Rated 2 out of 5 by rmc2012 Bad room, poorer service
Until the renovations get completed - stay somewhere else.
I had indicated that I would be arriving early - I was informed that this would not be a problem. After 3 visits back to the front desk....still no room available.
After many excuses and failings. A room was made available at 6pm.
Promises of an email to make up for a future stay were not provided. Promises of a return phone call were not made.
March 5, 2015
Rated 1 out of 5 by BevM Terrible Platinum Guest Service
I arrived at the hotel at about 8:30pm. There was a long check-in line and the usual sign for SPG Gold and Platinum guests was missing. I stood in the place where that line usually is, and was not taken next by the first front desk clerk. Ok - not a huge deal. I was taken by the next clerk free.
I knew they had been undergoing rennovations, so asked the clerk how they were going. She said that they had started opening up some of the floors. However, when I asked if I could have one of the new rooms, I was told they were blocked for other guests.
Then, I asked what upgrade they did have for me, and the clerk started reading the requirements of the basic room I had booked. When said that what she had described was the basic room, she tried to disagree, and then conceded that they were not giving me an upgrade.
I was hungry, and wanted to go for dinner, so I did not pull out my phone and try to book a suite to prove that upgrades were available. I have heard this tactic used before at this hotel. I do not care about the upgrade that much.
I do care, however, that I was told there was one available, but that it was "blocked for other guests". That is just bad customer service. Furthermore, they gave me one of the worst rooms they had.
When I got to my room, it was on the side facing City Hall. This means that the bell tower was ringing all night. Furthermore, I was awakened by construction the next morning (a Saturday). The carpet was saggy and stained. The room was just in a poor state of maintenance.
(I had made my reservation the day before, the rate I got was very good, and "cash and points" were still available, so I know the hotel was quite empty. They also had a number of different suites available when I booked the room.)
When I filled out my survey, and mentioned these issues, the front desk duty manager contacted me. The apology was for not getting the room that I wanted, and for the noise. I was made to feel like I was behaving like I was entitled to something that is outside of my SPG benefit package.
I have stayed at this hotel approximately10 times a year for the last 5 or 6 years. So, I am a regular at the specific hotel, in addition to being a platinum SPG member with over 100 nights. This is the final straw for me.
The front desk staff needs to be trained better. If there are no upgrades available (or you do not feel like giving me one), say there are no upgrades available. Do not tell a loyal guest that there are upgrades, but they are reserved for someone else. Then do not try to make me feel badly for asking for one.
This guest is no longer loyal. There are other SPG properties in town.
March 3, 2015
Rated 4 out of 5 by Absolute Central Hotel - Great Location, Great rooms with a View
I spent a week at this hotel for the first time based on previous reviews. The hotel is directly on a stop from the Toronto Pearson Airport Express, and is across the street from city hall. From the outside it looks like a plain concrete structure... until you walk into the lobby. Spacious lobby with a connection to the underground Toronto city (priceless when it’s winter or raining out), it’s a very welcoming location.
I was in the east tower on an upper floor, and had a slight view of the CN Tower - mostly blocked by other towers in the area though. It must have been a renovated room I was in, as it looked quite modern with nice furniture. One “green” addition to this hotel is that the menu is on the TV, instead of having a printed version. However, it can be annoying to squint at the TV and have the “page” change while you’re trying to make a decision.
The lounge had an amazing view of the city, and city hall - friendly staff and several options for both breakfast and evening snacks. However it does get very crowded for breakfast at times, and one day I had to give up on the 30-minute wait in order to get to my meetings on time. However, the front desk quickly compensated me for that.
The fitness centre is quite large - bigger than expected! And it also looks out on the pool deck for a great view. As for the pool, there are indoor and outdoor areas with dozens of lounge chairs for getting some sun. Honestly, that was one of it’s best features for a hotel right downtown, and I made use of the deck, pool, and hot tub throughout the day.
Strongly recommend this place for any stays in Toronto downtown!
February 18, 2015
Rated 2 out of 5 by dymichele Needs Improvement
This trip needed much improvement. Guest services offered me a queen size bed instead of a double but failed to mention it would put me in a tiny room. Which wouldn't be so bad if I didn't have to live out of a hotel room for a week. To make it worse my room would not budge past 74-76 F even after complaining about the temperature of the room. It was hot, and I mean, sweating uncomfortable hot. They sent a person to fix it, but he just said it would circulate and cool down, which it did not. I had a great experience with a drunken man banging on the door next to mine at 2am, and guest services not doing anything about it or taking their time to address the issue. It continued for about 20 minutes after I called to complain. The wifi is less than usable when it disconnects and provides low quality performance. I travel for business, so it is not helpful or reliable when your internet drops the connection every so often. I used to really enjoy this hotel, but I feel as if they need improvement to address some issues. I really like the location, and the hotel does not feel pretentious or stuffy. But they do not take pride either, or I would not be having so many issues.
February 18, 2015
Rated 5 out of 5 by AwsomeTravels2015 Great
Had a great stay over the family day long weekend. Didnt know the pool was there for Ronnie was very helpful in explaining the facilities and what to do around the hotel and are. Also the kids enjoyed the movie he provided. Ronnie was great. Check in was amazing. and the room assigned was such a great view. Because of him i will come back to see you.
February 17, 2015
Rated 3 out of 5 by qjay Disappointment
When my husband and I arrived at 3 PM on our arrival date, we were told our room was not ready and to go to the Club Level to "have a drink on me". (The person helping my husband.) We went to the Club Level and waited until almost 4:30 PM. When we went back downstairs to follow up, we were told the delay was because we had requested a feather free room, and that required a complete cleaning and spraying of the room and that was what was taking so long. My husband clarified that I only needed non feather pillows. We waited a while longer and then finally got into the room. Honestly, there was no evidence that any "defeathering" treatment had occurred or was even started. I think it was all a way to cover up the fact that our room was not ready on time. Additionally, the furnishings in the room were very old and beat up looking. It has been a number of years since we stayed at this hotel, and it was a real disappointment.
February 17, 2015
Rated 3 out of 5 by twocents2015 good enough
The location and pool was the draw. With such an opportunity to be a great hotel, the pros being they are connected to the PATH, close to good shopping and skating rink across the street at Nathan Phillip Square. It was also enjoyable and a luxury to swim outdoors in -30degrees.
What could use improving:
-Average food at BnB restaurant, which also provides room service and a poor selection for kids.
-SPG lounge has a terrible selection of Hors d'oeuvres, too many processed food items, and the only protein choice for breakfast is freezing cold over boiled eggs.
-Robes to head down to the pool and return to room would be much appreciated.
It's a decent stay but would only be top of mind if i was coming for a winter swim with my kids.
February 15, 2015
Rated 1 out of 5 by BEC12 Construction policy not met
The front desk did explain to me that there was construction going on in the rooms above me, but assured me and reassured me that it was only from 9-5. I awoke to 7 AM scraping, 7:30 Drilling, then 8 AM the hammering began. Not a pleasant experience whatsoever.
February 10, 2015
Rated 5 out of 5 by Tbradshaw Family time
A great city starvation before children go back to school. Avoided traffic by not going up.north. Great outdoor/indoor pool. Very comfortable chaises, and corner sofas. Many available. Large size pool with generous portion outside so you can relax and sit in the sun poolside. The outdoor bar is poolside which was great and has a good quality of food and beverages. The changing room was very nice, clean, lots of towels, showers, dryers, etc. everything you need to relax by the pool.
February 9, 2015
Rated 1 out of 5 by LostZeus Poor Showing
General appearance of the lobby was nice, however, as soon as I entered the room it was evident that the lobby is just a facade.
The floor was clearly water damaged, the bathroom was poorly maintained, and the television did not work.
Staff were slow to respond to inquiries and apart from agreeing that there was a problem were generally unhelpful in finding a solution.
Given the competition in this area I would highly recommend staying elsewhere for this price point.
February 3, 2015
Rated 1 out of 5 by Marie2015 Parts of the hotel definitely needs improvement
I have stayed here before and had a great stay. But when here for a week in January it was rather awful.
Food was pretty good overall. A few things were quite up to par but overall fairly good.
I was there for a conference and it was so cold in the hallways and in the meeting rooms that I was tempted to get my winter jacket for most of it. It didn't seem like the heat was working.
Which brings me to my room. I know the rooms on the higher floors are quite small so when I first saw my room I was really happy. I had a room on the 4th floor down a long twisty hallway, and it even had a balcony. It looked awesome until I actually spent some time in it. The bathroom was VERY outdated. And the room was freezing the entire time. It was so bad in the morning I would have to close the door and turn the shower on "full blast" to get it to warm up just to be able to stand being in there. Any of my co-workers who came to the room also noticed how cold it was and on the last day someone pointed out a space heater that was in the closet that I hadn't noticed. I didn't ask to change rooms as I had a lot of stuff and had already unpacked and figured it would be more trouble than it was worth. When I made a complaint while checking out it was quickly dismissed and I was told I should have asked to change rooms immediately.
Also I declined housekeeping for the extra points and had left a $20 on the beside table thinking no one would be in there but the maid came in made the bed and took it and left a Thank You note. She was still outside when I left but I didn't have the heart to tell her.
I was really disappointed as I always try to stay a Sheraton whenver possible and always have had really good experiences. Definitely a one off for the group of hotels.
January 26, 2015
Rated 4 out of 5 by Bob4444 Staff Errors
Keep your eye on your bill.
I elected to have complimentary wifi in my room as part of my upgrade - at least that what the front deak told me.
Upon review of my bill, I was not only charged for the wifi, but also did not have any credit to my SPG account.
The person at the front desk was very pleasant, but refused to apply my due credits. As I was in a rush to get to a meeting, I did not have time to debate.
I left with a bad feeling.
January 20, 2015
Rated 5 out of 5 by Jemal4 Boat show
Second year at staying at the Sheraton to attend the boat show. Excellent location for shopping, close distance for dining. Hotel is very comfortable, large king size beds. No wait for the elevators. Excellent weekend.
January 15, 2015
Rated 4 out of 5 by Boat2003 Comfortable beds/awesome pool/disappointing hot tub
The indoor/outdoor pool was extremely fun!
The beds were very comfortable...we don't usually rent rooms with only double beds but there was plenty of room for 2 adults. Probably the most comfortable beds at a hotel that we've ever stayed at!
The hot tub was very disappointing...the jets were barely working..and the clarity of the water was actually disgusting...lots of 'stuff' floating in the water. Would stay here again but avoid the hot tub unless 'cleaned'. Lots of restaurants in the hotel to choose from...we had dessert only which was delicious but very overpriced. Overall, we had an excellent stay and plan to stay here again in the future.
January 12, 2015
Rated 2 out of 5 by Steved29 Needs update
Room was dirty. under wear was found under chair. poorly vacuumed.
January 12, 2015
Rated 5 out of 5 by Jill3 Stay at Sheraton and enjoy a true downtown Toronto experience
Seamless, simple and sensational. This hotel has everything you need to stay in and everything you need right around the corner if you don't.
January 6, 2015
Rated 5 out of 5 by Minou Friendly
The Staff is very friendly and they have the most beautiful flowers
January 6, 2015
Rated 3 out of 5 by Verified Reviewer Rooms Not Available Despite Calling to Confirm
We recently booked a parlour suite and a couple of weeks later called to book an adjoining room as our older daughter and friend decided to join us for New Years Eve.
We called several days before our stay and were assured that everything was booked accordingly.
At check in, we are told that the parlour suite is not available and in order to have adjoining rooms it would need to be in the opposite side of the hotel we requested.
We ended up in 2 non adjoining rooms - not at all what we had originally booked.
This is the second time in 6 months that we have had a poor experience with Sheraton Centre Toronto and don't think we will be returning.
January 3, 2015
Rated 5 out of 5 by DLA32 Annual Family Tradition
My wife, daughter and I have booked a two night stay at the Sheraton during the Holiday Season for several years now. The staff are very accommodating and friendly. We have never been disappointed. The Sheraton is a top notch hotel and I would recommend the Sheraton to any visitor who is visiting the great city of Toronto for business or leisure. I have to mention the beds...soooo comfortable !
My family and I are looking forward to booking another two night stay in 2015.
Happy New Year !
December 31, 2014
Rated 4 out of 5 by Verified Reviewer Disappointed on booking change
It was partially my fault, I booked pay your age and decided to stay one more day ; went online to change reservation ; but did not notice booking changed to prepaid instead phoned twice to call centre and where told someone would get back to us but they never did . I am disappointed in whole booking deal
December 29, 2014
Rated 4 out of 5 by Daniel5696 Pretty good stay at the Sheraton
I stayed at this hotel this past weekend for one night, over all I thought the hotel itself was very nice, great location and staff was very friendly, the one issue we had was with the food, we order in dinner and breakfast, spent about $150 in total room service, over all food was pretty bad, there were 3 of us in the room, I think in total we order 6-7 different items, none of which were good.
Other than the experience with the food, I would definitely recommend this hotel.
December 22, 2014
Rated 3 out of 5 by travel24 disappointed
i was disappointed with the room itself and the fact that what i had requested upon booking was not what i got when i checked in. When I requested to change the front desk employee advised there was nothing she could do for me.
December 8, 2014
Rated 4 out of 5 by Spynman Bed was dissapointing
It isn't usual for a Starwood to have a bad bed, but I think I found one of the few ones. Seemed to be curved downwards on the extremities of the mattress. That said, very simple room, great location in town and the lounge is always the saving grace.
December 8, 2014
Rated 2 out of 5 by Lllllllll Good location. Disappointing experience
This hotel has a good location, but it was not worth the money. The rooms are looking old.
There was a cracking noise like bursting pipes in the rooms. There was no free Internet in the rooms, although you could sign on in the lobby.
Parking was extra, and you did not get a break on parking fees for staying in the hotel, or in and out privileges.
December 7, 2014
Rated 5 out of 5 by MalC19 Always a great stay at Sheraton Center Toronto
I've been staying here for years and the staff are always very accommodating and the service is superb.
I do recommend this hotel to all of my colleges.
December 6, 2014
Rated 4 out of 5 by riveramber hotel has great location to downtown Toronto
Has been many years since I have stayed here and it has been wonderfully refurnished and updated. The staff where very helpful and check in and check out was handled very quickly. The only let down was the slowness of the restaurant in the hotel but staff was still polite.
December 4, 2014
Rated 4 out of 5 by NGS26 NGS
Good service and comfortable bed but window curtain is so thin. Street lights are disturbing sleep.
December 1, 2014
Rated 2 out of 5 by Teztpilot The hot tub is ancient and doesn't work.
I was put directly in front of an ice machine on the 9th floor. All night long guest would arrive and talk loud and laugh while loading their ice. I was woken up 5 to 6 times as late as 4:00 am. The pool area was nice with the ability to swim outside but the hot tub was a health risk. It was old and had poor filtration. Debris was floatiing in it. Disgusting. The hot tub was a poor man's back yard model. All in all this was one of my worst stays in my 500 trips to Toronto. It is at least in the top ten.
December 1, 2014
Rated 4 out of 5 by Doon Excellent Service
Once again the staff at the Sheraton Centre downtown Toronto has exceeded my expectations. I especially appreciate the kindness Of Bless the club lounge hostess.
Many thanx for making me feel right at home.
November 30, 2014
Rated 1 out of 5 by pasq1 No Fridge
I can't believe in this day and age that your rooms don't have a fridge and microwave. Also what's up with the extra fee for wifi. I cannot recommend this hotel for these reasons. It's like offering a black &white tube TV. Get with the times.
November 28, 2014