Rated 5 out of 5 by Elisabeth36 Great Customer Service
I stayed in Toronto for a conference and found the hotel staff to be simply excellent. They went above and beyond to help me, since I was away from home and my 7-month-old baby. I pumped breastmilk for the five days I was in Toronto and the hotel staff provided me with an in-room refrigerator and freezer at no additional cost. When I checked out, they made arrangements to store my frozen milk in the restaurant freezer until I came back in the evening to pick up my luggage and leave for the airport. Simply wonderful. The only minor negative experience was the room service, which took over an hour and the food was no longer warm. But otherwise my stay was wonderful.
October 17, 2012
Rated 3 out of 5 by localguest114 not a quiet night!
checked in about 10:00pm and requested additional bath towels, stayed in room 697, I was staying as a single female on a reduced rate because my husband is currently undergoing chemo at Princess Margaret Hospital, I was assigned a room at the very end of the hallway beside the stairwell, would have not been my first choice but I didn't ask before taking the key. Arrived in the room, windows did not open as stated on the website, all windows have just been replaced I was told, maybe they could update the website. Not always concerned about opening the window but after spending so much time in the hospital for several days fresh air became a priority and I had hoped to relax in the room with room service and a drink by the window. Not meant to be I guess so I went to the BnB Bistro and had a meal and inquired about going out the pool area to sit outside. I was told the pool area was closed and no access at night. I found an outdoor garden area and the waitress put my drink in a coffee cup so I could take it outside - it was nice to sit outside and that was the best part of my stay. I came back to the room after 12:00 midnight and all I could hear was a screaming kid - if I hadn't heard the kid screaming in the lobby while I was eating dinner, I might have called the police thinking the child was being abused - screaming like I have never heard before and they were on the opposite side of the elevators, more that 20 rooms between us. No fault of the hotel, just bad parenting for not getting the child settled.
Went back to the room for the night, no extra towels yet and found that the metal cover (for a water shut off tap I think) has completely fallen apart and was sitting on the floor in pieces, clean towels hanging very close to the dirty shut off tap. Toilet kept running after flushing and didn't seem to quit all night. Also heard some buzzing sound coming from the room entrance area, turned off all lights and the a/c but buzzing continued all night - too wiped out to even complain so just put up with it but didn't sleep very well despite a comfortable bed. I have more reservations for this hotel but not really sure if I will keep them. I appreciate the discounted rate but not at the expense of a nights sleep when really needed.
July 19, 2014
Rated 5 out of 5 by Backbeat Great staff,
If I could give it a six stars for customer service on the survey I would.
July 14, 2014
Rated 3 out of 5 by penny8498 A Lot Left to be Desired
I stayed overnight at this hotel for a conference and I wasn't impressed. There was a hairball in the corner of the bathroom on the floor, dark hair stuck to the shower walls, and hair clippings as if someone tapped an electric shaver on the counter. The room was stuffy and too hot with no relief from the one tiny window or the thermostat which did not have a cool air/fan option. The carpet was stained and dirty-looking as was the fabric seat on the chair in the room. It was also disappointing to see that the room had no free wifi. The charge for internet access in the room is ridiculously high for a 12-hour period.
February 22, 2014
Rated 4 out of 5 by HK57 great conference hotel, expensive WIFI
I attended a conference at the Sheraton Centre in downtown Toronto - it's a great location and the staff were exceptionally friendly, helpful and efficient. The hotel is near museums, restaurants and excellent shopping. There is also a lot of live music in a very safe and friendly town.
I have only one gripe - wifi in your room is expensive. This may be normal in North America but it is free everywhere in hotels in Europe. The hotel is not cheap - why stick to this outmoded practice?
June 24, 2014
Rated 3 out of 5 by ashannon A few missteps on the staff end
I like this hotel's location, lobby amenities and the rooms. It's the little things that need work: my room service breakfast request wasn't picked up from my door overnight, nor was the Green Choice card picked up. Both cards say to leave them on the door overnight. I spoke with someone by phone who apologized on both accounts and asked for my Green Choice preferences. I stated which day I'd like a cleaning of my room; I returned that night to see it had not been done. Then there was mixed information on Green Choice; I was told different things three different times between the person who answered the phone, the person at checkout and the server at the restaurant.
June 17, 2013
Rated 4 out of 5 by geof favorable location
neart of the city, between two subway stations and direct to streetcar. Shopping, eating, musea in the neighbourhood. Well equipped facilities, especially the swimming pool.
July 11, 2014
Rated 4 out of 5 by Rob1958 Some Disappointments...
The ice machine on the 27th floor was never operable while we stayed for 4 days and it was a hassle to have to go down a floor to get ice often...also the curtains and blinds did not block out the light and made it more difficult to sleep...the towels did not dry overnight in the bathroom probably due to minimal ventilation...but check in as an SPG member was convenient. Overall a comfortable stay!
July 2, 2014
Rated 4 out of 5 by LionDawn good convention venue
The meeting facilities were good but a little confusing to navigate the hotel. Sleeping rooms were excellent! Business facility/computer access limited plus Wi-Fi very costly!
July 10, 2014
Rated 3 out of 5 by Baxter60 Room needs updating
Room needs a thorough dusting. Appears very tired and dirty. Bathroom is in need of updating - cracked paint, shower head not working well.
July 11, 2014
Rated 2 out of 5 by SanDiego Needs improvement
We scheduled a King size room 2 months in advance but when we arrived they had given it away to someone else. Later at the conference I met a lady who said she was given a king size room and didn't even request it!
We had to ask for a crib 3 times before finally getting one delivered.
When we were switched to our king room after the first night, the bottom of the shower was not adhered to floor. As you moved, it produced a winkle and wave as if water was under it. To top that off, the drain was unbelievably slow and you would quickly be standing in water even during a brief shower.
Not the best Sheraton I've seen
May 6, 2013
Rated 2 out of 5 by gwmcfadden water leak
I checked in on 10/20/12 and was given room 351, when I entered the room it had a strong smell of mold and mildew; I did not realize it till I was getting undressed for the evening but the carpet was wet and when I got up in the middle of the night it was soaked and I feel when I stepped on the bathroom tile.
The next morning I went to the front desk to ask to be moved to another room, which was done, I was moved to room 1546. I moved everything and again the room had a strong odor of mold and mildew; it was obvious from the stains in the carpet that this room too had a water leak at some time. I did not bother asking for another room because this seemed to be a theme…
October 28, 2012
Rated 2 out of 5 by JasonR Expensive retreat
It was a comfortable but expensive retreat that really didn't rise up to the price charged. The club lounge was adequate, the cleaning of the room previous to our arrival was not acceptable, but the restaurants and location were good. The staff was friendly, but I was still not satisfied with the resolution of my differences. A good business venue with plenty of activities and conference facilities - great workout room and pool amenities.
June 27, 2014
Rated 1 out of 5 by ssingh8479 Poor housekeeping and unskilled staff
I have a long list of items that were not working. These are:
1. Refrigerator and microwave was not plugged and checked. It took at lease 10 phone calls and reminders before anyone showed in a group of 3 individuals. Shows the efficiency that a minor issue needs three professional to do the jobs.
2. Hair dryer was not working and had call at least five times before it got replaced.
3. Tea pot was not working.
June 29, 2014
Rated 3 out of 5 by Texas2Step Hotel features not up to par
The wi-fi and tv did not work properly. Constantly knocked off the wi-fi and if 2 people tried to get on the wi-fi, froze tv. 1 day the tv constantly didn't have a signal, stopped at front desk to let them know, they said they would send someone up right away to work on it. Got back from dinner a couple of hours later, nothing. Called again, finally came up and reset something so that the tv worked. Wi-fi still didn't work for more than 1 person.
June 26, 2014
Rated 2 out of 5 by KDER Don't you Valet Parking
I thought the Hotel was in a great location the staff were very friendly and helpful. The room was very nice clean and comfortable.
My only problem with the hotel is with the management, the valet staff were working hard but the fact that only 3 people were working during check out time and the fact that it took an hour to get my car was definitely not up to the standard that I would expect for a $45 valet charge. I used the Valet service for the convenience and called 20 mins before my intended departure as noted by the valet ticket. I was not expecting to have to wait an extra 40 mins outside waiting for my car.
January 1, 2012
Rated 4 out of 5 by TLTS Staff
The staff with which we dealt throughout our stay was great. They were quick to respond to any needs we had and were very polite.
July 10, 2014
Rated 4 out of 5 by Michael459 Lots to do in Toronto
We got checked in quickly and headed to the pool. We were surprised the pool bar was not open. Last year it was closed for renovations and this year not open at all. With a full house and packed pool deck it would have been great. We were able to order from room service but this look a long wait for delivery. I hope during our next stay the pool bar and BBQ will be open.
July 2, 2014
Rated 5 out of 5 by fieldbus Hotel has excellent, well trained staff
We almost always stay at this hotel when in downtown Toronto. The location is perfect, the ambiance is excellent, the staff are excellent and there is great shopping minutes away. Have never had a bad experience here.
July 8, 2014
Rated 3 out of 5 by Brian7803 This hotel has great location.
I understand the Sheraton is going through a lot of improvements but amenities such as air conditioning should not be sacrificed. My associate's a/c was out the whole week (Richmond #750) and the bathtub took a long time to drain. The 7th floor in the Richmond tower smelled damp and moldy. Disinfectant sprays made it worse. My room (Queens #545) was comfortable and the room service was good. Only problem was a toilet that took a long time to fill. Friendly, polite staff. Our conference rooms were adequate but too far from washrooms.
June 9, 2014
Rated 2 out of 5 by Andyf1235 Not great
Lost reservation but Sheraton Corp had it
July 11, 2014
Rated 2 out of 5 by niagaratraveller Not clean, not quiet, not nice
This is the first time I have had an overall negative experience from a Sheraton property. This is not what I expect from a Sheraton brand hotel. My room was noisy both from the old windows that did not close tightly and from the adjoining room. Check-in service was very slow, as was service by phone any time I called. The heat in the room did not appear to work - staff offered me a portable heater, the carpet was stretched and stained. It seems to me this hotel is trying to be expensive without offering either value nor luxury - even the towels were thin and small and the hallways were dingy and dark. There are other hotels in the area that I have had excellent stays at.
October 20, 2012
Rated 4 out of 5 by Nyckname My Stay
Great location in heart of Toronto
July 11, 2014
Rated 4 out of 5 by Shawick Great location and fantastic pool!
Stayed there while in Toronto on business. Large pool is perfect for doing laps before and after a work day. Check out is very speedy and efficient: no need to stand in line. Close to everything. Only downside is with the front desk staff. The day I arrived I was given wrong directions to a conference room. Then I forgot a book in my room: called the front desk twice but never heard from them, although the last person I spoke to asked for my name and phone number.
June 23, 2014
Rated 3 out of 5 by gary321 telephone rep very unknowledgeable
I booked a room for New Year's Eve and specifically requested a room facing City Hall. I asked the rep repeatedly if he's sure he booked me a City Hall facing room and he assured me each time. On Dec 31, I called again to confrim that I'm indeed getting a room facing City Hall.
However, at the time of check-in, I was asked for $399 instead of $369 if I wanted to get a City Hall facing room. I explained to the rep at check-in that I double checked with their phone reps many times that I was was booked a City Hall facing room. But she said there's nothing she can do - if I want such a room, I'd have to pay $399.
January 2, 2014
Rated 4 out of 5 by Wimal MANAGER
I always prefer to stay at Sheraton when on business trip to Toronto. This time around the experience was not the same, simply because the vent the room made lot of noise (room # 2538). I number one priority is to have good night sleep so that I rested to conduct my business next day. That did not happen this time. I'm sure Sheraton will be mindful of such things and check the rooms before assignment.
June 29, 2014
Rated 4 out of 5 by OntheGo Room was clean and comfortable
I might have given 5 stars except that in my opinion, communication is vital when it comes to customer service and that was lacking during my stay.
There was an overnight project involving the City of Toronto having to shut down the steam that produces hot water for the property. My room had hot water before I went to bed but it was ice cold in the morning when I got up to bathe for an early business meeting. I was only told about this situation when I called the desk to report the problem in the morning and was informed too late for the information to do me any good. The potential for this to occur should have been communicated to me when I checked in the evening before.
August 30, 2013
Rated 1 out of 5 by BT1985 Over charged me and scratched my car
I never usually don't write reviews but after my most recent stay at the Sheraton Ctr., Toronto I felt obligated to
First of all my friends and I were there for a bachelor party and I had booked us two rooms for the event I told them to make sure the both rooms next each other and if not on the same floor when I went to go get my rooms they were six floors apart and there's nothing that they could do
Moreover when I went to go check out there were extra charges that they had on my invoice that I knew nothing about.
It was not until I had to argue with the attendant downstairs that I had those charges reduced. My room was also extremely small for the amount I had paid something close to $500 each night per room. The rooms I had were 4140 and 3646. I received complaints and was threatened $500 fine for playing music at only 10:00 PM. Finally when I did leave to pick up my car from the valet which charged me $50 per car for the night I noticed a scratch I was not there before we checked. In. and it also I looked as if someone had tried to smudge the scratch. This was one of my worst hotel experiences period.
July 8, 2014
Rated 4 out of 5 by Vinsim01 Staff are attentive and considerate
I would like to say how much we appreciate the kindness and wonderful service we have had over the last few years in your hotel. Of special mention is the staff in the Club Lounge and in particular, Blesilda Pagaba, who always makes our stay very special. We were particularly touched this last visit in June when our daughter was given a box of chocolates for her university graduation. We return often to Toronto and staying at the Sheraton Downtown is our home away from home. Thank-you again!
June 18, 2014
Rated 3 out of 5 by mil854 Good, not great
Good location in the center of Toronto. Paying quite a bit for a room and experience that needs improvement. Check in was extremely slow - waited in line for nearly an hour with only 4-5 guests in front of me. It should not take that long to check guests in. Upgraded to club level. The room was comfortable but walls were extremely thin and so could hear everything the neighbors were saying and doing. The wallpaper was old and peeling in a few places and the bathroom needed updating. The food on the club level was mediocre at best. However the lobby was quite nice and the bed comfortable.
April 30, 2014