Four Points by Sheraton Toronto Airport

Where do I start? I have not been able to even stay at the beginning to even write a proper review but based on phone conversation.
A friend and I wanted to book this hotel for Animé North convention as it is one of the hotels listed on their site. However, it took a good week until we got that booking – of course we were booking this as most of the other hotels were full. So a week later we got out reservation — later on, it was mutually decided that we would look at other hotels as the service that we got was iffy. Also, we called by phone hoping that would be easier.
I called yesterday asking to cancel the reservation, mind you when they gave me a reservation confirmation number, I was told that they cannot do it because it was too short. And a person who has anxiety, I start freaking out because I have been getting unprofessional emails from them, with a very weird layout – it does not even have the hotel’s banner, as you would expect from a professional hotel giving you confirmation number about your reservation/​cancellation. I also did not want to get charged because we did call at least a month before the expected arrival time.
I digress, I called again today, and my god. The person who was helping me, I asked if it has been cancelled and she just went «Yes, it has been cancelled» after I asked if she could make sure that my name is spelled right because the day before they told me they will send me a confirmation email about the cancellation – which I did not receive. During the call, I got an email stating that my reservation has been confirmed and with a status saying «CXL»
A guest will not understand what «CXL» means. I don’t understand how this hotel caters to guest when they can’t even begin to train their own staff about proper guest management and effective customer service.
As I continued to talk about to make sure that the reservation has been cancelled because at this point, I’m panicking if it has been cancelled, the operator just HANGS UP ON ME. I was still talking for f***‘s sake.
MY GOD. I haven’t even been able to stay and she just hangs up on me? Isn’t it on why you are working at a hotel is to cater to guests and be patient to whatever their needs? You should have known that hospitality is taken at college and they cater to their guests with patience regardless of the situation…
I’m not sorry for calling a lot of times just to make sure I’m not being charged. But to hang up on a customer while they are speaking. That’s just rude. Real professionalism, real classy.
I will not be staying at this hotel at all or even in the near future. I suggest you all the same. If they cannot provide proper service through the phone and as marketed as being hospitable, I promise you they will not be as hospitable if you even go through with your stay because of that first encounter.
TL;DR: Customer service was horrible. This hotel deserved no stars, however, not until I called the higher-​ups in the states asking if it has been cancelled, they were helpful enough to not hang up on me and to confirm without rushing and be patient with me. However, the person who helped me did sound a little sleepy. That’s the only thing that deserves one star, otherwise. I would happily write this review with no stars, if given the option, or even negative points. :)

Staying at the Four Points has its benefits– modern look and feel, pool, hot tub, a nice soft bed… But there’s some drawbacks to this one. Notably no free breakfast.
The breakfast is the most expensive I’ve encountered so far, considering many book here to go to the airport the next day and could get their meals at least at half the cost. Make sure you know if you’re getting breakfast before you go in to notice nothing’s included, because the guy used guilt methods on us: «You’re going to eat anyways». Hah. I guess something needed to be said to us as no one else was in the restaurant when we arrived.
The room was a good size, nice and comfortable, but after shortly going to bed, of course we get greeted by guests next door arriving at 1:30am. Sure, that’s the nature of hotels but we could hear their every mumble, door slam, and toothbrush. At least I was able to find that the a/​c had a fan on option and left it on all night.
As someone else said, just come here for your basic hotel stay, and don’t expect much more.

This place was great. The service and staff were way better than many higher «scale» hotels I’ve stayed. I was blown away by how pleasant and easy the experience was… also the location can’t be beat!

Stayed at the hotel for the weekend and it was clean
The room I was giving (209) was in a mess when I got there, and it wasn’t ready. Went back down, told the clerk who was apologetic and then gave me (210).
They had kids playing hockey in the lobby of the rooms, yes believe it, their Wi Fi kept going in and out and there was a lot of parking BUT I HAD TO PAY TO PARK :(
The positive is it’s close to the airport

Stayed here two night this weekend, it is an ok hotel no frills, bells and whistles or anything fancy. I stay in hotels a lot on work travels — think of this as the Costco of hotels. Plastic cups in the bathroom basic furniture, shampoo and body wash dispensers in the bathroom etc.
The rooms are clean and the service was good, they will have gotten at least a 4 star but my first room after checking in wasn’t cleaned yet and I had to get it changed.

The hotel itself was very clean.
The clerk and I agreed upon a rate, and that was not the rate that I was charged, i was charged more. When I got my C/​C statement and called the hotel, I was told too bad, that was the rate, and that’s it.
I had not signed anything and was told that most hotels never get signatures, that that was common practice. I can’t say that I have ever stayed in a hotel and not had to sign anything, other then this place.
I am upset that the rate I was charged was not the agreed upon rate. Very shady practices.

Great hotel! Close to the airport and surrounding convention centres. Rooms are clean, and you get a $ 5 voucher if you do not want your sheets to be redone in the morning. Good savings! Free wifi is also a perk!
Their breakfast has a very good variety and quality is good. On some mornings, there is a person who makes omelettes for you. Otherwise, it’s a traditional breakfast with eggs, pancakes, French toast, bacon, sausage, hash browns and so on.

One of best hotels within close vicinity Pearson airport. Clean hotel, nice atmosphere, plenty of parking and conveniently located near the airport. Check in staff was friendly and helpful and the rooms are nicely decorated.

Basic hotel but very clean. I stayed here because all the hotels downtown Toronto were overpriced for a big convention for the weekend. It is right across the road from the airport but very quiet still.
You get a basic room, but has a desk, an arm chair and a very big LG flat screen TV. The room was very clean, including the bathroom. You are not going to get a better basic room at a downtown hotel.
The front desk staff are very friendly.
Very affordable to stay here and parking is only $ 12 a night — the main reason why I chose this hotel over others by the airport (At the Westin Harbour Castle downtown TO, you pay $ 40 to self park 2 blocks away underground)
I would stay here again.
One word of advice, buy your booze before you get here because there are not liquor stores or beer stores close by.

Ok room, BO smell, so cranked the AC and went out for a bit hoping it would clear the air a bit. Kind of worked. Nice pool and ok gym. No free breakfast. Long walk to nearby restaurants.

It’s really pretty basic. But also pretty cheap. Last minute rates are about $ 79. If you are Spg gold your first drink is free. For everyone Internet is free. The bar is bland but nice. Service is fine. Reuben melt is the best order. It’s a lot cheaper than the Sheraton gateway at YYZ. Yes you have to wait for a shuttle, but really, only in January is that a temperature issue.

Came here for a Christmas party last weekend.
The setup was your basic hotel gig. The room was a good size for the number of people and they had three bars set up so the longest line all night was maybe 5 – 6 people long. Generally the bar prices were good with $ 5 for a beer or cocktail, $ 7.50 for imported beer and $ 2.50 for pop.
Food options consisted of finger foods. Chicken wings, chicken fingers, tacos, salad, etc.
The front desk staff were great to quickly point us in the right direction to find the party and then later in the night when we needed an ATM. So note, there is no ATM in the hotel. You have to go across the street to the Royal Bank.

Typically airport hotels are not travelers’ favorites. The location isn’t usually ‘sexy’ like downtown locations and sometimes the noise from the airport can cause a disturbance in getting work done or getting any sleep. And this hotel was no different — it is so close to the airport that you can walk across the street and it’s in a heavy business and industrial area. But wait until you walk in…
As I stood in line upon check-​in, a check-​in that took longer than it should have, I noticed several things. It was impeccably clean, the front desk people and the other guests seemed happy, and there was a loud concrete pounding noise and vacuum cleaner running the entire time I was standing in line. Please tell me, not another hotel under construction. This just happened on my last trip at another hotel less than a month ago.
When it was finally my turn at the check-​in desk, I was greeted with a very warm welcome. It was my first time to Toronto and the front desk agent made me feel like a VIP. He was friendly, cordial, and most importantly sympathetic to the wait I just had and the endless pounding coming from right below us. It was a Sunday after all, why are these people still working, we joked.
He placed me in a room far enough from the construction so I never even noticed it during the rest of my stay. My room was also clean and green — it had a recycle bin in the room! I’ve traveled A LOT and have never seen a mini recycle bin right in my room. Sexy, no. But smart, heck ya! Thank you to this hotel for choosing environment over sexy.
One of the reasons I like traveling is because I get to turn the ac really low and sleep like a hybernating bear. Since I live in Florida where it is almost always HOT I like cuddling up and getting a great night’s sleep. However, I would not be so lucky. You know how hotels have now put these timers on their ac’s so they shut off automatically after a certain period of time? Well, this one was no different. It went on and off EVERY 30 minutes. I wouldn’t have minded so much if I didn’t notice but who could sleep through the noise this thing made every time it went on and off. It would wake a sleeping bear in Alaska.
You are probably beginning to wonder why I gave this hotel 4 stars. This is why: despite the construction and the totally annoying ac that disturbed my sleep instead of enhancing it, every interaction I had with every employee at the front desk was AWESOME! Totally, totally awesome. They were friendly, accomodating, helpful, welcoming, and just plain ‘olé nice! It was as though I was a guest in their home, not their hotel.
The moral of the story? SERVICE, SERVICE, SERVICE. I could have complained about the ac and the construction and maybe even got a free night out of it. But they were so fantastic that it made up for any of my inconveniences.