Best Western Plus Executive Inn — Hotel in Toronto

This 3-start hotel could be a 4-star, if it were not for the terrible check-in clerk (that cost me almost an extra $700!) and glitchy website (which definitely cost me $40).

Good: right off the 401 and Markham and easy to get to (3 right turns) and great highway access to the sights free parking quiet room, despite proximity to the 401 (however, the HVAC fan never shuts off, even when you turn off the system (heat/off/cool)) well laid out room, comfortable bed, fridge, microwave and plenty of towels good selection of cable TV (and streaming available, but not used so can't comment) decent sized pool (probably 5 m by 10 m, with depth of about 1 m to 1.25 m) and comfortable (not too cold) temperature pool towels provided no hot tub but dry sauna beside the pool fitness centre (but not used so can't comment) free breakfast and there is some (but not much) change to the hot buffet; very nice buffet staff Petro-Canada is less than 1 km down the road (and you'll drive by it, on the way in); obviously, there is a small convenience store inside, but ... Qoo Sushi (right next door to the Petro-Canada) is delicious (but seats only 3)!!!

Bad: When booking the rooms, the website asked if I would like to become a member. When I clicked on yes, it "lost" my reservation and then it jumped the price from

I booked 3 rooms for our group, we were staying there so we could enjoy the city and the zoo.

Upon arrival everything seemed fine, we were checked in by Mohammed, who was very friendly and fast.

We got to our rooms, they appeared upon first glance to be fine.

The one room had hairs in the bed, to the point that my Mother refused to sleep in it, and stripped the bed to sleep on some blankets from in our car.

The second room was fine.

The third room, our room, was fine until we got our kids dressed for bed and pulled out the sofa queen bed. Upon opening it it was absolutely obvious that it had never been made, I don't mean that there were not blankets, I mean that it had blankets that had quite obviously been slept it, including hair and sweat stains on the blankets, it also had a vape in the blankets.

We called down and spoke with Mohammed who didn't really understand the issue, so we had him come up to the room and look, he offered to give us clean blankets so that we could change the bed, but we refused and our children were not interested in sleeping in the bed after seeing the state of it and the vape. He took photos to forward to his Manager and we requested to change rooms. He was apologetic and went downstairs to try and find us another room, he had us meet him on a lower floor that had some sort of party going on and was now a floor away from the rest of our family group. Finally, he found another room on the same floor for us, and dressing in pajamas, we had to pack up all our belongings, move to a new room, unpack, then finally go to bed.

When we checked out, they acted like nothing had happened, and we asked to speak with the Manager, who was not in. So we spoke with the Supervisor who offered us $2 in reward points, and gave us a 6% discount... She told us that it was all she could do and we would hear from the Manager. We are at a week now and we've heard nothing from the Manager.

In addition, none of the ice machines worked, and none of the vending machines worked. The breakfast in a morning was limited due to COVID restrictions, as was pool use, which is understandable, but their breakfast "sausage" was chopped up hotdogs, and anything other than cereal in a ziplock bag or eggs was hidden around a corner that you had to ask for, but it wasn't even possible to see it in order to ask for it.

We are extremely unsatisfied with our experience and the customer service, apart from Mohammed who...

This hotel has been my go-to when I stay in Toronto, and before today I gave it a 4 star rating. I have stayed here many times over the last several years. However, after my most recent visit (July 14), I will be looking for alternate accommodation going forward. We got a single, King bed on the 2nd floor. Check-in was easy was normal, staff was friendly and expedient. But that's where the good experience ends. In the room, the bed was reasonably comfortable. The TV had a very limited number of channels, probably less than 20, which they compensate for by having Netflix pre-installed, but requiring the guest to use their own login credentials. Im not really wanting to have my credentials harvested, so we passed on that. In addition, the rooms are marketed as soundproof, but a simple walk down the hall, and you can hear noise from every room. The shower head was extremely old and had lime and scale caked onto it. We could live with these problems for a night, but then there are the other guests. I was confronted twice during my one night stay by presumably drunk, hostile guests who were looking for a fight. The first time was in the parking lot, when I noticed them (at least 4 people) going to more than a dozen cars in the lot, I assume checking for easy access to vehicles for illicit reasons. I told the employee at the desk, and she basically told me she/the hotel is not responsible for the lot and the company policy is to "mitigate the risk of damage to hotel staff and property" and wouldnt even call the cops unless she witnessed something illegal first hand. How can you witness it first hand if you're not willing to come out from behind the desk? The second time was in the lobby, seen by 2 staff members, while waiting for a food delivery. This time, the guy (one of the same 4 from before) tried to take my food from me as it was delivered, and it nearly got physical. It definitely got loud, and other guests were made aware of the shouting. When the guy walked away (walked into the hotel, not leaving), the staff had looked like "glad I didn't have to deal with that." I didn't push the issue with them, because they obviously werent going to do anything about it. We shouldn't have to deal with this type of altercation at all, much less when im paying more than $200 for a single night. I dont feel comfortable bringing my family here anymore and will be finding alternate accommodation...