Holiday Inn Toronto Airport East by IHG in Toronto

We had booked a room in order to park our car while away. When we arrived we were informed that the parking lot was full and we would NOT be able to park there. We had to fine parking elsewhere.
The room were in was nice, very quiet, and the bed was comfortable.

I am writing to express my strong dissatisfaction with the series of deeply disappointing and unprofessional services I experienced during my recent stay at this hotel. I chose itprecisely because of its proximity to the exhibition venue, which was convenient for my participation in the event. However, I never anticipated that the service would be so poor, severely impacting my overall experience.

Firstly, despite having fully paid the room charge, the front desk staff refused to provide the room key, citing the reason that the other registered guest had not yet arrived. This was not only unreasonable but also seriously disrupted our check-in arrangements. As a guest who had fulfilled my payment obligation, it is utterly unacceptable that thishotel restricted my basic rights for such a reason.

Secondly, during breakfast on the following day, we realized that we had not received breakfast vouchers for the previous day. However, when we inquired at the front desk, two staff members of Indian nationality were extremely impatient, claimed that the vouchers had already been provided, and refused to conduct any verification or offer assistance. What was more infuriating was their implication that we were attempting to deceitfully obtain breakfast vouchers—this baseless accusation was an insult to our integrity. It was only after our persistent insistence that they reluctantly issued the vouchers. During this process, their words and actions clearly displayed a racial discrimination, which left us both shocked and deeply uncomfortable.

As professionals in the service industry, respecting guests and providing professional service are fundamental duties. However, the performance of this hotel staff not only demonstrated a lack of professionalism but also showed great disrespect towards us as guests.