Holiday Inn Mississauga

I have never experienced such poor treatment from a hotel before in my entire life. I do not recommend anyone book this hotel unless they are okay with them cancelling your fully paid for room after you arrive. My mother and I arrived at Holiday Inn Express & Suites Mississauga–Toronto Southwest at approximately 11:30 PM after a long day of travel, expecting to check into our fully paid for and confirmed reservation that had been booked weeks in advance. Instead, we were told at the front desk that our room was cancelled due to "water damage." We had received no call, voicemail, email, text, or any warning before arriving. The staff claimed they called us, but no such call was ever received. The staff could not even find my reservation in their system and only had my name written on a piece of paper along with two other names. They didn't know which website I had used to book and said the day staff had deleted all my details and left them with no instructions. All these inconsistencies call into question the veracity of their claims. They tried calling me but didn't bother to leave a text, voicemail or email (which will leave a permanent record). The most upsetting part was not the room issue itself — unexpected maintenance problems can happen. The problem was how we were treated afterward. We were told to request a refund ourselves and find another hotel at midnight. When we asked them to arrange alternative accommodation, they told us we would have to pay ourselves first and the hotel would reimburse us "later" but would give no written promises. They kept saying they would email me with all the details, but I have still not received any communication from them. None of their actions instilled any trust that I would ever be reimbursed if I paid. They tried to coerce me to pay by saying if they lose the room reservation with the alternate hotel because I don't pay, they won't help me further. My mother and I spent almost two hours standing at the front desk late at night, exhausted and stressed, trying to get basic assistance for a reservation that the hotel had accepted and confirmed. There was no apology, no empathy, and no urgency from the staff. We were not even offered any water let alone refreshments. A hotel employee from the alternative hotel (Admiral Inn) had to inform us of our rights and explained to us that the hotel should arrange and pay for accommodation when they cannot honour a confirmed reservation and that we should not pay ourselves. He said that this is standard hotel policy and couldn't believe how Holiday Inn was treating two women in the middle of the night. At Admiral Inn, we were immediately offered refreshments and taken care of. We finally reached the alternate hotel around 1:30 AM. Holiday Inn verbally promised to issue a full refund and when I asked for written confirmation and they kept insisting that they would send an email. I am yet to receive any such email from them processing the refund. The interaction with the male front desk staff was extremely distressing. Their tone was confrontational, and I felt intimidated while trying to resolve the situation late at night. I felt unsafe being left in that position with my mother, without accommodation, and without clear assistance from the hotel. I understand that problems happen, but leaving guests stranded at midnight and making them fight for help is unacceptable. A hotel should make guests feel safe and cared for, not like they are a problem for inconveniencing the staff. I hope Holiday Inn/IHG reviews how this property handles situations like this because no traveller should experience this after paying in advance for a confirmed room.

The hotel itself is nice! The only downsides are the bed, which isn’t very comfortable, and the internet. 🛜 If I’m paying this much money, I expect to have reliable, high-speed internet. The internet isn’t just slow—it’s constantly disconnecting and often doesn’t work at all, which is very frustrating.

We recently stayed here for a basketball tournament. Check in was quick, slight hiccup with the room (we were supposed to have two beds), but was quickly resolved. Kids loved the pool and workout area. It was a quick ride to our sports venue, restaurants etc. Breakfast was good, lots of selection. Price point was also very reasonable.