One late night check-in
01/10/2018 Richard F, Victoria, Canada
Not a good experience. Arrived late – there were two clerks and two groups checking in ahead of us. It seemed to be taking longer than normal. After group one checked in – clerk one disappeared – neve... more
Not a good experience. Arrived late – there were two clerks and two groups checking in ahead of us. It seemed to be taking longer than normal. After group one checked in – clerk one disappeared – never to be seen again. Once the second group checked in, we waited to be acknowledged. Finally, I got his attention by speaking up – I said we had a reservation and gave him my name. He did all the usual check-in things but never asked if we preferred points or a welcome gift. We got our room and key. We were well unpacked when the door to the room opened and a couple stood there wondering why we were in their room. They had just checked in after us. The clerk had assigned our room to them as well. They left since we were already occupying the room. I’m sure their review of this Best Western will also be negative.On a positive note – the bed was comfortable.Breakfast in the morning – the service was extremely slow.When we returned to our room, neither key worked so we had to back down to the lobby and get our keys reprogrammed. We planned to use this Best Western twice more on our visit to Ontario, but based on this experience, we cancelled and booked elsewhere. less
BWPLUSTorontoAirport, Front Office Manager at Best Western Plus Toronto Airport Hotel, responded to this review
Dear Richard F,
We are deeply sorry to hear of any issues you encountered during your check in on the night of your arrival. We strive to provide exceptional experiences for our guests, and I can assure you this is not the level of service we normally provide and apologize that we let you down.. We know you have a lot of other hotels to choose from, but we hope you will give us another chance next time you require hotel accommodations.