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Shahbaz C

Unprofessional and Unreliable Staff

1.0 of 5 bubblesReviewed Jul 29, 2024
I had an absolutely dreadful checkin/stay at this hotel. The service was appalling, primarily due to the front desk agent Robert M and Dipali Nail manager who seemed to make up policies on the spot. When asked to provide written documentation for their so-called policies, they were completely speechless. It was evident they had no idea what they were doing and lacked basic customer service skills. To make matters worse, the front desk agent exhibited racist undertones, which was deeply disturbing and unacceptable. The level of disorganization and unprofessionalism was shocking and left a lasting negative impression. I would strongly advise against staying here unless you enjoy being treated poorly and dealing with a staff that clearly doesn’t know how to manage a hotel.
Date of stay: July 2024
Trip type: Travelled on business
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Dipali Naik, Guest Services / Front Office at Four Points by Sheraton Toronto Airport, responded to this review
Responded Jul 31, 2024
Dear Guest,

Thank you for your feedback and it was my pleasure talking to you yesterday. I sincerely apologize for the inconveniences during your stay. I apologize that your experience was not what you expected, and I personally didn't make you feel valuable upon check-in.

Unfortunately, we are bound to company policy, and we have to adhere to them especially with credit card usage and all the fraudulent transactions going around.

Once again, our sincere apologies for the inconvenience. We truly value our guests’ feedback so that we can celebrate our successes and address our challenges to better serve you in the future.



Regards,
Dipali Naik
Front Office Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed July 2, 2024 via mobile

We unfortunately were abandoned at Pearson airport thanks to our airline and needed a room for the night. The front desk was understanding and helpful. Got us a first floor room as the last thing we wanted to do was ride the elevator.
The lobby is very nice looking apparently it's two hotels in one. When we got to our room we were glad it was only for one night though. The room was very clean albeit a bit small. I think the decor needs a refresh though. The furniture is quite old and the carpet probably needs a refresh. I also agree about the lighting in the room from a previous review. It could be a lot better.
Still it's close, clean and did the job so all in all it was a good stay.

Date of stay: July 2024
Trip type: Travelled with family
1  Thank roadwearytraveller
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Aakash Jani, Other at Four Points by Sheraton Toronto Airport, responded to this reviewResponded July 3, 2024


Dear Guest,



Thank you for your feedback on the survey and for choosing Four Points By Sheraton Toronto Airport.


I sincerely apologize for the inconvenience during your stay. This is not indicative of the level of service we pride ourselves on and I am deeply apologetic.

We truly value our guests’ feedback so that we can celebrate our successes and address our challenges to better serve you in the future. Thank you again for choosing to stay with us.



We look forward to welcoming you back in the future, next time you visit Toronto.



Warm Regards,

Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed March 27, 2024 via mobile

We stayed here as we had a long layover in Toronto. The shuttle bus runs 24/7 and leaves the hotel on the hour and 30 after, with 2 pickup points available. The rooms have comfortable beds and are decent for the price.

My only complaints are:
-carpeting in the hallways and rooms needs a clean - quite a few stains
-extra items requested during check in online weren’t provided in the room

Date of stay: March 2024
Trip type: Travelled with family
Thank Chilliwackian84
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed March 17, 2024

Amazing buffet breakfast. Great friendly service. Super clean. Room was perfect, and so was the pool and gym. We stayed on the 4th floor and met "Lilly" our room keeper. She was so wonderful to talk to! Her work is flawless. Definitely staying here on the next trip through Toronto.

Date of stay: March 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
Thank cdnpilot777
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed March 13, 2024 via mobile

Four Points is a really nice hotel. I was glad to stay overnight here. I was flying from Montreal when my connection was canceled and Air Canada gave me a boarding pass for the following day. “Not their fault” of course.

Last minute I got a hotel to stay in Mississauga just by the airport which was this place. Decent price actually (for Toronto) and the room was nice. Comfortable and clean. Stay were great. Friendly and understanding and busy since a lot of people hand canceled flights.

Toronto’s Pearson Int. Airport is much better now but during Covid was one of the worst airports in the world to make a connection. Delays and cancellations normal. Lucky for me I got a hotel here. Very good place.

Date of stay: November 2023
Trip type: Travelled solo
Thank JamesA546
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Roshan Thapa, Revenue Management at Four Points by Sheraton Toronto Airport, responded to this reviewResponded March 15, 2024

Dear Mr. James,


Thank you for sharing your experience at Four Points. We're delighted to hear that despite the unexpected circumstances with your flight connection, we were able to provide you with a comfortable and pleasant stay. Our team strives to offer exceptional service even during busy times, and it's rewarding to know that our efforts were appreciated.. Your observations are most useful in our pursuit of total guest satisfaction and comments from customers such as yourself allow us to make improvements.
We hope that you will choose to stay with us again in the future and allow us the opportunity to provide you with another memorable experience.
-The Management

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Reviewed February 9, 2024

Room was clean. Mattress was comfortable. Lighting in room is unusual and may be designed to 'create a mood' but it doesn't light up the room. This give the room a dingy dark feeling even though it is decent. Beware that parking is an add-on expense. We paid nearly $30 for overnight parking. The gym is nice, clean, bright and has lots of good equipment. We selected this location because it is close to the Viscount airport parking. Easy to get to hotel from airport parking.

Room tip: Beware that parking is an extra charge and not included with your room. Almost $30 per night. Lots of parking spaces.
Date of stay: February 2024
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Carol G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
varada tulshi, Guest Services / Front Office at Four Points by Sheraton Toronto Airport, responded to this reviewResponded February 10, 2024

Dear Carol,

Thank you for taking the time to let us know about your experience while staying with us. Your experience of our hotel room is below our standard.

We are glad that you found our mattress comfortable and loved our gym.

Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. We have noted your feedback to ensure the necessary guidelines are in place and reviewed. With regards to parking it is a paid parking here in the airport area and we do our best to have the competitive pricing.

I hope you choose to stay with us again when your travels bring you back to the area.

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