We booked our holiday apartment from August 5th-August 12th, received the booking confirmation on April 10th and on the same day, April 10th sent the signed credit card chit back as requested.
According to the information we received, we had to pick up the key in Mississauga near the airport. The key pick-up building in Mississauga was unfortunately shut because of a Canadian civic holiday. As we couldn’t reach anyone by phone, we decided to proceed, by coach, to our holiday apartment on Front Street in downtown Toronto in the hopes that some other arrangements had been made to get us in the apartment.
We waited in the lobby of the apartment complex while Security phoned the 24-hour company hot line and left the company several messages saying that we were waiting in the building. By 6 p.m. it was clear that nothing was going to happen and so we took a room for the night at the nearby Hilton Garden Inn Hotel.
Using the Hilton Wi-Fi, we sent Park Suites Toronto an email message explaining our predictiment and requesting that they get in touch by 10 a.m. the next morning. The next morning sometime after 9.00 a.m. we received a reply asking us to phone the company.
The company representative, Mark, agreed to meet us at 11 a.m on August 6th at the apartment complex and for some reason had more paperwork to be signed. At the meeting he informed us that the company had changed its policy months ago of having customers pick up their keys at their business offices near the airport to having a representative meet guests in the apartment complex itself. In fact, the company didn’t even have offices at the site mentioned in the information material that we received when we booked!
At the end of the meeting, he gave us two sets of keys and told us that we could put our suitcases in the apartment, but that it still had to be cleaned. We reminded him that, as we had not been able to use the apartment on the previous day and had to pay for a hotel room, we would like payment for the first day subtracted from our bill. He told us that it would be taken care of. He further informed us that the mix-up had been caused by not having received our email with the signed chit as an attachment. Of course, we then sent him a copy of our email which showed the day it had originally been sent. As of the writing of this review, we have still received no refund for the lost day.
The representative did not show us the apartment, but sent us up to talk to the maid. When the apartment had been cleaned two hours later, we were finally able to settle into the penthouse apartment.
The apartment had beautiful views and a very good Wi-Fi system. The washing-machine and dryer worked well. Sadly, the bathroom was very tiny, but on a positive note, we did receive one complimentary roll of toilet paper. The kitchen was ill-equipped with old cutlery and dishes that seem to have been bought at a garage sale.
It took us several days to find the swimming-pool in a third adjoined building and found it to be less than luxurious with changing room lockers requiring private locks which we of course didn’t have with us. We also discovered, on our own, how to get rid of garbage. There was no information about any of this in the apartment. Needless to say, we were also not informed that the building was a construction site.
The balconies were being refitted to bring them into line with new building regulations with all the noise necessary for that purpose.
All in all, we didn't feel treated like customers and find the company’s information policies severely lacking. We definitely not recommend anyone booking a holiday apartment with this company.
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