"I have stayed at Crowne Plaza Toronto Airport, an IHG Hotel several times back when it was Pan Pacific Toronto, and it used to be a clean and reliable hotel. Unfortunately, this stay was extremely disappointing.
I checked in needing a quick shower before an appointment and found stains in the standing shower. After spraying Lysol, I found two pubic hairs, which was honestly disgusting and clearly showed the shower had not been cleaned properly. I had to clean it myself because I had no time to switch rooms. The tissue box also had only one tissue left, showing housekeeping did not properly restock the room.
The problems continued. The toilet clogged after flushing, the shower door made a loud cracking sound every time it opened, and the bathroom amenities were incomplete. There were two shampoos and no body wash.
Later that night, I discovered the fridge was warm. I had some takeout food with me and had to leave it outside because the fridge was not cooling. By morning it seemed to work again, but by then it was too late.
The staff apologized and offered another room around 1 a.m., but moving rooms in the middle of the night was not practical.
What frustrated me most was the lack of proactive customer service. After seeing my review, the front desk called and asked whether I wanted my breakfast charges removed instead of simply offering compensation. I do not feel a $225 room rate was justified, and sadly this experience seriously affected my confidence in this property."
