Rated 1 out of 5 by RK8191 Outdated and dirty
My room was horrible--- stains on the carpet, stains on the bathroom countertops, curly hairs waiting for me when I first turned on the shower... Disgusting. I would never stay at this hotel and will try and avoid Sheraton Hotels in the future.
Rated 1 out of 5 by Tone0808 Terrible Accounts Receivable department
I stayed in the hotel on June 29th until the 1st of July.
I was charged an extra stay on my friends credit card. We booked rooms together but put two separate credit cards on the bill. Unfortunately, he was charged for both rooms which is totally incorrect seeing how we paid cash when we left the hotel for our room.
This issue has been ongoing for several weeks now and still nothing has been resolved by the hotel.
I would not recommend staying at this hotel due to unstable and incompetent staff
Rated 1 out of 5 by BadExperience2013 Good facility, very bad service
As a SPG patron and platinum member for multiple years I have come to expect a certain standard of excellence from SPG properties. This expectation was fulfilled only so far as the physical facility was concerned. When it came to the service and staff at the hotel, I was severely disappointed. I arrived slightly earlier than expected and decided to drop my bag off at the luggage check area. There was no one there to help me out and when someone finally did come he made it seem like it was an imposition to ask him to do his job. This foreshadowed the difficulty involved in getting anyone at the hotel to do anything. Need a wakeup call? Too bad! No one is at the front desk or operator's desk at 6pm, I mean why would someone be? I tried calling 6 times in a row and this wasn't the only time I tried to call down to the hotel front desk or operator and no one picked up. I saw many, many people wandering through the hotel but it appeared as though no one does anything. Finally, on the last day of my terrible stay someone was banging on my door at 6 am. I thought it was the cleaning staff so I remained in bed. Then someone called the room asking me if I had asked for help with my bags. It being 6 am, and me being asleep, meant that I hadn't yet the person on the other end of the line insisted that I had called down. It was an unusual feeling to be woken up at 6am to someone asking you something only for them to not believe your answer. Needless to say the banging on the door continued a second time until I got up to let the staff know that I, in fact, hadn't called down for baggage help. The last poor experience occurred when I went to clarify an item on my bill at the front desk. There was no other customers there so I walked up to the front desk to speak with the woman behind the counter. As soon as she saw that I was a Platinum member she asked me to go to the Platinum area, which I would have done initially had it not been closed (in fact, another member of the staff mentioned that they were getting rid of the area entirely). However, this woman insisted that it would be faster for me to go to the non-existent Platinum area for all my needs. I gave up and walked out of the Sheraton and I never plan on returning again. Oh, and before you think this is a one-off event, this is the second time I've stayed at this hotel and I recieved the same poor service the previous time as well.
Rated 1 out of 5 by Cky2909 Bathroom
The water in my room was brown. Also, the toilet was clogged and would not flush all the way. I reported both issues and they came by and cleaned my bathtub and sink but the toilet still would not flush all the way. You basically would have to flush repeadtly for tissue or anything left to go away. I have stayed at other hotels and not had any such issues.
Rated 1 out of 5 by diggyboy61 construction everywhere
construction was everywhere in and around this worn down hotel. parking the car was a nightmare and didn't like the blah food at the hotel. never again at this place!
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.
Rated 1 out of 5 by crschlieve Possibly the worst hotel I have ever stayed in...
This is the worst starwood preferred hotel I have ever stayed at. Dingy rooms, out-dated. Our bath tub and shower had sand in the bottom even after we tried flushing it out...seemed to be coming from the water source itself. Even the water had a brown tinge to it. Front desk staff were not helpful and often rude. I would never recommend this hotel to anyone. A complete waste of money.
Rated 1 out of 5 by buttsy1956 Didn't impress
Stayed at the Sheraton Centre from the 31st July to the 10 August.
Arrived at the hotel a little before 9pm after a transatlantic flight from Heathrow and a taxi driver not sure of the entrance mainly due to numerous road works, on arrival we found the reception very quiet (only the two of us checking in) the young lady behind the desk checked us in very quickly and efficiently noting that we had emailed from the UK to upgrade our room to club. This was the only time we saw reception quite for the rest of our stay it was chaos and not uncommon to wait 30 minutes to check in with long queues through the lobby. Tourist information desk approached three times with a question twice told to go on line or use a free phone number, one young lady very helpful showing us how to get somewhere, the guys who you book taxis or limos with excellent
On arrival to the room this is when for me personally things became horrendous as I suffer with Acrophobia, all club rooms are situated on floors 36 upwards we had been allocated a room on the 40th floor when asked to be moved lower was informed no rooms available due to the hotel being full for something called Caribana so curtain were closed for the whole of the stay (hotel booked through a third party and no were on booking form for special requests eg lower floor) only to get worse that breakfast was on the 43rd, whoever thought it would be spectacular, breath taking or a feature of the hotel to eat so high up your so sadly wrong it’s the stuff of nightmares for guests with a fear of height with no alternative to eat on a lower floor. Our room was large, clean, comfortable, beds excellent everything in the room worked perfectly but Wi Fi very poor.
With the arrival of weekend came the Caribana and the hotel going into total lock down with 5 to 6 police officers inside of the lobby and with as many if not more heavies (doorman) on the outside, guest were told that they would not be allowed back into their hotel unless they sported a garishly yellow plastic wristband which I have kept as a constant reminder of being tagged. As a tourist from the UK traveling 3500 miles or more (obviously not here for the festival) to be a prisoner of Sheraton or sleep on the streets of the city believe me does not leave me with an impression of wanting to hurray back to your hotel in the near future, you really need to find an alternative
Location of the hotel is central to most tourist sights in Toronto within walking distance from most, subway, buses and streetcars to others are literally on the door step of the hotel so great for all public transport
Would I stay here again the answer has to be no, for the money certainly not worth it.
And a word of advice if you have a fear of heights avoid this hotel at all costs
Rated 1 out of 5 by Cath26 Would never stay here again
There is a huge charge for wifi in the rooms. $17 day is outrageous! It's free in the lobby but not in mtg or conference rooms.
The hotel was run down. Carpets were stained. The windows were filthy and there was extensive mould. An ancient noisy Air conditioner kept me awake at night. No bar service at pool. Dirty plates and towels all over. And even the driveway was clogged with cars not being parked causing huge delays. Horrible hotel. Reminded me of a 3 star in Mexico.
Rated 1 out of 5 by RENA1016 WRISTBAND NIGHTMARE
HOTEL STAFF TREATMENT WAS LESS THAN ACCEPTABLE. FORCED TO WEAR WRISTBANDS AND NO GUEST ALLOWED.
Rated 1 out of 5 by SWilkins Not Satisfied
My husband and I chose to stay at the Sheraton instead of competing hotels because for our wedding less than one year ago that is where both us and our guests stayed. It was a different location but we felt confident that the Sheraton brand would be consistent but that just was not the case. We paid for an upgraded room because we were only staying for one evening and wanted to splurge a little - I would have preferred a standard room in comparison to what we got. There were stains all over the carpet (what looked like red wine) the furniture was all scratched up and the windows that looked on to Nathan Phillips Square looked like they hadn't been washed in months. We had been told that the hotel was completely booked at the Concierge desk because it was Caribbean Carnival weekend and we could not switch. All of those things were very disappointing but to top it all off we couldn't sleep! Our neighbours were speaking loudly - which under normal circumstances shouldn't be a problem if there was proper room insulation. They kept us up late into the night and then at 7 am they began packing up and they weren't even talking but using tape to tape up their belongings and that woke us up. Our room had the adjoining doors that could be unlocked for families and so that may explain it - but it is completely unacceptable for a newlywed couple looking for a romantic evening out to have their one night away be ruined by things that should not have been issues in the first place.
Rated 1 out of 5 by Josh24 Sheraton Toronto - Aweful
Aweful Stay. Had to change rooms 3 times. Air conditioning did not work. Found hair in the in-room coffee maker. Bed spread was covered with dirt, dust and dead bugs. I ended up checking out at 11pm and stayed at a non starwood brand hotel
Rated 1 out of 5 by Denby This hotel is living in the 1980s - it is actually 2013
No satisfactory guest arrival (we had to get all our luggage to reception - do not expect service after 11pm!) The room phones are so difficult to use you may as well ring via your own cell phone - even guest services could not simplify their operation. There is no hotel 'guest book' in the rooms - you have to use the TV to locate hotel services ( hint - go back to the book it works every time). The in room TV cable service rates a very low score as it froze every 5 to 10 minutes. The hotel spa closes very early so do not expect a reasonable service from that. I have stayed in Sheraton hotels in several countries - Australia, England and across the USA the Toronto Sheraton Centre on a scale of 1 to 10 rates a minus 3. Be warned!
Rated 1 out of 5 by 5275NYC Poor cleanliness/service, Construction Noise.
Arrived to hotel after travelling over 10 hours, there was only one desk agent, check-in time took a very long time for our group and other guests in line. Upon check-in, room had crumbs on floor on both sides of bed, tub had hair. On second day pillow case had blood on it, toilet was not cleaned, hair was left in sink. On third day of stay, we were woken up at 7:00 am by jackhammer noise on floors above us. Expressed frustrations with Front Desk Manager, was offered free breakfast and offered to move rooms. Was told to have bags packed and bellman would move. We organized everything together and made sure there weren't any loose items, upon return to the hotel we were notified the bellman didn't want to move our items. We ended up moving items ourselves. The remainder of the stay was comfortable.
I am a hotel manager for a competitor in New York City. I understand stuff happens, and individually, I can overlook each of these issues. Given that these were all issues that occurred in the same stay and also given the general demeanor of the staff lacked empathy, I have to rate this hotel experience one of the worst I have experienced.
Rated 1 out of 5 by nytotoronto Not what we expected.
A/C barely worked, there was no information in the room, on the TV or given by staff regarding the amenities.Food was terrible.. best meal was from the hot dog cart out front. Access was frustrating and unmarked due to construction, valet parking was a 30 minute wait and way over priced. Left after only one night of our 3 night stay.
Rated 1 out of 5 by Ray1234 Horrible weekend, despite staff efforts
1st given a room without a king bed, although my reservation specified it.
Staff moved us. Construction Jackhammers on Queen St woke us up at 7:30 Sunday morning. Staff moved us. Drunks running and pounding on doors and cursing (due to some high school bus trip) Shower didn't work. Staff gave us a room to shower in.
Were credited $50 and received breakfast coupons, that made it better. Previous guest's towel was still on bathroom hook. Just a terrible experience, although staff did try to fix it (after waiting in line with 20 other people). Windows of hotel very dirty. Busy, noisy weekend.
Rated 1 out of 5 by Vonnie22 Hotel was a let down for us
We were very disappointed with the hotel and the location of the room. There was a Jazz festival on right across from the hotel it kept us up with the loud music and also in the hotel there was doors getting banged closed.
The staff I felt was very unhelpful there was some issues with the phone card I had bought in the hotel on how to use it was told to read the back of the card I called the number on the back of the card was still not working so called the front desk was told to just call the uk and then they will ask for the pin code but this never happened i went to the front desk and asked how much was i charged for the call was told $2 then on check out I was charged $30 for a 5 min call to the uk.
I am a travel agent back in the uk and would not recommend the hotel.
Rated 1 out of 5 by Jefft905 Staff was uncaring / hotel under construction
Very bad experience during this stay. Front desk would not honour original rate that I booked with. Hotel unlocked our conference room without our knowledge, and left thousands of dollars of equipment out in the open. Construction was taking place as early as 7am which made it impossible to sleep after this time. Would not stay again.
Rated 1 out of 5 by Rickm123 Lifetime platinum
As a lifetime platinum this may well be the worst room I have stayed in. I have been at the Centre a number of times in the past and was planning an executive meeting in July. I would highly recommend the General Manager with his wife spend one night in room 2030. The sound of the elevator cables either out of sync or vibrating off the bedroom walls made my wife very unhappy which created grief for me. Unfortunately we arrived to the room from a late evening engagement and did not notice the loud noises until we had turned in. My fault for not demanding another room!
Rated 1 out of 5 by Disappointed17 Room 3433 is really bad
I am generally a loyal SPG customer, but had one the worst hotel experiences at the Toronto Sheraton Downtown. The hotel itself was fine, but room 3433 needs to be stayed away from at all costs.
It is right beside a service elevator that was so noisy that it kept my entire family up all night.
Another irk, that I would never have mentioned if it wasnt for the horrible room, was that the swimming pool was open air (when it has the ability to close) on very cold June morning. Many of the guest commented not only on the coldness of the area but on the coldness of the pool itself.
Rated 1 out of 5 this hotel has few room features
The room lack any refrigeration for guest purchases and is very basic in offering
Rated 1 out of 5 by Leslie195 Bad stay
This hotel is booked through my work. I would not choose it otherwise. Last stay they did not honour a promise of a king size bed. This stay they had me booked for the wrong dates. Because of this my keys were cancelled 4 times and it took almost an hour to get a room at all. Had to argue with the maid to service the room one day and she did not service it at all the next. No meaningful apologies, just consistently poor administration.
Rated 1 out of 5 by Jimmy Not recommended, ever!
Got a room right behind the elevator banks, and I could hear the elevator cables running all night long!
Asked for a change of room, got the smallest room that I ever had with ANY SPG property, this is in comparison even with the rooms that I got in Paris!
I had to check out early to move to another hotel.
The doorman was not even helpful to get me a cab
Rated 1 out of 5 by JRDJ Terrible
Every time heat comes on loud clanging noise. Also constant loud banging through pipes behind wall in bathroom. Alarm woke me up at midnight as well clearly left on by cleaning staff, not first time. Spoke to duty manager when this happened, also to complain about being put on side of hotel with the loud bells, despite being told at checkin i was on the other side, consistent with my profile. Staff clearly cd not care less.
Rated 1 out of 5 by jimm Very Bad experience
your computers were down when I arrived in the evening and checkin took over an hour, I was put in a very small room on the east side which i found very noisy. I had a major presentation on Thursday am and was up in the middle of the night only to find your wifi networkwas down. i could go on but need to do other things more productive. i tried to explain my frustration yesterday to the front desk person but found her to be crusty at best,
Rated 1 out of 5 by Svp2k5 Charged twice for the hotel room
I stayed at the Sheraton Centre May 24 - 25. I booked through a third party website as it was last minute. To my surprise/shock, Sheraton lost my booking at check in. They kindly fixed this (or so I thought). It wasn't until a week after departure that I realized I was charged twice for the hotel room (Once by the third party site and once by Sheraton directly).
I have recently switch hotel brands, and have stayed at Starwood hotels three times in the last month.
I expected far more, and am considering switching to an alternative.
Rated 1 out of 5 by markae49 Elevators didn't work
I know their is a elevators workers strike but you can't run a hotel with 2 out of 6 elevators working and charge what you do for a room - it was incredibly inconvenient as never wanted to go back to the room - very unsatisfactory
Rated 1 out of 5 by Bunker Bad heating system
I have stayed at this property more than 100 times. This is the first bad experience. A heat vent which was blowing hot air all night, raised the room temp to 28.5c. This was despite the fact that the air conditioner was working all night. Impossible to get any sleep in this room.
Rated 1 out of 5 by MichaelP Do Not Stay Here
Rooms are dirty; service is poor; elevators down to 2 total as a repairman walkout in process; overpriced for sure compared to any other hotel.
Rated 1 out of 5 by DrLawrence worst night sleep
I usually get the best sleep at a hotel, but there were young folks in the hallways who had clearly been drinking, and security wasn't very efficient about clearing up the matter. Then there was some kind of construction going on in the building that caused a rippling sound effect. Again, staff had the noise stopped, but it would resume. This all occurred until 3 am!