We booked a park and fly package at this hotel before flying to Hawaii for our honeymoon. Other airport hotels only offered packages with parking up to 14 days and we needed to park for 17. We picked the Staybridge because it offered 21 days of parking and a free shuttle to and from the airport. Upon check-in, the receptionist made no mention of our park and fly package or how to reserve their shuttle to the airport which, by the way, is parked in their back parking lot. All he seemed interested in was giving us our room key and getting us out of the lobby. After asking him how their park and fly worked, he promptly replied that they do not have a park and fly package and that they do not run shuttles to the airport, even though I had just parked my car next to it in their back lot. After informing him otherwise, he "remembered" that they do in fact get outside shuttles to take people to the airport but we have to arrange them ourselves and pay $18 per person each way, even though our rate said it included shuttle service in the price. After showing him our confirmation, he agreed we were correct and offered to book us a shuttle for the next morning for departure at 7am. I wondered why they got an outside shuttle service to take guests to and from the airport when they have a shuttle parked idle in their back lot but didn't care to ask because he didn't seem to know much of anything about the hotel. I did however ask how we are supposed to get a shuttle when we returned in two weeks, he said to call ahead the day before we arrive to arrange pick up which, didn't make sense to me because it would cost me a lot of money to call their hotel long distance from Hawaii. He insisted that this was how it worked and I figured I would ask the morning receptionist to be sure. My last question for him was if I needed anything to put in my car to indicate it was going to be parked there for two weeks or if I needed to give my vehicle's information so it wouldn't get towed and he replied I did not which made me uneasy about leaving my car there.
The next day we had an early flight to catch and their free breakfast was supposed to be served by 6:30 which would have given us ample time to eat before our shuttle came at 7:00 but not surprisingly, breakfast wasn't ready and we had to settle on some over ripe fruit and a yogurt that was put out, not the breakfast or the convenience I was looking for when I had booked this hotel. When we checked out, I asked the night auditor at reception about leaving my vehicle's info and he said they should have taken it when we checked in so I promptly gave it to him, feeling better that my car wouldn't be towed while we were away. I also asked him how to book a shuttle when we return and he told me the same story as the kid the day before, we call a day in advance. I wasn't happy about this but didn't have time to argue because it was 7:00 and our shuttle should be been waiting for us. Big surprise, the Morning Star shuttle that they had booked for us wasn't ready and waiting, it arrived 15 minutes late. The driver offered no apologies and immediately demanded $18 per person for transportation. I told him it was included in the price of our stay and he replied that the hotel should have given us a voucher. I had to go back into the hotel to get two vouchers for us which ended up costing us more time. Not a great way to start a honeymoon.
When we arrived in Hawaii, I emailed my mom to see if she could call the hotel and reserve a shuttle for us the day before we get back to save the long distance charges. When she called, she was informed that they have no record of us staying at the hotel and that they would not send a shuttle to get us at the airport. After wasting time playing email tag on the last day of my honeymoon, I gave my mom our confirmation number which she supplied to the hotel and they magically had a record of us now. However, she was informed that the hotel doesn't book shuttles a day in advance and that we were supposed call the hotel when we arrived back at the airport, she was told that whomever gave us the whole "call the day before" spiel was incorrect. How could two employees tell the exact same incorrect information? Needless to say, I was angry and our last day in Hawaii was ruined because of the anxiety of not knowing if we would even have a shuttle from the airport and because of how unprofessional this hotel is, wondering if our car would even be in the parking lot when we got back.
When we arrived back in Toronto and picked up our luggage, I called the hotel around 4:00pm to send us a shuttle. The person on the phone was actually courteous and knew what they were doing, they told us where to meet the shuttle and said it would be at the S5 pickup location. Could we have finally got the service we were expecting? No. After having a delay getting one piece of our luggage and getting a little lost, we arrived at the shuttle meeting place at 4:20pm. The shuttle was a Morning Star minivan and we were greeted by a woman talking on her cell phone who asked if we were going to the Holiday Inn. We replied no and continued looking for our shuttle, a minute later, the woman was off her phone and asked if we were with Staybridge, it turns out she was our driver. She asked if we called for the shuttle around 4 and we told her yes. She immediately told us that she was already here when we called and pointed out that we were 20 minutes late and she missed out on other customers because we took so long. Excuse me? We called at 4:00 expecting to wait around 10 minutes for the shuttle to show up anyway, how could we have known she was there when we called the hotel?
Without helping us with our luggage or even unlocking the van so we could get in, she promptly went around asking other people if they needed a ride, without realizing she was parked in an area that blocked the airport buses. A bus driver told her to move her van which she did, driving it about 100 meters away from us without loading our luggage. So we had to drag the bags down to the van again and wait while she explained she had one more passenger to wait for and that she didn't want to drive us and come back for them because she didn't want to deal with rush hour traffic. She also said it would be $18 per person to drive us. After once again explaining to another of their drivers that it was included with our hotel, she didn't believe us and called the hotel to confirm what we said. She rudely told us that we owe her two vouchers then. Of course we didn't have these because the ignoramuses at the Staybridge didn't give me any for the return trip home. I should have asked when I left the first time but I forgot in the fluster that was check out. We agreed I would give her the voucher when we got to the hotel and she went off to find the other passenger.
We thought she would only be a moment or two but after several minutes of waiting, I thought about just getting a taxi but couldn't justify paying $40 for a cab when we had already paid for a shuttle in our room rate. After 40 minutes of waiting outside the van for her to look for the other passenger, she decided she missed the passenger and it was time to leave. After loading our own bags into the van, we were finally off from this nightmare at around 5:00, or so we thought. She immediately got on her cell phone while driving which is extremely dangerous and illegal. She got off the phone and we ended up driving around to another part of the airport for her to look for more passengers who I'm assuming had just called her. It was at this point I got fed up after putting up with this after a day of travelling for 14 hours and I let the driver have it. She immediately blamed me for her having to look for more passengers since we were late 20 minutes in the first place, she said that she waited for me and now I owe it to her to wait- What planet is she from? She told us she was already at the airport when we called the hotel, it's not like she had to drive all the way there just for us since she had other passengers to get who still had yet to materialize. We had also paid for her to be there with our hotel package so where does she get off blaming us for being late. During this argument, the other passengers she was looking for appeared. After jamming them and their luggage into the tiny minivan, I asked if there was anybody else we had to get and she didn't even respond to us, she drove us back to the hotel without any other word said. We got back to the Staybridge and had to pull out the other passenger's bags to unload our own and still had to get our vouchers from the front desk. I gave her the vouchers and she said nothing and left. By the time we got back to our own car which thankfully was still there, parked beside their own shuttle which hadn't moved from the spot it was in since we last saw it, it was close to 6:00.
Thank you Staybridge for making the beginning and end of our first vacation as husband and wife a stressful, awful, and anxious experience. The last thing I want in a park and fly is to be late for my departure and spend almost 2 hours leaving the airport upon arrival but you managed to do both. Why you have taken a simple park and fly idea and turned it into such a backwards and inefficient process is beyond me, especially when you have your own shuttle sitting idle in your back parking lot. If you are looking to a great park and fly experience at YYZ, I suggest you look elsewhere.
The rooms facing south have a great view of their shuttle that doesn't move from its spot in the...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.