My husband and I will be escalating the issue further, however, I think it’s important that other potential patrons understand how incredibly disappointing our experience was so they can make a better choice. The woman that checked us in is named Jessalyn. She provided the worst service we have ever received in our lives. My husband and I both landed and called the hotel to confirm our reservation., Jessalyn answered the phone and was extremely rude from the beginning. She told me she could not find my reservation and would not look further to find it . She yelled at me and told me I must be mistaken and there was nothing she could do even though I had a confirmation email and credit card receipt. I calmly kept asking her to check again and she refused. Please keep in mind that this was midnight and we would of been completely stranded with nowhere to go should I not have insisted she look again . She even hung up on me several times and almost forced to me call a 1800 number to figure out who I spoke too . (A call centre agent is not easy to track down). I was in tears at this point because I thought we would have to sleep on the street. When we arrived at the hotel she was just as smug and did the opposite of make us feel welcomed . My husband and I over collectively 30 years experience working in hospitality and were absolutely appalled by the horrendous service and lack of empathy for paying guests. We paid 255.56 for the smallest room we’ve stayed in. The least they could do would be to provide some form of customer service. Will NEVER return to a Holiday Inn and will make sure many people know about our awful experience.

The service at this hotel far exceeded what I usually experience at a Holiday Inn Express. I was thanked for having status at check in and given complimentary water bottles. The breakfast was stocked nicely and had good food. There was a lot of seating and tables (even though some were actually desks). The room was newer but the cleanliness was the only spot for improvement. The bathtub had 4-5 long black hairs which stuck out from the white tub. The ice machine was broken so I had to find another one. Otherwise, great stay, great location ! This is right at the airport so planes will sometimes land right over top but it was hardly noticeable inside.

The Holiday Inn Express & Suites Toronto Airport West is a fabulous hotel located just minutes away from the Toronto Pearson International Airport. My visit to this hotel occurred in early November as I was visiting the famous Royal Agricultural Winter Fair in Downtown Toronto. As I checked in to the hotel I noticed the receptionist was very friendly. We got situated on the 4th floor and the room was spectacular. The room was spacious and included a coffee machine, a large TV, plenty of charging outlets, and a mini fridge. The view overlooked the glorious Downtown Mississauga skyline. I went to bed that night in the softest bed I've ever slept on. I woke up and went to check out the amenities advertised. There was a large indoor pool, a hot tub, a gym, and of course a hearty breakfast. The breakfast consisted of pork sausages, turkey sausages, baked beans lathered in tomato sauce, toast, your choice of blueberry muffins or chocolate brownie muffins, fresh pancakes, yogurt, cereal, cranberry juice, orange juice, apple juice, water, coffee, tea, and milk. I then checked out and left the hotel. In my personal experience, this definitely might have been the best hotel I've stayed at.

Overall not a bad experience, perhaps I expected more based on recent stays elsewhere in the US. Shuttle service included but need to call the driver from the airport and my advice would be to book a time if returning to the airport. I had to wait 40 minutes for a return shuttle from the hotel. Clean and tidy property, staff were friendly so for just a room to stay during layover or overnight it's an alright property.

Decided to stay at this location on New years eve because I was not trying to travel 2 hours back home. It has been a while since myself and the wife stayed out overnight away from home. After a night out with a couple drinks, we were able to rest up and enjoy a beautiful morning New year’s day. Overall, a clean hotel, staff were helpful and friendly. The bed was soft yet firm, washroom was spotless and had surprisingly great lighting. Not a bad hotel to stay at. Good food options nearby, such as the A&w 2 minutes aways which was great for our hangover. Cozy, clean and comfortable stay

The hotel itself wasn't bad. There was an airport shuttle provided, free breakfast with a variety of options, and the room was pretty descent. The staff was kind for the most part although when I was checking in the lady at the front desk was on her personal phone the entire time. The only real problem I had was the location. The hotel is located in a quiet area and by that I mean there isn't really anything to do around if you don't have a car. There aren't really any grocery stores or shopping places around here and for the few that are here don't really have much. Because of that, I won't be returning any time soon.

Was a really good location, right by the main highways. They have an airport shuttle, breakfast, there's a pool and hot tub as well. I didn't use these amenities while I was there, but it was really nice to have them. The room toiletries are great as well. My room had a fridge, microwave, iron, hairdryer, and a nice desk. The only issue was not being able to control the room temperature. There's an ac type unit, but there was no way to turn it up or down. It was chilly during the day, and quite warm at night.

Good location, 4 day parking included in room rate, 5 min shuttle ride to airport included. New hotel, clean and functional, comfy beds, good bathroom. Hundreds $ cheaper than hotels closer to airport, and free parking and free shuttles make it very easy to use.

NEVER STAY AT ANY IHG PROPERTY We drove 6 hours to this hotel for a trade show. 5-nights 2-rooms. When we reserved the hotel, we were told we would pay for the first night upfront and a deposit on check-in. This is not what happened. IHG charged us prior to arrival for 10-nights and then demanded a $200 deposit. In over 20 years of staying at IHG properties THIS HAS NEVER been the case to be charged upfront. The only answer we were given is “it’s policy”. The “manager” Mittal Patel was absolutely grotesque in her manner and shady as eff. First she introduced herself as the “office manager”, then referred to herself at the “sales manager” and finally as the “only manager” at the hotel. Needless to say we did speak to the ACTUAL GM and Mittal Patel is a manager of nothing - it’s a title in name only. Another employee - thick black plastic glasses - has a SERIOUS attitude problem. We were speaking to the “manager” Mittal Patel and this employee with the black glasses kept giving us dirty looks and rolling her eyes. Complete lack of professionalism. I get it took a while to sort out IHG’s mistake, but the fact there is a line backing up is not my problem. I would recommend this employee receive appropriate coaching on how to behave in a professional setting. While we were cancelling our reservations (refunded in FULL) more than 5 people came to the front desk with problems with their door keys. Upon looking through more reviews on Google is appear we dodged a major bullet. The hotel is dated, dark and dank. Reeks of chlorine from the pool. No light on in the lobby. And those are the first impressions. We booked the same day at the 4 Points Sheraton. It was CHEAPER, CLOSER to the airport, and is a BEAUTIFUL hotel.

This review is strictly about the facility itself and not directed towards the staff or service. The hotel hallways and particularly the rooms have a very unpleasant smell which smells like feet or dirty socks. The smell is pretty strong and personally made it hard for me to sleep because it was bothersome. We bought an air freshener for the AC vent and also tried spraying perfumes and fresheners, but the smell does not go away. I feel it’s important for future guests to be aware of this issue before deciding to stay here. The overall facility is old - the bathrooms look old and grimy, the carpet looks old and dirty (possibly the cause of the smell) and the rooms are not renovated. The hotel staff and the service was overall great and I have no complaints there. I hope they can get this issue resolved.

Overall this was my worst hotel stay to date. Upon arrival, my room wasn't ready even though I had checked in the day before to confirm my arrival time. I arrived to a room with a VERY loud A/C unit, so maintenance was sent to fix the issue, instead of being offered a different room right away. Mind you, I was in the room for a good hour while the maintenance man was working. He was nice, but I found it so strange that the hotel failed to offer a solution to this issue right away. Anyway I requested a room change, and while the second room was quieter than the first, there were hair strands in both beds (had to request fresh sheets) the sink was clogged, bathroom was dirty, but I was TOO exhausted to keep going back downstairs. Breakfast was fine. The shuttle driver was quite rude, which made me question why I tipped him generously both times. Thanks to the staff for trying to help, but I'll never return to Holiday Inn ever again. FYI you have to run the water for a while for it to heat up, learned the hard way after being there for a few days.

The toilet wasn't bolted to the floor. The blue paint in the room was extremely sloppy with paint marks all over adjacent surfaces. The kitcken staff refused to give us plastic wrap to save some breakfast items for the next day. (We were flying out before breakfast service) The shuttle took over a half hour to arrive at the air port and smelled like an old musty garage. The shuttle on the way back to the air port was dirty and the interior door handle didn't work. The hot tub is very crampt. I'm 6 feet tall and felt like I was sitting on a step stool with my shoulders completely out of the water.

Nice hotel and very close to airport, the staff of this hotel phenomenal and reminding me of the good old-fashioned service you used to get. They always smiled. They always stopped what they were doing to serve me and they did it with a smile. I have stayed here quite a few times and while most places after the pandemic have gone downhill, this place is risen to the occasion. Great job! Keep it up. I look forward to staying there again. Cheers!!

We were really looking forward to using the pool, but after we arrived we realized it was closed. When I told this to staff they said they would give me some reward points as compensation (that's fair). But I called them to say I never got the reward points, and I messaged customer service and they ignored me. Don't take any reward points for issues, they just tell you what you want to hear to get you out the door and then ghost you.

Two queen sized beds were adequate. The room smelled musty. The bathtub could use a rubber floor mat, or a non slip tub surface. I asked the front desk if they offered disposable floor mats. They don't. I asked for additional bath towels to use one as a tub mat. The second night they only left us one bath towels. I went to ask for more towels but there was a line of guests checking in. Instead, I went to the pool room and grabbed towels from there bThe breakfast was good. Coffee was tasty. The dining area is ample and the tables was mostly clean. Indoor pool is small but serves its purpose. The hot tub was not working. They have a fitness room but the equipment wasn't all working or sort of working. Mostly unplugged. Front desk people weren't too concerned when we told them. Guess it's been that way for a while.

Friendly staff, nice breakfast and good location for an early airport departure. This hotel appears to have been recently renovated but was poorly done. Incomplete trim, cracking paint, pealing wallpaper, poor caulking, and our room smelled like cigarettes. Not worth the price.

I just needed a bed for a night because of a long layover between flights. The room had a smell, I tried to buy a snack from their mini market and they wouldn’t let me pay with cash for a small item. They don’t sell alcohol on site and the lobby was playing a religious channel overly loud and all day/night. The beds are very comfortable and it’s close to the airport with free shuttle so that’s good.

Stay one night. The service was excellent. My room was clean, and the big king-size bed mattress was really comfortable. Love the shuttle bus from the airport and back. Complimentary big breakfast.

The building walls of this hotel don’t allow for ANY sound privacy. We couldn’t sleep well at night because of the cell phone rings and conversations in the adjacent rooms as well as the laughters and noise in the hallway. The bed itself was fine and room was clean; TV quality poor; shower broken. Breakfast quality as variety was overall acceptable despite that scrambled eggs were cold. Chose this location because of airport, however it’s important to realize it’s a 12-15 minute ride with the complementary the hotel offers, so less convenient than other hotels on the other side of the airport. On the other hand, the quality of people working here is great. The reception attendants at check-in and -out were very courteous and helpful. Staff at the breakfast area also very nice.

Wonderful hotel. Their staff is really helpful and courteous. The fresh paint in the room grave it a very nice look. Good breakfast options. I will stay here every time I am in the area. Kudos

My family and I were very pleased with our stay at this location. The room was clean, they refreshed our towels daily, and have Dove skincare products. Air conditioner worked great. Beds were comfortable. The hotel was quite, and offers park n fly as well as air port shuttle. Free Breakfast available daily!

The room was clean, gym was adequate for a short workout, breakfast was exceptional, customer service at the front desk was outstanding, female shuttle driver was very personable and on time! Only downside is if you are 6 ft 1 and upwards, outside of the communal areas the drop ceiling in the corridors are too low along with the ceiling height in the fitness room. Aside from this my stay was very comfortable.

Most everything was to expect from a HI Express. The one thing that was disappointing were the breakfast options didn't rotate at all. They never had a potato option. I have never had powdered eggs, but something tells me that was what they used. They were the driest eggs I ever had. I come to HI Express for breakfast, and this disappointed on every level. The rooms were small, and the bathrooms didn't have much counter space for toiletries. If you want a view of the airport, you need a suite.

The hotel is good, breakfast is good, facilities seems ok. But, it seems this hotel works with some refugee services. Many children running around, half of the guests looks and behaves like a refugees with no manners. I hope management will read it, because I would stay there again, but things like this makes me consider other options.

Great experience! The star of my stay was the amazing breakfast buffet and personalized service I received at the in hotel restaurant the postcard. The staff is the best I have ever experience, especially one staff member named anjela katoch. I felt so welcomed and accomodated. Special requests were meet with nothing but smiles. I would stay here again just for the restaurant!! 5 stars!! The front desk staff is the best I've ever experienced and I have nothing but great things to say about my experience.

Overall: Terrible smell (like dirty socks and feet) Bathroom was dirty but the hotel offered free breakfast Pros: Comfortable bed, firm and soft pillows, microwave and fridge, and FREE breakfast. The Dove shower gel and shampoo were cool. Cons: The room smelled terrible (read reviews almost everyone comments on the terrible smell of the room carpets) the smell is no joke it is truly unbearable. The bathroom sink had BLACK mold all around, the faucet was not glued, and the mirror light did not work. This bathroom was not properly clean and I had to make an effort to take a shower in it. The hotel pool was closed...

I had an overnight layover and decided to splurge and get somewhere to sleep - not something I normally do, so I wasn’t sure how it would work out especially with the shuttle. However, I was instantly connected to someone super friendly and was picked up within 20 minutes. Check-in was super fast, so I was able to get to my room and sleep right away. Nothing fancy, but it was dark and the bed was comfortable which was all I needed. The shuttle back to the airport in the morning was seamless too. I really appreciated the smooth service considering the times I needed help were late (11pm) and early (5:30am). Super happy with my choice and would do it again!

We were back again - says it all really 😊 Hidden airport gem with free parking, shuttle and fab suites that are really super user friendly. Manager is hands on and this hotel runs so well. Free breakfast was excellent and set us up well for a long drive North. We have stayed at just about every airport and many downtown hotels in Toronto but this is our favourite and VALUE FOR 💰

BEWARE!!! My car was chopped this past Thursday night in the middle of the night as I slept as a guest in this hotel!! My car was parked in FRONT of the entrance!! Yet…somehow thieves used as saws-all and cut out my catalytic converter! What is this world coming to and how does a hotel NOT PROTECT their own property!!! STAY AWAY. ensure you find a hotel with Secuirty cameras and a protected lot. I don’t have a very fancy car either. This thieving is somehow common. Just shocked that an established brand like this hotel wouldn’t have better measures to keep their guests safe.

When we arrived at the hotel, while checking in it had a nasty smell, our door at our room didn't deadbolt so we had to put the latch on to stay safe. The beds were comfortable and clean. The hotel didn't specify what was closed or opened so when we got there the swimming pool and hot tub were closed big disappointment.

DO NOT PARK YOUR CAR FOR FLIGHTS. STAFF AND OWNERS ARE USELESS AND NOT LIABLE FOR STOLEN PARTS OR DAMAGE. They have been aware of theft in their lot for months and chose not to disclose it, so do yourself a favor and save your money for a business's that knows how to operate. Trash hotel and trash service. Do NOT recommend.

I'll start by saying customer service is excellent. Excellent. From the moment I checked in the entire staff was on point - professional, courteous, friendly and helpful. Everyone was helpful, from cleaners to front desk staff. I had an issue with the noise level of the air conditioner and they immediately changed my room. And although being close to the airport is practical for some travelers, it was not for me due to the noise level. I could literally see the shadow of the plane as it passed over my room. I once again asked to change rooms and the staff was immediately ready to assist. I later changed my mind as I had settled in and had headphones to block out some the noise as I worked. I can only wish the hotel was in a different location as I'd love to give it 5 stars. And I'm only on day 1 of 4.

Check in was a breeze and the gentleman who helped me was very friendly and polite. Location is great if you are looking to stay near the airport, which I was. I did not wake up for the breakfast nor did I use the pool. I did attempt to get ice and the machine wasn't working but hat was the only 'service' I can speak about. My room was on the 6th floor and had see far better days! There was an obvious water damage repair done in the room and it was shabby at best. The bathroom is small with very little counter space. The bathroom door handle fell off and the light bulb worked intermittently. Not sure if or when the carpet was last vacuumed or if it was just that dirty looking and feeling due to age and wear and tear. Bed was comfy and liked the choice of pillows. Overall it just didn't feel clean and for the price I expected something that didn't feel and look so run-down.

The reason I reserved at this location was due to its proximity to the airport. I arrived early then expected. The check in time is 3pm at the earliest and I was there at 10am. I requested the reception if they can allow a quick check in. She said no rooms available at this time, check out time for the ones already staying is 11am,so come back after an hour. So I go back to my car and stay in the parking lot for another hour. I come back to the reception, she said no rooms available. I reminded her that she asked me to come back at 11am. She got rude and said 11am is checkout time and that she did not say there would be room available. So I told her she could have said no rooms till 3pm, that way I could done something better than wait in the parking lot for an hour. I did check in at 10pm that night, it was smooth process. It's a big hotel, I was directed to use the elevator next to the reception area. I went to my floor with my luggage (there was no bell boy available to help). After I reached my floor, I had a good long walk to my room which was close to the other side of the building. You would think they would have designed an elevator that is in the middle of the building to make it easy. Or atleast they could have given me a room close to the elevator.

First, the room keys we got didn't work, so we had to go all the way back down with our luggage and wait in line to get them to fix the keys. Then, we wanted to shower after a long day of travelling and the hot water wasn’t working so we ran the water for around 10 minutes before calling the front about it. We were then told that we have to leave the water running for 5 minutes before it gets hot, and when I told them I left it on for 10, they told us they would check it for us. We gave it 10 minutes before calling back again, and they told us there was someone coming to our room to check it for us. This happened 3 more times (us calling, being told someone was coming, us giving them 10+ mins) until finally they got the manager who apologized, and was much more polite and genuine. There are other reviews that also say the hot water didn’t work!! Also, even if there’s a tub, the shower drain plug doesn’t even work (it says push but it pops right back up). The pillow covers also smell like cigarette smoke. The AC is so loud and makes continuous noise even when it’s off. The front desk workers never apologized or seemed to care about any of the issues. Do not recommend staying here

Place is not very far from Airport but it will be wrong to say it is the closest. Overall dullness inside and outside of the property. Staff is good service can be better. Elevators, rooms and towels smell weird especially towels give out some very odd smell, like as if they tried to wash it with chemicals that are odourless but ended up smelling like chalk or old food. Rooms are very dark so dark I was almost looking for more switches to turn the lights on ended realizing that’s all the lights there is. Bathroom was very clean toiletries were enough. Air conditioning was great bed and closet are very good.

Room just didn't smell great. Place is in need of a reno. I requested a wake up call and was told I'd get one. Didn't happen. A shuttle request made the night before was 40 minutes late making getting to the airport quite stressful. Shuttle van was a lot like the room. Old and in need of a thorough cleaning at best. Manager nowhere to be seen during all this. Staff needs to coordinate better, work together better and care a lot more before I'd consider staying here again. There are far better options close by at a similar price point. That's where I will be !!

The location was excellent. It was close to airport and brampton area. We had booked 5 rooms total. However, two of the rooms had mould in it, one of the rooms didn't have cable working, and another room didn't have heat working leaving family members to sleep in the cold during late November for one night. We all did end up shifting rooms, and we were offered discount of about $150 for the inconveniences. The breakfast was really good and our stay overall was decent.

It's six o'clock, we've been here since 3 and the whole time there's been no hot water and NO WATER AT ALL in the tub and shower. We have a very early flight tomorrow and just want a bath or shower and to go to sleep, but doesn't look like that will happen. The room is small and dated, and bathroom is also cramped. All the Holiday Inn Expresses we've stayed in before were clean, bright and spacious. We had to phone the desk to get a plug for the bathtub, but turns out we can't use it anyways, no water. We'll stay at 4 Points next time.

We stay here when we go to Cuba and either fly out very early or fly in really late. This location has airport shuttle service 24/7 which isn't available at all airport hotels. I'm mobility impaired so the front desk gave us a room close to the lobby and upgraded our room for free because we signed up for the rewards program. The rooms are very good. The beds are comfortable as were the pillows. The bathroom was likewise fantastic with a big shower and lighted mirror. The entire room was very clean. There were several electrical outlets about the room and there were outlets beside each side of the bed; perfect for my apnea machine. The outlets beside the bed had USB outlets and judging by how fast they charged my phone, I'd say they are most likely 2 amp. The hotel is located just off the 401 highway so getting in and out was easy. Our only issue was the noise. Even though we were on the ground floor, the airplanes coming into land were very loud and very constant especially in the early morning. Also, our room faced the 401 highway and some of the larger transport trucks made noise. Now, I get the fact that it's largely an airport hotel and it's good to be close to the major highway for convenience. I'm just letting people know what to expect before they book here.

We had the most amazing stay during our recent trip to Toronto! Kudos to Mittal and Neha and who went out of their way to make our stay very comfortable and for accommodating our requests. The breakfast was an array of good breakfast items and the shuttle service was a great way to reach to and fro from the airport especially as we were travelling with many bags. All in all, the staff from the front desk to the breakfast as well as the shuttle service were polite and accommodating. I would definitely recommend staying at this hotel!

Extremely noise buzzing noise. He Hester was very loud but there was a ear piercing buzz coming from the socket near the bed (with a broken alarm clock plugged into it, cant unplug as it was behind the wood headrest) The room smelt of strong cleaning chemicals but wasnt as clean looking as it smelt. The website shows the pool is open but it was closed and the water was turning green so I assume it's not been open since Covid mandates where in place. He breakfast was ok, staff tried to keep up but items like bacon were gone within seconds bot due to many people but because they brought it out in pieces of 5-6 strips. The staff were average in service. Not great but not bad either. I wasn't able to sleep due to the buzzing noises so will not stay here again (several reviews report the same issue so it wasn't just my room) but if there are no other options you could do worse than here.

Amazing experience!!! We got a free pick up shuttle ride from the airport to the hotel at 11:30 pm. The concierge was friendly, the leisure king room was great and the bed is incredibly comfortable. The complimentary toiletries are Bath and Body Work products and the hot breakfast had many wonderful options (bagels, eggs [scrambled, boiled eggs], sausage, turkey patties, toast, yogurt, muffins, tea, coffee and juice). We were even allowed a late check out due to arriving so late in the night. This will definitely be our go to hotel when traveling and needing to stay by the airport. Highly recommended! (The only downside was that the shuttle driver did not assist with loading and unloading our 5 bags of luggage in the van, which was difficult for us after 30 hours of traveling).

My first and last stay. Ran into needing a last minute booking and this was what I could find that still had availability. That should have told me something. First off this is not an “airport hotel” as it is billed…meaning it is not close to the terminals like many are on the main strip but they led me to believe that’s where it was at booking. In reality it is about 15 minutes west of the airport, across from the furthest runways otherwise it wouldn’t be an airport hotel at all. The shuttle service is not like the closer hotels that run every 15 and 30 minutes. You find out once you’ve arrived that you have to prebook and they tell you the leaving time…then you have to call for the shuttle when your back. In my case the driver didn’t even bother to answer on my return despite me calling several times. When I finally called the front desk they told me they would have to call me back and just left me waiting at the airport. Then they called back and just told me it could be upwards of 45 minutes before pick up because they would have to “locate the driver”. They suggested I just wait at the outdoor post with no eta, it was -2 out. The drivers on both of my shuttles (departure and return) were talking on cell phones (not hands free) and one was totally distracted on the 401 taking calls from other passengers waiting for pick up. There are multiple signs in the shuttle reminding to tip but no service that would warrant a tip. The hotel lobby was clean and the staff friendly for the most part, but the carpet in the hallways are filthy, as was the carpet in the room. All for the low cost of 240.00 for one night and a few days of parking in an unsecured lot, no gate or pass card needed like the other hotels nearby. Trust me, there are nicer hotels with far less hassle minutes from the terminals that are the same price or cheaper and a heck of a lot closer to drop off and pick up. IF YOUR STAYING PURELY FOR THE AIRPORT OR PARK AND FLY THIS ISN'T THE PLACE, despite what they tell you. Side note…I called the hotel and left a message with the acting front desk manager to discuss the concerns above, no call back.