Very Disappointing the worst hotel out of the 5 Best Western hotels we stayed at over 3 consecutive weeks
09/06/2019 William C, Plymouth, United Kingdom
I am sorry to say there is little "Best" or "Plus" about this Hotel, rather "Minus" previously indicated in Trip-Adviser. It has a reasonable pool (with no towels and minimal facilities ) which is why... more
I am sorry to say there is little "Best" or "Plus" about this Hotel, rather "Minus" previously indicated in Trip-Adviser. It has a reasonable pool (with no towels and minimal facilities ) which is why I assume its been given a "Plus"? Things started badly with the Shuttle driver who was pretty blunt.(on every occasion we used it) good manners and politeness costs nothing! (he needs a paid 2 hour course on customer relations.) On arrrival we met other guests at the hotel, on chatting with them we were met with a a frown, an embarrassed laugh and a whispered " The Hotel is not great". Our room smelled++ of Musty towels when we arrived, and had to change rooms but the second room still had an odour issue -is it their air conditioning? 'Don' the manager in the bar/restaurant was charming and chirpy-despite an inadequate small restaurant and basic limited menu-he was the star of the hotel.Single handedly he cannot drag this hotel up to anything more than a poor /very below average.This was our 5th BW hotel, over a 3 week vacation. This Hotel really does not merit a "Plus. You get what you pay for, but we felt misled by its BW rating, lesson learnt, next time will use the BW Premier- we are now somewhat disillusioned with the BW Hotel brand, the BW and BW plus with odd exceptions are much more "down market" than we were led to believe. I feel many of the staff try very hard and they deserve better from BW- quite simply customers will vote with their feet which we intend to do. less
BWPLUSTorontoAirport, Front Office Manager at Best Western Plus Toronto Airport Hotel, responded to this review
Dear William C,
We are deeply saddened to read your review in that your expectations during your stay with us were not met. We truly appreciate your feedback and are sorry we let you down regarding the services and facilities we provide at the hotel. We understand you have many hotel brands to choose from and would not want your experience to turn you away from the brand. Your comments are greatly appreciated as we will look into addressing your comments and concerns. I do hope you would consider in the future giving us another chance to provide better experience for you.