We arrived at the property after 1:00 AM, following a drive of over 10 hours with three small children. Initially, everything seemed fine until I realized that the exterior door to our room could be opened without using the key card. I went down to reception, and the lady at the desk mentioned that she could offer a full refund if we wanted to move to another hotel, or she could have someone fix it in the morning. As you can imagine, moving to another hotel in the middle of the night with three kids was not an option, so I agreed to have it fixed the next day. When we left in the morning, no one was at reception. Upon returning in the evening, I checked the door again and found the same issue with the handle. I went back to reception and spoke with a different lady, who had no idea about the problem. She didn’t even bother to call or check with the previous staff to see what had been done or why no one had come to address the issue. To me, this clearly shows that they do not care at all about the safety or concerns of their guests. Honestly, what surprised me the most was that this happened at a Hilton property, where you expect a minimum level of service and security, especially for a hotel charging over $500 CAD for just two nights. The staff's attitude was as if we were staying at a hostel — completely careless and unhelpful. Moreover, the breakfast was the worst we’ve experienced so far in any hotel.
