This place is a damp. Avoid at all costs. Horror experience.
Lack of customer service/ empathy.
We paid for a Deluxe King Room (which normally is a standard one, just a little bit bigger and with a king size bed) although they usually sell it for a higher price than simply standard ones. Unfortunately we got nothing but the opposite of its title, the room was filthy (see pictures attached).
When addressed the issue to the front desk manager, Dharma he came and checked the room, looking unimpressed and unbothered, quite surprised and didn’t like the fact that we asked for a refund the following date (we checked in late and couldn’t see the state the room was in - as we flew from Nyc to Toronto and were dead tired).
He upgraded us to a superior room, which was slighly in a better state, however the couch and carpet was all stained. The curtains needed to be washed and so on…
The manager eventually reassured as that a full refund for the first night was possible as long as we claimed it via the third party. When done so, he kept bargaining with the third party, not wanting to offer more than 50% refund. We had to be on the phone calling and texting multiple times during our stay to sort the full refund out.
What’s even funnier is the fact that after the hotel had initially granted the full refund, the manager seemed to have changed his mind.
At one point mister Dharma had given me some information and I wanted to write down, he offered me his pen but then suddenly he put it back on his pocked saying that he won’t share the same pen with other people cause he’s afraid of getting any disease. However, he is ok with people staying / sleeping in a damp in the hotel he manager. I wonder if he would have slept in that room. He was patronizing and racists.
What’s more, when asked for the our deposit to be refunded (although in other Hilton hotels we usually receive it instantly when checking out) they lied to us (saying that normally is takes several days for it to be released). They stubbornly maintained their point of view until we were not living until they release it or give us evidence that it had been released. Within seconds of our statement, Dharma instructed the receptionist to release it and it showed up on the account as having been received.
At this point we got angry and asked for the general manager. Dharma said there is not general manager, refusing at first to even give us his name and contact details and with disgust said to go and contact the third party if we were not happy with our experience and that he is not talking to us anymore.
Shame on the management and state of this hotel!!!
