Canopy by Hilton Toronto Yorkville

Negatives: We had a very poor experience upon arrival. The bedding and pillows had a strong, unpleasant odor and appeared not to have been changed after previous guests. The duvet was visibly dirty. When we contacted reception, we were told someone would attend to the issue, but it took over 45 minutes for assistance to arrive. We arrived around 10 pm and waited until nearly 12 am for the bedding to be changed. When staff finally came, we were told that the hotel had run out of clean bedding and pillows. This was unacceptable, as it was impossible to sleep with the strong smell. Eventually, the bedding was replaced, but after a long journey, this was an exhausting and frustrating start to our stay.

Negatives: Had to wait 3 hours past time that was given for check in bc room was not ready. Left - came back and still not ready. Took a while to find our luggage. I was beginning to think they lost it

Negatives: Took long to check in.

Negatives: Took long to check in.

Negatives: The staff at this hotel needs better customer service training. The fire alarm in our room went off seconds after I plugged in the hairdryer next to our bed- this was at 11pm. The hairdryer hadn’t even been near my hair at that point. Right after that, a few staff stormed into our room, no words, no apologies, to fix our fire alarm. In the process, they stepped on the chair in our room with shoes on, they also soiled the bedsheets with their shoes. Their attitude was more “what have you done to cause this” than “sorry this happened to you”. The alarm went off again without any trigger shortly after they left, by that time they offered to move us to another room. In the new room, I noticed the hand towel had been used before. No upgrades, but a downgrade to a smaller room next door. When we checked out the next morning, no apologies were offered by the reception staff. They were going to charge us for valet parking when another staff already offered it for free for us the night before, before any of these drama. We asked about it, and they said we can offer you free valet parking as a compensation for the night before. We were dumbfounded. We bumped into some of the staff from the night before on our way out and they were just finishing their shift and leaving work, that’s when they came up to offer an apology. If we hadn’t bumped into them as they finished their shift, no proper apologies would have been given. Everything seemed to be an afterthought. Extremely disappointing.

Negatives: The added tax for FIFA soccer in the city next year . This additional cost was not disclosed and the tax varied per nightly stay .

Negatives: The added tax for FIFA soccer in the city next year . This additional cost was not disclosed and the tax varied per nightly stay .

Negatives: The wifi. You had to sign into Hilton Honors, and they insisted ona STATE and ZIP ciode. I will not stay again in a hilton if they can not accommodate Canadian preferences.