The rooms were very very nice. The lobby was ok and the staff did not offer to help with the bags. Did not feel like I was given 4 star service

I’m a Diamond member who stays with Hilton often, and my recent experience at the Westley Calgary Downtown was a blend of the frustrating and the fantastic. Check-in wasn’t ideal—I prepaid for parking online, but the front desk initially told me there was no space. Only after verifying my name and status did their tone change. In my view, every guest should be treated with the same courtesy you’d show a Diamond member from the start. That said, Danica at the front desk absolutely restored my faith in Hilton hospitality. I returned to the hotel after dropping my partner off at the airport, feeling sick and emotionally drained. I accidentally overslept past checkout, and instead of being harassed or rushed out like I’ve often experienced, Danica showed genuine care and understanding. Her kindness, calm demeanor, and flexibility were exactly what I needed. She made me feel like Hilton still has a heart. I spoke with her several times and each interaction was thoughtful and warm—something that’s been missing at many hotels post-COVID. The housekeeping team was also wonderful—respectful, English-speaking, and sweet. I appreciated how they responded after I warned them about potential illness and stripped the linens myself. The restaurant team downstairs was equally hospitable. Everyone who helped me after check-in made me feel truly welcome. If you want your day to go better and have a smile on your face ask for KC to help as your server. He was worth more than the food and I found myself desiring to tip him accordingly. Some servers pretend to care and listen, it's a very busy job and time is precious, KC gave as much time as was required without making anyone feel like he was more focused on his next task then them. Only complaint—my digital key stopped working after checkout, and needing a physical key to access the garage from inside the building seemed unnecessary and frustrating when you’re already in the hotel. The room itself was spotless and very comfortable, and the eco-conscious water setup was smart and reasonable. In short: the front desk experience started rocky, but Danica completely turned it around with genuine compassion, respect and a depth of focused understanding that only comes if you care. I love people and especially love people who love people too.