I am so sad to write this review, but here we go. Canopy has so much going for it...a great…read morelocation with beautiful views overlooking the falls. I've stayed here twice, both times in a suite, last time was a presidential suite. The rooms are new, and impressive with design. What's lacking and extremely disappointing to the Hilton brand is how incompetent the front desk and cleaning staff is.
When I first got to the room, I picked up one of the books on one of the tables, sat down and started to read. Upon looking around me, there were big crumbs on the seat, floor, and a bunch of stains on the ground. The floor looked like it hasn't been mopped in a while. The counter of the kitchen had old food spills. It felt really dirty overall. I noticed in one of the hotel's responses to someone complaining about the cleaning that they stated they value cleanliness, and that definitely is NOT the case. They don't. We asked them to clean the room one morning when we left, came back around 5pm and it still wasn't clean. Bed was unmade, towels not changed, nothing happened. Those old crumbs were still on the couch and floor. I went downstairs to talk with the manager about the lack of cleanliness, and he profusely apologized, while his front desk staff were snarling and making nasty faces. Seriously. He sent two of his cleaning crew, and even after they left, those crumbs were still there. The toilet was still dirty. The staff asked rudely if they should change the bed fully, or just make it. And when they left, it was still dirty, so my husband told them to come back and finish cleaning. Guess what? Crumbs were still there. Unkept. Not checked. There is no standard this hotel has to cleaning whatsoever, and I know this is true because the last time we stayed, the shower had old stains that could have easily be wiped clean. Additionally, last visit, not this one, one of the cleaning staff came into our room, saw my husband in the shower, and screamed at the top of her lungs. I can't make this up, this happened.
Additionally, they double charged us, and we found out because one of their managers, a woman who was at the front desk called us saying that we need to check out, and we booked until the next day. We came to see her, and she was awful and completely incompetent, seemed like she was trying to adjust the system to look like she didn't make the mistake, when it was obviously on her. I see one of the other reviews where a hotel guest also had double charges, so this seems to be reoccurring. We showed her the email that clearly stated we're booked that night, and another manager had to step in because she is terrible at her job and has no sense of accountability. While her manager was sorting out their mistake, three of the staff were behind him just staring at us. Pretty obvious none of these people had hospitality training. So they comped an extra night, but that doesn't take away from the fact that the room was absolutely filthy.
When you enter the hotel with the automatic doors that open, you are blasted with so much of their branded "scent" and it is so overpowering. One of the rooms we booked for our family, and she is pregnant and it was hard for her to stand. I even heard several people while walking through the opening state--why does the smell have to be SO STRONG? It is seriously offensive, and needs to be turned down by 60%.
I really want this place to succeed. They need a real hotel manager, and they need to take cleaning the rooms seriously. If you stay here under this current management, you've been warned. It might make sense to outsource your own cleaning because it's really bad to depend on them to actually clean at bare minimum standards.
