Rated 3 out of 5 by Robert1421 Disappointing Response
As a regular, if not frequent user of the Sheraton on business trips to Toronto, I had a disappointing experience when I stayed recently, on May 1st and 2nd.
When booking my flight online, i thought I could save some time by going directly from the Westjet site to the hotels bookings available from that site. Naturally, I chose the Sheraton because of my previous positive experiences.
I only had two nights to stay, and booked (I thought) the evenings of Thursday May 1/14, and Friday May 2/14. I received my confirmation, and tucked it away in my file.
When I arrived at the Sheraton before noon
on May 1st, I immediately realized that the confirmation was for three nights. This was something I never intended. I drew it to the attention of the Sheraton counter staff, and was advised to call some third party provider. I did. The third party provider
was not helpful. They did agree to contact Sheraton, and kept me waiting for over one-half hour. They came back and advised that the hotel would not change the pre-payment for three nights, notwithstanding the fact that it had more than 48 hours to re-rent the room.
The "tough luck for your mistake" response was out of character for Sheraton, in my experience.
May 7, 2014
Rated 5 out of 5 by nafiz256 Excellent service and great room
I was really pleased with the service from the Reception Desk. I politely requested for an upgrade and they obliged by upgrading me to a very nice room on a high floor with a great view of the city skyline. Moreover, when I went back to them for help, they remembered me by name - I would say that's very rare unless you are a VIP. The room was very spacious and had a separate living room area with its own washroom, closet, mini-fridge, dinner table, etc. Highly recommend this hotel for its location, rooms and service.
November 20, 2012
Rated 3 out of 5 by Constance99 Long in the tooth
The Grande Dame is showing her age a little, but housekeeping could do a little more to help. Sure, the carpets in the halls and the rooms could do with replacement or, at the very least, a deep shampoo. But when my room was a combination of brown splashes on the outside of the bathtub, a non-operational bedside phone, a used (and very dirty!) bathrobe in the closet, no laundry service bag/paperwork, a bathroom sink that wouldn't drain... that's not all, but enough to convince me there are other options in the city.
July 5, 2013
Rated 1 out of 5 by Murray001 Worst Stay Ever
For over 10 years myself and about 10 couple book the Sheraton for the first Boat Show weekend ... but it is unlikely we will again.
Several of us ordered King Sized beds back in the 2nd week of November 2012. Only 2 or 3 couple got a King Sized bed ... we didn't. The towels were not replaced Saturday for our stay Saturday night, the beds weren't touched. We left our things neat and out of the way for cleaning staff that obviously never entered the room.
I won't link their reservations page to my website next year.
January 14, 2013
Rated 2 out of 5 by Scootermc1 Really disappointing
This hotel is understaffed, dirty, and dated. My room looked dingy and worn. The shower drain would not drain properly (even though I complained to the front desk), several of the electrical outlets didn't work, the air conditioner worked poorly (hot in Toronto this week), and every time I went to the front desk to complain, the wait to speak to anyone was 5 people deep. Lots of construction in Toronto causing the rooms windows to be thick with dirt...couldn't see out of the room window very well. Surprisingly bad
August 23, 2013
Rated 5 out of 5 by FlyDutch Stay August 26 - Sept 2, 2012
What a great location!! And what a great staff!! From the moment we checked in we had interactions with Front Desk, Bellstaf, Housekeeping, IT, Club Lounge and everyone went out of their way to satisfy our needs. Super friendly!! I also felt very secure when I entered the room one day and Housekeeping was in there and I had to verify that I was indeed staying in that room by swiping my key. Excellent!! I highly recommend upgrading to Club Lounge level for the additional benefits.. It made my stay so much better..
September 5, 2012
Rated 1 out of 5 by Vonnie22 Hotel was a let down for us
We were very disappointed with the hotel and the location of the room. There was a Jazz festival on right across from the hotel it kept us up with the loud music and also in the hotel there was doors getting banged closed.
The staff I felt was very unhelpful there was some issues with the phone card I had bought in the hotel on how to use it was told to read the back of the card I called the number on the back of the card was still not working so called the front desk was told to just call the uk and then they will ask for the pin code but this never happened i went to the front desk and asked how much was i charged for the call was told $2 then on check out I was charged $30 for a 5 min call to the uk.
I am a travel agent back in the uk and would not recommend the hotel.
June 29, 2013
Rated 3 out of 5 by kim54 Some things to improve
I believe that a shower cap should be an automatic inclusion in the bathroom, but if not, if I ask a housekeeping person, they should be able to provide immediately, without telling me to call guest services. A dirty towel on the rack was not replaced. Air conditioning is extremely loud. Other staff was otherwise pleasant. As a business traveller, I would prefer not to have to pay for in-room internet. Any guest who is travelling on business and using corporate rates should not have to pay for in-room internet.
April 19, 2013
Rated 4 out of 5 by shadow Comfortable Accommodations
Everything at the hotel was excellent excluding the parking. Complete disaster! Cars lined up just to enter the hotel entrance. We had to pass by twice because of the congestion in front of the hotel. We finally ended up parking across the street, which cost us considerably less anyway. $50.00 for valet parking is really extreme when it is such a stressfull environment just to reach the hotel door. I must say, all things considering, Overall, the staff and cleanliness of the hotel were definitely above average.
July 31, 2012
Rated 4 out of 5 by Fiegs47 The hotel and the parking service was top notch
Overall our experience at the Sheraton was excellent for our whole family .
May 5, 2014
Rated 4 out of 5 by Cordraconis Pretty good, but...
While some staff were very attentive, others - particularly BnB were a little slow. Prices in BnB were also high, relative to other nearby outlets / restaurants. The hotel itself was pleasant enough, but a tad difficult to navigate around. The lack of restrooms on the main lobby floor was quite strange - some distance needed to be travelled to find one on another floor! Overall pretty good, but could do with just a bit more zip to give it the 'wow, that was a great hotel to stay at, I want to go back there'...
October 31, 2012
Rated 4 out of 5 by NigelB Return stay
I hadn't stayed at the Sheraton Centre in a while, due to the location of my activities in Toronto not being close to this hotel. I'm very happy we decided to stay here over a recent weekend.
Arrival was quick, given room options and got a nice room on an SPG floor looking downtown. Hotel was bustling, but the common areas were always clean and well looked after.
Had one meal here and the food service was excellent.
Overall a very pleasant stay and I will be back - just not as long between visits this time!
October 17, 2012
Rated 4 out of 5 by Wallet Good ambiance
Has a waterfall garden that can be enjoyed from the lobby and some rooms. Staff was helpful in using the concourse underground to access stores and food court and Tay out of the rain. Great location and views and on bus and trolley, subway lines. Only criticism...kind of expensive.
I especially liked their green Hotel program conserving water on towel and sheet laundering.
April 10, 2014
Rated 5 out of 5 by doubledtbay Best beds & pillows
always get a good sleep at the Sheraton! Love the look & feel of the entire hotel & the access to so much entertainment around Toronto.
May 2, 2014
Rated 4 out of 5 by Pat7 True hotel experience
I had troubles with this hotel in the past and was never too keen to come beck, the big reason I did was for location.
My last trip had to change rooms due to a problem but the staff was accommodating and friendly.
I had to change rooms again this trip and still had an uncomfortable experience... I was ready to write off this hotel and stay somewhere else for my next visit until I checked out.
For the first time here the gentleman asked if I enjoyed my stay, I was frank and explained what happened... Without even blinking he offered to make things right and did so with professional courtesy,
He ensured my future visit.
Big hotels like this have there problems, 43 floors x how many rooms ensures this... Things can go wrong it is how the staff react that makes a true difference.
January 25, 2013
Rated 4 out of 5 by Kids04 A good conference venue
Conference logistics were well managed
May 5, 2014
Rated 1 out of 5 by private disappointing
I was very disappointed by my experience at this hotel. There was no wireless internet in the hotel rooms, which is surely a standard amenity in today's business world; I had no hot water one morning and had to take a cold shower; and on two nights in a row, extremely loud parties were held in the room next to mine, and while security responded when I called, these events severely disrupted my sleep. (Both nights, after I called security and the party was shut down, it resumed within an hour and I had to call security a second time.) I was very surprised by all of this as my prior experiences with Sheraton and Starwood hotels in general have been extremely positive. I hope that you will work to bring this hotel to the standard that is generally associated with the Starwood name.
October 27, 2011
Rated 4 out of 5 by Sunshine1 Great Location
For an early Christmas present I brought my Mom to Toronto to stay at your hotel, go to dinner and see War Horse. Also there was the nostalgia side b/c my Mom lived in the area when she was a teenager and she could point out what used to be there versus what is there today. It was a great getaway although short, and will have good memories of the fun we had here! Your location is within walking distance to yummy restaurants, amazing theatrical productions and a safe feelting while out and about. Thank you!
November 7, 2012
Rated 3 out of 5 by Tim23 Worst check in experience consistantly
This hotel provides the worst check in experience consistantly for me. They always have a different rate than what I have booked, mix up my rooms. Poor poor service, treated poorly. I have chosen to move all of my team activity away from this hotel in TO but will use starwood sites in other cities but will never walk into this hotel again. absolutely awful experience every time
April 7, 2014
Rated 4 out of 5 by Lovemykids Great location in downtown Toronto!
This hotel is excellent for location...very close to Eaton Centre shopping, dining, entertainment & more! Room was clean & comfortable. Unfortunately that's where it ends in excellence...each time we stay here we are disturbed numerous times throughout the night! Loud, obnoxious and I can only presume drunk people were running in halls, banging doors, blasting music & being noisy in their rooms. These people are being very inconsiderate of others. I don't recommend this hotel if you want a peaceful sleep!
January 28, 2013
Rated 3 out of 5 by Tavo Trip to Toronto
My kids love the pool, but due to the Jamaican Festival in the city, the pool was over crowded. My kids could not enjoy the pool. The noise level during the night was unacceptable, I thought I was back in a College Dorm, I had to request a quieter floor. The location of the hotel is exceptional since you are close to the main streets in Toronto's Down Town area. I ,also, didn't know I had to pay an extra 50 dollars a night for my Car's stay. I hope my car rested better at night Especially the first night.
August 14, 2012
Rated 1 out of 5 by Jokesonme OMG
I can't believe that Sheraton would put its name on this hotel. The rooms are unrenovated and disgusting, the restaurant is mediocre and the lobby is like grand central station at rush hour, with harried staff who don't smile and can't wait to go home.
All this AND you get charged for every little thing? $2 for a local call, almost $20 for Internet, no newspaper at your door or delivered with morning coffee? What a joke, except it was on me.
March 15, 2014
Rated 4 out of 5 by Jackie99 Lacking quality in only one ESSENTIAL item.
I always write the reviews when my husband and I stay together. The only disappointment was the lack of quality in the toilet paper. It was the worst I've seen for a long time and I have travelled extensively. I search Georgia Pacific's packaging and nowhere could I find the country of origin. I'm convinced this horrible product was made of "mixed" content and sourced somewhere offshore If our stay had been longer than one night I would have purchased my own. Next time I will bring my own toilet paper.
January 13, 2013
Rated 4 out of 5 by Sweetfern Enjoyable stay!
I spent two nights at the Toronto Sheridan and had an enjoyable stay. The first night my room had a strong smell of chlorine - bleach. I requested a new room the next day and received a much more pleasant smelling one. The beds are super comfortable. The rooms were pleasant - although dated (where I was located). The staff was super-friendly and professional! The restaurant was really good! Amazing caramel cheese cake!!
March 24, 2014
Rated 1 out of 5 by UnexpectedDisappointment Never been so disgusted
After staying at the Sheraton for the past three years as part of the Executive of the largest student run youth advocacy organization in the country at our many conferences we've chosen to spend at the Sheraton, I have come to expect five star customer service.
This past weekend (May 8, 9, 10, 11th, 2014) was the most disappointing and ill managed weekend I've ever spent at this hotel. Not only were our room reservations incorrect after I confirmed our reservations with other staff, but the customer service manager (named Briana or Brianne) was the most disrespectful and arrogant agent I've ever encountered. After multiple issues with the room situation, she refused to accommodate us any further and indicated to us that it was basically not her problem to deal with. After settling with what was presented to us as the only option: a room we did not request, we went to the room to discover that the room in the Richmond tower absolutely stank, unbearably so. My partner and I went back down to request another room and Briana wouldn't even come out of the back room to speak with us or to acknowledge our disappointment, even after we requested her immediate presence outside at the front desk. It was truly aggravating and disrespectful for her to have put her other work in front of what is the most important part of her job: the customer. I've worked in customer service for the last 5 years and have come to an expectation of what is good customer service and what is poor. After hearing that I was not the only person who was disgusted with the hotel, their management, and their accommodations, I advised the other executives to never return to this hotel again, and to seek accommodations for our conference at a different hotel in Toronto where we have received better service. The executives indeed concluded that our concerns were valid and that they were equally as disappointed with the hotel.
I sincerely implore you to revisit your hiring standard, and to remind your staff that the customer truly does come first, no matter what.
I have never been more disappointed or disgusted with a hotel or its staff, specifically it's management members. I can promise you with confidence that I will never stay at this Sheraton hotel professionally or personally again in my life.
May 15, 2014
Rated 4 out of 5 by nishin1 met expectations
Always looking for a clean, reasonable priced hotel for family when trips are made to Toronto. I think we found our hotel. Located centrally downtown, everything in walking distance, perfect. Was treated execptionally well, first impression was good for the whole family, thanks.
April 20, 2014
Rated 3 out of 5 by Mario999 Rooms and Keys
This is great hotel with a perfect location, but I went through some exercise to finally sort out my room. First I was given room 450 (very long walk on the same floor as conference rooms). I get to the room and there is a table with 8 chairs instead of a bed. I go back to the front desk and the key system is down so they escort me to a new room in the Richmond tower without a key. The front desk says they will send up keys, the person escorting me says that won't happen and I should get my keys. I go to the front desk and get my keys an hour later and get some lunch. On my way back from lunch I get to my room and the keys don't work. Back down to the Front desk. BTW, the Front desk always has a line. The staff is always pleasant and apologetic and they re issue my keys. From there on it was great.
January 16, 2014
Rated 3 out of 5 by Nickname1234 Average
When we arrived, the bathtub was a few inches full of water like housekeeping forgot to unplug the bathtub while cleaning. There was also hair and lint in the bathroom sink like housekeeping forgot to rinse the bathroom sink while cleaning. The hot water faucet inexplicably did not work on our last day. The wallpaper was peeling in the bedroom. Throughout the night, there was opening and closing of doors in the hallway which we figured out came from 2 hotel closets that the hotel staff was accessing.
February 24, 2013
Rated 4 out of 5 by Pirate187 Late night access poses a problem.
We were attending a formal event in a building less than a block from the hotel. When returning to the hotel late at night, none of the entrances at that end of this very large hotel were open. Although there were keycard scanners at each of the doors, none of them worked. We were approached by more than one street person while we tried in vain to get into the hotel and felt threatened. Apparently, only the door in the "motor court" is accessible at that hour. However,here is no signage ... not safe.
December 11, 2012
Rated 4 out of 5 by Tara26 Pool Area Reno
This was my third time at Sheraton Toronto, and enjoyed my stay-cation, however, I was very disappointed that the pool area was reduced due to outside cleaning.
The pool bar and music are fabulous and was upset when we arrived to the pool to find them blocked off and unavailable.
Room service was available by the pool however was incredibly expensive.
Hopefully the pool area was just shut for a short period, as I am hoping to come again to try and have the experience my husband and I were going for.
June 25, 2013