Rated 3 out of 5 by Pemisan Lost my reservation
When I arrived, staff could not find my reservation due to phone lines and Internet lines being out of service. It took an hour to finally check me in.
February 28, 2013
Rated 4 out of 5 by RLT1 Long wait times
Check in was long with line ups
Valet to retrieve the car was exceptionally long. They indicated 20mins but it actually took 1hr which is unacceptable.
December 3, 2012
Rated 1 out of 5 by deb68 Disappointed
My bill was supposed to be e-mailed to me and I never received it. For two weeks I have left messages and have not received anything.
November 11, 2013
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.
July 18, 2013
Rated 3 out of 5 by disappointedGold Fitness Center and Pool - not so much
Temporary fitness center is cramped, crowded. Pool shut for renovations. Takes a long time to make Gold level, and then there is almost no difference.
December 1, 2011
Rated 2 out of 5 by JLambe Terrible Service
This hotel has terrible service and has serious issues even answering BASIC questions for guests. How can you get no answer for room service at 9pm???
March 27, 2013
Rated 5 out of 5 by TopStarGuest Excellent Service at the Club Lounge
The staff is friendly, courteous and always at service.
From the Lobby to the Club Level - this property consistently excels at customer experience.
March 28, 2013
Rated 5 out of 5 by Brad Lounge
The saff @ thre lounge on the 43rd floor are outstanding, they personalize my visit and certainly cater to my needs as a Business Traveller.
February 22, 2013
Rated 4 out of 5 by xboxbigbeard Club lounge
The food in the club lounge is good. They have a fixed menu and a few suprises some day. evening snacks is good especially the meat balls on monday.
June 7, 2012
Rated 4 out of 5 by Bob6397 It was COLD!
Our room was very cold (hey, it's Canada! October!! Where's the heat?) Explanation: A/C was still on. Please wait, heat will be on in a few days...
October 20, 2012
Rated 2 out of 5 by Disappointed101 Toronto city of tourism and conventions?
Upon arrival off the very busy streets of toronto we were greated with honking valet drivers and no place to even stop to get our bagagage. After we reached the entrance, no bell hop/no trolley was offered for our luggage. We were two of hundreds attending very expensive staff party.The line to check in was forever long, reservations that were confirmed were reversed for some attendants without one blink or consideration. It was a put up or move on situation for some attendants. The staff was orgainzed confusion; with nothing more then a voicemail to call for answers. For a hotel that holds conventions and large scale parties; I was beside myself at the lack of management available, and the big city attitude to accompany the front line workers. When I went to the bar for a drink i also ordered a soup and there was a fly in my soup, they refunded the soup, but the damage was already done.There were homeless people approaching some attendants at the party on hotel property, one man almost snatching a ladies clutch purse.......not safe! The room was descent in size and clean,and the bed comfortable..... I will give them that. Keep looking!
December 7, 2011
Rated 5 out of 5 by LOFTsteve Great Experience
Stayed for 2 nights on a business trip, great service and location, excellent workout facilities. Bed was comfortable and room well accommodated.
September 24, 2012
Rated 5 out of 5 by Neenee Comfortable & convenient
This was a theater package purchased and the whole experience was great. The room, theater tickets and the meal @ the Hard Rock cafe. Recommend.
February 25, 2013
Rated 3 out of 5 by wondermom35 Poor problem solving by management
My reservation got booked incorrectly and upon arrival, I discovered that I was scheduled to check out a day earlier than my flight left Canada. The woman checking me in attempted to extend my stay, but needed a managers clearance and assistance due to full capacity of the hotel. A manager could not be found, but she left notes in my file of the issue and assured me it would be handled promptly. After no resolution after several hours, 5 to be exact, I contacted the front desk to be told that at this point of the evening, my room type was completely sold out for the next night. I would have to check out the next day and hopefully check into a different lower level room after 3 pm. Not an easy task, as I was there for business and had meetings from 8 am to 3 pm the following day. It was extremely INCONVENIENT to have to switch rooms in the middle of a 2 day stay. I felt that my problem was IGNORED and had a manager tried to address it sooner than 5 hours after my check in, a much less inconvenient outcome could have been achieved. I doubt I will stay at this hotel when I return in July 2012 for the conference I was there to plan this trip.
December 1, 2012
Rated 2 out of 5 by Deb3 Room quality poor
The bathroom floor in my room was dirty and the shower didn't work....the fan was very noisy....it was very disappointing considering the cost.
June 5, 2013
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.
May 30, 2013
Rated 5 out of 5 by Auntie This hotel is great with a lot of amenities.
This hotel is great and an ideal place to stay. The shops and restaurants are inviting places to visit. The hotel staff was very accommodating.
August 9, 2012
Rated 5 out of 5 by Jacko Always a great stay
This hotel is in an excellent location. It is exceptionally staffed, and always offers a fantastic rate compared to similar hotels in the area.
September 22, 2012
Rated 3 out of 5 by wiinis Morale
Rude bellhop and unkempt housekeeping. They did not clean my room today.
This was after the bellhop gladly took my 500 tip from car arrival.
May 31, 2012
Rated 5 out of 5 by Khundon No doubt this is a 5-star hotel!
Friendly & professional staff. Prompt service upon request. Great location. Complete meeting facilities. Superb customer service. Great food.
September 25, 2012
Rated 5 out of 5 by Golfer12 Staff
This hotel has the most accommodating and friendly staff. Always a smile and friendly conversation. It is always nice to be welcomed by name.
August 10, 2012
Rated 4 out of 5 by PattyMarie Fix the TV in Room 4224!
This is my 2nd time staying here where the TV did not work. It is frustrating and an inconvenience if I want to catch up on a specific show.
July 4, 2013
Rated 5 out of 5 by Jake13 Great Hotel, perfect loctaion
The hotel was clean, comfortable and accomodating. Great spot located on the path, pretty much wihin walking distance of everything downtown
March 1, 2013
Rated 5 out of 5 by gsl2101 Great staff and location
Staff are exceptional. Blesilda from the club lounge; Bonnie from Bistro on Two; Marilyn and Steve at front desk; all have been exceptional.
March 23, 2012
Rated 2 out of 5 by Flybynyte Terrible checkin
The last 2 times I have used this hotel I have run into 20-30 min check-in lines. Put more staff on when you have 40 people waiting in line.
June 3, 2012
Rated 3 out of 5 by nanz Poor Customer service
Non-responsive servers in the Bistro. Waited 20 minutes without being acknowledged. I have never gotten up and left anywhere, but I did here
October 15, 2012
Rated 4 out of 5 by rainstorm General
As an elite spg owner I didnot care
for the registration process.
As a hotel guest I didnot care to receive
union propaganda under my door.
September 18, 2012
Rated 4 out of 5 by roundrev good visit
The room was little cold, but I did not report it to staff.
Breakfast at the new restaurant was disappointing, and the price was outrageous.
October 2, 2012
Rated 3 out of 5 by Wcbo invasion of my privacy
Cleaning woman entered without notice or permission.
January 14, 2014
Rated 5 out of 5 by Maurob Great Hotel
When I'm in Toronto my preference is to stay at this location. Staff have always been great, location is fantastic & rooms are accomodating.
January 3, 2013