Crowne Plaza Toronto Airport by IHG

Reviews

• KR

  Kat Ryan

  5 days ago
  2.0
  Bad experience unfortunately. I was super excited to stay in my first 4 star but…. BEWARE nowhere to park if your handicap and you go out and come back after 10pm. Their parking lot is under destruction so you have to use the Hilton parking lot. And you have to pay for it. And then there’s nowhere to park. So then there’s a parking lot all the way down the way do you have to park at and every 15 minutes of van comes through to pick people up otherwise you have to walk back. The bathrooms are not clean very well or at least this one because I have pictures there’s dirt all over the countertops like Hair and Link. And then there’s like four different types of hair on the ground. The bathroom fixtures are coming out the wall. I just expected a lot more from the four-star hotel. The TVs HD hertz definition isn’t even that good it’s really fuzzy. It’s like watching TV with glasses on when you don’t need a prescription.
• AR

  Anthony Reid

  Aug 28, 2026
  1.0
  I arrived at 3:20pm to check in. I was told it would be 5-10 minutes before the room was ready. At 4:45, the room was still not ready. At 5:10, I was given my keycards. The room was filthy, with crumbs on the carpet, the fridge was dirty, the makeup mirror in the bathroom was broken, and hanging off the wall. We were a party of four and only two sets of towels and washcloths were available. I went to complain, and was told that there were no more King Suites available, so I was temporarily given a Jr. Suite, with the promise that I would be put in the room I was paying for as soon as possible. This Jr. Suite also only had towels for two people. At 10:00pm, we called the front desk to ask about the actual room we were paying for. They said the manager would bring up keys for a new King Suite. Also, they were concerned whether we had showered or used anything in the Jr. Suite. We moved to our 3rd room of the day, and still only towels for two people, a part roll of toilet paper, and an empty conditioner bottle. The next morning, we had to call housekeeping for more bathroom supplies. When we went to breakfast at 9:00am, we were told that we only paid for two people to have breakfast. Our reservation clearly indicated four guests. We complained to the front desk where they tried to convince us that we had only paid for two people to eat. Finally, they gave us vouchers for all four of us to eat. Two days in, we had to call housekeeping again to provide toilet paper. On day three, we discovered that all the guest laundry machines were out of order, the laundry room smelled of mold and there were what appeared to be wet bedsheets left in one of the washing machines. This room was also filthy. The following day, we saw that there was dirty glassware that had been sitting for three days on a console table near the elevators. Again, housekeeping needed to be called, this time for towels and handsoap. They provided one bath towel, two handtowels, and one bath mat. No wash cloths and still no conditioner. The next day, we had to leave a note asking for towels for four people, as well as handsoap and conditioner. We were given three towels and washcloths. We were also given several small single use sized bottles of soap and conditioner. The following day, again, towels for three people. The WiFi also regularly would drop for long periods of time. So, TL;DR : This place has terrible housekeeping practices, is dirty, they try to scam you on meals, feels like a struggle every time there is an issue to try to resolve. Spend your money somewhere else!!! Terrible experience!!!
• AO

  atinuke olaleye

  Aug 21, 2026
  2.0
  I stayed at this hotel for several days and noticed a recurring issue with the breakfast seating process. Guests queue at the restaurant entrance, where one staff member checks the room number, personally escorts each party into the restaurant, finds/seats them, and then returns to process the next party. While that staff member is away, the entire check-in queue stops. It would usually take about 20 minutes or more of standing on the queue before getting seated, depending on the number of guests waiting. I raised this with the manager on my 4th day there, because it appeared to be a workflow bottleneck rather than simply a capacity issue. I was told the hotel had been fully booked for approximately 15 days and that the restaurant seats about 100 guests. While limited seating will understandably create some waiting, the current process appears to add avoidable delay, particularly during predictable peak periods. Separating guest verification from seating, or assigning additional front-of-house support during busy periods, may improve the flow considerably. What disappointed me most was the response when I tried to raise the concern. The conversation became defensive, and the manager eventually offered to take me into the restaurant ahead of the queue. I declined because I was not asking for preferential treatment; I was trying to provide feedback about a recurring process issue affecting everyone waiting. The manager subsequently raised his voice while explaining the capacity constraints in front of the other guests. The staff appeared to be working hard, and my concern is not about their effort. It is about a process that could potentially be improved and the way constructive guest feedback was received. I hope management will review the breakfast workflow, particularly when the hotel is operating at high occupancy.
• BL

  Boxue Lu

  Aug 17, 2026
  3.0
  Overall okay experience for what you pay for. You definitely have to be proactive and inform yourself as the receptionist are SUPER BUSY and won’t provide information unless you ask specifically. First room we entered, hair on the bed sheets… and body gel was empty. No shower towels either. We explained the situation to the receptionist and told us somebody was going to clean up our room. After 20 min of waiting, we called service center and asked for a change of room. Second room was cleaner. ***PARKING RANT*** When asked about parking to the receptionist, only mentioned the parking is next to the hotel… NO MENTION OF THE 2nd PARKING AT ALL. Also don’t forget to ask about the parking fee and how it works and the parking permit they have to give you. They have 2 parkings. 1 parking right next to the hotel and the 2nd parking is further away at the end of the big parking lot. 1st parking gets filled up very fast as the hyatt hotel also uses the same parking it seems. We didn’t know about the 2nd parking at all as it’s pretty lowkey. There were no more available parkings at the1st hotel parking lot when we came back at night so we decided to park at the neighbouring restaurant’s parking lot overnight. Woke up with a 75$ parking ticket and saw around 10 other cars in the same situation! So clearly the 2nd parking isn’t obvious enough. The parking officer gives you a warning at 9 AM and if within the same hour you don’t move your car you get a ticket…doesn’t leave us with a lot of time… Knowing about the 2nd parking could have avoided the situation. parking is still 30$/day though.
• YD

  Yakeema Daley

  Aug 13, 2026
  1.0
  Update: My issue was not with my room being cancelled it was with the lack of assistance from the staff when I tried to rebook my room without the discount and was unable to. But as proven comprehension is not y’all finest asset. Worst experience ever. This hotel has always been my go-to whenever I travel to Toronto, which is why this experience was incredibly disappointing especially because I was travelling with my family for a mini vacation. I booked my room more than three months in advance, only to receive an email on the day of our travel informing me that one of my rooms had been cancelled. While I understand the cancellation, the way the situation was handled was absolutely unacceptable. I immediately tried to find another way to rebook the room, but by then the hotel was fully booked and I was unable to get my original dates back. I spoke with the night manager, Wilson, hoping he could help resolve the situation. Instead, I was given a phone number and told to call another Holiday Inn because they supposedly had availability when he last called them. When I asked if he could make the call, I was told I could make a local call from the phone in my other room which, by the way, didn’t even work. When I asked what would happen if that hotel was also full, his response was, “I’ll give you another number. We have many numbers.” As a guest who had made a reservation months in advance, I expected solutions, empathy, and actual assistance, not to be passed around from one phone number to another. And that wasn’t even the end of it. We waited approximately an hour and a half for the shuttle. When we tried calling the hotel for assistance, nobody answered. When someone finally did answer, we were placed on hold, only for another person to eventually pick up and have absolutely no idea why we had been placed on hold in the first place. I also work with IHG, and honestly, neither I nor my manager would ever treat a guest this way. I understand that problems happen in the hospitality industry. What matters is how you handle those problems, especially when a family is travelling and has planned for their stay months in advance. This experience completely changed my perception of a hotel that I previously trusted and regularly chose when travelling to Toronto. I expected much better from an IHG property, and I am extremely disappointed by the lack of communication, professionalism, accountability, and basic customer service.

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