Terrible Customer Service
We ended up staying at this hotel due to a set of delayed flights. By the time we got to the hotel, it was around midnight, and we needed to be up by 5 am to get back to the airport for our delayed fl... more
We ended up staying at this hotel due to a set of delayed flights. By the time we got to the hotel, it was around midnight, and we needed to be up by 5 am to get back to the airport for our delayed flight.
When the shuttle finally arrived and we got to the hotel, it took the agent almost an hour to check us in, cutting down on our already limited sleep time. The representative sat there for 45 minutes fumbling around with the computer, clearly not familiar with the system. Another representative came up and checked in 5 groups in that same period of time, not offering any assistance to the employee that was fumbling around attempting to find our reservation.
The room itself was fine, but the service here was quite lackluster and could use significant improvement. Especially considering it was an airport hotel, it seemed like the hotel had no value for guests' time late at night when it was just going to be a quick night's stay. less
BWPLUSTorontoAirport, Front Office Manager at Best Western Plus Toronto Airport Hotel, responded to this review
Dear Valued Guest,
Thank you for taking the time to leave us a review and for sharing your feedback with other travelers. On behalf of our Front Desk Staff, I would like to apologize for having you kept waiting. We do understand how tiring it can be while travelling, and it’s very important for us to ensure you get the highest quality of stay, and a night of full rest. This is not the type of service we aim to provide, and we will be training our staff member so this situation doesn’t repeat itself. Having said that, we also do have a few new members who are in learning which may have caused the delay. We hope you understand and if there is anything we can help you with, please give us a call to speak with one of our Managers on duty.