Fairfield Inn & Suites by Marriott Toronto Airport

Checked in with a friend under his name, The rooms and the hotel itself are clean. I had a good rest night. In the morning of July 26 before I checked out I went to get breakfast at 9:24 there was a long line mainly family with children I waited in line and now it’s 9:30. The staff members told us breakfast is over and started taking the down the setups and some of the prepared foods to the back room. I approached one of staff member to keep serving for those who are in line. The answer was “breakfast is over at 9:30” I tried to explain to them a dozen of us were in line before 9:30 but still no breakfast. I can’t believe this hotel is also part of Marriott.

I won’t be staying with this property in the future and it’s left a bad taste in my mouth for Marriott in general. I booked two rooms for the party I was travelling with directly on their website and had the confirmation emails. Upon arriving at the property, we found that one of the rooms had been cancelled with no data trail as to who had cancelled it and when. I hadn’t cancelled it as I knew we needed the two rooms I had booked 6 weeks prior. I had never received a cancellation confirmation email nor had I been informed this happened. Not only that but the property was sold out and they were planning on sending us to another property anyway. If I wished to stay at a different property, I would have booked rooms there. We ended up cancelling the room and staying at the Hilton, who were wonderful. The front desk agent, Ruby, was the highlight of this interaction. She was helpful, professional and excellent to deal with. She tried to contact her manager through text and phone calls and never received an answer so had to navigate this on her own and did a great job. Kudos to her and I hope she’s not put in this situation of having to deal with it again.

My family and I recently stayed at the Fairfield Inn & Suites Toronto. We checked in at roughly 9:30pm on Friday July 11. While the hotel itself was clean and comfortable and most of the staff were friendly and professional, our experience was unfortunately overshadowed by how we were treated at check-in. We were greeted by a woman named Roberta at the front desk, and to be honest, her attitude and demeanour was rude and unwelcoming from the moment we arrived. She would roll her eyes at our questions and made us feel very disrespected and as if we were wasting her time. In the hospitality industry, first impressions matter, and I was shocked by how dismissive and unfriendly she was, especially as paying guests just trying to check in. I would seriously reconsider having someone like that be the first point of contact for guests at your hotel. Aside from that, the rest of the staff were pleasant and helpful. Unfortunately the pool was ice cold and the hot tub even colder so that was a bummer! Will not be returning ... It’s a shame that one negative interaction had such a big impact on our stay.