Holiday Inn Express & Suites Toronto Airport West by IHG

Rosa turned our stay around. When we reported a room problem the next day, she listened without judging, showed empathy, and went out of her way to sort things out. We felt then that choosing this hotel had been the right call. Before that, check-in had been just okay during a snowstorm, with a poorly cleared parking lot, a slushy lobby, and a rather cool welcome at the desk. We’d been Marriott locals, but had picked IHG for our last five North American stays. I hope management recognizes Rosa’s commitment to great service, and that I’ll return one day to see her in a management role. Bravo, Rosa.

The airport shuttle was on time in both directions, which made things easy, and Ruja at the front desk was friendly, professional, and excellent. We also appreciated being able to leave our bags while we went to eat nearby. Our flight wasn’t until 7:00 p.m., and the staff kindly gave us complimentary late checkout until 1:00 p.m. Breakfast had a great variety and was very well organized. Excellent experience from beginning to end. We’d gladly stay again and recommend the hotel.

We had a king suite with plenty of space, and the price seemed fair for the holidays. The room was clean, the bed comfortable, and the pillows decent. Check-in was easy, and the board showing flight information was handy, just like at the airport. There was no blow dryer, but the shampoos, lotions, and other toiletries were good quality and plentiful. A photo showed old water damage, which didn’t affect us, though it’s clear there have been issues before. Traffic noise was loud, but that’s not the hotel’s fault. The location is good, with a Montanna's and Kelseys within walking distance. I’d stay again.

I’ve been coming here for a long time and it’s always been a great stay. The hotel is comfortable, welcoming, and well maintained, and the staff are professional, friendly, and ready to help. Preetaman deserves a special mention for being so courteous and helpful, and for going the extra mile to make guests feel looked after. He deserves chances to grow in his career. I’d recommend this hotel to anyone looking for a pleasant, dependable stay.