Worst experience ever! The hotel claims 24h free airport shuttle but it never showed up!. we called the service after arrival the man on the phone said 20min wait, we saw and checked shuttles for every other hotel and none of them is for us. at the shuttle station. Then we called again no one answered anymore. We had to go back to taxi after 40min+ waiting. It was already 4 AM yes AM! We had to fully charged for less than 8h stay! What a good business! The shower is broken water leaking from the lower tap with noise and Spanish talkshows played around 7am. No apologies even until we left. We complained at the front desk he just said I can't help with smile.

Stayed here for a couple of days while my husband had a conference in the city. Overall it was fine. But lots of little things that happened over our stay that resulted in a low rating. We have stayed over 30 nights in various holiday inns in the last 6 months & this was probably our worst experience. So we have been pretty lucky. At this location you have to pay for parking. Even if you’re a guest or not. Which I’ve never seen before so plan for that. Ice machine on 5th floor did not work. We had a couple of cockroaches in our room & in there were some in the hallways too. The lady working the front desk in the evening was less then pleasant. I get she has a tough job no doubt. But not everyone is there to make your life difficult. We paid to have breakfast with our room & had no issue getting 3 vouchers for it on the first day. But the 2nd day they would only allow us to have 2. The restaurant was okay but the prices were crazy. $28.75 for a chicken finger dinner & $4.55 for a pop is wild. But again the staff was wonderful & we had no complaints. We loved the king suite we had. It was big and roomy as was the bathroom. The housekeeping ladies were absolutely phenomenal!!! Always super friendly & would never take no for an answer when asking if we needed anything. The pool was also great too. It was clean & my son enjoyed it very much. The experience wasn’t the worst I’ve had. But we definitely won’t be booking with this location again.

Absolutely terrible experience! The reservation process was difficult, my room for two nights did not have any air conditioning, when I called I was told to open a window or they could bring me a fan lol! The room smelled like smoke, there was garbage bags along the row of doors not sure what that was all about seemed very odd. Had to call on my second day to get someone to bring clean sheets and clean the room. At $200 a night I expect better service. I can confidently say I will never stay at this location again. Terrible terrible. Terrible.

Didn’t stay long enough to find any issues. Was put here overnight thanks to Air Canada vagaries - we missed a connecting flight to the US due to the delayed inbound and all the extra immigration and other hassles. Anyways. Hotel is conveniently located like 5 mins to the airport and offers free shuttle service every 30 mins. Very polite shuttle drivers. Front desk was very polite checking in and even gave us free toothbrushes. Room was spic and span clean; beds very soft and nicely sized.

If I could give the staff at this hotel ZERO stars, I would. My flight was cancelled the day I was supposed to check in (due to high winds - totally out of my control). I contacted the hotel regarding the reservations we paid for, just to let them know we'd be arriving a day late but we'd like to keep the reservation as is, and they first said they couldn't find our reservation and then told me I would need to speak to a manager. They transferred me to a manager. I left a voicemail discussing how this is an urgent matter and to contact me right away. Several hours passed and I did not hear back from the manager. I called the third party (Booking.com) I booked the hotel through and was informed that if I do not show up tonight, despite having phoned ahead regarding this matter, I would be charged a cancellation fee and my room would be given away. I was then urged to cancel and rebook at a much higher rate for three nights instead of four. I declined and opted to cancel and book elsewhere. This hotel is the least accommodating place I've ever heard of. The front desk staff are rude and when they're not, it's because they didn't answer the phone. I had already paid in full for the stay and now have to pay a cancellation fee because they were just going to give away the room I had paid for.

do not stay here. this is the WORST hotel for park and fly ever. waited 1+ hours for a shuttle and had to fight crowds to get one. called for another and when they showed they did not follow our directions and picked up mass groups of people. we had children and pregnant women waiting. bus was driving down the road while people trying to get on. I would NEVER recommend this hotel and service to anyone. horrible horrible horrible

I had an unexpected stay here following a flight cancellation. The airport shuttle was efficient (every 30 minutes) and check in with my voucher was quick. I was even given a room upgrade by the lovely check in lady. The room was roomy, well decorated and had a comfy bed. There were loads of plug and usb outlets around the room, including beside each bedside. Bathroom liquids were provided on the wall, Dove brand, rather than little bottles which is nice to see as way better for the environment and less wastefully. There was a decent sized pool, which was warm, and a nice little gym.

Air Canada put me up here after I missed my connection because of their flight delays. Hotel is well located near the airport, accessed by a shuttle that runs every half hour. Rooms are modern, good-sized, and very comfortable—with reliable, easy-to-access wifi. What makes the hotel special is the staff, who make you feel welcome and go the extra mile. Special appreciation goes to Abigail, who worked hard to ship me an item I forgot, and to the attentive housekeeper who found it. Thank you, thank you!

Cancelled our reservation and only gave us options that were like $500 more a night. We called and they kept transferring us to various people and eventually hung up on us. Most likely what happened is we booked this hotel room before they could implement "convention" rates. And since we had a cheaper rate they just conveniently cancelled us. What's crazy is we have the email of booking confirmation but no cancellation email. The best they could do was put their hands up and offer us no compensation. Scam, bait and switch. Call it what you want, but terrible business practice regardless of how you look at it. All other hotels close by to the convention center have been more organized and have provided better customer service. Pick literally anything on this street and you'll have a better stay. I have documented proof of all this. July 28 Response: The room was booked under my Wife's credentials. I'll have her contact you. If in fact her card was considered invalid (which it shouldn't have) we were not contacted through the initial means of confirmation: e-mail. So what ever process you followed to contact us about cancelling (if you even did try to contact us) needs to be reviewed. We are also IHG members, and I have had no issues with being contacted previously, e-mail or otherwise and no issues with credit cards.

Well I'll start of by saying I wasn't planning to staying here, but due to Air Canada's complete incompetence I had the pleasure. I showed up tired and in a mood just before midnight, the ladies at the front desk put me at ease and had me checked in and to my room in minutes. The comfortable bed, soft pillows and warm shower did wonders to relieve some of the travel stress from the last 18 hours. The shuttle service is great, and was even able to pick me up at the late hour saving me two $50 airport cab rides. Thanks to this establishment for making my life easier during travel inconveniences.

Terrible customer service. I had actually called rather than booking online to see if I could book a day use room because I had a long layover at the Toronto Airport with a late evening international flight. I was told that I could have the room until after 7pm. When I arrived, later than expected as my incoming flight was delayed, the “complementary shuttle” from the airport was nowhere to be found so I took a $30 taxi ride to the hotel. When I arrived, I was told I had to be out by 5pm. Considering it was already 2:30, I was not about to pay $140 plus tax for 2.5 hours. I told them I was assured I could have the room until later that evening and they said that was not possible. So I decided to not take the room at all and wait in this lobby restaurant for their complimentary shuttle back to the airport. Before I could even sit down, without so much as a hello, the server barked at me, you can’t have your drink in here!! (My coffee from the airport) I tried to explain my situation and that the front end clerk to me I could wait in there only to be cut off abruptly and told to leave. Very poor customer service. I am a rewards customer and will rethink booking with your hotel in the future.

I have been staying at the Holiday Inn since October 16, 2021. My stay has not been too, too bad. Rooms are decent, guest service is nice, breakfast at Perkins family restaurant is pretty good. But my biggest issue and I mean enough to give the hotel a 2 star rating. Is housekeeping. Oh my where do I begin. At the beginning of my stay I asked a housekeeping staff to clean my room she said no. That same housekeeping staff cleaned my room later in my stay and talked under her breath about “if she needed her room clean she should have called” After that a manager came talking to me about “every 3 days, if your room needs to be cleaned you have to tell somebody” like I didn’t try 2 times. 2 housekeeping staff have entered into my room after only knocking once and not waiting for a reply The housekeeping staff on multiple occasions would come to clean my room without telling me they were coming. A housekeeping staff agreed to come clean my room for 1pm and she ended up coming at 12:08pm like I was supposed to accommodate to her schedule. And when she came back for 1pm like we had scheduled she got vex at me because I left one of my sons shirt soaking in the sink. And I had explained to her that it was a sabbath and I was not allowed to clean anything for the day. No manners or respect for ppl and their beliefs. On Dec 25, 2021 someone had their luggage cart in the middle of the hallway and I had asked them to move it aside. A housekeeping staff told her that I had “plenty of room to walk” and that she didn’t need to move here cart. Housekeeping service is AWFUL. Awful enough to give the whole hotel a 2 star rating. Housekeeping just have this vibe about them that they don’t want to be there. And trust me you will be the one who hears about it. Update: the manager of the hotel called me about my review. Asking if there was anything he could do to get me to take down my review. I told him that housekeeping service is horrible and instead of addressing my concerns he went on about everything I did (called a housekeeping staff a b*tch for telling someone not move there cart out of the middle of the hallway) glad to know y’all care more about your team than the services you guys provide to your guests. Will happily find “other accommodations”

The room is way overpriced for the value. It costs $300 plus tax for a room that should have cost $150. The bathroom was extremely small. So small I couldn’t even get in and out of the shower or use the toilet without the door being in the way. The shampoo was pretty much empty. The coffee machine had no water. Small things that just made my long trip uncomfortable. I thought I was going to a hotel that was reliable and a good environment but I left feeling ripped off. The hotel restaurant has an online menu with outdated prices that charge extra to walk down the hallway and deliver it. I asked about the menu prices on line from the QR code they gave me and I was shown a menu in person with higher prices and then the receipt didn’t even match those prices it was slightly increased again. I recommend finding somewhere else to stay because the prices are not worth it.

I booked this hotel in July of 2022 for a stay in May 2023. They called me the first week of May to tell me there was no room available and I was being moved to a different hotel further away. The manager, Shivan, asked me why I was stressed that my room which was booked 9 months earlier was suddenly unavailable 3 weeks before my stay, and was incredibly rude with me on the phone. Told me a solution/the new booking would be ready in "2 days or maybe a week, I don't know if the manager of the other hotel is on vacation or not." When I asked for a discount he said "the new hotel is more expensive so we are already losing money because we have to pay to put you there." The new hotel had awful reviews, including hair and blood in sheets and towels. I asked to be moved to a different hotel of my choice, have Holiday Inn pay what they were going to cover originally, and then I could pay the difference. I was told no. I didn't see this as an unreasonable request. Shivan argued with me over the phone, spoke over me, cut me off and was overall frustrating and rude to deal with. I usually stay at a different hotel, but decided on staying here this year as it was closer to where I needed to be - I thought if it worked well for me I would stay here carrying forward. This whole situation has been incredibly unpleasant and I will never book at this hotel again.

If you're traveling in or out of Pearson the location is pretty good. The beds were comfy and sheets were nice but the bathrooms are tiny. Staff does not clean the showers well as there were at least 6 different long hairs on the walls. Public transit to the hotel is a pain and would not recommend. During my stay with a group, we had issue checking in. The original booking was made over phone, staff incorrectly entered the wrong contact information. The manager then increased the price of the rooms due to issues processing the original card on file.

Overall this hotel was quite nice, but there were a few things that put a bit of a damper on the trip. Firstly the shower in our room was atrocious - there was practically no water pressure and the provided shampoo and conditioner weren't even full. We were there for four days and I never felt truly clean. The smart TV in the room was nice but the AC was incredibly loud and the toilet or shower (I never figured out which) made a really loud noise every morning at around 8:00 AM. As for the rest of the hotel, we really liked the hearty continental breakfast and the staff were all very polite. It was close to the airport but not very close to anything else, which made using transit to get around to sightsee difficult.

We have had 3 events here in the last year and each one has been terrific. The guest rooms are always very nice, clean, comfortable beds. The banquet rooms (we have used all three now) are all great. And the staff are amazing! They are always going above and beyond for us, making sure that we have what we need for our meetings/events. The catering has also been terrific, as well as the restaurant downstairs. I honestly don't have a bad thing to say, which is why we keep coming back :)

My family and I started our vacation by being delayed in Toronto for 24 hours. The issues never stopped after they. After speaking to our flight company, they gave us hotel vouchers for this Holiday Inn at the airport. When we got here, we were immediately denied adequate or accommodating assistance. We were told we needed to pay $100 in security deposits per room, which would be given back to us in 5-7 business days. (this was not communicated to us by our flight company) and they collected all 3 vouchers. We were forced to take this out of our trip money. The representative who was finally able to check us in, told us we were able to stay in the room past checkout, since our flight is not until 9pm. The next day our key stopped working, when I went to get help from the front desk, the new representative was immediately unhelpful. We were now being told we have to pay $50 more dollars for late check out, so that we were stranded out on the curb, with no car, and all of our luggage. Obviously the communication between our flight company and Holiday Inn is not as clear and communicative as it should be. This has been a horrible experience, nerve wracking experience, and has cause my mother to have multiple anxiety attacks. I understand that this is not all on Holiday Inn as a company, but I Believe that if these companies are working together, they should be much more accommodating. This makes me never want to stay in a Holiday Inn ever.

This hotel has such wonderful staff, they’re always willing to help & communicate whenever needed. I appreciate their effort of kindness they provide. Along with Lucy who is apart of housekeeping is the sweetest woman ever & leaves your room spotless!! Thank you Lucy!!!

This used to be my go to hotel, however sadly I think it’ll be my last time. I went to the bar last night and the bartender did not know how to separate checks or work a POS system, at the end of the night when I get my bill I find out that 3 other people’s drinks were on my tab & sadly they’ve left and I was forced to pay for them. If these were people I knew or travelled with it wouldn’t be a big deal but they were complete strangers… The bartender had no idea what he was doing, on top of everything we found our Caesar’s to taste extremely off so I asked to look at the pickle juice…. it expired in 2020, no wonder it tasted foul.

I had the pleasure of dealing with the Front Office Manager, Shivant Patti and his associate. They were amazing at helping me with a booking I made for the company I work for. It was effortless and they were so great at answering my questions. Would highly recommend dealing with the Holiday Inn Toronto-Airport East hotel.

It's the second time I've stayed here. The first time I believe I left my glasses in thr room but they were not able to find them after I called. I could be wrong. The room was very clean and quiet. The bathroom was spacious and clean. The second time I stayed there the bathroom was not clean. The retrofit bath fitters type tub surround had pink and black mould. The toilet is right next to the shower (very small) and the sink is outside. Avoid the rooms near the elevator - they seem to be retrofitted in a weird way.

My friend I stayed here over the weekend for a concert in Downtown Toronto. The airport shuttles were a very convenient way of getting to downtown via Union Pearson Express. All of our shuttle drivers were great people. Hardworking, respectful, and kind. Our hotel was facing the construction site but luckily we were here on Saturday/Sunday so there were no loud noises at the time but that might be something to consider. Overall my friend and I had a good stay.

I wouldn't recommend this hotel if you're a light sleeper. It's located right under the take-off path of the airport, and loud jet engines can be heard every 6-15 minutes. Long check-in, and the staff at the front desk wasn't particularly helpful, but the manager in the back was very pleasant and got everything arranged. Clean rooms and breakfast at the Perkins family restaurant attached to the hotel was quick and tasty.

Free stay overnight thanks to a cancelled AC flight. Looks brand new with lovely interior design. The bathroom was unnecessarily small with a huge bedroom area. The ventilation fan was very loud and I was happy to have my ear plugs.

if there is a ZERO star evaluation I would use it, a very bad experience, forgot a valuable belt in the room that have both monetary and emotional values for me. Called the hotel 3 times and the 3 times I was directed to lost and found department where no one answers the phone, call is directed to a voicemail (most probably not monitored) left 3 voice messages, another follow up after 3 weeks, same thing, no answer. Very disappointing customer service.

The restaurant Perkins and Hotel are scam artists when it comes to the free parking. YOU WILL BE CHARGED PARKING TO EAT AT THE RESTAURANT. AVOID THIS PLACE AND MANAGEMENT. EDIT: The response from the owner is a lie. I have all emails to prove it. No action taken by this hotel. I was way under 2 hours. Avoid this hotel and its disingenuous management and staff.

Some of the staff were standoffish and unfriendly. My personal credit card was charged for parking when it was already paid for on a company credit card. I've been trying to get ahold of someone for three weeks but nobody answers the phone. There is construction going on next to the hotel and it could be heard in the early hours of the morning. All around, my experience at this hotel was not great.

Fantastic staff at the front desk, room was spotless and amazing. The attached restaurant was not worth the money and food was not great, but that's not the hotels fault. Watch out for snack pricing at the front desk. We were charged $10.50 for two drinks and a snack once, and $6.50 for the same thing (chocolate bar instead of Pringles) a few hours later from a different lady.

After arriving in Toronto on Jan 05/22 at 7:30 AM from Fredericton, NB, I made a quick call to Holiday Inn Toronto Airport East while at the luggage carousel at YYZ & asked if it was possible to get an early check-in. They quickly accommodated my request and in no time, I was able to lay down & relax after 48 hours without any sleep. In addition to the prompt customer service, they also assisted by delivering my lost luggage to my room. I did have a slight glitch with the wi-fi, but when I asked for help at the front desk, they quickly showed me how to navigate the system. After I checked out, they also provided me a quiet place where I could work until I was able to get a ride home. To everyone at Holiday Inn, thank you for all of your help!

Another amazing place to stay at the Holiday Inn. All the staff are amazing and so very kind and it shows. This is what a hotel should be like. I will always stay at the Holiday Inn. The rooms are Large and fantastic. It's like been at home. I am a member of the Royal House and here staff are like family. Wishing all the staff and manager to have a wonderful day. Cheers.!

Hotel staff and the rooms were nice. But I'm not going to lie, the room that I was in, had a connection door to another room. There was a full inch at the bottom where the other person in the room could peak in. I did just cover it with a towel for my sanity and for the safety of my step daughter. Could fully see light from the room as well. Other then my own issue, our stay wonderful!!!!

Service at the hotel was great! Staff was fast and efficient and very friendly. Our room was clean. The heater in the room did not work. Our room was chilly, but everyone was able to sleep just fine. My children did complain about the planes that were constantly taking off when we were trying to sleep.

Very modern rooms and great staff. Hotel - YYZ shuttle was great. As others have reviewed, the walk from the check-in to the elevators is quite the hike. Not a ton of food options within walking distance - the in hotel restaurant or St Louis is really the closest.

Seriously weird vibes here. Was put up overnight by an airline during a delay - full of soccer teams and a seriously rowdy coaches corner taking over the little lobby bar. MC Escher-inspired design, with hallways and stairs that lead nowhere, and elevators a quarter mile from the check in desk. Room itself was nicely redone, if very basic, with a view of a hopefully better hotel being built next door.

Not very pleased with this hotel. Will not return or recommend. Our room didn't have A/C the first night and smelt like smoke. The afternoon employee was constantly harassing our group saying we were "too loud" when we were sitting outside at 2:30 in the afternoon as well as when we were in a private room away from the other hotel guests he was still coming in to tell us there had been complaints about noise even though we were behind 2 sets of double doors. Not impressed at all. Perhaps he may need more training with regards to his position as well as customer service skills. Perkins Breakfast and Server were fantastic!

The staff were all wonderful, the rooms were updated and clean, the bed and pillows are amazingly comfortable. The restaurant attached to the hotel is amazing, great food and wonderful waiters too. Will definitely stay here again.

I stayed there a few days ago for an overnight layover in Toronto and was deeply unimpressed to have been put in a room right next to construction that started early in the morning, waking me up and proving unable to sleep through. When I called down about it, they did switch me to a different room well away from the construction pretty quickly, but I'm pretty annoyed that I was put in the room right next to the construction in the first place and wound up losing about an hour of sleep as a result. Not what you expect when you pay $305 for one night of rest. Other than that, the hotel was fine - clean and decent amenities. Was over a $20 cab ride from the airport though, FYI.

My experience at this holiday inn was overall pretty good. Firstly, When my mom got to check in we got free waters because of her membership and that was really pleasant. Secondly, we got a knock on the door if we wanted house keeping and I thought that was so sweet. Thirdly, The bed was comfortable and same with the pillows. Second last, The Perkins right beside the hotel was pretty yummy as-well. Lastly. My only complaint is that the bathroom could be a little bigger. Other than that, me and my moms stay here was very good.