Comfort Inn & Conference Centre Toronto Airport in Toronto

You guys cancelled my reservation on New Year’s Eve due to lack of communication and effort on your receptionist’s part. If there’s an issue with the card being charged, is it not common sense to reach out to the guest and ask if everything is okay or how long until they arrive to the hotel??? I specifically called prior to booking and asked about deposit and informed the person on the phone that I would be paying with Visa Debit. I did not specify whether I would be paying online or at the desk but why would the male employee on the phone not communicate that important piece of information and let me know that I cannot pay with visa debit at the front desk??? On top of that, I received a notification that the male receptionist attempted to charge my card and charged the wrong card on file. At first I thought this was a booking.com error but my card was not supposed to be charged in the first place as I selected the option to pay at the desk specifically so that nothing could go wrong and so my cards and IDS could be scanned / charged all at the same time. There was no call or email sent to me to ask about my estimated time of arrival. Every hotel I’ve stayed at in the past has communicated with me through the booking.com messages or email. My reservation was cancelled after one attempt, I showed up 7 mins after they attempted to charge the wrong card. I was already parking my car in the lot when I received the message on booking.com. Imagine if your incompetent employee gave me a grace period of just 10-15 mins to contact them and get there so that I could deal with the payment. On top of his mistake, he was SO RUDE implying that I had no money and to book somewhere else. I was on the phone with Booking.com trying to sort the issue out and the employee started inserting himself and talking back to me because I was explaining the situation to the representative over the phone. Not once did I swear or start yelling at this employee only until he started telling me to “take a seat” for no reason playing victim pretending that I was attacking him with words after continuously provoking me when I was not even addressing him. No professionalism, no common sense or courtesy and not even an ounce of empathy. I ended up paying twice more at another hotel just because of his careless error. Today I called the hotel to report the issue to a manager. The first time a nice female employee told me the manager would be in at 4 pm, then I called at 4 pm, and I know for a fact it’s the same incompetent employee answering the phone as he keeps lying and saying “the manager is busy” and “the managers in a meeting” after I was told by another employee that the manager would be free to talk to me at 4:00 pm on 01/02/26. I’ve stayed at this location many times in the past and will never put another DOLLAR into Comfort Inn. Teach your employees about good customer service and about interpersonal skills and communication. He really tried to ruin my New Years Eve, drove all the way there in the ice and cold. I expect a follow up from the manager to explain the cancellation policy because I’ve spoken to 5 different representatives and they all reported that what that employee did was wrong, especially because it was a high demand of bookings on New Years Eves and not considering how hard it would be to find another reservation and 10:00 pm - 2 hours until New Years. Another employee from Comfort Inn that I spoke over the phone also told me that they DO in fact take Visa Debit at the front desk? So why was the male receptionist saying I couldn’t pay at the desk? It’s because it wanted to shift blame and not take accountability for cancelling my reservation. All he had to do was attempt to charge my card again OR simply contact me and he would’ve found out that I was already in the parking lot on my way into the lobby. He tried once only. That is ridiculous.

I stayed at this Comfort Inn and it was one of the worst hotel experiences I’ve ever had. During check-in, the Indian man at the front desk was extremely rude, disrespectful, and completely unprofessional. He showed no basic courtesy toward guests.

When we entered the room, the humidity was unbearable, and the cleanliness was absolutely unacceptable. The room felt damp, dirty, and poorly maintained.

Overall, this hotel does not meet even basic standards of hygiene or customer service. I strongly do not recommend staying here.

Issues encountered during my stay:

• Shuttle service took over 1.5 hours to arrive.
• First room contained garbage on the floor and severe mold issues in the shower.
• Second room was equally unacceptable, with:
Freezing temperature and inadequate heating.
• Sheets and pillows that smelled strongly of cigarette smoke - Dirty!  (Non-smoking hotel)
• Extremely thin walls with constant noise from adjacent rooms and hallways.
• Filthy phone, dirty fridge, and a sink that would not drain.
• Cold water only from the taps and an unclean shower - Couldn’t shower.
The included breakfast wasn’t available.

Due to these conditions, I was unable to rest properly and managed only two hours of sleep. I have attached photos documenting the state of the rooms, with additional evidence available upon request. I will also attach the bill.

This experience raised serious health and safety concerns and did not meet the basic expectations of cleanliness, comfort, or service. As a paying guest, I have the right to safe, habitable accommodations and services as advertised.

Contact me directly as I have made an official complaint with request for a refund which still has not been responded to.

The hotel experience was the worst I have ever had. The room was dirty, stains on the blinds, carpet stained. The deadbolt on the door was completely snapped off. Asked the hotel to fix it or move rooms, they did not care or do anything about it. I checked out a night early because it did not feel safe in the hotel. Still trying to get a refund for the night I did not stay. Please do not stay here ever.