Best Western Plus Toronto North York Hotel & Suites

The only real letdown was that the restaurant was closed Friday evening, the one night we were there. Who closes a hotel restaurant on a Friday? Luckily, there were nice places to eat nearby. We had breakfast there the next morning with a guest discount, and both the food and service were good. The front desk and hotel staff were friendly and accommodating. Our room was neat and very clean, and we liked the indoor pool. There’s also pay laundry and a gym with clean equipment and TV monitors on the machines. The hotel sits in an industrial area, but it’s easy to reach.

The bed was very comfortable, and the sheets were crisp and clean. The room had recently been remodeled, but the floors were gritty and the overall cleaning didn’t meet the Best Western standard I expect. It felt rushed. There weren’t enough towels, and the coffee maker only had decaf. Since it was 10 p.m. on a Saturday, I didn’t bother telling the desk, as I figured they couldn’t do much then. We were only staying one night because it was ten minutes from our destination. The front desk staff were friendly and empathetic, even when sharing bad news. I usually book Best Western, but the concierge said I didn’t qualify for the discount I’d booked. Apparently some discounts have separate rules that aren’t listed in the BW app. We hadn’t planned for that and it was late, but the gentleman kindly reduced the jacuzzi suite price somewhat.

At about 3 a.m., after traveling late and with a confirmed Booking.com reservation, I expected a routine check-in. The front desk employee, who said he was the manager, refused to let me in, saying the machine had a problem. He didn’t try to resolve it or check my reservation, even though I had all the confirmation details. Instead of helping someone who had already paid, the staff called the police and left me outside. It was stressful and completely unacceptable. Hotels should help tired guests find a place to rest, especially in the middle of the night. I expected basic professionalism and assistance, and got the opposite.

My room was never serviced during the three days I stayed. Dust and dirt kept coming in from the floor renovations, and the noise was awful too. A child in the next room cried all day, then someone started banging on the wall early in the morning. I’d booked this place because I had important work and wanted a worry-free stay. Instead, this was one of my worst hotel experiences and a huge disappointment.