TripAdvisor Traveler Rating

The location was absolutely excellent and the staff very friendly. Unfortunately the hotel is somewhat dated and perhaps that’s the reason the air conditioning is not working properly. Pool area is rather dated as well. It is great value, but the air quality was a negative.

Unfortunately, our stay at The Hollis fell far below what I expected from a Hilton property, particularly at the rates this hotel charges. I do, however, want to acknowledge the manager who handled our concerns exceptionally well at checkout. We booked more than a month in advance as part of a group booking. On arrival day, the hotel texted me at 12:33 p.m. saying our room was ready. I completed mobile check-in, was assigned Room 803 and received my digital key. When we arrived and went directly upstairs, I suddenly no longer had access to the room. At the front desk, the employee couldn’t initially locate my reservation by name despite my having already checked in. I had to provide my confirmation number. We were then assigned a king room with a pull-out couch, despite having booked a different room configuration. I returned to the desk and was moved again, but was told our booked harbour view was no longer available because all harbour-view rooms were taken. The next room was finally the correct configuration, but there were wet marks/stains at the foot of one bed, hairs on the toilet and visible stains/residue on the table surface. I took photos and returned to the front desk again. After showing the photos, I was initially told there were no other rooms available, despite guests clearly still arriving to check in. When I questioned whether everyone had already checked in, another room was found. When I was handed the keys, I was told, “This is the last one.” Ironically, this final room WAS a harbourview room, which exactly what we had originally booked and had just been told was unavailable. Unfortunately, when we later opened the pull-out bed for one of our teenagers, we discovered multiple visible brown/rust-coloured stains and discoloration on the mattress. This meant we had encountered cleanliness concerns in two separate rooms. We then needed sheets for the pull-out. My husband called the front desk twice in a row with no answer. He eventually went downstairs and found multiple guests waiting for assistance. One happened to be another member of our group who said she had already been waiting for more than 15 minutes, while incoming calls continued to ring unanswered. The following day, we also ran out of toilet paper. My son went to the front desk and was told there was none available there but that some would be sent to our room. We remained at the hotel for approximately 30–40 minutes afterward, but none arrived before we left for the afternoon. Perhaps one of the most disappointing aspects was that the hotel proactively texted me asking how our stay was going. I responded with a detailed explanation of everything that had happened and attached photographs of the cleanliness concerns. I never received a response or even an acknowledgment. Our daughter also told us that while returning to our room with members of her group, she overheard two housekeeping employees complaining about having to clean rooms on our floor and saying they were going to “half clean.” After personally documenting cleanliness problems in two separate rooms, it was certainly concerning to hear. I do, however, want to give significant credit to the manager we spoke with at checkout. She intently listened to our concerns, sincerely apologized and immediately acknowledged that what happened should never have occurred. Without us asking for compensation, she provided an adjustment to our stay and told us she would be following up with housekeeping. Most surprisingly, she told us that none of the concerns we had raised during our stay had been reported to her. That was extremely disappointing considering the number of times we sought assistance and particularly because I had responded in detail, with photographs, after the hotel itself contacted me asking about our experience. Unfortunately, appropriate service recovery at checkout cannot undo the multiple problems we experienced throughout the stay. The room-assignment confusion, cleanliness concerns in two rooms, difficulty obtaining basic supplies, unanswered front-desk calls and failure to escalate our complaints made what should have been a straightforward hotel stay unnecessarily frustrating. The location is excellent, we ultimately received the harbourview room we originally booked and the manager’s handling of our complaint at checkout was excellent. Those things deserve acknowledgement. However, the overall organization, housekeeping and front-desk service during our stay fell far below what I expected from The Hollis and the Hilton brand.

Overcharged and under serviced. This place is a loser. Don't waster hardearned funds on this non-descript property. Its clear they are losing money. Espresso machine broken, cutlery and dishware removed from suites, lobby bar closed, no valets to assist with bags, limited front door vehicle access. Suggest Sutton Place as an option

Little if any soundproofing, could clearly hear conversations in neighboring rooms and in hallway. Street noise also an issue due to single-pane windows. Book elsewhere, or bring earplugs.

Beautiful Hotel! The rooms were clean and spacious. I picked a room that faced another tall building so I cannot say much about the view (Thats on me) but from the other windows we could see a beautiful view. Both men that we spoke with at the front desk were Incredibly kind. AND a huge plus... This hotel actually answers their phones! The waterfall shower was wonderful as well. We ended our trip to Nova Scotia in this property. And it was an absolutely perfect end to our vacation.