Quality Inn & Suites - Toronto West

The front desk response and Expedia’s handling of my refund request made a bad stay even harder. I asked for a refund right away so I could leave and book somewhere else, but Expedia said the booking was non-refundable and they would “try” to reach the hotel. The property didn’t respond to repeated attempts, so the case went to a back office team with a 24-72 hour wait. I was left stuck in an unacceptable situation. I’d stayed at Quality Inn & Suites - Toronto West before without problems, so I booked again on February 21, 2026. This turned out to be the worst hotel experience I’ve had. The first room, on the second floor, reeked of marijuana. We were moved to a main-floor room, but it had an adjoining door, and smoke from guests in the next room came straight into ours. The door was locked, but that didn’t stop the smoke. When I reported it, the front desk clerk said he’d “call them” rather than go address it in person. That did nothing to fix the problem. There was no parking available. When we arrived, police were in the lot going through someone’s vehicle. After we went out briefly for food, we came back to find police searching another vehicle. I didn’t feel the setting was safe or comfortable, especially for families. The hotel failed on cleanliness, enforcing its non-smoking policy, safety, and customer service. I won’t stay again and strongly recommend families stay elsewhere.

The staff were excellent, helpful, and professional, and the continental breakfast was nice. The motel is close to the airport, with a useful shuttle. I could leave my vehicle there while away, which cost much less than airport parking. I’ll return since the good points outweigh the bad, and they were installing new TVs in all the rooms, so perhaps a refresh is coming. The bathtub plug was in pieces in the tub. If that went unnoticed, I wondered whether the tub had been cleaned, so I skipped the shower. The decor looks tired, and the level 2 hallway carpet wasn’t in the best shape.

The building’s exterior looks ready for a renovation, but the rooms have been updated and were clean. The staff were nice, the rooms quiet, and the usual amenities were there. Coffee and tea are available in the lobby or rooms around the clock, and there’s a free airport shuttle. It’s a good pre-flight or post-flight stop, and I’ll stay again. Breakfast is free, but I didn’t find much appealing. There’s no restaurant or anything interesting nearby, and bottled water isn’t complimentary. Internet is free, though it dropped out a few times in my room.

On the return trip, we waited an hour and a half for the shuttle in the freezing cold at 3 a.m. We were first told to reach the designated pickup spot before calling, so we called again three minutes later. It was supposed to arrive in 15 minutes, then in another three. After another call, we were told there was a major highway accident, but the maps showed none. More calls brought different excuses, and the driver gave us several untrue explanations. When we got to the hotel, I had to ask for a receipt. The clerk went to another computer after I questioned the invoice about the discount I’d been promised at checkout, but the replacement invoice had the same total and no discount. I complained to Choice Hotels. They said the hotels are individually owned franchises, so they couldn’t act, and offered points for another free night there. I said I’d never return and tried to escalate the complaint, but they refused. The first room, 116, had no TV service and a toilet that kept running. A man came from the front desk, said he couldn’t fix it, and told me to live with it. They moved me to room 118, where both problems were still there. Another man said he couldn’t fix it either but would send someone to replace a part. That stopped the running, but the toilet then leaked onto the floor. He couldn’t fix that and told me to keep adding towels. Before bed, I found a large urine stain on the mattress pad under the sheets and took a picture. I was disgusted, but switched to the other bed because it was late and I had a middle-of-the-night flight. The front desk had said I’d get a discount when I checked out on the return trip.