We stayed six nights at The Westley Calgary expecting a premium Hilton experience, but the stay fell far short. The hotel looks great and our initial interaction with Stan was warm and professional, but the service after that was inconsistent and often disinterested. We didn’t feel the genuine hospitality we expected from a Hilton-branded property.
Room service was a repeated issue. The website advertised service until 11:30 PM, yet after ordering drinkswe were abruptly told the bar was closed. I was also told I wouldn’t be charged, the charge appeared and I had to sort it out at checkout. Another night, our meal was bland and overcooked, and two staff handed the tray directly to my partner, then stood and watched her struggle with the tray and the door without offering help.
Housekeeping timings were unpredictable, communication was difficult, and our room thermostat never worked properly leaving the room uncomfortably hot or cold. The noise from the street was constant throughout the night, with cars, horns, and sirens making it hard to sleep.
My partner also had a poor experience one morning when she went for coffee: no staff were in the restaurant, and when she went to reception she had to interrupt two employees having a personal conversation, only to be dismissed and told to go back to the empty restaurant.
For a premium-priced Hilton stay we expected comfort, consistency, and a higher standard of service. We left disappointed and unsure about choosing Hilton again.