DoubleTree by Hilton Kitchener

The upgrades are absolutely beautiful! The rooms however could have been cleaner, as well as I had to switch rooms half way through my stay as the tub was not working properly. They had no trouble switching my room for me when asked.

The restaurant /bar was beautiful however the food was lacking. Very bland and overcooked. However, it was great service and they had a full bar with room service.

Parking was free and so is WiFi for guests. Great location.

Entered room, there was hair in the shower, sink, and toilet. Rooms had a mildew smell. Spent 5 minutes in the room before leaving. Front desk manager refused to process a refund! It was unhygienic to stay and they refused to refund my money.

The floors in the room were dirty and their check in was slow and had to wait for my room 30 min after my arrival. Won't book here again for sure.

Unfortunately the rooms are very dirty.
There is fungus in the shower, and mould in the sink - clearly not cleaned properly for quite some time. I also found someones chewed gum behind the art hanged in the room. AC smells funny and spreads tons of dust when turned on.
Moreover, someone had opened my room with the ACTUAL ROOM KEY while I was asleep and tried to enter, thankfully I bolted the door which prevented the person from entering.
I would not recommend the hotel to anyone unfortunately - it feels very unsafe, both on privacy and cleanliness.

The room was not made up during our stay at all. I was told that per hotel policy they only clean rooms every other day, but not even that. It was not cleaned at all. Staff was not friendly or understanding when I complained. I will not stay there and likely not at a Double Tree again.

Julian at the checking desk absolutely amazing. Great room comfy beds. Would definitely recommend you to stay there.

The rooms are very clean. The bed was the MOST comfortable bed I have ever slept on. Beautiful linen. Wonderful pillows.
Just my A. C unit was VERY loud and noisy.
The Cookie on arrival was warm and Oh! Soooooo good.

I’m a diamond member and it’s interesting to see how the different locations upkeep their facilities. I had a broken chair in my room, stained carpet, and sick waiter serving me breakfast….

Worth your penny!
Experience it yourself and share the reviews, I’m sure you won’t regret your decision.

Wonderful staff. Stayed here during the height of covid, and they were always pleasant and friendly. Rooms were clean. Food wasn't the greatest.

We had to reschedule our visit to a week earlier. The hotel visit was fine. However, when we cancelled the hotel visit we no longer needed, we did not receive any refund. We cancelled 5 days in advanced and you can't refund a penny? We feel cheated at a time when we're already on hard times.

Clean hotel, well kept, excellent customer service. Nice pool for our family getaway.

Only had 2 towels in the bathroom, they ran out of towels for the day - so offered us pool towels. Also, toilet flush kept getting stuck. Otherwise,
would have given 5 stars.

Where to start? We have stayed here in the past and really enjoyed our stay, this time, not so much. Room was decent enough, comfortable, staff cheaped out on soap, 1 soap, 1 little shampoo and 1 little shower gel for 4 people, 2 towels, unable to get more from front desk when we called, they ran out? Pool, only 6 towels available on the racks at the beginning of the day. Elevator was extremely dirty. No wipes to be found anywhere including in the gym which would be gross in normal times, imagine now with Covid still around. No spray bottles either or work out.towels. Did not use the restaurant. We will be using a different hotel next time we come down to visit family. Don't stay here, it really as gone downhill.

As a Hilton gold member I have stayed at many Hilton properties in Canada. The staff at this location provided the best service I have ever experienced. Tony at the front desk was personable and professional and made our stay very enjoyable by anticipating our needs. Janet in the restaurant provided phenomenal service at breakfast and made us feel like we were family. Kudos to this property for putting the guest first! We will be back.

Conveniently located near the airport. I had a room on a higher floor which was nice and quiet room. Staff was friendly and helpful. The digital key wouldn't work on my phone but staff were very helpful. The breakfast the next morning was good and affordable. The rooms are big and clean. The bed and pillows were very comfortable.

While in Kitchner at Double Tree Hotel we had the BEST time ever! Everyone were helpful as it was our FIRST experience in this city - EVER! We are retired and plan on returning soon and bet your bottom dollar we will stay at Double Tree. We want to visit London soon and hope to find this same hotel there.

We attended a training for three days, clean, lovely hospitality and delicious food, the Chef comes and check on everything by himself, the grilled chicken where juicy from inside and crispy from out.

Had our Christmas party there and it truly is a beautiful lobby and function rooms. Kudos to the staff also

No hot water, this is December in Canada. The guy at the reception was laughing about it. So disappointing

I stayed in many hotels but I rate this hotel as the worst. I was not able to sleep because of about 20 min noise in the hallway around 1 AM. Furthermore, a cleaner knocked on my room around 11 AM and she was very unkind when I asked her to come back after checkout. (The check-out time is 12 PM) Right before the checkout, I tried about 5 times to reach the front desk to complain about the bad customer service but no one received my calls for about 10 minutes and the front desk was totally empty when I went down to the lobby. I just gave up and left after 5 min waiting.

I booked with the Doubletree Hilton for my wedding day, based on all of the reviews, history, quality, and customer service of the Hilton. I was fortunate enough to have all my family and friends stay at this hotel with me which resulted in over a 100 people staying there. However, during our stay, we had nothing but negative experiences for our wedding night. Many of my guests were either double booked for their hotel room, their reservations were lost, or they were being charged for meals at restaurants that they never attended. As per our wedding block contract, we were allocated a certain number of rooms and once these rooms were filled, we were allowed to book more. However, I was told that I had hit my max number of rooms allocated to our block and they were charging my guests over $300 a night to stay in Kitchener. When I asked about this, I never got a clear answer as to why I could not book more rooms so I asked if I was able to have another six rooms held at a discounted price so some of my family could book more. Vivian (who is the sales rep at Double Tree Hilton) was kind enough to allow us to hold six rooms at a discounted price. But, I was told just that, that they would be “held” for me. My credit card number was never taken down, nor did she provide me with a confirmation number at that time. Much to my dismay, a month later, my husbands credit card got charged for two “no show” rooms. When I tried to contact the hotel about this, I was told they tried to charge one of my guests for these two extra rooms, but when they argued with them, they took away the charge and was told “well someone needs to pay” so they searched for my husbands credit card in their computer system and charged him without his consent or knowledge. Fast forward a month later of me just trying to have a conversation with the manager and no one will get back to me despite me calling and emailing countless times. Honestly, I am a nurse who has been working during this entire Pandemic at a Children’s Hospital and I have never dealt with such poor customer service. And trust me, I deal with a lot. If I could give zero stars to this hotel and their chain I would. I do not recommend anyone booking a block here if they choose to get married Close by.

King sized bed room. Spotless. Was accessible which we didn't need, but was what was convenient. Appreciated the large shower. Room large and coffee machine worked. Decent towels. No smells in room. The pool looked ok. Experience was as expected by Hilton. Didn't eat there, so no opinion on food services. Concierge was pleasant. Definitely a 4- 5 star hotel. Only thing missing is an EV charger.

We had made arrangements for me to stay in this hotel to sleep during the day between night shifts at the hospital. We called 4 times to ensure everything was good to go. When we got to the hotel we were told they didn’t have any rooms for me and “don’t do that” they sure did it when they took our money. We had to sit and wait while he looked at the emergency rooms for a spot for me. The room was nice but the tea was open and the empty package was left behind and the sheets were crunchy and scratchy. I wouldn’t go back after the lack of customer service.

We called they said they take debt with a down payment Arrive with our kids and they would not take the debt even after we offered to put a $1000 deposit Had to go search Kitchener for another motel 4 points Kitchener no problem $200 deposit no problem

Stayed here for one night and had a great time. The room was clean and comfortable. I had the breakfast buffet in the morning and the staff was a pleasure. The food itself was high quality and very reasonably priced.

Super friendly staff and nice little restaurant - rooms are clean and beds are comfy - will be staying here again the next time I’m in town

Our stay at double tree was amazing, room was very clean, sheets were crisp, bed was very comfy and the staff were amazing! Thank you double tree staff, thank you Lyndon!

The worst!
Had a quick stay to catch a flight in the morning.
When booking I selected our late check in time of 11: 00pm and had to knock on the door to get in because there wasn’t anyone at the front desk to answer the intercom.
The price was 169 plus 50 deposit…. You can get a better deal in downtown Toronto. There were 4 of us in the room, my wife and our kids as indicated on the reservation but only 2 towels. Called the front desk to request more and was told they would see if they had more…really! We did get them but a dbl room should be outfitted with what you need for a couple hundred a night. I travel a lot fir work and have noticed a serious decline in my the hotel biz lately.

Check in was awful. We got to our room it seemed OK we didn't spend much time in the room as we got in and left to meet family for dinner. We went to the pool which was good. Restaurant was great. 20 mins before check out I decided to take a shower. I had to pull the curtain open which I found odd. I found a ton of random hairs in the shower.our room only had 1 towel and nothing was stocked. Now I'm looking back and thinking. I wonder if it was even cleaned? The amount of hair in the shower it couldn't of been. So gross

Don’t waste your money! Save 50$/night and just go to a best western. The premium experience ends in the lobby. Poor customer service. Was placed in the wrong room and told “Oh well we’re booked! ” Despite the fact this was a Monday in the winter and there were never more than <12 cars in the parking lot. Restaurant menu is embarrassing so don’t bother getting room service. Pillows were flat, bedding was starchy scratchy and cheap. The room was basic, nothing you wouldn’t get at holiday inn. Very loud as I was across the hall from the elevator and stairs and directly above the lobby facing a very busy road on the second floor (the same room I believe another reviewer paid almost 300$/night for which genuinely makes me lol they think they could charge that) They give you a cookie when you check in but you’ll chip a tooth on it. The only nice thing I can say about the doubletree Kitchener is the lobby looks cute…
Thankfully I booked last minute and didn’t spend 250$+ a night for this experience. Short of a refund I doubt I’ll stay at another doubletree again.

The hotel is beautifully renovated inside. The service is great and staff are superbly accommodating. I have yet to try the food but I don't see there being any trouble with that either.

Paint falling off the walls inside the bathroom, behind the door there was a 1ft Sq hole.

Had to pay for coffee in the morning, really after paying $175 I have to pay for coffee?

Disappointed won't stay there again

I had my wedding reception at Double Tree and after comparing Double Tree's food quality, facilities, prices, inclusions and services, it was by far the best choice for us. Our event manager Vivian was absolutely fantastic. She was beyond professional and was there for us for an entire 12 months helping us each step of the way as we planned the wedding. We were blown away, and so were the guests who came to our wedding. If you want to have a wedding in Kitchener-Waterloo. Look no further then working with Vivian and Double Tree!

Overall it’s a pretty hotel. But… it’s on a very busy street being next to the highway. The road is very loud. We had been travelling for business and asked upon booking a day prior to be put on a higher floor away from entrances in order to have the quiet. They disregarded this request and put us on the 2nd floor right across from the elevators and right on the side of the hotel that faces the road. It may sound silly but these are the types of things I expect to be accommodated on when I request it - especially if we are paying almost $300 to stay for one night. So I’m not impressed and management would not reconcile this for us because “the hotel was already fully booked. ”

On the surface a nice hotel, but:
1) floor in the rooms (laminate, not carpet) were filthy (unfortunately I spilt some water and made the mistake of mopping it up with a white towel)
2) random second billing of over $500 (in addition to my stay)
3) restaurant food (pizza) was inedibly salty.

Newly renovated. Comfortable beds. Quiet. Nice new decor (vinyl floors with no carpet for those with allergies)

Room was pleasant, bed very comfortable, everything was clean. But we were not told that our rate did not include breakfast and were annoyed and disappointed. We checked out early and found a Tim's on the road.

The newly renovated hotel is very nice. The room was very clean and modern looking. The bed and pillows were extremely comfortable. Loved the stand up desk and pull out table. Definitely recommend this hotel.

Very convenient location not far off the 401. A good spot to visit KW from. Staff were very friendly and helpful. There was construction going on at the hotel in one section but it did not interfere with our stay. Restaurant and bar was up and running.

I shared the details of my complaint with the hotel in my review but for some reason it's not showing up here. There is no excuse for making a guest wait three hours to check in. I frequent KW numerous times per year but will never stay here again.

More than just a great location, with convenient access to highways, etc. This is one of the better Hilton properties I've stayed at recently. Some of it is still under construction (at the back and parking lot) but it did not disturb my stay at all. The already updated areas of the hotel are clean and well appointed. I would recommend they get the lights in the parking lot fixed ASAP as they were off during my visit and it was a bit unnerving walking to and from my car alone in the dark. But this was a minor inconvenience, likely due to the construction ongoing.
Breakfast (included for Diamond members) daily was perfect. Edgar was so friendly and attentive. Thank you, Edgar.
Heather at the front desk was also wonderfully helpful and kind. Attentive to my needs - extra towels, reserving fitness center times, etc. Thank you, Heather.
I will definitely be back to this location when I am in the area again and will recommend to others.

The hotel and rooms are clean, quiet and relaxing ambience. Staff is 5 star +, attending to special needs and requests with pleasure. Hope to see you all soon.

Warm reception. Front desk promptly responds to your needs with courtesy. Good food served, clean room and well decorated. Safe to stay in especially in this COVID-19 era.

Pool was closed, even though reservations said it was open. Front desk then told us it was our fault because we should have called front desk and not reservations when booking a room

Not a warm welcome upon arrival.construction on their entire parking lot.positives: eventually front desk called our room and offered free dinner for my son and I to make up for our disappointment. Cookies were as good as advertised. End of story.

I had a horrible experience with them, I was in between moving so I decided to stay there for the night, my move took longer so I needed an extra day to stay and they lied to me and say I can’t extend my stay because they have no free rooms. The parking lot empty.also had a friend called to see if they have more rooms and they told her they have rooms available.

They lied, the costumer service was horrible they judged me and wanted me out of there and as a dark skinned man I felt ashamed to be honest.

Will never go there again.