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  • Would never stay here again. Terrible customer service right from the moment we called for the hotel shuttle from the airport but the biggest disappointment was the completely disorganised and redundant shuttle service. We were told on the phone to wait 40 minutes for the next shuttle as we "missed" the unscheduled 11.20pm shuttle that must have passed before our very eyes as we were waiting at the pick up location. Although this was irritating waited it out and were picked up past midnight. After we stopped at terminal 3 and were almost out of the airport we heard the same guest services manager would told us to wait 40 minutes radio the driver of the shuttle to tell him to pick up more customers back at terminal 1, and then minutes later called again to pick up more customers at terminal 3 again. After several loops back and forth through terminal we finally arrived at the hotel almost an hour and a half after we first called the hotel. Once we arrived the guest services manager was unapologetic and rude. Also, it sounds like the issue of the ghost shuttle happened to some other customers we were seated next to as well. They did not seem happy about this either. Of course the morning shuttle was just as bad. We were told to be downstairs and ready by 6.30am for 6.40am shuttle and not only did it not leave on time but they missed one passenger because they didn't get their numbers right and there were no seats left on the shuttle. He had been waiting outside for 10 minutes but was left behind. Embarrassingly sloppy business at this best western location. Completely unreliable. Next time we require a hotel near Toronto Pearson airport we will stay elsewhere.
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