Rated 2 out of 5 by Kimberly11 Very dissapointed.
We have stayed at the Sheraton downtown many times and were impressed. This weekend was an exception. First, it took us 55 minutes to check in. No manager or even employee came near the line to explain or apologize. After getting to our room (room 2744). We were very dissapointed at the size. Every other room we have stayed in at your hotel were beautiful. Thirdly and most dissapointing....I went outside (just by the front lobby) and almost stepped in a mess (another guest had gotten sick). I informed the front desk who assured me they would clean it up immediatly. I went down over an hour later and the mess was not cleaned up. (The staff had only put a "Wet Floor" sign up.).
Rated 2 out of 5 by RonD1962 Room not ready @ check in
We arrived to check in @ 2:30 pm for 2 rooms interconnected. Check in time was 3 pm for this hotel (Toronto Sheraton) and we had a party of 4. Two people per room. One room was ready and were told that one would be ready in 30 or 40 minutes. 3 hrs later the 2nd room still was not ready and we had to leave for dinner reservations before the theatre. Everyone had to get ready in on room and we ended up picking up the 2nd room key after we got back from the theatre later that evening. I don't belive we should have paid full price for the room as we did not get use of it for the full time. This is unacceptable customer service from the hotel as the hotel staff should have had the room ready and a discount should have been applied to the second room.
Rated 2 out of 5 by cruiser Christmas Eve get away stay
We stayed for one night on the 24th for a Christmas get away at the Sheraton Center. The hotel was heavily occupied by displaced families due to the ice storm. There were two problems. The first was the Hot Tub. This has been our second stay at this hotel since Early August. At that time the Hot tub was not working correctly, and was not hot. On this occasion it still has the same problem. For a hotel of this calibre this is not nearly good enough. It was a cold night and we needed to warm up, what better place than a nice hot tub. No such luck. I would put it down to a one of experience except we have the previous stay to compare it to with the same problem.
The second issue was the room. It was 3946 in the corner. There is an apparent equipment room behind the wall beside the bed. NOISE..all night. The noise was not noticeable until we turned off the TV and settled in for the night. This is on the Club floor for which we paid extra. For the extra we had free wifi and free breakfast and all the noise we could handle. The free breakfast was in lieu of the club lounge which was not available. If you check my records you will see we make a habit of staying at Sheraton properties. This stay was well below standard.
Rated 2 out of 5 by mmmm20131219 Nice hotel - but disappointed
Nice hotel and clean, comfortable room, but key cards failed twice and had to be replaced. First time I called Guest Services, who said they would send Security to let me in. 10 minutes later I gave up and went back down to front desk.
Also TV reception was poor.
Rated 2 out of 5 by BIZWHP Great Location; Dated Room
Right in central Toronto, a great location. But, it seems more like a tourism hotel than a business one, which was my purpose. There was a party of some sort on my floor causing great noise and an adjoining room has two fighting children both in in the evening and the following morning. Its almost as if they were actually in my rooms since there seemed to be no soundproofing in the door between my room and theirs. I actually tried to dampen the sound by stuffing a towel into the g at the floor. Not one I would recommend. As an SPG Gold member, on business, you'd think the hotel would allocate rooms better.
Rated 2 out of 5 by Robby53 4th Floor Blues
Was given a room on the 4th "meeting room" floor. Noisy and cold all night. There were plugged in electric heaters along the hallways! Hard to get continuous sleep.
Rated 2 out of 5 by seanatkgh This hotel fell way short of my expectations
I stayed at this hotel for 5 nights. The bed was not comfortable and the walls seemed to be paper thin as I could clearly hear the conversations in the room next to mine. The cable TV was constantly going "scrambled" which made it hard to relax while watching TV. The hotel offers a $5 coupon for each night I did not receive any Housekeeping services. I received 1 coupon for 4 nights of not using Housekeeping. On thursday night, the room rate went up considerable but the hotel allowed a party on the second floor to play music so loud that it vibrated through my room and I was on the fourth floor! Complaints to the front desk staff did nothing to resolve the issue until close to 11:00 PM when it did finally stop. On my final day, after paying for valet parking for the entire time of my stay, and not using it, it took the valet staff over an hour to deliver my car while I waited for it out front.
One final note is that I find it ridiculous that a hotel chain, like the Sheraton, would charge extra for the use of internet in the room. Lesser quality hotels offer this as a free service and rightly so.
I think the Sheraton could do much more to make their guests feel more comfortable and relaxed while travelling.
Rated 2 out of 5 by Roger06 This hotel needs rules
My wife and I were very disappointed with our stay. The 19th floor was very noisy all night and little was done by the hotel to stop it. At the BnB restaurant we got stuck for $86 (plus tip) for two orders of fish and chips, 3 sliders and two beers. A $96 dinner !!! I have stayed at this Sheraton many times in the past several years but it is slipping badly.
Rated 2 out of 5 by Ls1234 Just ok
For price, did not meet expectations.
Room was not ready until well after 3
No free wifi
Room is outdated
Small bathrooms and not enough counter space on club room level
Bad smell in lobby
Smokers everywhere right outside lobby
Rated 2 out of 5 by Disappointed2013a Too expensive for the room and the service!
I expected a lot more from the hotel considering the cost. My room was old, didn't have good amenities, and was very small. I have stayed in 5 star hotels in downtown Toronto for the same price! I was especially disappointed with the front desk service.... waited in line for over a half hour before even being acknowledged! Hopefully I won't be back.
Rated 2 out of 5 by IIMFine22 great location- room and floor it is on( 27th) needs refreshing
Stayed at this hotel many times - but the room- an upgraded suite is ''tired'' - needs a lot of help . The Jacuzzi open to the bedroom with pedestal sink does not feel luxurious at all The whole floor seems old and tired . The on line /TV screen room service menu is NOT a good addition. While many on line features are the way to go- ordering a meal off a screen with no controls is a poor feature .
Rated 2 out of 5 by Room455 Unfriendly and disingenuous Manager
I have been a SPG member since 1999 and this USE TO BE my favourite hotel. There was an issue over the room rate on check in. SURPRISE! My checkin was so terrible I then expected my room to be as booked and confirmed but it was not. The room was to have a fridge. It did not. Manager told me he would have one for me on the same day. I go to my room to hear a phone messagr from CUSTOMER SERVICES stating that there is in fact a fridge in the room and that I did not look for it well enough. She said that it has been there since yesterday. So I returned to front desk, talked with manager. Guess what. He told me that there was a fridge in the room and I asked him to send someone to show me. He did and they could not find it either. Very dissappointed inj the way that I was treated. The rest of the staff was excellent as they always are.
Hurts me to write this review as I use to love this place.
Rated 2 out of 5 by Kermet04 I would recommend hotel but not restaurant or room service
The room was average
The room service was too expensive and the spinach/artichoke dip arrived cold and with stale "chips". When I called to say this I received another plate of heated stale chips but the dip was "warmed" . When the attendant arrived at the door he was argumentative and informed me I needed to ask for heated. Never has spinach dip arrived cold at any other restaurant as well the pita chips were disgusting. I was not impressed and returned that part of my order whole and never received compensations.
Rated 2 out of 5 by Quattro Desperately needs renovation!
The rooms are tired and worn. Security bolts are coming out of the door as if the door was forced open. Wallpaper is dirty and peeling off of the wall. Paint peeling off of the wall in the bathroom. Furniture stained and damaged. Certainly not my expectation of a Starwood property. Valet parking was complete chaos and no one was in control of directing cars so it became gridlocked. Beds as always were amazingly comfortable with fresh crisp sheets.
Rated 2 out of 5 by sksk22 Not what I expect from Sheraton
I know it was busy but the service was sub par. Our room didn't even have a fridge (and when we requested one they said they'd get back to us but they never did). When I tried calling guest services I had to try at least 3 times to get through. I've stayed in many sheraton hotels but this room was old looking and dingy. The location downtown is great, but there are many other hotels in the area that I would prefer to stay at next time.
Rated 2 out of 5 by Ringerboy Service
I was most disappointed with the staff responsiveness. I had room key problems and called to arrange to get it fixed. The agent said he would send someone up right away. By the time I checked out no one showed up to fix the card reader. I was locked out of my room twice during the stay.
Rated 2 out of 5 by BusinessTravel1113 Room never got warm
Room never got warm. The heater is old and is under the windows (which are also old and freezing to the touch). If you want to close the blinds for privacy, you don't get any heat. One night the heat turned off automatically. When the heat was on, it was very weak.
To add, the beautiful church next door rings its bells every 30 mins throughout the night and can be heard through the old windows.
Rated 2 out of 5 by LifetimeGold Not up to Snuff
I have stayed at this property numerous times and I have to say, I have never been so uncomfortable in a room as I was in this one. I choose to use a suite upgrade certificate and was given a jacuzzi suite.
Because of the spa tub in the room and I am assuming the way it was cleaned, the entire room smelt of bleach. The thermostat did not work and depute turning it down to 65, my wife and I slept with no sheets on the bed and were uncomfortably hot. But the real problem was an apparent freight elevator shaft that is built into the corner of the room. Several times during the night we were awoken by what sounded like a freight train going through our room. Both my wife and I had to put ear plugs in but they did not help as the noise was so loud.
I can overlook the very outdated room furnishings and extremely worn couch and furniture (I've come to expect that from the over tired Sheraton Centre) but the afore mentioned I do not expect in a hotel suite.
Because we left the room immediately after checking in and did not return until almost midnight, it was too late to request a different room so we just stuck it out.
When we tried to locate the Spa, the staff just saying "It's on the Concourse Level". So we wandered around the concourse level for the better part of 15 minutes not being able to find it. No signs, nothing. What they failed to mentioned is that you must leave the hotel and go out into the mall to find it. Not sure why anyone would think we would expect to do that. And the Spa, stay away, I have never been to one so mickey mouse and unprofessionally run. No shower facilities, no robes, no slippers, sit in the mall and fill out your medical paperwork. Nice staff who gave great service, but the facility is a dump.
I cannot begin to tell you what a disappointing stay this was for us, on a special evening, and I has really soured my taste for this property. I am a lifetime gold and have been platinum for the past 6 years, so I know my SPG hotels.
This one is in need of a major overhaul, especially rooms you are going to bill as a "suite". Our room was very run down.
Rated 2 out of 5 by LHad Service staff were a bit rude
I understand that dealing with a large conference must be difficult and trying for the serving staff, especially when it comes to serving hundreds of people at a seated dinner. However, my experience with a variety of servers was really negative. It was difficult to ensure that food was appropriate for people with allergies at our table. It was also difficult to address any issues with the staff, such as missing cutlery or some of our table not getting served. We made an effort to bring those issues forward in a kind way, without hostility and were returned with very rude answers, and an overall indifferent attitude to allergies or missing food. I found this to be very opposite to what I expected the level of service to be. As I said, I do understand that it is difficult to deal with a large number of people when serving meals in this way, but I really think the staff should not carry any frustration to the next table they are serving, because it detracts from the experience of a large majority of the guests..even those that were courteous and patient.
Rated 2 out of 5 by Jim100000 Needs an Overhaul
A fine hotel that is in need of updating. The carpet in my room needed to be replaced. Bathroom ceiling requires repair. Bed was quite comfortable. Desk and chair should be changed out for a combo that is more ergonomic. Staff were friendly and responsive. The general condition of the hall and common areas need sprucing up. I had asked the staff to clean up the spit running down the wall by the elevator on the 7th floor, but after two days it remained. I expected more for the cost of the room.
Rated 2 out of 5 by CLRD 4 days stay and a lot of mistakes
We stayed at the Hotel from Sep/28 till Oct/01, as the first point of our Tour to Canada and US. We added two pre nights at the beginning of our Tour (Sep/30) dealing directly with the operator (City Tours). We arrived at the Sheraton early morning (about 7:30 AM Sept/28), the assistant at the desk read our voucher, as usual asked for a Credit Card as guarantee, and we went directly to our room (# 694) to take a shower and rest after a long flight. At noon we left the room to lunch and to walk a little. When we returned (about 2:00 PM), the key has been cancelled. The assistant apologized for the error and we got a new key. Next day (Sunday), we had breakfast at the well known coffee shop in the corner, went to lunch and returned about 3:00 PM, and, yes, you guessed it, the key has been cancelled again. New apologies, a new key, but our room remained as we left it at the morning. We had to wait in the Lobby till 4:30 PM, waiting the maiden to finish her work. Late afternoon our guide contacted us by phone to arrange the next day (so, the Hotel knows perfectly the details). The tour left the Hotel in the morning of Oct/01, after breakfast (Check out time about 07:15 AM, nobody of the Hotel’s staff told me of a charge at that time.). Then, happily, the guide realized the Hotel staff left our luggage at the room and recovered it.
Perhaps, I wasn’t lucky, but anyone at the desk spoke other language than English (My mother language is Spanish, I’m fluent in French and my English is acceptable), but that people didn´t make any effort to facilitate the communication (“Oh, Yes, Sir, there is somebody, somewhere that speaks Spanish/French, but not at this time”).
Right now, back at home, I received my Credit Card abstract, with a charge of 69.12 CAN Dollars from Sheraton Toronto Centre). Why?:
a) I didn´t use the phone (I have my own mobile)
b) I didn’t use WI FI
c) We didn’t have breakfast at the Hotel (except the two days of the regular Tour)
d) We didn’t touch the minibar (even opened the door)
I understood that the small water bottle and the coffee maker were free amenities. I’m waiting for an explanation from you for this charge, but I can assure you that I will not return to this Hotel (Very poor attention at the desk (3 keys in 4 days!!!), waste of time, and a charge not explained.
Rated 2 out of 5 by anders27 experience was just bad
there were to many problems and we didn't get to enjoy the lounge or pool as we were to busy getting things fixed in the room and the offers.
Rated 2 out of 5 by sm01 Located in the dungeon
I booked my room (a king size room) over a month in advance of my stay and arrived at the hotel at 4PM on the date of my confirmed arrival. I was then told that the only king bed rooms they had were ones without a view (which I was not very happy about but I preferred the king bed to the alternative double beds). I was not told that the available rooms were also extremely cold (64F) and that the building heat was not yet turned on. When I complained about the temperature, I was provided with a space heater (which after 12 hours had raised the room temperature to 65F) - not very acceptable. I also encountered two additional problems, there was no TV remote (which I later found under the covers in a corner of the bed), then in the AM, a breaker in the bathroom blew when I turned on the hair dryer (it was on a different circuit to the space heater which fortunately continued to run). Two other problems were rips in the carpet and black stains on the dust ruffle of the bed. Certainly not a great experience.
Rated 2 out of 5 by Tabitha3111 NEEDS IMPROVEMENTS
*had hair in the shower-on the wall
*garbage in the trash can
*no coffee stocked-had to get some from HK
*was given a "free" upgrade to room 266...i would hate to see how the other rooms looked. the couch as old and discolored, carpet needs replaced. Has a view of the back lot...
*room had a dirty bathroom towel, lipstick i assume..has to get new towels. Staff was amazing..only good comment i have and location was amazing, Felt over charged for room.
Rated 2 out of 5 by CrackilinRose disappointed
Gone are the days of a fabulous stay at the Sheraton in downtown toronto. The first room we were assigned had windows that leaked. There was water all over the place and it smelled awful. The second room did not smell a whole lot better and the rug was so dirty I couldn't believe the room would be assigned....and it was on the club floor. This has always been my favourite hotel but it has been going downhill for years. When renovating, here is hoping a new HVAC system will be installed. Hopefully it will help with the foul smelling air.
Rated 2 out of 5 by CanadaVisitor Expensive without the Star Appeal
This hotel was very mediocore. The rooms are a bit old and have an unwelcoming smell to them. I was unaware of the credit policy with not have the staff clean your room. Without signing up for it, they did not clean it which caused me to become very irritated. Apparently, they had signed me up for this program without my knowledge.
Rated 2 out of 5 by spf319 Old, outdated hotel, grubby in the corners
This hotel might have been nice about twenty years ago, but it seems to have fallen into a state of disrepair. Don't be fooled when you walk in by the lobby, which looks pretty good. The rooms are old, worn, and dirty if you look closely (and it doesn't even take too close of a look). The carpets are stained, the wallpaper is peeling, the windows are so dirty it's difficult to see out... I can see that it was once nice, but the price they are charging no longer justifies its current condition. My colleague and I also had to be switched out of our initial rooms (side by side) because both rooms had an overpowering , strange human-ish odor. The staff were kind enough to give us free internet for our trouble, but we had to tough it out in these vile smelling rooms for a night. Not a good experience overall. Look for a different hotel.
Rated 2 out of 5 by Brewster Mixed experience
I'm not sure I would stay here again. There was no radio in the room so I couldn't listen to BBC or even try to get NPR from the US. (I prefer not to watch TV.) I would have had to pay for any music to play on the TV (!!), so had no music for 4 days either. Internet cost $15 a day. And finally, though this wasn't the hotel's fault, my neighbors one night were so noisy so late and so early that I got 3 hours of sleep. Sheraton security did try to deal with it.
Rated 2 out of 5 by MississaugaON Stay-cation could have been better ...
It's the little things that you remember. We were spending a day alone without our two children who were being taken care of by my sis-in-law. The hotel and room were clean. The location is fantastic.
But the TV ... perhaps it's on a satellite feed? Every couple minutes, it would freeze up. We thought it was because of the weather, but the problem didn't go away when the sky cleared up.
And it was cold at night. We found out that the building had not yet turned off the AC which meant that the heating wasn't working. When we called down in the morning, we found out, too late, that they could have provided a heater. My wife is 8.5 months pregnant and we certainly wish that option was made known to us earlier.
Rated 2 out of 5 by Ricky99 This hotel is in serious need of upgrading.
The Sheraton Centre Toronto needs a total refurbishment of its rooms and common areas. The room I occupied (369) had 1980's wallpaper peeling from the walls and badly stained carpets worn down to the floors. The smell reminded of the bad motel rooms we stayed in as kids when my parents took us on road trips in the 1980's.
Unfortunately, I do not believe there is much incentive to spend money to revitalize this place due to the location in the Toronto downtown core. They have no trouble selling out the rooms at well over $200 per night.
As an SPG Gold member, I also expect to receive courteous treatment at the front desk. This was not the case when I checked out.