2/10 Terrible
Kristin
Business traveler
Dec 12, 2025
I specifically chose your hotel because of the advertised airport shuttle service. On December 11, I waited at the designated pickup area in Terminal 1 from 11:25 PM until 12:15 AM - a total of 50 minutes in -9 degree weather. During this time:
• I called the hotel four times with no answer
• Three different Holiday Inn shuttle drivers from other locations passed by
• I asked all three drivers to contact my shuttle driver or provide assistance - all refused and only said the shuttle “would be there soon”
• I observed other guests also waiting, with at least one other woman leaving after 45 minutes to take a taxi
• I ultimately had to pay for a taxi myself ($28.75 CAD).
When I checked in and politely requested compensation for the taxi fare I was forced to take due to your shuttle’s no-show, the front desk agent:
• Became loud and dismissive
• Told me I “didn’t see” the shuttle (contradicting my clear account)
• Refused to provide helpful service recovery
• Was evasive when I asked to speak with a manager
• Showed condescension when I requested that notes be added to my file
• Only reluctantly provided an email address for management contact
This experience represents multiple service failures: the unreliable shuttle service that is a key amenity of your property, the lack of phone coverage during late hours, and perhaps most concerning, the poor guest service recovery dismissive treatment when I sought reasonable resolution.
I am requesting:
1. Reimbursement for the taxi
Kristin
Stayed 1 night in Dec 2025