Rated 5 out of 5 by Lynn29 Elegant downtown hotel
-spacious and comfortable rooms
-friendly and courteous service
January 5, 2013
Rated 1 out of 5 by Geroge the safe
safe was broken, never was fixed upon request
May 5, 2013
Rated 5 out of 5 by Thyroid Internationla Meeting
Excellent venue in heart of Toronto
July 15, 2013
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 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 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 3 out of 5 by RJ56 Needs Updating
Hotel is tired and in need of renovation. Front desk staff staff didn't make me feel special for being Platinum, and only after much questioning, were able to give me an upgrade. Seemed as tho they were doing me a favor to look for inventory, and managers never showed their face. Pretty poor experience. Suite was small and I could hear elevator. club Lounge experience was good.
August 13, 2014
Rated 4 out of 5 by millionm concert weekend
there for a concert weekend always love the location and great service
August 20, 2014
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 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 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 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
Rated 4 out of 5 by perez2014 1 bottle of water per day?? that is cheap
although the services are good, they are issues that needs to be addressed
like the wi - fi limitation and the one bottle of water for the entire day... I did bring my own water.. but the Wi-Fi...let me down....,
August 17, 2014
Rated 4 out of 5 by Brit105 Great location
Found the location brilliant and out room overlooked the City Hall and square which was lit up at night
August 19, 2014
Rated 1 out of 5 by Normster24 over rated hotel
This Hotel stay did not meet my expectations.
July 22, 2014
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 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 4 out of 5 by Soza Frequent Guest
I stay at the Sheraton all of the time because I have an spg. rewards card and I find that I can redeem my points quite frequently. The hotel is always clean and very comfortable. It is also walking distance to the ballet, the CN station , Queen West, and the Eaton Centre.
There was an incident last winter when too many young guests at a conference were having a loud party in the halls. The management did handle it but it was very upsetting and disruptive. I make sure that I do not stay on a "party floor" when I stay .there.
July 28, 2014
Rated 4 out of 5 by Auraluna Good but not great
The hotel itself was a very nice place, the room was clean and very faithful to the description but a few things definitely need some improvement .
The hot tub was filthy, it look clean but a minute into we realized the filter wasn't workin and the water was filthy and full of bacteria. Middle of the summer on a long weekend ...not great.
Also there was no mention of the parking fees $50 dollars for parking is almost criminal.
I will resume at : A bit pricy for the No Frills Stay we recieved
August 1, 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 underwhelmed2014 Underwhelmed
Upon arriving on our room we found immediately an empty muffin wrapper that clearly the house cleaning should have found if they cleaned the floors at all. I then had a shower and found that the tub was not draining so i had to stand in the dirty water, which took over 10 minutes to finish draining once I got out. We decided to have dinner a shops's most of us ordered purple hayes's while I ordered a rye and coke all drinks were WAY too strong to the point where we had to add water to the drink to even drink them. I must admit the beds were very comfortable and we slept well. The next morning after check out the clerk told us we could leave our bags in luggage storage because we were there for a conference and would not be leaving until later that day. The three of us went to the luggage storage and was greeted by not overly friendly man, who took one of our bags and then told us that the storage was full and shut the door (no sorry, no sympathy, no nothing really). So, we decided to go to coat check and see if they could hold on to our bags (as they had held onto a friends bag the day before). We arrived a coat check and asked if we could leave our bags here as the luggage storage was full, she replied with "I am not taking your luggage" shocked we asked if there was anywhere we might be able to bring it or leave it and we were replied with a quick sharp "NO" and then walked away to answer her ringing cell phone. So we had to walk all the way to my car and leave then there only to be late for our lecture. Once lunch came we shocked again to find that indian, spicy food was all we had to choose from. I know this was probably not the hotel's fault was is was only salt in the wound. One good note, the man we encountered while leaving the parking garage was very friendly and funny!
Overall I was not impressed by our stay and don't think I will be back anytime soon as we paid approx. $200 per night and expected MUCH better.
March 1, 2014
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 3 out of 5 by PCCC19 This hotel has problems
Outstanding location, but feels impersonal, despite the staff's efforts. Registration is slow, and through a mixup I wound up having to register twice for the same room. (At checkout, Brian tried his very best to make amends.) Saturday night was very noisy. TV service was flawed, and there is a charge for WiFi. Room decor seemed drab and old.
August 12, 2014
Rated 3 out of 5 by SThi Club Lounge disappointing
The room was okay. Bed was not really comfortable.
The club lounge was a big disappointment. I see on the website there should be cold meats platter but there was none of that. Just cold hard boiled eggs and bread and fruit. I didn't use it for breakfast except the first day.
However, the service was good once they picked up the phone. I had to let it ring for a long time. The first time I called, I gave up and hung up. But once I made a request, the service was prompt.
The swimming pool was the best part of the hotel.
July 27, 2014
Rated 3 out of 5 by YULYYZ + Location/Staff / - fire alarm
Check in staff and guest services staff were very friendly on the phone and in person - commendable. Very good room size.
Very good location for public transportation, shopping, downtown sites (CN Tower, Ripley's Aquarium, ferry to Toronto Islands, Rogers Stadium/SkyDome, Union Station, etc.).
Downside: bed not as comfortable, unruly behaviour by pool one afternoon and 3am fire alarm caused by "mischief" that unsettled the kids. Didn't get good rest that night.
August 4, 2014
Rated 5 out of 5 by Fox4ster One week
I have just completed one week at this hotel. From the time I arrived till the time I left 6 days later I cannot complain about anything. On arrival the valet parking attendant was polite and courtious, as well as very prompt even though the hotel was very busy. Check in again was very prompt and actually enjoyable. It is quite nice to encounter staff who are efficient at their job and enjoy what they are doing. I stayed on the 36 th floor in the club class area. The room was very clean bright with ample space. Amenities in the bathroom included everything you might need or had forgotten to bring. As I was in Toronto for the week on business my routine consisted of breakfast in the 43 rd floor club class lounge each morning. I occasionally dropped in for the evening munchies and a drink before dinner. Again the staff were of the quality I would expect at a 5 star hotel. Very courtious and efficient. I did have dinner in the new BnB restaurant (traders) on two occasions. Atmosphere is clean and contemporary with buns and burgers being the theme. Yes I did have the sliders with the homemade relish. Very tasty! The wings and onion soup was also very good. Overall the week long stay was enjoyable. I was quite busy so was not able to take part in the new fitness area or pool. However I could see a large number of people enjoying those facilities. The location of this hotel is also very good. For example only a 10 minute walk to the Royal Alex on King street. The Internet also worked flawlessly during my stay. I have stayed in most of the downtown hotels in past years expecting minor problems to arise from time to time. However during this stay at the Sheraton I did not encounter any issues to speak about considering the size of this hotel as well as the number of staff during the course of the week. Overall a great place to stay in the center of town!
June 18, 2012
Rated 1 out of 5 by Brett1234 Old, dated, tired, apathetic staff
The TV didn't work in the room and wasn't connected to the treadmills. The phone at the bedside didn't work. The wall around the heating/air-conditioning vent in the room was almost black - who knows what I was breathing in.
The Information desk was never open so we couldn't get ideas for where to eat. Asking the Bell staff was like asking someone who could have cared less. And we could barely understand what they said.
And the refrigerator in the fitness center is supposed to be for cold and wet washcloths. They have it filled with dry hand towels, which makes no sense.
I would not return nor recommend the hotel to anyone else.
August 16, 2013
Rated 4 out of 5 by Suzell29 Great location
Great location and very comfortable hotel to stay in when downtown for business. The staff was very friendly and did everything they could to try and accommodate our needs. I will definitely stay there again.
August 15, 2014