| rev:text
| - One star is generous.
Our Air Canada flight from South Korea to Toronto was delayed by over an hour, so we could not make it onto our connecting flight from Toronto to Washington, DC. The Air Canada staff automatically booked us for a 7AM flight the following morning and accommodations at the Four Points Mississauga Hotel by Sheraton.
We were informed that we had the option of picking up our luggage or we could just leave it at the airport. Since we had to stay an extra night, we wanted our suitcases with all of our clothes and toiletries. We waited at the designated carousel for our AC062 flight for about an hour, but the luggage never showed up. We waited in the line for the baggage claim service booth, which took about a half hour. The booth agent told us a new carousel location to find all of our bags. We waited there for another hour and only retrieved one out of four of our checked bags. At that point we just decided to leave the remaining three bags because we were exhausted and hungry.
Already as frustrated as we were, we needed to wait in line again because our original flight destination (Dulles) was changed to a new destination (Reagan), and we would not have transportation home from that location. We were directed to the ticketing line, where we waited for another hour, even though there were only a few parties in line before us. Once we reached the booth, the agent booked us for a later flight to BWI and gave us a voucher for food at the airport. She said that after we finish eating, we must pick up our remaining three checked bags and then head off to the hotel. After dinner, it was already past 11PM and then we went to go find our bags. There were no carousels circling so we went to the baggage service booth again. The agent told us to just leave them there.
We called the hotel to get our shuttle information from the airport to the Sheraton. The manager answered the phone and notified us that there were no available rooms left. We rushed back to the ticketing booth and one of the agents told us that the line was closed since it was the end of the day. Obviously we had no choice but to stay and request help since we had no place to stay in Toronto. Another Air Canada agent came to us and we explained our dilemma. She told us that we should ignore what the hotel manager said since there is a special arrangement between Air Canada and the Four Points hotel. She assured us to trust her and head to the hotel.
She gave us a limo voucher because at that point the hotel shuttle service had ended, which we used shortly afterwards. The limo driver did not know where the hotel was located, and dropped us off at the wrong Four Points hotel. We were left without a voucher and in the incorrect hotel so we had to call the limo company service number and wait for another driver to take us to the correct location.
Once we finally arrived at the hotel the manager informed us that there were no rooms available, and that they had already told Air Canada agents of that matter. They offered us a meeting room (the Maple Boardroom) with a single twin sized rollout cot. It was not prepared for guests: there was trash in the bins; there were no toiletries; there was no shower. Additionally, the guests were my boyfriend and myself. We are unmarried and were very uncomfortable in this arrangement. Later we also discovered that we had red welts covering our bodies due to bed bugs at the hotel.
The following morning we wanted to speak to someone about our experiences, but there was nobody we were allowed to speak to face to face. We also had a flight delay on our flight from Toronto to Baltimore.
Overall it was a frustrating, uncomfortable experience with among the worst customer service that we have ever received.
And on top of that, we have already waited a month since submitting our complaint through their online form and still have yet to hear a response.
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