I’m going to start by saying that I’m not one of those people who is especially fussy about hotels, nor am I generally one to complain (you can see I've posted several other positive reviews about other hotels and resorts). They don’t have to be modern or fancy, but they do have to be clean. We had a concern about the cleanliness of the beds in our rooms at this hotel and trying to resolve the issue after-the-fact was a very frustrating and extremely disappointing experience – one of the worst customer service experiences I’ve ever had in my life!
In April we travelled to the Caribbean for a week with friends and left their car at the Days Inn Toronto Airport before our trip, with the intent to stay overnight when we returned after a late flight. We chose the Days Inn because the price was reasonable and we weren’t expecting a 5 star hotel. When we arrived we were very surprised that the lobby was recently renovated; everything was shiny and new and appeared very nice. We had pre-booked the airport shuttle and didn’t have any issues getting to the airport.
On our return, we landed at Pearson at 2:30am, it had been a long day of travelling, the weather was crummy and we were really looking forward to a few hours of sleep before driving home in the morning.
We checked in sometime around 3:30am. When we entered our room we first noticed how everything (bathroom fixtures, carpet, furniture, etc.) looked brand new, but then we noticed the lights were already on, there was an open phone book on the coffee table and the bed had been turned down unevenly. It didn’t look right, it seemed that someone else had been in this room already, so we didn’t touch anything and called the front desk right away. The staff member at the desk agreed that the bed shouldn’t be turned down already, apologized and brought us a key to another room within a few minutes. This was not a problem.
However, once in the 2nd room, as we were getting ready for bed, our friends called from their room down the hall to say they had turned down their bed and found what appeared to be SCABS and BLOOD droplets on their sheets! They were really upset about this and said they’d prefer to just drive home, despite being exhausted. We then checked our bed and found 2 small spots, also looking like blood - near the pillow.
My friend advised the front desk that he was willing to pay for the parking, after all, the car had been there for a week, but that we expected to be refunded for the rooms. Again, the man at the front desk apologized to us. He advised that he didn’t have the authority to refund the rooms, but that he would let the manager know about it the next day. Once hearing that we weren’t going to be refunded, we asked the front desk man to return to the rooms with us; we wanted him to see the condition of the beds and we wanted to take pictures. He did this and my friend took pictures. We left at 4am, only 30-40 minutes from when we had checked in. We stopped for coffee and drove 3 hours home.
The next day, my friend and I each called the hotel and spoke with the manager, explaining our concerns. He did not even apologize for our experience. He said he was going to “investigate” and he would call my friend back the next day. He did not call back the next day, not even after I called to follow up with him. In fact, it took a WEEK, after leaving several messages with other staff members and finally a phone call to register a complaint with a 1-800 customer service number, before we ever heard back from anyone at the hotel. At that time I was told it wasn’t blood, but maybe ketchup or chili sauce on the sheets, which I don’t believe. I was offered 50% off a future stay, which I thought was ridiculous – blood or hot sauce aside, the way they had handled our concerns up until then was completely unacceptable and for that alone I would never return there - not even for a free stay. Besides that, even if it was ketchup on the sheets, it still means they weren’t clean.
I said that I didn’t want 50% off a future stay, but I expected a refund. We didn’t stay there because the beds weren’t clean, not because we changed our minds or wanted to drive all night long. I was told that he had to consult the manager, but I would get a return call within 24 hours. Of course, no one from the hotel called me back, again. I had to call back several days later and after another very frustrating conversation, was finally told that they would refund us only for 1 room - not the room with the parking (which was my friends’ room, and actually the one that had the most stains on the bed and was the reason we left the hotel).
We’ve moved on – it was never about the money, but about the principle of it. Other than the man who was working the front desk that night, I’m extremely dissatisfied with how the other 3 managers/staff members I spoke with handled our concerns and I will continue to tell every person I know who is looking for an airport hotel to NEVER stay here. Even if the problem we had with the sheets was a 1-time thing, (maybe the housekeeper was having a horrible day?) I am confident that any guest who has any sort of issue/concern will experience a massive headache trying to resolve it with this management team!
- Official Description (provided by the hotel):
- Conveniently located just minutes from the Toronto International Airport, the hotel has undergone a complete renovation in 2010. Our property offers free airport shuttle, park and fly service, business centre, fitness room, and rental car agency. We offer free continental breakfast, free HS internet and free parking. All rooms include Fridge, hairdryer, alarm clock, coffeemaker, iron and board, cable TV, 37in HD flat screen TVs and free weekday newspaper. ... more less
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- Also Known As:
- Belaire Hotel Toronto