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“So-so Hotel - Bad Service!”

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Crowne Plaza Toronto Airport
Ranked #85 of 138 Hotels in Toronto
Reviewed 14 May 2014

Usually stay at a Hilton while in Toronto but got bumped off an Air Canada flight and got a Crowne Plaza voucher.

Front desk service was quick and efficient but all went downhill after that.

- Elevator was slow and made scraping sounds that made me nervous it would malfunction.

- Room was ok but over-all tired and dated.

- Biggest let-down was the service at the restaurant at the lobby level. Maybe there was a Game 7 Habs vs Bruins hockey game thus the busy crowd but the level of service and customer care was way way below the Hilton Toronto Airport.
1. bar service was ultra slow
2. beer was overpriced at $8.50 per glass
3. chicken wings was awful - overcooked and over-slathered with bottled bbq sauce
4. bartender was very inattentive
4. restaurant manager was condescending when I asked about the $3 bottled water (Nestle Purelife which you can get for $3 for a 12-pack in a grocery)

I was looking forward to finding out if Crowne Plaza may be a good alternative to Hilton but it just strengthened my preference for the Hilton Toronto Airport.

I strongly suggest against staying at this hotel. Stay at a Hilton or even at a Holiday Inn instead.

  • Stayed: May 2014, travelled on business
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Thank BizTravelerCanada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 16 May 2014

Dear Guest,
Thank you for providing feedback of your recent visit to our hote; your comments are important to us as we continuously strive to improve our services. I am very sorry that we failed to meet your expectations but I appreciate that you pointed out areas of our operation that could be improved. Rest assured that your comments have been shared and discussed with our management team and we will ensure that the areas of concern will be closely looked at.
We hope that we will have an opportunity in future to welcome you back.
Elena Naryjnaia
Front Office Manager

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579 - 585 of 1,043 reviews

Reviewed 14 May 2014

I've stayed at this property numerous times over the past few years and never have had such a welcome as I did this visit. Melissa was the desk host when I checked in. Her professionalism was exemplary. She is the perfect person to welcome guests. She handled multiple customer situations wall with a smile and positive upbeat attitude. She should defiantly be recognized by the hotel management.
The room was clean and spacious. The hallway smelled like the carpet had just been cleaned, very fresh and clean.
I stay in the YYZ area a few times a year. Because of Melissa, this will be my hotel of choice.

  • Stayed: May 2014, travelled on business
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Thank Bob M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 15 May 2014

Dear Guest,
Thank you for your feedback and your kind words about our hotel and specially about service you recieved at the Front Desk.
I have forwarded your message to our Front Office Team and we will ensure that Melissa is recognized for her efforts. She truly is an asset to our team and I am thrilled that she left you with such a positive impression. We hope to welcome you back again when you are in our area in future.
Elena Naryjnaia
Front Office Manager

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Reviewed 13 May 2014

Had Mother's Day Brunch Buffet there and all 20 of us were impressed! quality of food is higher than what I would expect for $35 pp. Large cocktail shrimp, smoked salmon, chocolate fountain, starbucks coffee, fresh orange juice.. and service was very good too. Servers were friendly and helpful.

Stayed: May 2014, travelled with family
Thank lokloktang
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 15 May 2014

Dear Guest,
Thank you for these great comments about your Mother's Day Brunch at our La Brasserie Restaurant. I am glad that you enjoyed both food and service and have shared your feedback with our culinary team. Thank you for your loyalty!
We look forward to welcoming you back when you celebrate the next event at our hotel.
Elena Naryjnaia
Front Office Manager

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Reviewed 1 May 2014

The room was very acceptable....clean, quiet, and comfortable.

Lobby is expansive. Restaurant has a wide variety of meals to offer. They have a shuttle van that will pick you up from the Toronto International Airport

  • Stayed: April 2014, travelled on business
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Thank PuffD_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 5 May 2014

Dear Guest,
Thank you very much for taking the time to share some comments from your recent stay with us. It is with great pleasure we see that you found your room clean and had an enjoyable experience in our restaurant as well. We truly appreciate your feedback and kind words of encouragement for our staff.
We look forward to welcoming you back for your next visit
Warm regards,
Elena Naryjnaia
Front Office Manager

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Reviewed 28 April 2014 via mobile

Me, my husband and my 8 month old son stayed at this hotel because we had an early flight the next morning. We bought a voucher through Travelzoo for 1 night accommodation with up to 21 days of parking and a free shuttle to and from the airport for $79. To park at the cheapest park n fly it is more expensive for a week. The original price of this deal was over $300!! I would never pay that for convenience. The hotel was very nice. The bed was super comfortable. The shuttle bus driver was so incredibly helpful. We missed the shuttle by 1 min (they are very strict on time) and he came back and drove us without making us wait for the next shuttle. I would highly recommend this hotel, but not for $300.

Stayed: April 2014, travelled with family
Thank ChelseaPT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 29 April 2014

Dear Guest,
Thank you for reviewing our hotel after your recent visit.
I am pleased to read that you had a comfortable stay and your guest room, as well as shuttle service met your expectations. I thank you for staying with us and kind words about our shuttle drivers. I will pass them along. We look forward to welcoming you again at Crowne Plaza Toronto Airport Hotel.
Elena Naryjnaia
Front Office Manager

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Reviewed 28 April 2014

Our vehicle and an other couples vehicle was stolen from their parking lot. After returning from our vacation we went to get our car it was gone. When we went to report at front desk there was an other couple who also had their vehicle stolen. The staff was not very empathetic and indicated their only responsibly was to call the police. They even wanted to charge the other couple to stay there and it was 2am in the morning. Flyers were on the windows of majority of the vehicles that were parked there with the park stay and fly offer. This is a prime indicator of length of time you are away. The management kept saying they do not allow this but they were on most of the vehicles. They also indicated they have surveillance but nobody removed them nor prevented them from being placed on the cars. We have done the stay park and fly many times and have never had a problem. This was the first time at the crown plaza and our last.

  • Stayed: April 2014, travelled as a couple
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5  Thank Debbie P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 29 April 2014

Dear Guest,
Thank you for posting this review and for giving us another opportunity to respond after a conversation we had over the phone.
We are truly sorry that your vehicle was taken from our parking lot during your absence but from a hotel standpoint, the Night Manager did everything he possibly could. He checked parking lot with you again, offered to call police and insurance company, brought you coffee to try and calm the situation. As for the flyers on the windows for some cars, unfortunately since our parking lot is open, we can't control that process, but we do try to remove the flyers and contact the vendor.
Let me assure you that we have been working closely with a security company and the local police, in an attempt to avoid such incidents. It is very unfortunate that our efforts failed in this case. We have revisited our processes and we will continue to do all we can to ensure the safety of our guests' property.
Elena Naryjnaia
Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 April 2014

My family and I recently stayed at this hotel prior to leaving for holidays and left our vehicle in the hotel parking lot while we were away for the week.

My concern I would to address is leaving your vehicle in the lot that has no swing arm or any other obvious security in the parking lot. When we returned from a one week vacation we found out our vehicle had been stolen and at the same time we were reporting ours another person staying at the hotel found theirs to be stolen as well.

Before we made the report to the police we informed the front desk who showed little interest other than offering to call the police. According to staff the last vehicle reported stolen was only three weeks previous.

It was 2:00 am by the time we were done our report with the police and when we asked what kind of room rate they would give us as we didn't have our vehicle to go home they offered a rate of $99. Needles to say we declined and had a friend pick us up.

If considering this hotel or any hotel for long term park you may want to consider what security they offer.

  • Stayed: April 2014, travelled with family
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3  Thank K T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HotelMGT, Front Office Manager at Crowne Plaza Toronto Airport, responded to this reviewResponded 28 April 2014

Dear Guest,
Thank you for posting this review and for giving us the opportunity to respond.
We are truly sorry that your vehicle was taken from our parking garage during your absence.
In the last few years, hotels in the airport area have seen an increase in vehicle theft. At Crowne Plaza Toronto Airport Hotel, we have been working closely with a security company and the local police, in an attempt to avoid such incidents. It is very unfortunate that our efforts failed in this case. I can assure you that we have revisited our processes and we will continue to do all we can to ensure the safety of our guests' property.
Elena Naryjnaia
Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Crowne Plaza Toronto Airport

Address: 33 Carlson Crt, Toronto, Ontario M9W 6H5, Canada
Phone Number:
Region: Canada > Ontario > Toronto > Etobicoke
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #85 of 138 Hotels in Toronto
Price Range: £64 - £160 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Crowne Plaza Toronto Airport 3.5*
Number of rooms: 489
Official Description (provided by the hotel):
Positioned only 2 km from Pearson International Airport and 25 minutes' drive from Toronto city centre, this hotel offers a complimentary 24-hour airport shuttle and an on-site restaurant. Crowne Plaza Toronto Airport features an indoor pool with a relaxing hot tub and sauna. Guests can take advantage of the 24-hour fitness centre, then work in the on-site business centre. The guestrooms at the Toronto Airport Crowne Plaza offers convenient amenities such as flat-screen TVs and free wireless internet access. Additional amenities, such as a work desk with ergonomic chair and cable TV, ensure a comfortable and productive stay. La Brasserie Restaurant at the Toronto Crowne Plaza serves international cuisine for breakfast, lunch and dinner. After dinner, guests can relax with a drink at the hotel's Rendezvous Bar. Toronto Congress Centre is 2 minutes' drive away and Toronto International Centre is 10 minutes' drive away. ... more   less 
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Also Known As:
Crowne Plaza Toronto Airport Hotel Toronto
Park Plaza Toronto Airport

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