The bed was terribly uncomfortable. There was a massive divot in the left side of the bed. The in-room dining was extremely disappointing. The nachos came with "refried beans" which were directly out of the can (could see the cans markings embedded in them) and were cold. Seems like the attention to detail and effort to provide a decent stay is not there. Would not recommend. Stay somewhere else

Hotel room and location was the only good part. The service was not worth the money. The breakfast buffet is $30 a person(NOT INCLUDED). They never picked up the phone when we needed service since our toilet on checking in was clogged. When we went down to get it dealt with they were ignoring the phone that was constantly ringing. The toilet was fixed pretty quickly but still a pain when we needed to use it. They didn’t pick up the phone even before we got there when we just wanted to know if the room was ready. We had to ask to receive room service/cleaning. Parking lot was extremely confusing. The room had almost no lighting. Just 2 lamps and a light at the door. Tv was only paid for programs($25 to rent each movie).

This hotel unfortunately did not meet my expectations. The rooms, facilities, and views are all great. Breakfast at the restaurant was below average. Buffett eggs were cooked into oblivion and sides were cold. The executive lounge was open but no amenities. They are still claiming post COVID staffing issues. I expect a little more from a full Hilton at their rates.

Small lane pool outside but lovely and warm. Nice little hit tub outside on the deck as well...great soaks in the rain. Hotel is well located for shopping and the sky train.

Was a very bad experience. Hotel had substandard amenities and very old rooms. The exhaust in the room made noise. Tried calling receptions. Few time no one answered. The fire alarm went off 5 in the morning. No one answered the phones at reception had to exit through stairwell and wasn’t able to get back till hours for elevators lock down on a false alarm. No one apologized. Wasn’t announced at any point that this is a false alarm. Staff wasn’t friendly no one helped with parking or anything.

Loved our stay here! I took my mom to B.C. for her birthday but wanted a location that wasn’t directly downtown. This location is perfect because it’s a 2 minute walk to the Metropolis Mall. It’s also a 5 minute walk from the Skytrain, in a nice area. The staff at this location were amazing, very kind and attentive. When heading back to the airport we had an Uber cancel on us, however staff acted swiftly and we had a taxi in less than a minute (no joke). The rooms were very clean and tidy, with daily cleaning available. I would definitely stay here again!

Amazing hotel, great service and great food. Also includes free access to their 3 heated pools and gym. The big shopping centre is a 2 minute from the hotel itself. Would definitely recommend.

Wonderful hotel to stay in. The room was clean, the beds were comfortable. The bathroom was spacious and clean as well. There was a microwave in our room, which was a great plus to reheat any of the food we bought back as leftovers from downstairs in the Crystal Mall! The hotel itself is situated in a great town center with many different shopping centers surrounding it and malls within walking distance, as well as easy access to public transportation to get downtown. My only issue were the two days in a row of an unexpected wake up call of the fire alarms going off at 6:30am. Even so, I would stay here again and do highly recommend it for anyone looking for a hotel to stay in!

We stayed for one night, the rooms were clean and when we asked for towels they came right away. Breakfast was awesome, parking we were not able to use because the dodge ram was too tall 6'6'' the sign said but we didnt make it in. So we found parking by the Superstore lot overnight, which wasn't that long of a walk to the hotel. I was a little worried because of the sign that said no parking for more than 4hrs, so talk to the concierge about where you can park properly overnight so you don't get ticketed or towed. The place is called Metrotown and I thought it would be in the heart of downtown, it was a 30min drive to seaside, which was okay for us. There's little shops around, like coco bubble tea and the mall right around the corner. All in all awesome service and clean rooms. It was a nice stay.

Good location. Pool and hot tub are tiny, much smaller than expected, but it is nice to have the amenities. Room was big and kept very clean. Staff was friendly and inviting. Restaurant was very expensive (shocked to pay 5$ for a small size and average tasting coffee).

The hotel is in the same building as the shopping centre and uses the same underground garage. Really good location, lots of shopping and restaurant options around. Public transport is metres away. The staff was very friendly. The suite we stayed in was great in size, with 2 TV, separate living room, a nice bathroom and really great views. They also have an outdoor heated pool and jacuzzi which were amazing. Loved it and would stay again anytime!

The rooms are clean, the bathtubs are amazing. We stayed there the night of our wedding and it was great We misses breakfast and the lady in the kitchen made us breakfast anyway. Have a super nice the staff like above and beyond to make sure we were comfortable.

I stayed here during a work trip and the location is incredibly interesting. A hotel situated in the middle of urban living and retail. There is a lovely little park/garden across the street that had cherry blossoms blooming so that was an immediate treat to see out my 13th floor window. The hotel had friendly staff. Upon my arrival, I had used my app check-in/digital key option but decided to stop by the front desk. They have a pretty well stocked sundries shop right there as well. I was a bit disappointed to not be provided with any of my usual Gold level benefits (breakfast); which I later learned was continental -- but I was not even told about that? Overall the security of the building is pretty solid as you need a key to get up to the rooms, along with into the building during off hours. My room was incredibly comfortable. A work colleague shared the hotel went through a big renovation at some point in the recent past. I was in a corner room on the 13th floor. The housekeeping was actually the best part of my trip. They took great care of me each day, replenishing everything. The rooms are also quite quiet blocking out any noise. It was a pretty nice stay all things considered with very welcoming staff.

I come here for business so often. Location is amazing, area wonderful, rooms ok, enough with a fairly old lamp system, nice warm pool even in winter... But... They still didn't figure out how to communicate to breakfast area that my breakfast is included with the reservation! A bit annoying morning every time to clarify this ...

I don’t have any negative comments. I’m a regular here and I always get awesome service. The staff are so helpful and caring. When I get to the hotel my bag is already in my room waiting for me. The hotel is further away from the job location but well worth it. The restaurant on site is really great too. Everyone feels like family to me. I would highly recommend. A special kudos to the front desk. Always going above and beyond for me.

I have been booking conferences at the Hilton Metrotown for many years. Due to covid it had been a few years since our return in Fall 2023. The hotel has done a nice renovation to the meeting rooms. The staff was excellent as always! Jennifer was very helpful for the booking process and the best in service comes from Rosa and Donald on the banquets staff! They have been there for years and really do all they can to make the experience positive. There is hesitation for us to return as the prices have become too high. It was always on the higher end of the hotels I have booked, but now it is just out of budget. I know they were hurt by covid and have the renovation costs to cover but I don't think the prices are affordable any longer. $50 for a dozen cookies, $280 for a charcuterie board that didn't even include cheese! $5.00 for a cup of coffee...

We recieved a room upgrade with a separate bedroom with a king bed and 60" TV ! No complaints here, other than the windows on the room can not be opened to let a little fresh air in. TONS of fine restaurants within 5 min walking distance. Weird that this Hilton doesn't have valets service like in Downtown Vancouver, but still easy to deal with. Would definitely recommend and would return.

My overall experience was amazing. Liza at the front desk was very friendly and looked after my needs. The hotel staff who brought up some extra towels were very kind and helpful. The room was a bit dusty, but that is completely okay as we did not need to reach those areas. The part that may have been a downside is the parking gates as one has to go around to make sure you are at the hotel gates as the other is for the mall which closes at a specific time. The front desk agent was very helpful when we called to make sure how to get back in. Our view was from the 12th floor, so it really had an amazing view and walking distance from Metropolis mall and connected to the Crystal Mall for convenience.

Thank you SO much Julieta for helping us find the HDMI cable and Apple adapter that we left in our room. Julieta is so patient, kind, and professional. The breakfast was delicious! Location is perfect for us as we LOVE Crystal Mall Food Court (it’s right above the mall!) We will definitely come back next time when we travel to Vancouver.

Super clean and friendly staff. Not super conveniently located but they do have a few restaurants downstairs at the Crystal Mall. Parking is underground and confusing. This might be my new hotel when I visit BC The restaurant in the hotel(3rd floor) is also pretty good. The staff there are also super friendly.

I've stayed here a handful of times now and I have no complaints. (Full disclosure, I am a Diamond member with the brand). Breakfast is delicious, the complimentary upgrades are always wonderful, and I love having access to a hot tub whenever I stay. The location is the perfect walking distance to the SkyTrain, so I can zip into downtown Vancouver without the price of staying downtown Vancouver.

Loved the area!!! Sweet restaurants around! The room was roomy (upgrade), but a tad dusty. A light didn't work, but it was fixed the next day while we were out. Unfortunately, the room wasn't cleaned, probably because maintenance was there. The front office compensated us with the breakfast buffet for this inconvenience, which was very nice.

A good, conveniently located hotel with friendly staff. The SkyTrain was just a few blocks away along with malls and restaurants. The room was clean and modern. I think the breakfast buffet was very very mediocre.

Had a great stay here. Room was clean and comfortable, we had a suite which was nice. The Breakfast Buffet included for Gold Members was very good, lots of options. Location is super convenient next to the Skytrain (easy ride downtown) and malls/shopping. Price was a lot cheaper than staying downtown but still well located. Parking wasn't too bad for an urban area. Only complaint is one morning, I think they only had one elevator running, and we literally waited on our floor for an elevator for about 15 minutes (5 minutes for the first which was already full, then another 10 for the second which had room). But I think that was a short lived problem, the rest of the stay we didn't have any issues.

Room was spacious had a lounge chair in the room and a desk and chair and nice size tv. The shower had shampoo and conditioner and body wash in there already so you don't have to bring your own and nice brand also. The ac was quiet enough and room wasn't too warm as we went in the summer to this hotel. The Metrotown mall is right beside the hotel also Station Square lots of shopping and food right across the street great area for all.

Rooms felt a bit dated and stale for the really high price you pay but unfortunately there isn't anything else in the area that can compete. Beds were comfy enough and the rooms were quiet. Good enough for me

We are Hilton Diamond and stay in lots of Hilton brand hotels. I'm disappointed in this stay. Location is great. Very close to lots of shopping etc. They don't have on-site guest laundry. We wanted to do a load before leaving for a cruise in the morning. They recommended a coin laundromat down the road and it ended up not being open anymore (to be fair, maybe I should have checked this). Staff were not friendly or helpful. AC did not work properly in our room.

Booked a room for my wedding night. Left notes requesting some romantic arrangements in the room. Then called and spoke with the front desk requesting something special. Was told they will take care of it. Come wedding night, entered the room with my partner and NO arrangements. Not a single flower or a note, nothing. Just a plain empty room. Steer clear of this place if you’re booking for something special. It’s (We requested late check out, was confirmed by the front desk, but the cleaning person barged in early and said they were never informed of the late check out) 2 strikes - Never booking again.

I chose this hotel after flight disruptions had me stuck in Vancouver. The service was exceptional and they were readily able to accommodate two extensions as details of the weather disruptions changed. They were kind and helpful and even left a small gift on Christmas morning.

Convenient location (close to transit, shopping and many restaurants). Staff were friendly. Lobby of hotel was very clean. Room was okay. Windows do not open so it felt stuffy. AC was loud but had to keep it going overnight to keep the temperature comfortable. Micro fridge with no freezer for cold packs. Nice deep bath tub but grout on tiled walls needed to be cleaned better. Also, felt bad for the people with rooms right by the ice machine on my floor....it was very loud all the time.

We just returned from our stay and could not be happier with our hotel experience. This location was perfect for our needs. Several great restaurants across the street and the concierge did a great job helping us find everything. The hotel rooms were spacious and clean. Prices were very reasonable. This was a family trip to see Vancouver and we are so happy we chose this hotel.

We used the Hilton Vancouver Metrotown as a place for our wedding guests to stay. A big thank you to Elaine for setting up our wedding block. The process was smooth and easy. A link was given for our guests to book rooms directly and of course calling in was an option as well. Our guests enjoyed staying at Hilton Metrotown and venturing out in the surrounding area from the mall to the restaurants & shops. Such a nice area. Highly recommend Hilton Vancouver Metrotown!

Since our arrival all the staff we met was very pleasant, especially at the reception (night time) and Tinny from housecleaning service. She was nice, efficient and very polite! The room is very clean. I will definitely come back.

The room was clean, well laid out and beautiful views. The breakfast was good, but the area could've been cleaner. I was impressed with amount of choices and quality of foods though.

A great hotel at a very good location for a reasonable price. Rooms are simple (for instance, the living room was pretty bare) but are well maintained and cleaned daily. I stayed in a suite at a high floor. It offered an unblocked view of the Vancouver suburbs, with minimal tall buildings blocking the view.

Stayed here on a Business Trip this week for 4 nights. From the moment I checked in this property exceeded my expectations. The staff and service is exceptional! Liza is a true gem! Rooms felt recently renovated and we’re cleaned and tidied daily, I had a 1 King 2 room suite thanks to being a Diamond. I did not experience the Buffet Breakfast as I left for work super early. Liza arranged a bagged breakfast that also exceeded expectations, I cannot be appreciative enough. Executive Lounge is currently opened for Coffee/Espresso Juice/Soft Drinks etc but was told it will be back to the Canapé, Breakfast, and Alcohol previous offered soon! Will definitely stay here again

We were informed there were no housekeeping services upon arrival. No compensation was offered. Rooms are more at three star rating than four. There is a picket line outside regarding staff dismissals. Hotel is adequate and staff helpful.

We stayed at the Hilton hotel Burnaby for 2 nights and man we were blown away by the customer service. Anthony at the front desk was such an amazing part of our stay. When the wifi didn't work in our room, he upgraded us to a suite down the hall from our original room. The staff were very friendly, and brought us what we needed whether it be a blanket, cutlery or mouthwash! The hotel is also just a walk away from Metrotown if you are into shopping!

The room was very comfortable and spacious with a view towards the street, towards the square. They have coffee and tea in the lobbi at any time of the day at no cost and I love it because I love coffee. The beds are very comfortable. The few employees that are there are friendly and helpful. They have a very small pool where you can go if you want to relax a bit, the water temperature is nice. The hotel is very well located, downstairs there is a small Chinátown-style shopping center with good Asian conida and at a good price. Another option to eat would be to go to the mall walking 10 min. There are also bars within a 3 minute walk and they also have good food. Unfortunately, the 7 days of our stay we do not provide room cleaning service and I want to clarify that this is not said when making the reservation, nor do they give a discount for that service that they do not do. The first day we arrived at reception we were told that there was no cleaning service that if we wanted clean towels, toilet paper, shampoo, we would call and someone would come to bring it. 7 days I had to take out the garbage myself, change the clothes on my bed and the same with my friend's other family, who were 4 people. I wonder if there are supposed to be more hygiene measures than not providing this service doesn't help with that. Every morning it was very uncomfortable to leave the hotel and see the people who are demonstrating for the dismissal and cut of personnel during the pandemic, who say they do not want to return to their work, but that is another story. The two ladies and the man who attend the restaurant every morning are friendly. But every day the eggs and sausages didn't sit well on my stomach. There were no other options. Just coffee and muffin, some apple or oranges, bottled apple or peach juice, box of cerial.

Clean, friendly staff. Great location. Close to coffee shops, mall, restaurants , sky train, Burnaby library has a lovely garden to sit for morning coffee. Comfy bed, nice view. Enjoyed the pool and hot tubs. Secure parking.

We had a wonderful stay, the rooms are so clean and the beds incredibly comfortable. The front desk staff are kind and welcoming. There are staff currently on strike in the front of the building which we were unaware of. I felt very uncomfortable crossing the picket line as a fellow union employee. Cleaning was compromised because of the lack of staff but in ordinary conditions it would be a great place to stay.

Today is my1st day at the hotel with the family, The hotel is clean so far, the pool is too tiny compared to the number of room at the hotel. I had to do a special request to get a kettle in the room. I'm still haven't made a final judgment on the Hotel but so far so good

Shameful not to settle after 4 months! Loyal employees discarded and left to struggle even more during the Pandemic. All thanks to new management who is blatantly utilizing the CoVid Pandemic to get rid of Unionized workers who have been loyal to the company since before the Pandemic and even staying with shortened hours. I would not recommend this location to anyone with respect to the working class. Not an employee or former employee for that matter just a concerned supporter of unions and legislation that protects them. Truly a shame not to settle after 4 months !

At last! A hotel that actually understands what it is selling. Sleep. The room was dimly lit in general which is my fave. The curtains covered the ENTIRE window and they even overlapped the tracks in the centre so not one annoying laser of light came through in the morning. The door was placed around a corner so no sneaky hallway light either. No noise from the street. None. (In freakin METROTOWN!) The beds were perfect, the pillows a tad on the soft side for me as a side sleeper, but they worked. I have insomnia and chronic neck and shoulder pain. I woke up rested and with a happy body. Sure, I could nitpick some other things about the hotel, but if like me actually sleeping is your #1 priority, this is the place.

I stay at the Hilton Metrotown every week for work. The staff are amazing, and the rooms are large and spotless. Breakfast has lots of options. I have stayed in many of the rooms, all have excellent views of the city. Will be back next week!

The hotel staff were so kind and welcoming. We thoroughly enjoyed our stay, and wish it could've been for longer. Everything was excellent. If we come back to Metro, we'll be back at this Hilton.

We had required joining rooms as we were traveling as a family. On Check in we had rooms on separate floors. After seeing the notes requesting joining rooms, the staff was able to switch rooms to accommodate, but we unfortunately had a handicapped accessible room which wasn't ideal (no tub).

We weren't aware before we booked of the labour dispute. However, despite that we had a wonderful stay. The staff were responsive and the room lovely.

amazing view and room. it was well cleaned, The digital key to access the room is a very good idea. The front desk staff is helpful and welcoming.

Rude front desk personnel. Staff on strike, no house keeping, you would think they would put a note on their website to warn clients, also you have yo pay for parking, an extra $20 a night. Had we known, we would have booked elsewhere.

Location wise you can't beach this hotel and hotels around metro town station. I choose this hotel primarily due to higher room cost in Vancouver city this summer. I felt this Hilton hotel provided good value in comparison. And the Vancouver metro system is a very good way to get around for my needs. Although I have to say the car park was a bit confusing at first. Hotel has great rooms. Seems to be new. I liked the room facilities. Everything was great. Breakfast was nice. Service was good but can be iffy when it is super busy. One day I had to wait for coffee for a long time. Would be better if there is self service. The staff are running up and down as it was super busy. Club lounge is small, I don't know how they will be able to deal with the influx of guests when it is fully operational again. Overall a great hotel if you need to be in Vancouver area. Highly recommended.

You cannot beat the Hilton Metrotown for location and excellent service. it is equidistant between downtown and growing businesses to the east. I have stayed there for the past 10 years with the exception of COVID period: the staff is friendly aware of my needs and will go out of their way to accommodate.

Pros: Great customer service Location close to sky train (2 blocks) Quiet room Comfortable bed Nice smelling soaps/hygiene kits Coffee station was appreciated As were the water bottles. Cons: Parking was $20/night (which is a pro compared to another place we stayed at $50/night) however still not fun. Especially when the hotel room was almost $500 for one night. Dirty toilet upon entering room, with poo smeared (yuck), when called the front desk they sent someone to clean it. Soft pillows, hardly supporting head.

I was going to give 1 Star, but there was a lot of redemption! - Staff was pretty friendly upon arrival and throughout the stay. - Location is great - Parking is great, but can get crowded. Okay, we were told the pool (which is SMALL) was available until 11pm. Of course my 11 and 8yr old want to swim. So we did the 1st night. I was in the hot tub and my wife was sitting on the lounge couch. The night manager came out telling my kids to get out of the pool. The tone was very unprofessional. But once he saw us, it was better. Of course we wanted to know why as nobody said anything (and of course someone complained). We then had issues with our room's lock and they took care of everything by moving us to another floor and waived a few additional items. The redemption was how we were approached afterwards and how things were taken cared of. So we were happy. We are not ones to try and cause issues at hotels.

Everyone here was so friendly. Our room was upgraded and was a fantastic room!! The food was great and got to know Steve when we went to the restaurant for evening drinks. Gave us great ideas on what to do around Vancouver. We would live to come back to this hotel in the future!! Thank you for taking such great care of us!!!

The Hilton Vancouver Metrotown and their team are amazing! We had our wedding ceremony and reception at the Hilton and their attention to detail and working with us was easy, smooth and worry free. From our first interaction with Jackie we knew we had chosen the right venue. She was efficient and very quick getting back to us with email questions and by the end of the wedding and reception we were even below budget and with her help and assistance our dream wedding came true. The chef and his team out did themselves and the meal selection for our cocktail hour and reception left our guests asking for more! Jackie is a true professional and would highly recommend her and her team. Thank you for making our dream come true. Charlene and Ranj.

Great stay. Wasn't allowed the courtesy morning breakfast. Which is usually never an issue. Must be trying to save money. Poor policy for the prices you pay for rooms only wanted a bagel and coffee... lots of other places to stay for a family of 4 next time bye bye :) Other patrons were being turned away and were very surprised. Very small detail will effect your business in the long term. AUGUST 02 2022 Just checked into the ELEMENT up the street nice place here for 4 days courtesy breakfast I might add

This hotel was LOVELY! The security was really on top of things and made me feel very secure. The rooms were very clean and accomidating. Beds were excellent! Feather duvets are an excellent touch. The front desk attendants were kind, warm and welcoming. It was a lovely stay!

From the time we arrived for our overnight stay the staff were extremely friendly and helpful, they go above and beyond, they accommodated our every need with enthusiasm and made our experience a great pleasure. The rooms were clean and comfortable, the grounds were immaculate and the staff were all professional. I will definitely visit and book without hesitation at another Hilton.

Friendly staffs. Clean hotel. Beautiful atmosphere inside and outside around that part of the city. Walking distance to everything downtown. Nice comfy rooms, we enjoyed the small pool and hot tubs. We had dinner at the restaurant and the food is good. We will come again!

An excellent hotel with an exceptional staff, amazing service and excellent amenities. I want to recognize Neha at the front desk for her wonderful demeanor and abilities to make me feel welcome and important. The breakfast was delicious, good location, nice hot tub. I only wish the pool was bigger and covered. My favorite hotel in Burnaby!

Our booking was for 2 nights. We checked in late just before midnight because of a flight delay.There were no towels in the room. I had to go downstairs to reception to request for them. They were later delivered to the room by the night security person. There were 2 complimentary bottles of water for the first day. Additional bottles were chargeable at $3.00 each. We requested that a waste bin for the bathroom as it was not there when we checked into the eoom. Are Hilton cutting back on services and amenities? The expected high standards of Hilton were lacking on this occasion.

Parking was only underground, where was very difficult to find a parking space especially when there was a conference in the hotel. Our friends was asked to temporarily park at the mall parking and show up in 3 hours (to avoid to be charged by the mall) to move the car into the hotel parking space when the conference was over. Very inconvenient. WiFi was provided but the connection was very poor. You need to spend 20 min to get a connection, and connection was interrupted time to time. Swimming pool is very small, narrow, outside on the 3d floor. My kids was looking forward to spending time there, but couldn't entertain for long. In addition my kids got sick after swimming there. Breakfast was not provided, was told to wait till I will be gold or platinum member. In the room we had a coffee machine but only two cups and two coffee bags. For the price we paid continental breakfast should be a must. The room was comfortable, had big window with a view, but not clean, we found some pet food left on the floor. Not happy with the stay. Was in other hotels and would say this one is a two star hotel.

From the moment we walked in, the Front Desk and Concierge were very friendly and accommodating! We arrived before check-in time as we had an early flight in and the Front Desk was able to check us in early and find a great room for us, also we felt welcomed as Diamond members. Rooms were very spacious and clean! Housekeeping staff greeted us every morning. Great selection at the breakfast buffet and our waiter was very friendly as well. Location was also really close to Metrotown station, the mall, and yummy food nearby. Overall amazing service all around which made our stay one of the best we've had!

Very good stay over Labour Day week and weekend for soccer and to move one of the kids down to UBC. The hotel is well situated close to the Metrotown mall and a couple of grocery stores, and was clean and quiet. Staff were extremely helpful assisting with parking our U Haul trailer. Hotel is experiencing a labour dispute so housekeeping and catering services were curtailed but good instructions provided for that. We would stay there again.

If I could give this negative stars I would. Worst customer service experience of my life. Was given unclear instructions and expectations about my reservations which resulted in an additional $500 mistake on the hotels end. I had to call multiple times to get answers. This is only one costly incident, the second is charging me 3 nights of overnight parking when it was only 1. I was told I’d be given a call back when it was all fixed and never heard word until a whole week later when I had asked for a follow up. English is my first language and the language barrier between front desk staff is pretty apparent and was told I was the one who misunderstood the agreement when I’ve done my best to be patient and understand plus ask for clarification numerous times. You need staff to manage and work front desk who can speak and understand English well enough so there is no miscommunication with paying guests. Very poorly managed, honestly don’t stay here if you want to spend more than what it’s worth. Judging by past reviews on this hotel, I’m not the only has who has had to ask for their money back. I will be contacting my credit card company to refund me for this ridiculous mistake that the hotel took no accountability for.