Good

Good

Bad management

Liked: The hotel lobby looked nice. I didn't get to experience the room since my reservation confirmation wasn't honored.
Disliked: Even though I showed the confirmation email I received through booking, the staff didn't honor it and blamed it on the booking website. I accepted the situation and I went to a different hotel. The part that I didn't like was that I woke up in the morning to find out that I was charged from the hotel for the room I had never used. When I called the hotel, the receptionist told me: "Yes, you were supposed to be in this room (gave me the room number)." She passed me to the manager, who never apologized for the situation, but just kept blaming the booking website. It is the hotel's responsibility to communicate with the booking if they have or don't have any available rooms, as well as it is the hotel that puts the payment through. I was very upset with how the situation was handled by the manager, I was not upset that they didn't have a room available, I understand mistakes happen. The cherry on top, it takes 10 business days to issue the refund.

Exceptional

No stay, terrible booking process

Liked: Bookings over booked this location. We had room confirmation but no room!

Superb

Very poor

No accountability taken for overbooking

Disliked: They had overbooked and there were 3 or 4 other families that were denied check in also all after long days of cancelled flights at toronto airport - the staff were very rude and would not take any accountability for the problem placing full blame on booking.com (even though we received two confirmation emails from the hotel themselves). They would not help us find any other accommodation and just left us all stranded and stressed at 1am, they didn’t even help us with our bags.

Airport hotel

Liked: It was ok
Disliked: Expensive