Sheraton Gateway Hotel in Toronto International Airport

Terminal 3, Toronto International Airport | Mississauga, ON L5P 1C4  [SEE MAP]Mississauga, ON  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 1

Disappointing experience at this quarantine Hotel.

Mar 2nd, 2021

From the moment we arrived till the moment we checked out, this experience was nothing more than abysmal. Management at this hotel has extremely miss-understood the challenges to fulfill the Government imposed COVID quarantine and have thrown their employees into a mess that they are incapable of managing and near impossible to recover from. Due to the Hotels renovations, to get a room we had to stand inline, for an hour, in a small corridor with 30 + other guests (not socially distancing properly) to wait for an elevator to go to another packed entry way where there were make shift registration desks and again no ability to social distance properly. Once we were being checked in, no information was provided from the front desk to the process of food ordering, when it would arrive, how we would be billed , what the process would be to exit the building for a break etc. Staff were ill-informed or just could not care as the line up was too long. No documentation was available to provide required information The meals were delivered at their leisure and we did not get both meals at the same time and had to call multiple times until phone was answered to get our second dinner. The Meals were overpriced , mediocre quality that were made in bulk and delivered lukewarm. Daily menus were to be provided for the next days meals which did not always show up forcing us to call customer service on the phone and those calls were rarely answered forcing us to leave the room and head down to the front desk to engage and pass multiple people on the way. The experience of being in a hotel quarantine exposed us to so many more people and interactions with potential transmission of the virus compared to having the freedom to leave the airport, get our car and go home and quarantine for 14 days. This was a total debacle! (this is being kind) While I understand the idealistic concept of this quarantine I believe this hotel is ill prepared to provide a competent level of service and should have never taken on this challenge as neither the hotel nor staff are able to manage the challenges. Senior Management has not properly prepared their staff for this process. My heart goes out to the staff who must face the continuous anarchy that management has put them in. Although the Manager on Duty upon our check out attempted to make things better by providing a refund for some of the cost of the hotel and food, I still would not advise to choose this hotel for your quarantine experience TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

No breakfast feeling headache

Mar 1st, 2021

Worst experience in Sheraton hotel . Poor service and haven't got any meal till now . they don't do the service on time . Getting headache . Just want to earn the money that's it they don't care about the customers TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Appalling treatment of quarantine guests

Mar 1st, 2021

A six hour wait to check in. Despite this being mandatory quarantine and having called in advance to say my flight would land around 7am, on getting to the hotel I was told check in was at 3pm. A large number of others had been waiting since 5am. The hotel suggested waiting in the lobby until shown that this was already full, without seats or space. They then suggested travelers go hang out in the terminal. These travelers were all subject to mandatory quarantine at the time. By 11.30am the hotel decided to arrange a queue system back into the terminal. Meanwhile guests were leaving complaining about no food, bad food, excessive charges and poor service. I checked in finally around 2:30pm. Dinner was brought at 8:40pm...a package of couscous and tomato sauce, a package of sliced lettuce and two plastic wrapped cakes (this was apparently’chef’s choice dessert’). Fortunately the staff said exercise is whenever and wherever you like and confirmed there is no security you are still at liberty to go get food in the airport. The hotel was very quick to take guests’ money but that is bout it. If you have the option to void this hotel then do is a disaster. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

mandatory 3 day quarantine

Feb 28th, 2021

I booked the hotel for quarantine through a government offered agency. The hotel didn't live up to expectations . Their food service is unreliable and at times they forget to deliver meals. Reception and room service line is always busy, it takes around 2-3h to reach them. It seems that hotel doesn't have the human resources to cope with such a magnitude of travelers. Room is clean enough and good size, but definitely not cleaned and disinfected for COVID era. They didn't provide mandatory cleaning kit as in other hotels. All alcohol rub containers in Lobby were empty. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

COVID quarantine mandatory 3 night stay

Feb 28th, 2021

This is the worst experience i have had in any hotel anywhere in the world. I booked this hotel through the govenment booking line for the obligatory 3 night quarantine. I arrived at 8.30am to find a chaotic queue of people there sonce 5am. The hotel was more than happy to take the advance payment for bookings but on arrival said check in was only from 3pm. Meanwhile the many arrivals were left in a small lobby, with no distancing. At around 11.30am, after many complaints, staff spoke to people. At 2pm still waiting to check in with a huge line of people over two floors and back into the airport. In the meantime people checking out reported not bei g given meals, unhelpful staff that did not answer phones and being over charged. Staff members offered advice such as going to get meals in the airport...even though this is a quarantine hotel. The appalling level of service is second to none. The hotel blames the government, however it is clear they are more than happy to take bookings with non refundable payment in advance and then not deliver. Stay here only if you have absolutely no alternative. TRIPADVISOR.COM USER 

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