I was experiencing flight delays that would mean my connecting flight likely would not be until the following morning. I am pregnant and did not want to be stuck in an airport. I called the hotel around 9:30PM to ask if I could book a room if I showed up around 1:00AM. I was told to book a reservation at that point. I had mentioned to the agent over the phone that I did not want to book the room if I was not able to cancel it (in case my flight was cancelled/delayed) as I did not want to be charged for something I might not need. He confirmed on three+ separate occasions that I would be able to reserve the room and to call immediately when I knew if I would not need the room. I warned him this may not be until I land in Toronto (as I was not able to confirm the time of my connecting flight until I landed given my originating destination was delayed on numerous occasions). He told me this would be okay and that I would temporarily be charged a penalty and I would just need to speak to guest relations to receive a full refund. I asked for a note to be on my file to this effect. Upon landing, I realized my flight was only a few hours away so I called and asked to cancel. I was told this was not possible. I was considered a no show, had no notes on my file and nothing could be done. Guest relations kept bouncing me around, so I repeated the same conversation over 2 hours. I was told a lie so the hotel could get a sale and told it was my fault. This was terrible customer service.

I just spent three nights here in an accessible room. It was not very pleasant. The room was filthy, with grime and spots of liquid on the walls, baseboards, doors, light switches, you name it. When you walked into the room, you immediately noticed that when they laid the manufactured flooring, they left 1/2 inch gaps between the ends of each length of board, it was the oddest thing and looked horrible and completely like no one cared another to do it properly. The staff were all quite friendly, and I didn’t bring the issues to their attention until I checked out because I didn’t want to move rooms and they didn’t have any other accessible ones. When I did show the manager the pictures I took, aside from asking me to send him the pictures, I got no response. No thank you, no sorry, nothing. Overall, not super impressed, I’d give this one a pass in the future.

The Hotel was perfect .. close to airport .. staff was very friendly gave us a room on higher floor which made my husband super happy as he can watch planes lol… and I love view from higher floors .. perfect place to stay especially if needing to utilize the airport.