Rated 2 out of 5 by Verydisappointing Extremely Disapointed
My family has been staying at the Sheraton Centre Toronto for over 30 years. We were so looking forward to spending my 40th birthday with the Sheraton Centre unfortunately it as a huge disappointment. First off, our room had stained carpets and water damage on the tv stand and dirty walls. I went and paid $60 extra to upgrade to the club level. We were not told that the upgrade would include the identical room only with a wet carpet under the air conditioning which got my wife's purse wet and the addition of an unstocked fridge that was not included in the previous room and continental breakfast that was very disappointing as well. I called guest services and waited on hold for 15 min while i was transferred to the manager. I was told that out $60 would be compt which it never was and then house keeping knocked on our door at 8:45 am wanting to clean our room. Will will not be returning to this hotel and will never recommending it to anyone. So disappointed
August 23, 2014
Rated 4 out of 5 by Noble1 Great Hotel and Staff
Great check services in by Anastasia, Club Lounge is always a highlight with friendly attentive service by Joanna and Davit who take great care of me, comfortable hotel and room with convenience to all shopping without having to go out into the snow. Also Ronnie on front desk provided prompt resolution of a problem. The hotel provides all of the comfort and amenities a guest could need.
Had an issue with heating system in room which required a 2am Maintenance call and the hot tub was broken throughout the stay. These were unfortunate occurrences but overall I always enjoy this hotel and will return on my next visit to Toronto. I am hoping the hot tub jets are fixed during the down time.
Thanks for the service from your staff, look forward to returning!
January 1, 2014
Rated 1 out of 5 by AD66 Tired and way over priced
I stayed at this hotel due to it being downtown with access to the underground network. My stay was terrible I had the worst sleep in any hotel I stayed at, I had the service elevator next to my room that went all night, the furniture is scuffed and tired, the bathroom is tired, I had to sleep with ear plugs and did not wake up rested at all. All of this and $CAD500 per night, nothing like gouging for PDAC, if they are going to charge exorbitant rates they need to at least back it up with half decent rooms. Shocking for the price, it is not even a $200 per night hotel, they exploited the fact it was PDAC but they wont get any business from my company for the rest of the year, this was not a last minute booking either, it was made 6 months prior to my stay.
March 12, 2014
Rated 4 out of 5 by Mellow123 Great service!
Our room was clean and the check in process was all very streamlined. A bit miffed at the price to park, but it is downtown TO, so that's just what you get. Was SUPER impressed with the service though, lots of smiles from all the staff and they gave us a super early check in (12pm) as we were coming in for a show with a four year old! That gave us the chance to settle for a bit and get cleaned up after the four hours of driving. Wish wifi was cheaper/complimentary, but we did access it in the lobby to FaceTime family good night :)
December 28, 2013
Rated 3 out of 5 by Corrie1950 Comfortable, clean but amenities need work
My room was clean and comfortable and it was a great location. The staff were pleasant and generally helpful but I asked for a 7:30 am wakeup call and wasn't called until nearly 8:00, certainly an issue for getting to my meeting on time. Plus, the TV service was really poor. The picture was excellent when you could see it; there were regular digital breakups and "no signal" messages and the remote functioned really poorly. I was not able to watch the morning news at all. A small thing but not what you expect from a high-end hotel.
December 10, 2013
Rated 4 out of 5 Hotel stay was fine but charges not accurate on bill
I checked out by calling front desk and they told me just room charges on bill and would email. I received 3 different emails with additional charges on receipt for phone calls (which I didn't make). I called hotel and asked to remove incorrect phone calls and email me new receipt. Never recieved updated receipt. There is too much hassle to stay at Sheraton. You receive 3 incorrect emails with receipts, constant emails for survey but can't get the updated receipt. I'm a business traveler and this process is way too time consuming.
November 19, 2012
Rated 2 out of 5 by Marlam58 SPG recognition problem
Our understanding about platinum status is that we are to receive the best upgrade available at the hotel when we are staying there. My wife asked about getting a fridge in the room on the Club Level and was told there would be a significant charge per day for one. Then we found out that another member of our group, staying at the hotel at the time,who checked in later the same day, who is NOT platinum, stayed in a two room suite with TWO fridges for no extra charge at all. She told my wife that she received this upgrade because she "batted her eyes at the attendant" . We are faithful SPG hotel guests which explains our platinum status. If no suites and fridges are available we understand but if they are the platinum guests should come first ! I have just begun extensive travel for business in South America and will be in charge of group bookings. After this upsetting experience I may have to reconsider my plans.
August 17, 2014
Rated 2 out of 5 by HHN2012 This hotel does not honor requests of SPG members
I have asked for a room at a high Floor and away from Elevator and I was told that all rooms are booked and I was given a room at a low floor and exactly near the elevator. I was hearing the elevator bell and door open and close with the floor announcement every night. During check out when I mentioned my compliant, staff mentioned that this is a corporate hotel and priority is for corporate members. I am an SPG member and I have stayed at other Sheraton hotels and much better experience. I will not use Sheraton in Toronto again.
October 27, 2012
Rated 2 out of 5 by suegee There was a problem the night I stayed
When I checked in, I was pleasantly surprised that I was given free local calling and internet as they are not usually included with my corporate rate. But I wasn't told I was getting these because none of the TVs in the hotel were working.
After a long day of the Polish Festival with relatives, all I wanted was to climb into my sweet sleeper bed and watch a couple of hours of TV. So very disappointing that the staff did not provide this information at check in -- I wouldn't have spent half an hour trying to make the thing work.
September 17, 2013
Rated 4 out of 5 by Dennis65 Check in was difficult
When I made the original reservation I mentioned that I had a gift certificate from my daughter. Apparently this threw everything for a loop on arrival. The reservation was made but there was no room rate and much discussion took place in the back office with "the manager".
We were left standing looking like we had done something dastardly or illegal. While we stood there I heard others being told they had free wifi or an upgrade etc. While I have a SPG card, it meant virtually nothing and nothing out of the ordinary was offered.
In the end we received a room rate of $195, a discount form $249. But the embarassment and wasted time was not worth the $50. I will advise my daughter to never buy a gift certificate again, it seems to confuse such a large organization.
April 25, 2014
Rated 5 out of 5 by Sakura2 21st Surprise birthday
My 21st surprise birthday given by my family was indeed a memorable one.
We were all treated like a very important people, we stayed in other starwood properties, but the staff at the Sheraton Toronto Hotel were amazing, starting at the Front Desk with the help of Steve and Lily. The Room Service staff Alam surprised me with an amenity delivered to our room. Priscilla our room attendant and all the club lounge staff were also very friendly and helpful. Our high regard to Lily and Alam , who did a bit further for our great stay.
July 15, 2012
Rated 3 out of 5 by rmc2012 Difficult Customer Service
The room on the outside looks nice, however, a few problems occured during my stay. That's okay, if they can be resolved, but unfortunately, they weren't - and it was only examined when further escalation was made:
-Light bulbs blown out in the room
-fan on HVAC system wasn't working
-mattress in the room is sagging on one side (overuse?)
-coffee and creamers not replaced regularly in the room
For the first two items, I called the front desk. I was told that they would send someone to fix these problems. Two days later, the problem still wasn't fixed. I called again, but this time asked to speak with a manager. The person on the other end of the phone asked what he could help with. When I asked if he was a manager, he said that he wasn't. I told him that I was escalating a repair incident that still had not been fixed. Before he would transfer me, he required that I explain the full problem to him. Very annoying and frustrating.
August 18, 2014
Rated 1 out of 5 by johndimitrakakis Just Simply Poor
Where do I start? First of all my mattress was broken with flat springs in certain areas of the mattress. My second issue was the smell of the room. It was clearly never properly deodorized from smokers in the past as it had a musty feel and smell over all. My final issue which i have never experienced at any hotel was the heating situation and lack of proper ventilation. The room was so hot it was borderline obnoxious. This was also the same deal with one of my colleagues room. This made the room extremely hard to get a good nights sleep. This caused sinus flareups and constant sweats. I plan on visiting Toronto many times over the next two years and at this time I do not think I would return nor would I send any of my colleagues to your hotel at this time.
December 12, 2013
Rated 5 out of 5 by RonRochester This is THE place in Toronto
I have stayed at the Sheraton Centre many, many times, since I was a kid. It's like an old friend. The rooms are always large, clean and in generally good repair. Some minor details may need updating (hallway carpeting), but they did not affect the overall experience. Despite being busy with a Lions convention, the staff still made each guest feel as if they were the only guest. I loved having Shopsy's right at the hotel! The Sheraton Centre will remain my address when I visit Toronto.
July 4, 2014
Rated 3 out of 5 by GM1234 Hotel is nice, but needs some work.
I have always enoyed staying at the Sheraton. The hotel exterior has sure improved but the rooms (we were on the club floor) need some updating.
September 2, 2014
Rated 5 out of 5 by Marrick Very Personable Staff
I spent one month at this hotel while conducting business in the Toronto area. My experience at the Sheraton was VERY positive. What stood out, was the staff. For example, Blesilda accomodated the food requests of my children when the stayed at the hotel for a family visit. My son has food allergies which Blesilda took not of. She then ordered various foods he could eat without triggering a reaction. The help was all strongly appreciated.
July 29, 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 JanPaul Where to stay for Toronto Boat show
We stayed in the hotel overnight so that we could visit the Toronto boat sow. The rate offered in conjucnction with the show was very good. With a shuttle available to transport us to the CNE grounds the hotel was in a perfect location to give us access to the downtown night life, shops and eateries.
The only complaint we had was that the mattress on the King size bed was in need of replacement. All in all the room was clean, roomy and well equipped.
We will be back and would recommend the hotel to anyone visitning Toronto.
January 13, 2013
Rated 5 out of 5 by rroory This hotel is the Best Hotel in Toronto!
I just wanted to share with all who are thinking about booking The Sheraton Toronto; it is an amazing hotel and you will not be disappointed. Beautiful property, great rooms, wonderful staff and do not leave home without your bathing suit as this is the Most Outstanding Hotel Pool in the city. You can swim indoors and outdoors in winter and summer. Hotel Sheraton offers everything. I have stayed here multiple times and just love it. Have even booked the hotel for my daughter's Birthday party. Love it! And I travel globally.
March 23, 2012
Rated 1 out of 5 by JP144 Disappointment
This is a very ugly and poorly laid out hotel. The staff were trying to be helpful but the facilities were out-or-date and the rooms were poorly decorated. Very old fashioned - dark browish plaids that matched other depressing decor in the rooms and hallways. No fridge - television worked erratically - no newspapers in the mornings. Restaurants - dark and very very overpriced for any kind of breakfast.
A VERY DEPRESSING HOTEL AND I WOULD NEVER STAY THERE AGAIN DESPITE LOCATION!!!!
July 5, 2014
Rated 3 out of 5 by JimSC ISSUES
We reserved a King bed, but received a small room with standard bed. Moved to two double bed room after complaining. Sold the club package with internet service, but thought there were snacks during the day, but received a less than stellar breakfast bar and very light snacks at limited hours in evening. Cappuccino machine worked only half the time and continually had to new internet package to obtain internet. Not worth the additional charge per day. Very disappointing.
July 12, 2014
Rated 4 out of 5 by Alison03 Room temperature
I found both my room as well as the meeting room to be very cold. During the two day conference, I had cold air blowing down my neck. I even saw other participants wearing their coats! I asked the conference coordinator several times to arrange for heat but nothing happened. As for my room, the thermostat was set at 71 degrees which was way too cold especially for my elderly parent. We tried adjusting the temperature but the heat only kicked in at night. As a result of this, I ended up returning home with a very bad cold.
December 19, 2012
Rated 2 out of 5 by unsatisfied1 Uncommon Bad Experience
I should write reviews when the experience is good, but given that very little was done (discount, free stuff, coupons, complimentary room service, bonus Starwood points, etc etc) to acknowledge the issues, all is fair and this Time, Sheraton Downtown Toronto will have some due diligence to govern themselves with, by way of this review.
1. The room was frigid, and even half way through the night, it was impossible to get it to a comfortable temperature.
2. I didn't know the room service menu was on channel 3. Only after calling help desk, and on my out of the room noticed the card that explained the channel 3 rules had fallen behind the t.v.
3. The bathroom was not clean from the pevious guests. No joke.
4. Had a meal at the BnB bistro, once I finally got seated.
February 7, 2013
Rated 2 out of 5 by Jbattle2 Not Getting Better
I have stayed here on several occasions over the last 10 years. I find it a little more disappointing each time. The rooms are getting tired, they need sprucing up and modernizing. I like the location of this hotel, the office I visit is across the road, but I find it rather noisy, not due to guests but more due to ambient noise.
A small group of us had drinks in the Hotel's Bistro, the service was poor and aloof (this is not the first time that has happened), the wine and beer list limited and uninspired. Check in staff are always great, I once emailed the manager to compliment a couple of helpful staff but never heard back. Guess the staff don't need to hear compliments from customers?
There are better choices for hotels in the area I feel. Hard to beat the location though.
May 17, 2014
Rated 4 out of 5 by Tradeshow2014 Special Attention
I checked in for business purposes, and found Tammy at the front desk to be particularly helpful in making my stay comfortable by accommodating some simple requests, and even calling me to make sure I was comfortable. I appreciated her personal touch.
August 25, 2014
Rated 4 out of 5 by mouse42 Amenities were good, Keys were a nuisance!
We stayed at the hotel for two days and our only complaint was with the keys. We returned to our room twice to find the keys (both) not working. Had to call the front desk both times to have the keys reset. Second person 'cleaned' the lock and we had no further problems. He offered an upgrade to the Club Level for our trouble but we had already upgraded our room when we booked.
Hot tub jets were very weak and water was murky. Pool was neat with the indoor/outdoor feature and it was nice to have a dedicated lane area.
March 24, 2014
Rated 1 out of 5 by kj123 Not A Great Stay
Although I had reserved my room over a month and a half earlier, the hotel was unable to fulfill it's commitment to a King bed, not even a queen size was available, had to settle for two double beds. Room was within 15ft of the elevators, and the hotel does not turn off the elevator bell during sleeping hours. The deal breaker was, not being able to cool the room to set point, in fact the room temperature went to 28C with no control. Absolutely terrible stay. Very disappointing for a hotel with this supposed reputation.
December 3, 2013
Rated 3 out of 5 by Hayleyg Vending machines/room
I have stayed at this hotel previously and was dissapointed this time. Our hotel room smelt HORRIBLE!!! We had to keep our window open which then caused less sleep due to the noise outside by the construction.
I tried 5 floors to get a drink from the vending machines and they were all empty.
When I called room service to get wine glasses, I had a rude girl answer the phone and did not want to assist me until I said that I have been dissapointed and then called back to try help. Frustrating because we were trying to make other arrangements in the meantime when she could of just helped us the first time.
The hotel is a great location and I do like staying there. But, this time I was dissapointed.
I hope next time I stay there, it is not the case.
August 23, 2013
Rated 4 out of 5 by Nowser Great Stay but no SPG benefits
I must say I love the location and the amenities of this hotel. Though on check in nothing was brought up to me in regards to being an SPG member. I have never had to pay for wireless/wired internet before at a Sheraton but when I signed in I had to. After paying I asked about the fact that I always got free with SPG card. They said they couldn't change fee now due to the fact I already paid.
Other then this extra charge I was very satisfied, however I thought they would take care of their members. Hopefully next time.
December 4, 2012
Rated 3 out of 5 by AllenDOS Room Problems
During my 5 days the hotel safe, the key card (you had to click it a min of three times to get in the room), the shower leaking/drain didn't work. Yes it was all reported during my stay...
August 28, 2014