Rated 3 out of 5 by MRCAL99 Out of the Ordinary
As a frequent guest at this property, I had a poor experience this time through. Not only was my SPG Status not recognized through-out my stay, but repeated requests for simple things such as hangers and a morning paper were summarily ignored. The usual service levels I receive were nowhere near up to the standard set in prior visits, or to my expectations.
Rated 3 out of 5 by trish72 smell in lobby
We stayed Dec. 8 till Dec. 9. The lobby smelt of backed up sewage. Hotel valet parking was
too expencive so the only option was to use city run parking which was across the street. Over all the experience was o.k.
Rated 3 out of 5 by Diggitydog Poor Service
I waited 20 minutes at 10:30 pm for someone from Guest Services to answer the phone, They never did. I had to get dressed and walk down to the lobby to get what I needed. It took me 20 minutes to check in when I arrived at 6pm. I was almost late for my dinner. The hotel seems to have too few staff to accomodate the number of people staying there.
Rated 3 out of 5 by Chris1313 My Stay
As an SPG Member having to book a room at a cost of $400 for one night is not acceptable. Then to have a lesser rate quoted the day of arrival (on the phone) only to not have that rate honored when I arrived was inappropriate. I will ensure I do not recommend this hotel to others.
Rated 3 out of 5 by Ktpomavi Great Location Bad Food in Lounge
Wish the breakfast in lounge was better
Rated 3 out of 5 by 201211Chris Stay was good
I enjoyed the stay at the hotel and thought the service was reasonable. I was dissapointed when I put down a deposit but was not told that debit card deposits would only be returned 6 weeks later and by cheque. The hotel was a little worn from time with electrical plugs being broken (Just outside the Gym entrance) the rooms where nice but had wear and the bed frame was broken in one of the rooms. All in all even though it was not ideal I would have to say that the staff was polite.
Rated 3 out of 5 by tim347 room value not up to parr
Although my room was clean, my view of richmond st and dirty construction site from rm 850 was not as spectacular as my friend in rm 755. In fact for the same price I was issued a closet in comparison. I was told upon initial reservation I would be receiving a larger room. It was adaquate at best.
Rated 3 out of 5 by wondermom35 Poor problem solving by management
My reservation got booked incorrectly and upon arrival, I discovered that I was scheduled to check out a day earlier than my flight left Canada. The woman checking me in attempted to extend my stay, but needed a managers clearance and assistance due to full capacity of the hotel. A manager could not be found, but she left notes in my file of the issue and assured me it would be handled promptly. After no resolution after several hours, 5 to be exact, I contacted the front desk to be told that at this point of the evening, my room type was completely sold out for the next night. I would have to check out the next day and hopefully check into a different lower level room after 3 pm. Not an easy task, as I was there for business and had meetings from 8 am to 3 pm the following day. It was extremely INCONVENIENT to have to switch rooms in the middle of a 2 day stay. I felt that my problem was IGNORED and had a manager tried to address it sooner than 5 hours after my check in, a much less inconvenient outcome could have been achieved. I doubt I will stay at this hotel when I return in July 2012 for the conference I was there to plan this trip.
Rated 3 out of 5 by JK50 Getting Old
This hotel is well positioned for business
meetings,has a good staff willing to help at anytime.My one complaint is the rooms themselves.They need to be upgraded,carpets worn wallpaper faded bathrooms dated.
Rated 3 out of 5 by Randy123 Needs some improvement
room wasn't as clean as could be. TV didn't work at first so I had to reconnect the plug into the TV and it worked. Room service wrap was below average - for the price is should have been better and should offer a regular club sandwich not a wrap.
Rated 3 out of 5 by BillTheRegular I like this hotel, but...
Normally this hotel gets 5 stars from me. I stay here every week. They take great care of me. This week though I was given a room that smelled like the prior guest was a smoker. The replacement room has a leaky/noisy toilet. The repair only fixed the toilet for one day. There were other guests on my floor who made noise from idnight until 2:30.
Rated 3 out of 5 by dakota9713 Average stay
for an above average price
Rated 3 out of 5 by tmko AC in room didn't work
AC in room didn't work. Arrived too late to know and move or repair.
Rated 3 out of 5 by jd21 Bad stay
This was actually one of my most disppointing stays at this hotel. It is my preferred hotel in Toronto but room given was very noisy - next to elevator shaft serving lower floors. Coffee maker was not working properly and the bathtub was not cleaned properly - hair left in it.
Rated 3 out of 5 by tli66 Needs some Updating
Our room wasn't ready when we checked in at 3:30. We were advised that our room was upgraded when infact instead of a king we had a double...some upgrade! Eventually we received a small credit for the mess up. The hotel rooms are in need of a good cleaning and the windows too. Pool and fitness room good.
Rated 3 out of 5 by Golden2012 not happay
The bed was in bad shape, needs change
Rated 3 out of 5 by Phil01 Large hotel with good services in very good location in Toronto
Hotel staff are very helpful and accommodating. The hotel has several restaurants, if you need something at any time of the day. The lobby restaurant offers great breakfast choices. The rooms need a little loving care but are very accommodating for business or pleasure. Nice location in downtown Toronto.
Rated 3 out of 5 by Nigel59 Hot water would be nice!
have stayed a few times at this hotel. normally better than this last experience. Room clean but could use a little "refreshing". Staff friendly and professional. Shower pressure was intermittent at best and varied between stone cold and warm. At a hotel of this stature my expectations would be higher than those experienced. Further, the lineup for checkin took about 15 minutes nad when I observed the lineup for checking out, I gave up on that idea and returned to the room to execute a telephone checkout resulting in further delays.
Rated 3 out of 5 by Laura33 Some improvements needed
Having plastic cups instead of real glasses for the bathroom and ice bucket and also having paper cups for the coffee machine leaves an impression not up to the usual high standards of a Sheraton hotel.
Rated 3 out of 5 by Moose14 Excellent location
We found the Hotel to be in an ideal location, however found service to be far below the standard accustomed to at SPG Hotels. Staff appear to be quite unhappy with their work environment and this is strongly reflected in their approach with customers.
Rated 3 out of 5 by HD00 Great location but...
I like the location of this hotel and in most cases felt the staff were professional and pleasant. However, I was without a phone for 2 nights despite several calls to the front desk long distance from my blackberry. The next evening no one had fixed the problem. The phone would ring but the handset didn't work. It was finally corrected but should not have required several calls. In the room the blackout curtain was torn and part of the phone apparatus was pulled out of the wall. Great hotel but the rooms need to be better maintained.
Rated 3 out of 5 by Chloeelsierose Lounge
It was very disappointing. Hors d'oeuvres quality and quantity diminished as did breakfast options, particularly on the weekend from my previous experience.
Rated 3 out of 5 by nanz Poor Customer service
Non-responsive servers in the Bistro. Waited 20 minutes without being acknowledged. I have never gotten up and left anywhere, but I did here
Rated 3 out of 5 by Traveler20321 An average hotel that needs to improve customer service and safety
The front desk staff and especially the concierge need much improvement in their customer service. The concierge was alwasy very abrupt and acted as if you were bothering him with questions. In the evening there were many questionable people in the lobby and on the elevators. on several occasions I waited for another elevator due to safety concerns. Lots of very loud partying, yelling and activity in the hallways that made me feel very unsafe. If i visit Toronto again I will stay somewhere else.
Rated 3 out of 5 by Notacomplainer Too Busy To Care
The superior downtown location has brought me to this Sheraton in Toronto on many occasions over the years. If it were not for the convenience of where it is, I likely would not return. Its place dictates its success, and not the service. As a SPG Platinum guest & business traveller I've never felt paricularly welcomed, never, I believe, been upgraded, and generally am dissatisfied and will make efforts never to return except by necessity.
Rated 3 out of 5 by BillEM15 Hallway noise was always an issue
Difficult to get a full night sleep.
Rated 3 out of 5 by Kendra11 Mediocre
I was less than impressed first of all with the cost of valet parking. Especially when they likely parked it in the city lot anyway. Second, the room was only superficially clean. Dust build-up was evident. Third, for the price I expected a newer room appearance. It had not been updated in multiple years. There was also a significantly high added cost for internet.
Rated 3 out of 5 by malik15 wasnt what i expected
i hate to be the one who tell you that but i have been in the sheraton hotel all over the world and my last station was france dubai than i came to canada.
i was very disappointed with the customer service i got and very upset when i kept calling room service and nobody picked up
i love the sheraton as a company but i did not get the room i was told and it was not what i requested.
thank you for the follow up and taking the time to read my feedback.
happy thanks giving.
Rated 3 out of 5 by 55555 Fitness Equipment Requires a Tune Up
There is a lot of equipment in the fitness room which is great however much of it requires maintenance/recalibrating. Two of the Ellipticals would not turn on and a few had issues where increasing the levels did not increase resistance. One of the pedals on one of the bikes was ripped off. Otherwise the variety and amount is great, but the equipment needs some tuning up.
Rated 3 out of 5 by Bt27 Lessnthan expected
I stayed overnight on business. Didn't get int he room until 1:30am. Awoke in the morning to find that the heating didn't work. Other than that, everthing was as expected