Review of Radisson Toronto Airport West 3*

Firstly I would like to say that although my stay was not the greatest, the customer service I received during my stay was very good. I recently spent a night here with my husband and children. I made a reservation on booking. Com for a room with 2 Queen beds. When we got to the hotel, Front Desk kindly informed me that that room was unavailable, so they had upgraded me to a King Suite with a sofabed. When we got to our room, I noticed it is very dark in the rooms. There are no bright lights, just lamps. The bathroom smelt like bath soap, as if someone had recently taken a shower. The bathtub had ring stains in it, and when I checked the shower I noticed it was not cleaned properly, water marks all over the glass. The floor also had long dark hair in the corner, and none of us have long dark hair, nor had we used the bathroom as yet. I called Front Desk to let them know, and the receptionist politely informed me that housekeeping was unavailable, but she could switch my room to a smaller room with a King bed. I let her know I was annoyed because my original room was unavailable, so I got an upgrade, only to get a dirty room and be sent to a smaller one. She added free Buffet Breakfast to our stay, so I told her I would check the next room and see if I wanted to switch. I was taken to the next room, it was cleaner, except for toothpaste stuck to the bathtub wall and floor. I chose to switch rooms, as it was getting late and my sons needed to get to bed. The manager came up to my room to apologize and gave us a basket of cookies and snacks. That was very kind and unexpected. A worker also came up to help us bring our bags to the new room. We were very pleased with the way the manager came to us directly. My husband and I ordered room service. He ordered the Calamari Rings and a Labatt Blue and I ordered the Chicken Wings and a Manhattan Martini. The chicken wings were a decent size portion, but they were obviously reheated, some warm some cold, and they tasted like they were made a while ago. I am not a fan of sending food back to be remade because I am always sceptical about eating the returned food. So I just gave my wings to my husband since he eats anything. The air condition fan was way too loud in the room, and it kept cutting in and out throughout the night which kept waking up my husband and I. Overall, I am very satisfied with the customer service at this hotel. The workers are very kind and helpful. I am not satisfied at all with the housekeeping and I am not very happy with my stay overall. I won't be staying here again because I cannot stand dirtiness, but I do appreciate the help I got from the staff. I have to add, the breakfast sausages and hash browns are very nice.