Juzer Ali

Review of Double tree by hilton downtown...

Had an absolutely horrible experience with DoubleT...

Had an absolutely horrible experience with DoubleTree in Toronto.

Called the hotel directly to add a name to the reservation (my brother) as it was a honeymoon gift from me.The hotel agent said everything was good and no issues would occur ( as I would not be there during check in). When my brother was attempting to check-in with his newly wed wife, the hotel staff claimed they did not see the note and refused to let him unless I added his name. The duty manager insisted I call the same general hotel line # which I called previously and request myself not to be re-directed to their call center. After I called the number for the second time whilst my brother was waiting, the call center agent said he could not assist and ended up transferring me to the same manager, who finally ended up adding the name after 30 minutes. Samantha was very rude and cut me off whilst I was trying to explain the situation to her. She made no attempt to accommodate the couple and took no accountability saying the call center (which is a representative of Doubletree) provided incorrect information. Essentially, I had to waste substantial amount of time to check-in the guests when I previously had called to avoid the issue in the first place.