discuss this further.

Once again, thank you for your valuable feedback and we hope to have the opportunity to welcome you back in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 June 2024

The main elevators don’t work now! And we have to use the service elevator! Waiting to get in! Surprisingly! Last night the service elevator stopped working too! Using stairs!
Weak customer service from the hotel and Priceline! Ruining my trip! $45 for parking! Slow internet just for checking emails, otherwise you should pay $ 21 per night to access high speed!

Date of stay: June 2024
Trip type: Travelled with family
1  Thank Gary g
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this reviewResponded 10 June 2024

Hi Gary, thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced during your stay. The elevator outage was an unexpected issue, and your safety and well-being remain our top priorities. Please know that we are actively working to resolve the issue while assisting our guests in accessing their rooms. However, we understand that this impacted your experience, especially with the long wait times for the back-of-house elevator.

We also regret the challenges with internet access and parking costs. Your feedback is crucial, and we are addressing these concerns with our team to improve our services. Please contact us directly at info_toronto@hilton.com so we can make amends and ensure a better experience in the future. Thank you for bringing this to our attention.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 June 2024

I would not recommend Hilton Torronto. I got stuck in lift and then again there were issues with lifts later in the week. The breakfast is really not good for the price being paid. The day of checkout the wifi was down. My stay really made me feel i was in a run down old hotel where nothing works.

Date of stay: June 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Henri V
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this reviewResponded 11 June 2024

Hi Henri, thank you for taking the time to share your feedback. We sincerely apologize for the issues you encountered during your stay, particularly with the elevators. This is not reflective of the high standards we aim to provide. The elevator outage was an unexpected issue, and your safety and well-being remain our top priorities. Please know that we are actively working to resolve the issue while assisting our guests in accessing their rooms.

Your comments regarding the breakfast and Wi-Fi are invaluable to us, and we are addressing these concerns with our team to ensure improvements are made. We hope you will consider giving us another opportunity to offer you a better experience in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 May 2024 via mobile

Great location and comfortable beds! However, it’s not the best Hilton hotel I’ve visited. There are no wine glasses in the room. I dialed guest service whom informed me that glasses could be delivered if I paid a fee, this service required contact with room service which didn’t open before 5pm (I called by 2 pm…). Easy-peasy, I solved the problem my self, went to IKEA City and bought glasses. However, I don’t understand, I didn’t ask for a renovation incl moving walls, I asked for two glasses…which should have been solved easily at a 4-star hotel.

Furthermore there are no amenities such us bathrobes, cotton pads, tops etc. Regardless if you tip off the cleaners or not, you’ll not get shower cream, shampoo etc refilled. Luckily we had brought some by our selfs.

Summary: Ok hotel but nothing more than mediocre.

Date of stay: May 2024
Trip type: Travelled as a couple
1  Thank Angelica S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Andy Loges, Owner at Hilton Toronto, responded to this reviewResponded 6 May 2024

Hi Angelica, thank you for taking the time to share your feedback. We're glad to hear that you enjoyed our location and the comfort of our beds. However, we apologize for the inconvenience you experienced regarding the availability of wine glasses and other amenities.

We strive to make every aspect of your stay seamless and enjoyable, and it seems we missed the mark in this instance. We appreciate your honest feedback, as it highlights areas where we can improve our services to better meet the needs of our guests.

We are also sorry to hear about the issues with room service and the replenishment of bathroom amenities. We will address these concerns with our team to ensure they are corrected and do not recur.

Thank you again for your review. We hope to have the opportunity to welcome you back in the future and provide a more positive experience that reflects the high standards we aim to uphold.

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