Worst experience ever.
09/12/2017 Kimberly A, Toronto, Canada
It started with the shuttle that picked us up from the airport. The shuttle picks up for several hotels. We dropped other people off at other hotels before getting to the best western. When we got o... more
It started with the shuttle that picked us up from the airport. The shuttle picks up for several hotels. We dropped other people off at other hotels before getting to the best western. When we got out of the shuttle with baby in hand, the baby’s carry on suitcase was no where to be found. Leaving me with the baby in the lobby of the hotel, my husband had to go and retrace steps with the shuttle driver. An hour later they returned. The driver had given our bag to another couple and it was finally found at the clarion hotel. The front desk keeper charged a rate higher than we contracted on line. My husband had to sort this out when he returned. We finally went up to our room. There were cigarette burn holes on the comforter. The room was totally run down and dirty carpets. We brought this to their attention. They offered us a suite upgrade. Again the room is run down. This room smelled so much like cat urine it was gross. But with no other options we had to make it work. I couldn’t wait for morning to arrive. What a terrible start to a cruise vacation. The whole experience was unacceptable. Don’t stay here. less
Jessica L, Guest Relations Manager at Best Western Airport Inn & Suites, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. We will also contact our 3rd party Shuttle Company in order to them to addressed also their faults.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.