In the past month of August, I had a friend who was coming from overseas to visit my family. Months in advance, he reserved and got charged in his credit card for a room at Monte Carlo Inn Mississauga/Toronto West. Reservations and payments where made trough Hotels.com in Brazil. On the scheduled date of arrival, he missed a connecting flight to Canada and got stuck in Panama for 2 days, waiting for the next available flight. He contact me and on his behalf I called the hotel to inform then my friend would arrive 2 days later, just to make sure the room would be guaranteed. The attendant made a note on the reservation and said that everything was ok, the room was reserved and saved for him. I called one more time a day later to inform that would be a late arrival and they told me everything was ok. I spoke with Marina all this time. She was very polite and professional.
But the worst was yet to come. When my friend arrived 2 days later, I pick him up at the airport and arrived at the hotel around 2 am. Upon entering the lobby, the attendant start shaking his head and I sensed something was wrong. I informed him my friend had reservations, and he said there was no room available at all. We should him a voucher from Hotels.com and I explained that I had called twice and spoke to Marina about this reservation. He went to a desk and pick up a paper with many handwritten notes, all of them regarding my friend reservations. He said sorry, but he didn t had any room available and he could do anything. My friend didn t speak English, so I ask how would be possible that they didn t honor a reservation that was made months in advance and was paid for. The attendant replied that my friend paid hotels.com, not the hotel. After a little bit of argument he decided to call another location, which was too far, and arranged for a room there for my friend, but he told us that even for the next few days he was unsure if he would have a room available. On the way to the other location, almost 3 in the morning, I decided to take my friend to another motel down the street that was a lot cheaper and at least the staff was friendly. At the end, we try to contact the hotel several times but they refused to issue a refund for a reservation they didn t honor. Basically they kept the money and rented the room to someone else. I only have one name for this ... Eventually my friend went back to Brazil and after may calls with hotels.com, he was able to retrieve only part of the money. My call to you is if you plan to reserve online, make extra sure you will have the room before you get there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC