Rated 4 out of 5 by DivaGG Great hotel but starting to show its age
I used to stay here often but haven't in quite awhile. Location is great and Marilyn at the front desk was an absolute rock star. Super helpful and went above and beyond. Big kudos!! Considering there were a couple of elevators down due to the technician's strike, I never had to wait long which was great. Also a special thank you to Housekeeping who found the shirt I had left there. Excellent excellent service.
The only issues I had were the following:
* The AC unit in the room was behind the drapes so I had to choose open window with AC which didn't cool the room down or closed drapes with bottles of water holding the drapes away from the unit.
*I had requested a fan in the mid afternoon but only received it after a second call that evening. Room never was cooler than 24.5
Staff was very pleasant as they have always been but the hotel is starting to show its age. I just can't help but feel that it's past its prime. Not sure if any renos to the rooms are being considered but hope so.
July 2, 2013
Rated 4 out of 5 by Lisa40 Room too hot to be comfortable.
Everything was great except we couldn't stand being in our room. It was hot and stuffy and unbearable. My children slept while completely drenched in sweat. Luckily they slept though! Never experienced that before and I've stayed in this hotel many many times. First time in the Richmond tower though.
March 12, 2013
Rated 2 out of 5 by Traveller2020 Inconsistent
Check in was great..
TV did not work properly the entire week with no apologies. I was forwarded once to the duty manager but no answer.
The "Guest Services" line is poorly staffed and goes unanswered sometimes or long holds at other times.. Very frustrating.
Needs to rebook at their customer focus..
May 4, 2013
Rated 4 out of 5 by GVLreview Some highs and some lows
Tough call this review as the hotel had some moments of excellence and others of very average. The highs were as usual with SPG hotels, sleep comfort and bed. However when some joker lets off the fire alarm at 02:30 in morning and you evacuate the bed comfort gets ruined with broken sleep. The evacuation was efficient though I don't like the stand by your beds message when you are told fire maybe 3 floors lower. I made my excuses and left.
Club lounge has some excellent staff. The breakfast is not worth the difference in room rate. Evening complimentary horrs d'hoevres were fine. Small improvements were suggested to staff but the ' we have always done it like this ' seems to be stock answer. the guest liaison staff ( Anita) went well out of her way to help sort some issues out. They were not big but again it seemed jobs worth rules stopped enjoyment.
What amazes me was clientel who did everything they could to bend rules. Stuffing muffins in their bags, loading up with 10 bottles of water Some very rude people around. Hotel make up changed a lot over weekend. Business folks during the week. Freeloaders at weekend. Oh well.
So yes I will come back, yes hotel is ideally located for bay street business, staff ( with exception of front desk) are friendly and have time for you.
Rooms are a little tired, bathroom could be a bit spruced up. These n.american tubs are no good for a bath so why not dispense and have a good power shower ?
Wi-fi as part of package is essential as outside costs would be silly nowadays.
So the incosistencies are i guess why this hotel that should be scoring 4.5 to 5 is failing to reach 4.0
July 26, 2014
Rated 5 out of 5 by Doon Sheraton is always like coming home for us!
We stay at the sheraton everytime we visit Toronto, we are always welcomed with a friendly staff member.
The Club Lounge is my favorite place to relax,
Bless, the guest host is especially helpful and extraordinary, she is exceptional in what she does. Truly a great example for others.
March 25, 2014
Rated 3 out of 5 by naaz Club lounge
I like the club lounge most. The staff in the morning breakfast is awesome. Smiling , greeting and helpful. Blesilda is awesome in greeting that makes the begining of your day awesome when some one talk to you smilingly in the morning. The staff during the breakfat dont remember the name is so good.
June 14, 2013
Rated 3 out of 5 by Charlie Great Location
This hotel is in a great location but the rooms are getting quite dated. The bathroom counters are very small and some sinks in the suites are very tiny. The towels need to be updated as they are getting flimsy and worn. The beds and pillow for the most part are very good. Very good fitness facility
February 17, 2013
Rated 4 out of 5 by Bobdog This hotel has great service
Rooms were dated with bathroom needing a refurb but rooms were clean and comfy
July 1, 2014
Rated 4 out of 5 by Holly24 hotel was good
great facility, however, there were several small things that should have been taken care of that were not. long lines in the lobby for check-in and questions. staff was not informed and made up answers rather than just saying they didn't know, but would get me an answer. service was disappointing.
August 22, 2013
Rated 2 out of 5 by Sweete54 Sheraton Center
I have been coming to this hotel for a few years now. Staff are friendly and room are comfortable however this past stay really disappointed. Internet is slow and wi fi drops every ten minutes or so. Also no water in my room. Perhaps benefits for platinum members have changed. Otherwise an ok stay.
August 21, 2013
Rated 2 out of 5 by mds52 staff need retraining in basic customer service
a few of the staff are excellent, some are quite good, but too many have an attitude, are oblivious to how to talk to a guest, and they want to be right as opposed to listening to what the guest is asking for. The hotel has a communication breakdown between departments and lack of proper follow up.
January 3, 2013
Rated 5 out of 5 by dollaroff Excellent service
Hotel provided excellent service during my stay over Labour Day. There was an issue with the phones/internet during the weekend (water flooding the server room) and the hotel kept all of the guests informed and provided them with an added bonus after the end of the stay which was above and beyond.
September 12, 2012
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.
December 3, 2012
Rated 4 out of 5 by Run1spot Good Service...
My housekeeper went out of her way to anticipate my needs. I ran out of toothpaste during my week long stay and she was thoughtful enough to replace my toothpaste and provided a new toothbrush before I even asked. It is the little things that go a long way in my book. Good solid customer service.
October 26, 2013
Rated 3 out of 5 by Jackie333 Hotel is too busy.
The alarm clock in the room went off in the middle of the night. The staff should check in advance to make sure that the alarm is not on. I left my blackberry charger behind. I called right away, but no effort was made to find it.
WhenI arrived I had to wait quite some time for the valet parking.
January 30, 2013
Rated 5 out of 5 by SJW87 25th Anniversary
We had a perfect 25th Anniversary celebration at the Sheraton. They surprised us by an upgrade to a suite and gave us Club access to commemorate the milestone.
Buffet breakfast was amazing in BnB.
Special thanks to Tammy at check in and Anil in BnB. The service and recognition was the best!
February 9, 2014
Rated 2 out of 5 by Razz unacceptable
We stayed at this hotel because it was the “Official Race Hotel” for the Younge street 10km. We arrived and no valet was available. Nana checked us in but had no information about the race. We had booked the shuttle to the race only to find out race day that we had to get to Ontario Place to get on the shuttle. Our room had no bar fridge ~ what a disappointment. The desk in the room has huge water stain marks on it, there was a huge stain on the floor between the two beds and the bed ruffle had stains on it. These all gave the impression of uncleanliness. Not an acceptable feeling. The bed closest to the window ~ the side closest to the window ~ you get in and roll right out! We ended up sleeping sideways! Totally unacceptable! We didn't check in till close to 11pm, we were tired and had to race the next day. We would not recommend this hotel. The Sheraton has a good name and we expected a "much" better experience. Please don't rent this room ~ 1739 ~ until these problems are addressed. This is really unacceptable.
April 14, 2014
Rated 3 out of 5 by Margaret10 Poor heating system
Common areas were extremely warm and the room had no method to cool down the air. System threw heat the whole time, even with the thermostat turned to the lowest.... Towels were not fresh....Breakfast was over-priced...-paid for next level room; but, was provided a standard room, at check-in
December 5, 2013
Rated 5 out of 5 by JoeyR7 Customer Service is great
My 1st choice hotel for everyone time I travel to Toronto. Friendly customer service from reception to the hospitality staff.
Especially the Club level staff is friendly and most of all Blesida remembers my name everytime I visit!
Thanks for making it always a great stay. See you next week!
August 27, 2012
Rated 3 out of 5 by TAS16 Cold in the Spring
Our room was 64 degrees F and the thermostat did not generate heat. We were told by maintenance that the heat was turned off for the Summer and they brought us a space heater that did not help. Also the circuit blew and bathroom power went off while I was drying my hair with THEIR hair dryer.
May 8, 2013
Rated 5 out of 5 by TopStarGuest 10/10 experience every single stay
Thank You to Amod Dixit, Blesilda Pagaoa & the Club Lounge staff for making my trip extremely comfortable.
The hospitality at Sheraton Center Toronto works like a symphony every time I stay there, and the staff always goes above and beyond.
May 9, 2014
Rated 3 out of 5 by Maitland70 Questionable
This is my second time at this hotel and again I found this hotel not meeting my needs.
Escalators not working, getting stuck in elevators with no A/C, long lines for check in and front desk service. Charges to my bill after check out are really the icing on the cake at the Sheraton Centre.
June 24, 2013
Rated 2 out of 5 by Guinness ROOM 1044
As frequent guests at Sheraton, Queen St. West, we were extremely disappointed with the standard of Room 1044. A vent located close to the ceiling was partly covered with masking tape. The surrounding wall and ceiling areas were black. A substandard room and not at all worthy of price paid.
November 9, 2012
Rated 5 out of 5 by Theluck Excellent stay !!
At stayed at this hotel for a week-end gateway, everyone I dealt with was really courteous and friendly (front desk, valet, staff at the Bistro and everyone at the Club lounge). One good note to Housekeeping staff, they were greeting when met in the hallway instead of ignoring us, Great !!!
December 19, 2012
Rated 4 out of 5 by TOvacat Great hotel in great location
We stayed for 5 days, check in was quick and efficient. Found the hotel to be clean, staff very friendly, location ideal. Near Eaton Centre, Entertainment district, Rogers Centre, etc. ... all places we planned to go to. Didn't use the pool, but our room overlooked it and it looked amazing.
August 20, 2012
Rated 3 out of 5 by Coady Mr
I was not impressed when I checked into the hotel as they didnt have my room ready of two queen size beds that I requested. Then the guy on the front desk decided to up sell me on another room for $50.00 more rather than offering me that for the same price because of the hotels mistake.
January 20, 2014
Rated 4 out of 5 by Tamstaff Very Expensive
From the gift shop to the coffee bar, the prices are outrageous! The restaurant, BnB, is also pricey and the choices on their menu is limited.
I was very impressed with a phone message from a manager on duty the morning after having to call the customer service do to very noisy neighbours.
October 31, 2012
Rated 5 out of 5 by Rick61 Next best thing to home
We returned to Ottawa yesterday following a two-night stay at the Sheraton Centre.
This was our third stay at the hotel within the past six months.
When we stayed at the Sheraton Centre in February, we arrived to discover that the booking we had made through SPG had not been recorded. Nevertheless, the front-desk staff found a room for us on what appeared to be a very busy day.
During our most recent stay, the front-desk staff amended our booking so that we could stay in a self-contained suite, rather than a junior suite, after we inadvertently booked the wrong type of room.
Being early risers, we have, on several occasions, shown up at the Club Lounge at least 30 minutes before the scheduled opening in the hope of grabbing coffee and tea. Despite the hour, we have always been welcomed and were able to get takeaway tea and coffee..
We have been staying at the Sheraton Centre for more years than we can recall. We will continue to do so and we look forward with anticipation to our next visit.
April 10, 2012
Rated 5 out of 5 by Caspiana Comfortable. central and great customer service
The room was very comfortable. The staff was very friendly and helpful. The hotel is centrally located close to everything we wanted to see from theatres, to great restaurants to the new Ripley's aquarium. The underground pathway makes many places reachable without going outside.
March 2, 2014
Rated 3 out of 5 by Mokaman Old Hotel that Looks New
The hotel lobby facilities and Sheraton Club lounge were first class and so was the service. However, I was disappointed with my room. It was old and worn out, and included a blocked sink. Food and beverage were below expectations.Not what you would expect to get as a SPG Platinum Member.
October 22, 2011