Rated 3 out of 5 by Azzaaa OK - but generic and lacking in some areas
Stayed here 7/21 in an upgraded club level king room on the 36th floor.
The good - Room was clean, sufficiently spacious, nice views from the room, club level facilities were a nice touch for evening snacks and breakfast although too cold for most people as they had the a/c cranked up.
The bad - Check-in process long winded with big line-ups and insufficent staffing, initial room allocation was right beside the ice machine which was terribly noisy, moved to another room with adjoining doors and found the walls to be paper thin as we could hear every word our neighbours were saying and followed up by having to endure some sounds of passion through the walls. So-called "upgraded bathrooms and toiletries" leave a little to be desired, you could get the same stuff or better in a 3 star hotel, pool was extremely busy (expected on a hot day) but also cloudy and obviously not designed to deal with this many bodies at once, pool bar was closed on likely one of their busiest days of the year so had no atmosphere and they weren't making any money.
In general I would say we were satisfied but I wanted to see something that said "come back". Would have to say we could have been at any 3 or4 star hotel in Toronto as nothing leaped out at you with minimal wow factor. Has promise but still pumping out mediocrity.
22 juillet 2013
Rated 3 out of 5 by Bob20000 HVAC Noise issues
There was an odd noise (like a ball bouncing through the HVAC system). I called and they said the hotel is sold out and I can't change rooms but they will send someone to fix. Nothing was ever done and the noise was ongoing through my whole stay (day and night). Very bad experience.
15 juillet 2013
Rated 3 out of 5 by Stephy86 Dirty pool area
Very thin walls. My family was kept up by partiers. The pool area was quite dirty. My kids found 5 band aids floating in the pool. The hot tub had a sign not for children under 16 yet it was filled with toddlers. There were no staff to monitor this. We expected much more. We will be back to Toronto, but we won't be staying here.
8 juillet 2013
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.
5 juillet 2013
Rated 3 out of 5 by Rhoda Somewhat disappointed
Had family staying in another room and requested a room close by. Was assigned the room next door but since it wasn't ready when we checked in at 5:30 pm I was offered a different room at other end of the hall. Accepted that room but when we got to there it was next to rooms occupied by a group of loud intoxicated young men. We could hear voices clearly through the adjoining door and the hallway. Walking down the hall my daughter was subjected to inappropriate comments. Unable to reach font desk by phone, went down waited in line again. Staff was helpful and agreed to move us to the original room beside my family although it was still not ready. Returned from an outing at midnight, picked up the key and went to room. Room was clean but someone's luggage and other belongings were in the room. Again, attempts to call front desk for help went unanswered. Returned to the front desk and was give a new room in the other tower on 24th floor. I'm not sure the hotel could have prevented this inconvenience and frustration but I'm not likely to choose this hotel again. You could at least answer the phone.
Final note - pool bar was closed for construction so we had to pay room services fees in order to have drinks by the pool. These fees should have been waved.
3 juillet 2013
Rated 3 out of 5 by solobusinesstraveller Great Staff for A Large Hotel - Terrible Elevators
Good: Rooms are out dated, but clean and comfortable. Blessilda in the club lounge is amazing at making you feel at home! She is always smiling and welcoming.
Bad: I don't feel that there is enough recognition for the Platinum tier. The only time I was ever given an upgrade is after I specifically asked for one. The room service option is incredibly overpriced. Why charge a markup on food, then a delivery charge, THEN a mandatory gratuity when it takes 45 minutes for a sandwich and soup?
UGLY: Now, the elevators. I understand that there is a union strike in Toronto, but the number of working elevators is, and has been for two months now, ABYSMAL. Waiting 10 minutes at 8am to leave your floor is just not acceptable. Until this is resolved, I cannot recommend this hotel, even with the amazing views that the 43 floors provide you.
3 juillet 2013
Rated 3 out of 5 by DMVFL Understaffed & dated
First impressions linger and having to wait so long to check in was a bad start. The check in line was across the lobby and nearly out the door! Then once we finally saw one of the 3 men staffing the front desk not so much as an apology! And worse, when I asked about the long wait, he did not seem to think this was unusual or a problem. Yes, it's both, when compared to other hotels. The only thing worse was the line at check out. Unbelievable!
We asked for a room with a view, which we would have had if the windows weren't filthy!
Parking and wifi fees were both too high. And many aspects of the facility seemed dated.
Overall I think the hotel is resting on its laurels from its heyday. But if management doesn't step up it's game, you will lose guests like me. There are too many better options.
30 juin 2013
Rated 3 out of 5 by Angler The rooms are very nice
Although the rooms are very nice we didn't get housekeeping on our second day, the restraint is very expensive and is basically roadhouse food, the menu was very limited, we contacted housekeeping on a few occasions and met with just short of a rude response and we had to pay for parking when we were told it was included in our room for the weekend.
29 juin 2013
Rated 3 out of 5 by Hemmy33 comfortable hotel however room was tired
The biggest problem that i had with this hotel and I have stayed there many times is that the bathrooms need some work. The heat register was falling apart, the wallpaper was peeling and the cleaning in the room was sub-standard.
27 juin 2013
Rated 3 out of 5 by JMH571 T.V. and internet was very bad, expected better for the price
The hotel features and staff were very good, and the room and bed comfortable.
Some excess noise from the Jazz festival at Nathan Philp Sq.
The T.V. was nearly unwatchable at times and internet was very slow, this was very frustrating as you had to pay extra to get internet.
24 juin 2013
Rated 3 out of 5 by Maitland70 Questionable
This is my second time at this hotel and again I found this hotel not meeting my needs.
Escalators not working, getting stuck in elevators with no A/C, long lines for check in and front desk service. Charges to my bill after check out are really the icing on the cake at the Sheraton Centre.
24 juin 2013
Rated 3 out of 5 by AJB46 Old & Tired, but a great location
In many ways, this property is behind the times. The Internet is slow, spotty, and difficult to connect to. The rooms are a bit outdated and not super comfortable. The food is ok, but not many healthy options at all. The good stuff is that it's in a great location downtown, walking distance to everything, the gym is large and offers many machines and free weights and a nice pool, and the staff are very friendly. If you need to stay with starwood, then this is a decent option, but overall there are much better hotels in Toronto for the money.
21 juin 2013
Rated 3 out of 5 by CLEGirl My favorite place but with some flaws
I have been staying at this hotel for decades. I love it, and it feels like home...however, this most recent visit had some disappointments, and I feel partially responsible for not having taken the time to personally call and confirm details---like the garden being accessible--in advance. My lack of garden access created a bit of hassle until a room change on the 2nd day as I was travelling with my canine daughter...which I am MOST appreciative of the hotel allowing. Even then, as the hotel was doing some powerwashing, for two days I had to time our garden breaks to before the workmen started or during their lunch break.
The room service menu is now on the television screen, and there was no notice to that effect in the room. I still don't how I came across that. I still think when a Cobb Salad totals out to $30 or so with tax, gratuity and service fees, it is steep. For that cost one would expect fresher rolls...but the salad was delicious and fresh. My request to have foam pillows was honored and SO much more comfortable than the usual smushy ones. The room was very comfortable. Somehow I wound up with a fridge and microwave...I did use the fridge and will not ever do that again as it appears there is no visible thermostat and the fruit cup I put inside froze.
I truly appreciate the demands made of the housekeeping staff...and all I encountered were lovely and friendly people. But I was not happy when my supersleuthing dog clearly found some unidentified object under the bed. Luckilly I was able to retrieve it before she did. It was a petrified lime half. Identifiable by the labels still attached.
At check in I was told I could do a room change the next day. When I went down to switch keys, the line was nearly to the door. I went back to my room to call guest services, just to make sure the garden access room would still be held. Someone answered and said she would connect me to management. I let it ring a very long time with no answer. I called back again and then guest services did not answer. So I went downstairs again...and this time opted to try the SPG line which had two people serving two guests. I waited numerous minutes and then was asked if I was Gold or Platinum. When I honestly admitted "no" (I had been gold at one point), I was told then it would "be a while" as they were helping others in the (long nonplatinum/ nongold line). Had this person bothered to announce that in the first place I would have planted myself in the growing long line to begin with, or come back. Eventually I was served by Jonathan, who remembered me as soon as I said I was there with my dog. Within 3 minutes Jonathan had me on my way, and made me feel more welcome than anyone else had. Unfortunately when I checked in the person helping was clueless about the garden status...so I ran to take my pup out there for nothing as the doors were all bolted shut.
Although it impacted my vacation that I had so looked forward to, I am focusing on the fact that I still had a wonderful time and enjoyed the time away. Vernon was also a kind soul as I was turning in my green choice coupons.
The hotel location and access to the PATH make this still a perfect location. I would never stay anywhere else, but I will be confirming what is essential to me prior to making the road trip there in the future.
p.s. although the hotel is non-smoking, it is still very irksome that smokers with outside access rooms still smoke in that area, and the smoke travels...they also toss their butts into the garden beds or onto the ground.
20 juin 2013
Rated 3 out of 5 by ashannon A few missteps on the staff end
I like this hotel's location, lobby amenities and the rooms. It's the little things that need work: my room service breakfast request wasn't picked up from my door overnight, nor was the Green Choice card picked up. Both cards say to leave them on the door overnight. I spoke with someone by phone who apologized on both accounts and asked for my Green Choice preferences. I stated which day I'd like a cleaning of my room; I returned that night to see it had not been done. Then there was mixed information on Green Choice; I was told different things three different times between the person who answered the phone, the person at checkout and the server at the restaurant.
17 juin 2013
Rated 3 out of 5 by naaz Club lounge
I like the club lounge most. The staff in the morning breakfast is awesome. Smiling , greeting and helpful. Blesilda is awesome in greeting that makes the begining of your day awesome when some one talk to you smilingly in the morning. The staff during the breakfat dont remember the name is so good.
14 juin 2013
Rated 3 out of 5 by TardyRoom Check in Staff needs some work
No complaints about the actual room. However we requested early check in and ended up getting a room that wasn't even ready by normal check in time. When we spoke to check in they kept giving us the run a round and excuses. We finally demanded to speak to the Supervisor and demanded some compensation!
12 juin 2013
Rated 3 out of 5 by mark banging water pipes and what's with pool
Hi, paid the extra to stay at Sheraton for comfort and to enjoy pool area a bit. #1. Room was clean but there was a pipe hammer banging noise constantly all night coming from bathroom. sound coming from below..probably coming up from boiler room or basement. i told staff at check out and he showed minimal interest and did not appear to write a work order or take note. he asked me if we had called to complain in middle of night and i said no. i didn't expect them to have maintenance staff middle of night so why would i call? 2. Also pool area under construction again. last year it was building new bar area. now bar area closed off for building maintenance. pool area has so much potential for summer fun including adults but is really only utilitized as a kids and parents swimming. also hot tub area needs cleaning.
10 juin 2013
Rated 3 out of 5 by Duke123 Can I add photos here?
We stayed at Sheraton Downtown for night of Saturday June 8, 2013. Checkin went smooth. The surprises awaited us when we opened the door to Room 2014.
We were greeted by a worn carpet that had obviously suffered water damage. There were wrinkles and folds in the carpet that could be tripped upon.
Next our eyes were drawn to the blank spot on the wall where a picture or mirror had been. Now there was just 3 screw holes in the wall.
I opened the drapes to check the view. The view was of dirty windows that I doubt had been cleaned in past year.
We put up with the room for the night. At checkout I mentioned the room condition to the employee. His reply "oh yeah, that room needs an upgrade".
I have stayed at the hotel before and was previously satisfied. Next time I will probably stay elsewhere.
9 juin 2013
Rated 3 out of 5 by bloom1288 hotel is in good location but...
We stayed The night of Friday June 7th, 2013 to Saturday June 8th, 2013. The Sheraton Centre Hotel is in a great location in Toronto, we enjoyed our night spent downtown for a decent price. Yet, the spa water was foggy and it was more like a large moderately warm bath tub. As well as, some construction that woke us up early Saturday morning that we were not impressed with.
I will stay again at the Sheraton resorts.
9 juin 2013
Rated 3 out of 5 by Tourist2013 Very Slow Check-In Process
Hotel could use more staff checking guests in. Waiting time to check in was way too long. Each guest seems to have a million questions or carrying on conversation too long when there is a line waiting. Staff was friendly and helpful once you get up to the counter.
6 juin 2013
Rated 3 out of 5 by kbear Maintenance Time
Always enjoy my time at the Sheraton downtown however I was there for a conference with 800+ other people and had extremely long waits in the lobby because only 2 of the 6 elevators that went to floors 26+ worked. This was a problem for the entire week.
2 juin 2013
Rated 3 out of 5 by Ryan4711 Reconsidering my loyalty to this hotel
I have stayed at this property 20-25 nights per year for the last 4-5 years and this was my worst experience. When I arrived, the room I had booked was not available and a non-suitable option was originally proposed. It was only after asking for a rate reduction that something suitable was found. The TV's in the B&B lounge did not work properly the entire week (how long does it take to fix TV's) and the elevators were an embarrassment with no explanation provided.
31 mai 2013
Rated 3 out of 5 by Iggy13 Charles Ighorewo, Bell Canada's Expectations Exceeded
Good morning Arjun,
I just wanted to inform you that my stay at your establishment for the first time from May 13 – 17, 2013 was pretty impressive from a customer service standpoint.
From the time I arrived at your hotel your staff was very polite and helpful in getting myself and my things organized into my appointed room with a great view by the way as well. They made me feel at home if that is a correct term to describe how I felt throughout my 4 night stay...
I will definitely be staying at your hotel from now on whenever I am in the GTA Region for work and will recommend you to my friends, family, and of course business colleagues.
The last thing I would add is that the room was pretty old but it was overlooked once again by the overwhelming customer service which made everything okay.
Take care and enjoy your summer season!
28 mai 2013
Rated 3 out of 5 by Andies27 This hotel is too busy!
This hotel is clearly under-staffed or mis-managed. The check-in & concierges lines are always packed and the lobby simply has too much foot traffic from all direction. The rooms need some update & TLC. Also, I lined up at the SPG counter and was told it's for higher level members only, but this was not clearly indicated anywhere.
13 mai 2013
Rated 3 out of 5 by TAS16 Cold in the Spring
Our room was 64 degrees F and the thermostat did not generate heat. We were told by maintenance that the heat was turned off for the Summer and they brought us a space heater that did not help. Also the circuit blew and bathroom power went off while I was drying my hair with THEIR hair dryer.
8 mai 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.
6 mai 2013
Rated 3 out of 5 by Sami29 Clean comfy room. Lacking in WiFi
Very very spotty WiFi. I was there for a conference, and many of my colleagues were not able to get adequate WiFi reception in their rooms. I kept having to sign on even in the conference center multiple times a day.
The restaurant was good for breakfast but very pricey for what you got. The room was very clean and comfortable, but I don't think I will be back. There are so many better options when staying in Toronto.
5 mai 2013
Rated 3 out of 5 by Steve37 Slow check-in to start with ...
I had to wait more than 25 minutes at the SPG Gold & Platinum welcome desk in order to get checked-in. I don't understand why they had only one customer service agent available.
In the room, no robe was available and the bathroom was somehow outdated.
1 mai 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.
19 avril 2013
Rated 3 out of 5 Customer service lacking
The room description provded by the front desk staff that checked me in was far from accurate. Was given a nice room after complaining however the T.V. didn't work properly. A maintenance staff came and fixed it. The next morning it didn't work at all. I called down and was told someone would come up to look at it. After 45 min no one had come so i called again. They said they'd call right back but never did.
17 avril 2013