Element by Marriott Toronto Airport

I cancelled a week of parking at a third-party lot because, seven weeks before our stay, someone I reached at the front desk told me I could use the hotel’s park and fly package and pay at check-in. I’d booked the hotel months earlier and called specifically to check on this. When I arrived with my group, the desk agent said there was no park and fly available. I showed him my call log, and he said it was first come, first served, then just stared at us. An hour later I asked for a manager because this affected two other rooms traveling with me as well. A young woman came down and said I must have spoken to central reservations and that they had no park and fly options. She also said they weren’t doing first come, first served that season, although the desk agent had just told us there was no parking available. Nobody apologized or offered to help find a place for a week of parking. They just blamed the call centre. I worked at Starwood Hotels for over 10 years, including on the reservations line and in corporate customer service, and I know I spoke to the front desk that day. I showed the woman my call logs too, and got a rude smirk and a blank stare. We would never have cancelled our parking if we’d been given accurate information. Three people gave us three different versions. Avoid this hotel if you want a smooth trip.

I picked this hotel because Terminal 3 is a 5-10 minute walk away. The shuttle runs often, but I’d rather not wait and like getting some exercise before and after a flight. If I’m flying from Terminal 1, I take the handy train between terminals. This week I walked from the hotel and was through security and customs, sitting in the AC Maple Leaf Lounge in Terminal 1 US departures, within 30 minutes.

The room was cramped and worn, and the washroom’s barn-style sliding door gave almost no privacy. That’s a long way from what I expect at a Four Points by Sheraton. I’d paid in advance for an extra guest and booked a rollaway bed, so it was really disappointing to show up with five people and be told the room could only take four. They should make that clear before check-in, not at the desk after a long trip. The stay fell short of the brand’s name and reputation.

Affordable, with friendly staff and nice rooms. Breakfast was good, and it’s only a short walk to the UP express train into the city. The location is great too.