Rated 1 out of 5 by RENA1016 WRISTBAND NIGHTMARE
HOTEL STAFF TREATMENT WAS LESS THAN ACCEPTABLE. FORCED TO WEAR WRISTBANDS AND NO GUEST ALLOWED.
August 7, 2013
Rated 5 out of 5 by Joakk The front desk staff were extremely helpful.
The front desk staff recognized my SPG level and made me feel very welcome.
February 1, 2014
Rated 4 out of 5 by Flyingtailor Right Downtown
Good hotel a little t0 big for me but fast check in for Elite members.
April 1, 2012
Rated 5 out of 5 by Lynn29 Elegant downtown hotel
-spacious and comfortable rooms
-friendly and courteous service
January 5, 2013
Rated 3 out of 5 by BryRev A bit of a disappointment.
I was quite excited to stay again at the Sheraton Centre and frankly was disappointed. Room 729 was a layout I like for two staying however did not have the pullout couch which is how the room us laid out. The hotel must have needed the couch elsewhere as it was obvious how the tables were laid out there was a couch there. They had put a chair with power chords left stretching to the tables. The cabinet holding the TV was DUSTY, I am not fussy but...The fridge looked like it should be in $49 hotel room. Pretty poor for a hotel of that calibre and an apparent SPG Platinum guests. I suppose if other SPG hotels were not very clean and obviously well taken care of it wouldn't have made yours look so poor. Coming back to my home town T.O and staying in one of the largest SPG properties in the city I expected the best, like the Sheraton in Vancouver etc. The front desk staff were very good as were the lounge staff so that made it palatable plus I am not super fussy. Sink drains need cleaning in bathroom as well. I owned a motel and some of my guests would maybe have expected that standard of furniture and cleanliness but for your standards, not good. Our rates were 89 a night. The King bed area of the room was clean and ok but lounge as above.
March 15, 2014
Rated 1 out of 5 by Geroge the safe
safe was broken, never was fixed upon request
May 5, 2013
Rated 3 out of 5 by Walt67 Could be better
The room temperature could not be controlled to a comfortable temperature due to the HVAC system's age. The system for the Hotel could be set to heat or cool for the entire hotel. my room temp was 77 degrees and could not be adjusted any lower. A fan was provided which made sleeping OK but not comfortable.
The lack of cooling also made the large meeting rooms very warm. The food at B&B was bland and overpriced. They did have a fair selection of beer on tap, some local brews. The potential to be an excellent hotel is very doable. They have a great friendly staff that is focused on customer needs but they are limited by what they have to work with.
April 21, 2014
Rated 5 out of 5 by Thyroid Internationla Meeting
Excellent venue in heart of Toronto
July 15, 2013
Rated 4 out of 5 by Sandra24 Poor service
I have stayed in Sheraton Hotels all over the world and this was a disappointment. The staff were so busy that they were sometimes abrupt. We were told that a parcel they we were expecting had not been delivered. We eventually manage to locate it ourselves in the Fed Ex office. I watched the doorman seeing me struggle with 2 cases not offer any help. This was pointed out to a manager who said he would be e mailing me. He never did so I also asked for a glass of orange juice in the business lounge and was told that they were not allowed to serve that in the afternoon. Terrible customer service, not the usual Sheraton standard of service
June 19, 2014
Rated 1 out of 5 by RenoNV Extremely poor service
I arrived at the hotel in the early evening to my room not being ready and waiting for 30 minutes (not too bad, but it was known that I would be arriving at that time). When I finally got to my room there was no bed, but tables with six chairs where the bed should be. I called down and after being told that I should sleep on the couch and then tranfered to the front desk and hung up on, I finally had a lady say she would have a rollaway sent up. I left for a dinner and get back around 2:00 am to find that a rollaway had arrived with no comforter or pillows. Being too tired to deal with it, I managed as was. The next night I had a fun evening with my neighbours who were extremely loud until about 2:00 am. Security came up once after I complained around midnight, but it didn't change the noise level. Again, being too tired I left it. Night three I finally get a real bed, and when I arrived at the hotel at midnight I was happy to see it there, unfortunately it was not made. I had to find the linens and pillows in the closet and make it myself. All-in-all a really bad experience. When asked at checkout how my stay was and I relayed all of this, the response was, 'oh that's too bad." Wow, well done. It's too bad Toronto was very busy, else I would have sought other accomodations the first night.
December 4, 2012
Rated 1 out of 5 by stegpin Very disappointed
I reserved a two-night stay at this hotel (c/i: Jan 29; c/o: Jan 31/14). This was my third stay at this establishment and will likely have been my last one. My first stay in December 2013 was in the Richmond Tower - a tower that should have been demolished years ago. My second stay was in the main tower in a much better room. For my most recent stay, the room (3626) was appalling. A huge stain at the foot of the bed welcomed me as did two chewed up arms rests on the desk chair. Steve, the person who had checked me in, offered to switch me to another room, which I declined as I was tired and I couldn't be bothered. There is no reason for housekeeping not to make a note of this and make sure that either the carpet is cleaned and/or restored or not to rent out the room until it is. Also, the internet in the room was extremely spotty and after numerous attempts at contacting DataValet I was told that it was my laptop's connection that was faulty although it worked fine at the Club Lounge and in the lobby. As a Platinum member, I’m happy to know that I have choices when coming to Toronto (next visit - March 17) and I can assure you that I will be hard-pressed to ever stay at this establishment again. Should you want contact me, I’m sure you have access to my coordinates from the information shared in this review.
February 10, 2014
Rated 1 out of 5 by Bob1234321 Not as advertised
Having not been to Toronto in 25 years I looked forward to the "city view" room I paid for in this 25 story hotel, thinking the views would be nice. Instead, they stuck me on the second floor of some older part of the hotel with no view at all. This part of the hotel is actually a part of the conference center and to to get to the room you had to actually walk thru ongoing conference activities to get to a small area of about 12 rooms. The room had floor to ceiling glass that looks out to an interior courtyard directly opposite gathering areas of the conference center. I am not kidding, if you leave your curtains open you have several hundred conference goers sitting there looking straight into your room! The only option you have is to keep the curtains fully closed or your privacy will be non-existent. Thay might as well have put me in a box in the basement. So much for the "city view"!
November 10, 2014
Rated 2 out of 5 by Lisa36 Not a Great Value for the Money
Went to Toronto for the boat show and stayed at the Sheraton due to the transportation to and from the boat show. Booked a club room which was very plan, small bathroom and a fridge that diod not work. For $300 a night, I would expect that the room had more working amenities.
Service in the club lounge was awful, waited over 20 minutes before getting someone to take our drink order. Finally had to ask someone. Again, I expect more from a Sheraton. Maybe I expect too much, however, I travel all over the country, and this hotel has nothing special.
It is fine if you are looking for the convenience of not having to drive to the boat show.
January 13, 2014
Rated 2 out of 5 by PapaJohnJ You can do better
The TV didn't work. After 2 visits to correct the problem, it was replaced. The air conditioning was too noisy. After 2 visits to correct, it was still too noisy. We couldn't sleep at night because of it. One repair man said that's the way they are and offered us ear plugs. The hot water tap leaked and required an adjustment. The carpet was dirty. It should have been cleaned a long time ago. When we called about these problems we were told 'someone will be right up'. They didn't arrive in some cases until 45 minutes later - we had gone to bed. It sets the wrong expectation. We had hoped for a much better stay from a world class hotel.
June 23, 2014
Rated 5 out of 5 by GastonGreen Nice staff
with only one exception all the staff were great. Especially Vanessa in the restaurant and her colleagues there who entertained us well.
November 17, 2014
Rated 4 out of 5 by Qiang Glad to stay
It's my first time visit Toronto and I have lived in another hotel before I came to Sheraton, and decided to stay here for the left 3 weeks. The facility is just great and the most important is the service here is perfect which really make me feel like home. I met Vincent when I checked in last Tuseday, who said hello to me by mandarin when he noticed that I may come from China, he also helped me a lot to understand facilities, what type of rooms are best suitable to me, after he knew I'm traveling with my wife, and daughter. I feel Vincent and Sheraton are just trying your best to delight the customers, thanks much I really feel good to stay here.
July 29, 2013
Rated 2 out of 5 by Mims26 Not staying here again
I had a bad experience with the bathroom, where there were a relatively big leak caused by the room above us, which was leaking through our ceiling vent in the bathroom, splashing me with dirty water. The staff answering the client services phone line was less than courteous and the phone went unanswered when I tried phoning about our toilet not flushing properly. The staff who came to "fix" the toilet, simply flushed the toilet and said it was fixed. There were hairs in the bathroom, a burnt lightbulb in the bedside lamp and the TV signal was choppy. To top it all off, the fire alarm was set off by a beligerent person in the hotel lobby at 2:30am.
July 22, 2013
Rated 5 out of 5 by JuleeJ Incredible Customer Service
As usual, we enjoyed our stay at the Sheraton! On arrival, the associate who checked us in to our room went beyond our expectations ensuring that all of our needs were met. Although, our room was in an older section of the hotel it was perfect for a family with small children & cannot imagine staying in any other room at the Sheraton from now on. We spent three nights over the Labour Day weekend - thoroughly enjoying the indoor-outdoor pool along with the outdoor patio/bbq. Our 4 young children enjoyed the pool activities and children's yoga put on by the staff! We are already looking forward to our next family getaway to the Sheraton!!
October 10, 2012
Rated 5 out of 5 by FD2013 An amazing hotel with amazing staff
My name is F. Darabi and i stayed at your Hotel in downtown Toronto from January 24 -January 29 2013, in room 2033.I just wanted to let you know , that i had an amazing time at your Sheraton Hotel.Every person at the hotel was very nice to the guests. I wish I could have stayed more than a few days there .
The people at the front desk are like Angels , one of them was Mr .Max . He helped me a lot, he showed me everything in my Room and he answered every question that i had with a smile. Another amazing person was Miss Bernardita who i believe was part of the Houskeeping department she is an amazing, wonderful person. I never met a more amazing person then Miss Bernardita, She gave me every Morning so much love and joy and not only to me but every other guest. I was in many Hotels all around the world but I never had service as amazing as your Sheraton Hotel in Toronto. I had to write this email to you and give you this feedback because its very important for you to know since you employees like Mr. Max and Miss Bernardita represent the face of the Sheraton. The only complaint that i really have is that your restaurant does not have any vegetarian choices but aside from that everyone in the restaurant is amazing as well. I will definitely come back to your establishment and recommend it to anyone that is going to Toronto.
Thank you very much.
God bless you guys.
February 1, 2013
Rated 2 out of 5 by Manju Beware!
Thought we would stay at the Sheraton because of its great location, however we are unlikely to return. Our Rooms floor was so dirty we were afraid to take our shoes off, the grout was missing on the bathroom floor, the elevator shaft was next to our room so everytime someone went up or down our room rattled and shaked, the room across the hall was having a party and the doors provide no noise protection, The beds were very clean but the mattresses were horrible.
Seemed the only people that were happy to greet us were the Gentlemen outside and the lady at check out.
January 11, 2012
Rated 5 out of 5 by Diane57 Great stay as expected
Have stayed before and this recent stay met all expectations.
November 17, 2014
Rated 1 out of 5 by SPGPltNJ Needs some serious improvement!
Granted, I'm been spoiled by Asian Starwood properties, by default as a platinum member, I would have least gotten an upgraded room at a North American property. In addition, I would have had a welcome note from the general manager, a bowl of fruit, wine or some snacks. I was put in a standard room when I checked in and I haven't been in a standard room in over three years. I stay at Starwood properties on average 75-100 nights a year. The standard room had a broken phone, no alarm clock and a sad robe in the closet. I asked the next day if I can be upgraded to a better room and they put me in a club room. They raved about how it had more amenities like more toiletries, a bathroom and slippers. It did have an alarm clock and a working phone but it didn't have a bath robe, slippers or any real differentiating characteristics, other than being on a higher floor and having an alarm clock. The fact that I had to ask for the upgrade was pretty disappointing. I also had a package delivered to the hotel and normally that's in my room waiting for me. I had to call about the package to make sure it was delivered to my room. Furthermore, I asked for a wake up call on the next night and I never received the call. This happened twice and it caused me to be late to a meeting. I've asked to be upgraded again but they keep telling me that no more rooms are available. I'm here two more nights and I am debating in switching to another property. It's just not at the standard of 99% of the Starwood properties that I usually stay at. I expected better treatment, especially as a loyal Platinum member.
April 28, 2014
Rated 2 out of 5 by coldshowers Needs improvement
Cold water in shower. Excessive noise from adjoining room. Shabby furnishings. Billing system completely unsatisfactory. Charged twice for same room. Construction noise in morning. No refrigerator in room.
November 14, 2014
Rated 2 out of 5 by summitview Terrible customer service!
We brought a group of students to the hotel for an end of year celebration. The rooms were booked at least one month before our scheduled stay. When we arrived we were told only 2 of our rooms were ready. We decided to go swimming while we waited. We went to our rooms to change. Our rooms were on a floor where they were replacing windows and doing construction. We also noticed the rooms were not cleaned. This was a surprise as the clerk at the front counter actually told us that he had checked on the rooms himself and they were clean. Housekeeping came and told us that we could not stay on the floor as it was not safe for the children (chemical smell). We went to get new rooms and after a lot of searchng we found 5 rooms on the same floor. At this pint we were give a slight discount off each room.
We went swimming and then around 5 pm we checked on the status of the rooms. We had a huge hassle with showing photo ID which was crazy since we had already started the check in process over an hour before.
Only 3 of the 5 new rooms were clean. Eventually the 4th room became available, but we had to wait until 8 pm to receive our last room! That is not acceptable! They said the wait was due to the fact that it needed to be cleaned, however from the time we went to our other rooms for the evening (6pm) we never heard or saw housekeeping come and clean the last room.
When we complained about these issues (putting us on a floor with construction and waiting until 8 to get into a room) the hotel manager was rude and not accommodating.
We are extremely disappointed with our stay at your hotel and the customer service was unacceptable. Due to this experience we will never stay at your hotel again. If the hotel staff had been more accommodating and helpful then the entire experience would have been seen in a different light.
May 26, 2014
Rated 4 out of 5 by BAS53 Reception
Overall we had an enjoyable stay at the Sheraton. My only area of complaint was with regads to checking-in at the Reecption upon arrival. There were only 2-3 staff on duty at Reception at the time and there were quite a few people waitig to be checked-in, some of who were 'priority' regular stayers.
It took far too long, and it was obvious that there were not enough staff to deal with the process quickly enough. Also the Receptionist who did deal with us, although efficient was rather 'going through ther motions' and not particularly personable.
For a large hotel like the Sheraton I found this to be unacceptable and poor.
October 9, 2013
Rated 5 out of 5 by BigHar HarMac
Great central location.
With in easy walking distance to the ACC Hockey Hall of Fame, Metro Convention Center, and Rogers Center dinning, theater and entertainment and other attractions Above average accommodations food & beverage.
Very friendly staff .
I would highly recommend the Sheridan to anyone visiting Toronto for business or pleasure.
November 10, 2014
Rated 2 out of 5 by Unsuallynotcritical If you have another choice, take it
No heat in room, portable electic heater was marginal. No notification that there was no heat, nor that the TV service as not available.
There was construction drilling going on for a full afternoon on the day before my departure, which was terrible considering the vibration along with the noise.
Leaky toilet all night, drip drip drip: I finally had it fixed with a new flapper valve the following evening.
Desk did not answer phone on multiple occasions. Others reported the same issue.
Room service did not answer phone. Rang through to front desk which took the order, but needed a call back because they did not have the brand of beer that had been offered.
Wake up calls were over 1/2 hour late if they came at all.
Waits at all desk counters were not acceptable, especially at checkout at 6:00 AM. Printers did not function, so only one desk person could print the invoices.
Fitness center equipment input screens did not function very well, and equipment either needs maintainance or needs to be replaced.
TV did not work for 24 hours. Told it was a city wide issue, but it was out for more than 24 hours. This was the one issue that may have been beyond their control.
We were hustled for a taxi on departure, with three different prices given over a five minute period. The regular cab rate, then a special rate pushed by the Sheraton bellman, whcih then changed once we actually entered the cab. They wanted an extra $10 to continue onto the 2nd passenger's terminal at the airport in addition to the 'flat rate that had been offered. We quickly asked to get out, and they dropped that demand.
I could hardly believe this was a major downtown Sheraton, and others had the same thoughts.
May 5, 2013
Rated 2 out of 5 by wanderer This hotel has no idea
What was supposed to be a lovely weekend in Toronto turned out to be less than appealing thanks to the hotel. While it is well-located, the hotel is not particularly service-oriented and has some significant room issues. At check-in, the staff did not recognize my elite status (as a Delta Platinum with Crossover) and thus did not extend the benefits. The next day, I realized the oversight, and spoke with no fewer than three people before anyone had even heard of the partnership with Delta Air Lines (one employee even referred to it as "Delta Hotels"--please!) I realize the relationship is new, but not that new, and the guest should not be the one to inform a major international hotel in Canada's capital of finance. Embarrassing, to say the least.
Furthermore, the bed was uncomfortable, and rattled and squeaked every time I moved. The pillows were too soft, and when we politely requested firmer ones, if possible, the receptionist shouted at us to, and I quote, "Go look at the pillows! Read the label! At least two are firm, foam pillows!" I beg your pardon? (They were all the same, for the record, and not firm foam ones.)
What's more, the food at the Sheraton Link, while convenient, was tasteless and overpriced. ($3.50 for a basic coffee, $3 for a small yogurt, the kind that come connected in a 6-pack, no less!)
As a Platinum Medallion on Delta Air Lines, I was looking forward to reaping benefits from the new partnership, but was sorely disappointed. Not even so much as a "thank you for choosing Starwood" was heard over the weekend. When I travel with my airline, a heartfelt thank you for my loyalty is but the beginning. And while I'm new to the Starwood family, this experience certainly doesn't bode well.
April 9, 2013
Rated 1 out of 5 by Dadnie Terrible location of room
We booked a holiday to come to Toronto to see some sights. I had booked here last year for a conference and everything was great. Paid more to stay at Sheraton instead of other local hotels. Check in was great and staff very helpful. Unfortunately our room located in 1114 was right beside the elevators so all he heard all night was the running of the elevators. At first we thought it was airplanes flying overhead, but then realized we were nowhere near the airport. By the time we called the lobby, they did offer another room across from the lobby but our kids were asleep by then and decided not to disturb them. Very disappointed for the amount we paid.
February 8, 2014
Rated 2 out of 5 by RobertL63 What can I say
Several issues on this visit.
a) light bulb in lamp by bed did not work.
b) Internet service in my room was literally unfunctioning. At log in, it would ALWAYS speedily present the screen to collect money. After that, it was sluggish to the point of worthless. After complaint, IT department improved the service on Friday, but it was still not satisfactory for work productivity. Why cannot a hotel provide a business tool that supports guest's productivity?
c) Motor court was a mess, for 18 hours per day. Not only could taxis not get into the motor court to pick people up, but it was 10 minute/15 minute wait for a taxi to work its way in the motor court to the front door. No excuse for how the motor court is managed. It needs a Lean/Six Sigma workflow expert to fix obvious systemic problems.
d) At check in, Starwood VIP didn't seem to make any difference. Check in agent tried to sell a $60 night upgrade. Then, several minutes, tried to sell a $40 night access to food on the club level. Please...
e) At checkin, had two reservations because the meeting host was covering several nights and I was paying for one night. Check in agent cut the room key to stop at noon on the day the first reservation ended--DESPITE HAVING MY CREDIT CARD TO SECURE THE SECOND NIGHT RESERVATION. What kind of customer service is this? We came back absolutely bushed at 5 PM on Saturday and couldn't get into our room. It took ten minutes in the checkin line to get the key recut to let us in. That stinks and speaks of the attitude of the staff that they are not trained to understand this simple situation: if you have a guest staying on two folios over multiple nights and you have his credit card payment... then give him a key that works the entire length of stay.
There is more, as the room design and décor is not up the first-rank Sheraton facilities. This is a tired hotel on the room floors.
April 6, 2014