Rated 3 out of 5 by NDIns What happened to meeting the customer's needs?
A trend of long check-in line-ups, sold out Club Floor access, and a lack of identifying that weekly customers should be given some attention is now an expectation of mine. During my first few stay's at this property I felt well respected and rewarded for choosing this property over other SPG properties in downtown Toronto. This is no longer the case and other than the rate and very clean rooms (when the beds are made), there is no other reason for me to stay at this hotel. I truly hope that Tony and his management team take the time remember those regular customers when there are large conferences, etc.
March 27, 2013
Rated 5 out of 5 by JJ57 Great weekend getaway.
Great downtown location - well equipped gym.
January 29, 2014
Rated 5 out of 5 by MatchuATL Oustanding Customer Service
I'm a frequent visitor at the hotel and the team at the club lounge always goes out of their way to make me feel right at home!Also, as a diabetic it is often challenging for me to find suitable eating options when I travel, but the club lounge gang always takes super special care of me and orders special low-sugar / diabetic-friendly breakfast options just for me! Thanks a lot, guys! It makes a huge impact on my stay and how I feel overall. :-)
October 23, 2012
Rated 5 out of 5 by FamilyofFour Very Impressive
My husband and I travelled to Toronto for a one night stay in the Downtown core and the Sheraton was definitely the place to stay! The rooms were clean and very comfortable, we had a great view of Nathan Phillips Square, everyone was very friendly and accommodating and having the ability to walk underground to the Eaton Centre was an added bonus. Our valet parking guy (Serge?) was very friendly and quickly made friends with our 11 year old son. Everyone seemed to go over and above our expectations. We were very pleased with our stay and will definitely consider this hotel on our next Toronto excursion!
January 3, 2012
Rated 2 out of 5 by BoatShowDave Showing its age ...
This hotel has a number of things going for it - its great downtown location within easy walking distance of shopping, nightlife, and restaurants; its great year-round indoor-outdoor pool, and the incredible Toronto Boat Show rate of $98. per night. However, against that is the incredibly bad service in the restaurant, the extra $16.89 per day for Internet access, and an aging decor on the guest floors that is desperately in need of updating.
As for the restaurant service - I was overcharged but did not notice until on my way out. I mentioned it to the maitre'd who said she'd have the waitress care of it. However, when I got back the waitress called me in my room to argue that I was wrong and that the price she charged me was correct despite there being a large sign at the restaurant door advertising the price of the very special I had ordered. In the end she did credit my bill, but did so incorrectly so I was still out money.
January 18, 2014
Rated 5 out of 5 by Nicmar Integrity
I left behind a pair of prescription sunglasses in my room and realized this after leaving the hotel while on my flight back to Ottawa. Once I got home, I called the hotel last night and explained my story to someone in lost and found who was able to confirm that my sunglasses were recovered and were in their possesion. I arranged for one of my partners who was staying until today to retrieve them and bring them back for me. I am truly appreciative of your cleaning staff for turning the sunglasses in and for the professional manner in which the lady at lost and found dealt with me.
September 27, 2013
Rated 3 out of 5 by HarriFox unreliable service
We asked the concierge in the morning to book a limo to the airport at 17.00. We had to wait 30 mins for the car and the traffic was terrible. There were no good explanations from the concierge as to why the car was not there on time (it was obviously someone else's fault). It is clear that the hotel does not have a good relationship with a car service company which given the number of guests you have is unbelievable. If a guest can't rely on a hotel to book a car on time to the airport then the hotel is not suitable for business travelers. This created a very stressful end to our trip, we did not want to miss 3 international flights! We also saw that the driver gave a "backhander" to the doorman, which is not very professional.
December 6, 2013
Rated 2 out of 5 by TeeMan Not a great stay...
Very disappointed in this stay; not up to usual standards. Leaks from roof and malfunctioning machines in fitness facility; Valet parking was terrible; No newspapers available on Sunday morning and very limited external access from lobby computers; breakfast in restaurants was poor; hallway was filthy on floor where fitness club located; pillow on bed not comfortable; cumbersome room service process (on screen on tv combined with phone order for some items).
January 7, 2014
Rated 3 out of 5 by Coady Mr
I was not impressed when I checked into the hotel as they didnt have my room ready of two queen size beds that I requested. Then the guy on the front desk decided to up sell me on another room for $50.00 more rather than offering me that for the same price because of the hotels mistake.
January 20, 2014
Rated 4 out of 5 by BrendaG Great stay as usual but problems with WiFi
Usual excellent accomodations and service except problems with WiFi connection - kept disappearing (approx. 1-2x/hr each of the 3 evenings of my stay). I would manually reconnect each time and get back on the system without problems but was a hassle to work on webmail. Helpdesk was not much help and no offer of reimbursement for inconvenience and poor service.
January 16, 2014
Rated 5 out of 5 by boatshow14 Great Stay
We attended the Toronto International Boat Show 2014 and had great accomodations. We booked less than a week prior to the event because for hectic hockey/playoff schedule. We were able to use the boat show special and had a great rate and a nice stay close to the venue!
January 20, 2014
Rated 3 out of 5 by xshanex Acceptable at the Right Price
This is not a property in its prime and the age is showing. The lobby and common areas are very nice. The room is dated. Only two plugs in the room, otherwise you need to use the Bathroom. Bathroom mirror is great if you are under 5'9". Windows are filthy and really take away from wonderful city views. Pool is not well maintained. I was there for two days and the whirlpool jets never worked. The final irksome piece was being nickle and dimed for every little thing. $2 fee to use a credit card, incremental cost for wifi in room, plus add a little more if you want it outside of the room, etc..
August 20, 2013
Rated 5 out of 5 by Paul1066 Another wonderful stay
When you are made to feel like a million bucks from check-in, you know you are going to have a great stay.
My family of five enjoyed another Canada Day in Toronto and made a wise choice in returning to the Sheraton Centre Toronto. Tammy checked us in with a smile and made us feel welcome from the start. The hotel staff were excellent, the rooms were very clean we enjoyed every moment of our stay. My daughter loved the soft pillows and said she wanted to take her bed home with her.
The buffet breakfast at the Sheraton is superb. All and all, we had a great stay and would return in a heartbeat.
July 9, 2012
Rated 4 out of 5 by Topaz11 Conveniently located
The Sheraton Centre Hotel in downtown Toronto located within walking distance to restaurants, shopping and attractions. The best part is, you don't even have to go outside to access a number of them. Simply take the escalator down to the 'Path', an underground walkway leading to numerous shops and services, including the subway and Union Station.
January 15, 2014
Rated 1 out of 5 by Travler303 SPG Low customer service
Customer service needs to improve and have flexibility with date changes
January 24, 2014
Rated 1 out of 5 by CF99 Terrible Parking and poor service
When we aqrrived we were confronted with Nuit Blanche. Hard to access the hotel - I would have appreciated some warning, and recommendations how to access the hotel. The only parking was valet parking at $48/night - and we were told - well you can use municipal parking - but of coutrse this was totally inaccessible that night. Basically no organized response, and no help with the massive crowds
TV did not work, and instruction on how to use phone - on the TV!!
Finally after half an hour a staff arrived - to fix TV and then demonstrate use of phone (really NOT obvious). Never again.
October 7, 2013
Rated 1 out of 5 by JWAC No hot water in the morning - the entire stay
I'm a big fan of SPG and normally I like this particular Sheraton, I've stayed here at least a dozen times over the years (and three or four times in as many months recently). The first stay back in November, I reserved a suite for the week and I didn't have heat the entire time. They finally brought up 2 space heaters. Hardly acceptable. Then in my most recent stay last week, the hotel had trouble with the hot water, and even after the hotel water was 'fixed', i still didn't have hot water for my morning shower. I spoke to 3 different managers and all i was offered was points. Points don't do a lot when you have to endure a cold shower every morning. This lasted all week. I was not impressed.
February 8, 2013
Rated 2 out of 5 by Valjean24601 Room was NOT up to Sheraton standards.
I have 2 issues. 1) Poor room condition 2) I did not recieve a response from the hotel mgt to the comment card which I personally handed to the front desk. Poor customer service on mgt's part. Room issues incl DUCT TAPE around windows, real dirty windows, heater made loud noises, poor lighting, all-round very 'tired' room. Definitly not up to higher Sheraton standards.
January 12, 2014
Rated 3 out of 5 by Corrie1950 Comfortable, clean but amenities need work
My room was clean and comfortable and it was a great location. The staff were pleasant and generally helpful but I asked for a 7:30 am wakeup call and wasn't called until nearly 8:00, certainly an issue for getting to my meeting on time. Plus, the TV service was really poor. The picture was excellent when you could see it; there were regular digital breakups and "no signal" messages and the remote functioned really poorly. I was not able to watch the morning news at all. A small thing but not what you expect from a high-end hotel.
December 10, 2013
Rated 1 out of 5 by johndimitrakakis Just Simply Poor
Where do I start? First of all my mattress was broken with flat springs in certain areas of the mattress. My second issue was the smell of the room. It was clearly never properly deodorized from smokers in the past as it had a musty feel and smell over all. My final issue which i have never experienced at any hotel was the heating situation and lack of proper ventilation. The room was so hot it was borderline obnoxious. This was also the same deal with one of my colleagues room. This made the room extremely hard to get a good nights sleep. This caused sinus flareups and constant sweats. I plan on visiting Toronto many times over the next two years and at this time I do not think I would return nor would I send any of my colleagues to your hotel at this time.
December 12, 2013
Rated 3 out of 5 by SusanJones Subpar rooms
The south tower rooms are in need of an overhaul. The wallpaper is dingy, fixtures are showing wear and tear and the heating unit was very old and rattled loudly. When the heating was off the windows were running with condensation.
January 19, 2014
Rated 5 out of 5 by GeorgionBayVisitor A nice surprise
We checked in on the hottest day of the summer so far. We were greeted in line with a bottle of water, enjoyed a dip in the pool and returned to a clean spacious room. When I tried to open the safe, it would not open. I called guest services and two polite well dressed gentlemen arrived to open the safe within minutes. Then, the supervisor gave us a $50 credit on our room. A nice surprise for sure. We were thinking of leaving the hotel for dinner but instead enjoyed a wonderful meal at the BnB restaurant. I come to Toronto often and will definitely be back. Thanks for a wonderful stay.
July 10, 2012
Rated 2 out of 5 by Alain2013 Internet service
I was very desapointed to find out that we had to pay for Internet. Today, this option is not an option anymore, it is required where ever you go. I go in hotels twice a month, I used to be SPG gold member but one day I had a very bad service and I decided to stop using SPG hotels. One year later I decided to try it again and it was not that good, rooms are good but 3 things: First: I had to pay for Internet!!!!!!! Can you imagine! Second: The staff was not that nice, I ask to get my bill at the room and she refused!!! I was shocked! I will not go back to this hotel. In 2 weeks I will try an other SPG hotel. Third : The pillows were horrible, I called to get a hard pillow and they did not had any! :(
January 16, 2013
Rated 4 out of 5 by Ganesan STAFF STAFF STAFF...
The Sheraton Center @ Toronto property is great but more than anything... The STAFF`s are exceptional. Among many I would like to especially recognize Blesilda, John and Munsur from Concierge Lounge for their exceptional service. I would rate them with more than 5 * (Stars).
The service, courtesy, mannerism were exceptional. I would choose this property for my future travel needs considering their exceptional service.
No great work should go un-noticed atleast from my end. Any questions please feel free to reach me.
Thank You for taking time to read my comments.
January 28, 2013
Rated 4 out of 5 by Robbiexxxxxxx Complaint
The night before our Trafalgar Tour started at your hotel we were kept awake until 4 am by Loud, Drunk guests who were going up and down the halls, using profanity, etc. When I pointed this out to your front desk person the next day he basically laid it in our lap because we had not called Security to complain. We did not call Security because we did not know anything about these disruptive people and did not want any retaliation from them. I think your desk person could have been more understanding and polite.. Others who were on our Tour and on the 8th floor had the same complaint.
September 7, 2012
Rated 2 out of 5 by MississaugaON Stay-cation could have been better ...
It's the little things that you remember. We were spending a day alone without our two children who were being taken care of by my sis-in-law. The hotel and room were clean. The location is fantastic.
But the TV ... perhaps it's on a satellite feed? Every couple minutes, it would freeze up. We thought it was because of the weather, but the problem didn't go away when the sky cleared up.
And it was cold at night. We found out that the building had not yet turned off the AC which meant that the heating wasn't working. When we called down in the morning, we found out, too late, that they could have provided a heater. My wife is 8.5 months pregnant and we certainly wish that option was made known to us earlier.
September 23, 2013
Rated 3 out of 5 by Jeff Meeting Experience
The hotel room was fine. The physical meeting facilities were adequate. However, hotel staff catering/serving the breakfasts and snacks were as a whole unhelpful and fairly abrupt, actually almost rude. When they ran out of coffee cups, plates or utensils, they seemed put off when we asked for assistance. This was noted in their attitude and response (more often than not, "I'll get to that when they can", as they walked off)
I found the concierge unhelpful in suggestions as to nice neighborhood bars for a nightcap or even restaurant suggestions. When I asked them about a good seafood restaurant for dinner, they suggested 'Red Lobster'
Finally, valet staff was a bright spot. Always helpful and polite.
May 6, 2013
Rated 4 out of 5 by David0311 Great Location in Toronto
Sheraton Centre is located right in the middle of Toronto - walk underground to shopping and other venues, short walk to Chinatown and other restaurants, and across the street from City Hall.
Room (2 full bed) located on the 34th floor (SPG floor), so the view was good. Beds a bit small and would have preferred a king bed with sleeper sofa layout. Usual layout, safe in the closet for the electronics. Self-parking though was difficult - I understand the price given the location, but no in/out privileges, plus no special area for hotel guests, so you could park far from the entrance.
August 19, 2012
Rated 2 out of 5 by grant party noise
I took my son to the leafs hockey game for his birthdat. He lives in Sudbury and I live on Manitoulin Island so it was a long day driving down and going out. We went to bed at midnight and were expecting a good night sleep but were interrupterd for hours from partyers and finally had enough and left by 6am. Told the checkout manager and he said this was the norm for Saturday nights and that police were called to remove people on other floors. This is very dissapointing and unacceptable and I won't come back or recomend to friends or family until I hear positive feedback...thank you
February 4, 2013
Rated 5 out of 5 by CHINOOK OUR FAVOURITE TORONTO HOTEL
We have stayed here many times in the past year either on business or pleasure and have always been pleased with the customer service and rooms.
My husband has always known that when we check in he makes sure the room is up to my standards before bringing up the luggage, but now he knows that I will be okay with this hotel as it is always clean and welcoming, and we both have been happy with this experience!
We love that it is also so close to great shopping and restaurants!
Everyone from the valet, front desk, club lounge and housekeeping have always been friendly and helpful.
July 2, 2012