I stayed at Quality Inn & Suites - Toronto West previously and had no issues so decided to book again - on February 21, 2026, and this was hands down the worst hotel experience I’ve had.
The first room we were given (second floor) reeked of marijuana. It was overwhelming and completely unacceptable for a non-smoking property. We were moved to another room on the main floor, only to discover it had an adjoining door to the next room. Although the door was locked, the guests in the adjoining room were actively smoking, and the smoke was coming directly into ours.
When I reported it, the front desk clerk said he would “call them” — instead of physically going to the room to address the situation. Calling someone who is clearly smoking in a non-smoking building does absolutely nothing when we’re sitting there breathing it in. It did not resolve the issue at all.
To make matters worse, there was no available parking. When we arrived, police were in the parking lot going through someone’s vehicle. After leaving briefly to grab food, we returned to see police searching another vehicle. This is not an environment I would consider safe or comfortable — especially for families.
I contacted Expedia immediately requesting a refund so I could leave and book another hotel. Instead of immediate resolution, I was told the booking was non-refundable and that they would “try” to contact the hotel.