Rated 1 out of 5 by Jimmy Not recommended, ever!
Got a room right behind the elevator banks, and I could hear the elevator cables running all night long!
Asked for a change of room, got the smallest room that I ever had with ANY SPG property, this is in comparison even with the rooms that I got in Paris!
I had to check out early to move to another hotel.
The doorman was not even helpful to get me a cab
June 14, 2013
Rated 2 out of 5 by summitview Terrible customer service!
We brought a group of students to the hotel for an end of year celebration. The rooms were booked at least one month before our scheduled stay. When we arrived we were told only 2 of our rooms were ready. We decided to go swimming while we waited. We went to our rooms to change. Our rooms were on a floor where they were replacing windows and doing construction. We also noticed the rooms were not cleaned. This was a surprise as the clerk at the front counter actually told us that he had checked on the rooms himself and they were clean. Housekeeping came and told us that we could not stay on the floor as it was not safe for the children (chemical smell). We went to get new rooms and after a lot of searchng we found 5 rooms on the same floor. At this pint we were give a slight discount off each room.
We went swimming and then around 5 pm we checked on the status of the rooms. We had a huge hassle with showing photo ID which was crazy since we had already started the check in process over an hour before.
Only 3 of the 5 new rooms were clean. Eventually the 4th room became available, but we had to wait until 8 pm to receive our last room! That is not acceptable! They said the wait was due to the fact that it needed to be cleaned, however from the time we went to our other rooms for the evening (6pm) we never heard or saw housekeeping come and clean the last room.
When we complained about these issues (putting us on a floor with construction and waiting until 8 to get into a room) the hotel manager was rude and not accommodating.
We are extremely disappointed with our stay at your hotel and the customer service was unacceptable. Due to this experience we will never stay at your hotel again. If the hotel staff had been more accommodating and helpful then the entire experience would have been seen in a different light.
May 26, 2014
Rated 5 out of 5 by Toh273 Executive District Director
Love to have very goog quality of sleep.
Have swimming pool.
Wifi at the lobby.
Wifi for SPG Gold member in the room.
June 18, 2014
Rated 5 out of 5 by Becky1958 very happy with my stay
just one instance, someone took my suitcase off the stand and shoved it between the bed and the wall. I had to pull it out to access the contents and everything fell out. I needed to straighten it out anyway, but the stand was located behind the curtains the next morning.
July 4, 2013
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 Dirk172 This hotel is losing it
Elevators were very slow. Room did not cool properly. Beds never have fitted sheets. SPG check-in never works. At the regular check-in the guy fiddled with his computer for 10 minutes before looking up to serve me.
June 13, 2013
Rated 2 out of 5 by Acker1969 Poor Staff Communication
I normally travel to Toronto monthly on business, but this a pleasure trip with friends & we wanted to be centrally located with a large room, so we upgraded at the hotel. At the time we were told that our buffet breakfast was included. On Sunday morning my room bill was charged for 4 buffet breakfasts at $35.00 each. Not very happy with the communication of staff on this matter.poor service by staff. My friends were quite upset to have to pay $35.00 each after upgrading the room for $200.00. Allan Acker
June 9, 2014
Rated 1 out of 5 by Disappointed999 Will never hold a conference here again
We held our annual convention here as we have previously. Many guests were disappointed with the facility, but most importantly, the service. Staff are rude, unorganized and the lack of care comes through in everything they do.
I would need pages and pages to explain all of the issues but I'll give one good example. During our banquet meal several members of our group witnessed homeless individuals walking into the area and helping themselves to meals - right under the staff's noses! Not a single one was challenged or asked to leave.
February 12, 2013
Rated 2 out of 5 by Trever123 Thank goodness for the staff
After arriving on a red eye flight I checked my bag as the checkin time was hours away the staff was very helpful . I was asked if I wanted to select the option of an extra 500 star points a day for no maid service I said I would think about it and report back once making a final decision as I had a room with 2 double beds after thinking about it I decided on 2nd day to choose the option and was advised I couldn't get the 500 points for day one even though the maid hadn't cleaned the room but it was already " scheduled" I said forget it I don't eamt to trouble you and my room was not cleaned my entire visit but I want to crystal clear that was at my request daily to the maid I advised her I didn't require it she offered towels shampoo etc I took what I needed daily . My next comment goes to the room 1021 I have stayed in many SPG PROPERTIES in the world and was time a platinum. Member before family obligations restricted my travel. The carpets were filthy and not from not vacuuming but needed to be professionally cleaned or in my opinion replaced. I also discovered that the shower didn't drain and ever time I showered I stood in 6 inches of water ..... Disgusting I didn't advise the hotel but left it in my comment card upon checking out . I would like to say the best part was the staff particularly the BNB staff ( Rudy ) and Philippino gentlemen working the bar and in general all the staff in the entire restaurant and ate there frequently
June 15, 2014
Rated 5 out of 5 by Anjani Friendly staff and excellent location
The first day I arrived at the hotel I was very tired and hungry, so I wanted to order room service. It was around 3/4PM but no one picked up the phone. After half an hour I called the front desk and they told me that room service would be available after 5PM. Strange, since the menu stated that room service was available between 1AM and 11PM. There was absolutely no information about the hotel in the room except for the room service menu, which had a bit information about (international) calls and internet on the other side as well. It would be very convenient if there was information provided about the hotel, such as opening and closing times of the restaurant, pools, business centre, etc. Maybe add a phone book as well.
There were some other minor problems that could use improvement, such as the replacement of amenities. I had cotton swaps in my (bath)room, but they were not replaced the next day or any other day during my stay. They also did not replace my shampoo and conditioner before 2 days. I also had to call for shower caps and slippers. I'm sure if I called the reception they would have helped me out, but I'm a lazy person and expect these things to be there without questioning. It is a 4* hotel after all.
The room was also a bit dusty, I imagine they do not clean behind the bed or above the painting that was above the bed. Most people might not be bothered by this, but since I am allergic it did bother me a bit.
Also, even though the entire hotel was non-smoking, my room smelled a bit like cigarettes and it was a bit dusty, so I informed it to the staff the next day and the man who helped me upgraded me without questioning. He also apologised a few times.
So even though there were a few little problems, the staff helped me out immediately when I asked about it. This was my best stay at any hotel I have ever been too so far. I was travelling alone for the first time and the lady who helped me when I checked in gave me free in-room internet for my entire stay. She also recommended me a few sightseeing places. So, I will definitely go back to the Sheraton Centre Toronto Hotel when I get back to Toronto.
Summary: there were a few problems, but the staff was happy to help me with it. Great location as well, underground connection with the Eaton Centre and Subway station.
May 9, 2012
Rated 1 out of 5 by Chrisb07 Worst SPG
- At check in, my credit card was rejected and when I called the bank, found out it was your employees mistake
- Room was terrible. Noisy fan. No AC, and most of all, the carpet looked like it had not been cleaned in a decade
- Hallways are awful
- You could not even get the wake-up call right. Asked for 7:30 and you rang me at 7:00. This after moving rooms late the night before is not acceptable
June 10, 2014
Rated 2 out of 5 by 4RealMom Unresponsive Staff
When I checked in my room wasn't ready, and then when it finally was, I found an unexpected rollaway bed inside. I asked for it to be removed. It took two days and multiple complaints in person to the front desk because phone calls were never answered.
June 12, 2014
Rated 4 out of 5 by sterlingzinc Platinum Experience ...... Blah
So I finally make Platinum Status this year, and my second stay at this level is at the Sheraton Centre Toronto. I don't know what the big deal is about crossing this threshold, because as far as I could see it was no different than being Gold. In fact I have received better treatment at other hotels for being Gold. I had to ask for my access to the Club Lounge. I had to ask for my internet. The only thing I was asked was if I wanted a late check out.
The room I was put in, was exactly the room I booked. No upgrade to even a Starwood Prefered Floor.
Not sure why I made the extra effort this year to jump levels. Hopefully next year will be better
December 19, 2012
Rated 3 out of 5 by Duke123 Can I add photos here?
We stayed at Sheraton Downtown for night of Saturday June 8, 2013. Checkin went smooth. The surprises awaited us when we opened the door to Room 2014.
We were greeted by a worn carpet that had obviously suffered water damage. There were wrinkles and folds in the carpet that could be tripped upon.
Next our eyes were drawn to the blank spot on the wall where a picture or mirror had been. Now there was just 3 screw holes in the wall.
I opened the drapes to check the view. The view was of dirty windows that I doubt had been cleaned in past year.
We put up with the room for the night. At checkout I mentioned the room condition to the employee. His reply "oh yeah, that room needs an upgrade".
I have stayed at the hotel before and was previously satisfied. Next time I will probably stay elsewhere.
June 9, 2013
Rated 2 out of 5 by Mrjohn Good location bad service and you pay for WIFI?
I stayed there 5 nights between March 18-23 2012, 2 days they forgot to make my room and one of the days they did they forgot the complementary water bottle. They also do not offer free WIFI in the rooms, in the year 2012 this is nothing more than a cheap money grab, I travel allot and this the only hotel I've been in over the last 4-5 years that makes you pay for in room internet access, if nothing else this will keep me from ever using this hotel again.
March 27, 2012
Rated 2 out of 5 by edyang Avoid at all costs
The best part about this Sheraton is the lobby. From there it's all downhill. The hallways for the rooms are extremely dim and evoke a tired, outdated look. The rooms, while satisfactory, also don't look very modern. My thermostat fan was broken and I froze overnight. Called the next day and required 4 calls before someone from Engineering came up. He just dragged up a portable electric heater, shrugged his shoulders and left. Completely unacceptable.
June 5, 2012
Rated 2 out of 5 by Abcdefgabcdfgefg The room is noisy and old. The lounge is motel grade.
The lounge used to be great, but food is now minimal for breakfast and evenings, similar to a motel. The room is old with noisy AC. Gym is good, location is good. But there are many options downtown so this hotel needs to work harder to earn back customers. It's clearly going downhill for the last few stays.
Don't expect much for platinum.
May 3, 2014
Rated 4 out of 5 by turboturtle Location, location, location
I stayed here over Christmas holidays with my family of four. We upgraded to a 1bdrm suite so our kids could sleep on the pullout couch and we could have a separate bedroom. The kids loved the view especially watching the skaters at Nathan Philips Square. I wish there was a public place in the hotel with a view of the CN Tower.
The hotels location was perfect. We could get to all tourist places using the underground PATH system- not having to go outside. Steps from the subway, it was a quick ride to ROM. We parked in an underground lot under city hall for half the cost of the hotel's parking.
Super great! Will stay there again!
January 8, 2012
Rated 2 out of 5 by JandH Dissapointing
Possibly the best location in the city, BUT the room was like going back to the 70s in style and facilities. Tiny cramped bathroom with an airplane sized sink. Suite with a living room too dark to sit in. Asked twice for an extra lamp and to replace a burnt out bulb - no result. Worst bed of any Starwood property. Informed AFTER arrival of club lounge closure. Staff nice but no one could be nice enough to compensate for this facility.
December 22, 2011
Rated 3 out of 5 by barnaby11 Very Average
The first room we checked into was dirty. The toilet took forever to flush and even though we were told a late checkout would be very possible, that request got rather abruptly shut down when the time came to ask. Hard to believe knowing that rooms go uncleaned for hours/days.
June 9, 2014
Rated 5 out of 5 by Moggymadd Very comfortable!
We come to the Sheraton Toronto every year on my birthday and our anniversary. We are treated very well and our 2-3 day stay is always enjoyable. We were given a room on the 41st floor club rooms. The view showing the city is amazing! The room was nice and clean and the beds were very comfortable. Some 'wear' is beginning to show in the rooms and hallways but it certainly doesn't detract from the overall enjoyment. The Club lounge for a continental breakfast and afternoon/evening snacks and drinks is very comfortable and again the view of the city is stunning. The buffet breakfast on the lobby floor was delicious.
February 2, 2014
Rated 4 out of 5 by Jimmy An overall good stay
I normally stay at this hotel when I am in Toronto for the weekends.
The check in process was professional and prompt.
However, the upgrade for a plat guest seems VERY rare. I got a regular king bed room again.
Good location, but the SPG recognition seems lagging.
February 16, 2014
Rated 5 out of 5 by tokiogaijin Great front desk staff
Love this hotel. The BEST location in Toronto across from city hall. (hoped to get a glimpse of Rob Ford) Great views on the top floors of the islands and the CN Tower.
Front desk are always helpful and friendly when I check in and they have the power (meaning they can do something on the spot rather than get back to me) and sense to make things right (proactive to solve the situation rather than just give an apology)if you have an issue/problem. My issues had nothing to do with the hotel (to do with a guest) yet the front desk staff Steven went out of his way to make my stay pleasurable and memorable and helped me with the situation.
The exec floor seems to be more strict on the number of guests allowed per room which actually makes it more relaxing.
April 11, 2014
Rated 5 out of 5 by mafli Visiting AMC at Toronto
I attended the AMC conference in April 2014.
The location of the hotel is next to Eaton Center in downtown Toronto. So it is perfect.
I had a nice room on the 24th floor. The room was in excellent condition, everything very clean and tidy, nothing to complain at all. The bed was very comfy, too.
The conference was in the ballrooms of the hotel. The rooms where great and the services, too.
The overall experience was very good. You might pay a premium for the hotel but it is worth it.
April 18, 2014
Rated 3 out of 5 by FFRibeiro Room Comfort
To whom this may concern, I have been living at the Sheraton in Toronto since July of last year, almost 10 months. Over the last 2 months the service in the hotel has significantly declined. In addition to broken televisions in my rooms, the occasional hair on my bed sheets, and difficult time checking in I have received little to no special attention. Furthermore, I have not been upgraded to a suite for a single stay. As a platinum member, and for the amount of business I have provided the hotel this is truly unacceptable.
April 11, 2014
Rated 2 out of 5 by kathiws tired and in need of updating
I stayed the Sheraton in Toronto, when I booked the reservation I asked specifically for a room FAR away from the elevator, a QUIET room! I even filled out the online 'how can we prepare for your stay' survey and again reiterated
FAR away from elevator and any staff closets or entranceways. My room was 663, which is literally right across from the elevator, 3-4 doors down from ice and pop machine. The room was tired, dark and dirty, before I even unpacked there were dark curly hairs in the bathroom on the floor, in the tub and toilet.
May 30, 2014
Rated 2 out of 5 by RCat 3 strikes
First, vending machine is hallway was broken and was not fixed for 3 days I was there
Second, TV in room was not working and took over an hour for someone to come fix it
Third, alarm clock in room went off at midnight
June 8, 2014
Rated 2 out of 5 by Cynthia55357 I had major problems with my stay.
As I checked out (I was there for two nights on a Trafalgar tour of Canada), I told two employees at the reception desk of my troubles at the Sheraton. 50% of the time I was there my phone was dead. That's why, I found out, that I did not get my 6 a.m. wake-up call that I requested. Therefore, I almost missed my arranged trip to Niagra Falls! Also, 50% of the time I did not get wifi in the room, which is a promise from Trafalgar, that we will always have free wifi in the room. I took my tablet to the reception desk, and he also could not get the Internet!!! He said the server must be down, and he would notify the proper person. However, it was too late for me to enjoy it, because I was checking out. I must say, the breakfast room was a madhouse! I appreciate the fact that the hotel was full, and that means a lot of people! On the bright side, the employees that I dealt with, including in the breakfast room, were fantastic!!!! There was only one, she seemed to be sort of in charge, and takes people to their seats, she was short with me. She was a little plump, and Caucasian. Everyone else could not have been nicer. Thank you for listening. I told reception that I plan to write a letter of my troubles with the Sheraton, and he said he was going to give me a free night. I don't know how to redeem that freebie?
June 10, 2014
Rated 3 out of 5 by Travellinman62 Getting Disappointed
Have stayed at the Sheraton Centre Toronto often and have become increasingly disappointed.
Realized I had left some shirts in room's closet on last visit; immediately phoned hotel and spoke with someone who identified himself as a night manager. He said he would look into it and get back to me. He never did. When we checked in, we asked not to be beside an elevator or ice machine area. Guess what? Despite assurances from the front desk person, our room was right beside the ice machine room. Pop vending machine on 29th floor ripped me off. It was only $1 but still annoying.
Now, our room was nice with a lovely view of the CN Tower, the bed super comfortable, and the shower pressure amazing. But this location is not a cheap place to stay. And the people power seem to be letting us down.
June 1, 2014
Rated 4 out of 5 by Delish Great stay
We stayed at the Sheraton and went to a show at the Ed Mirvish.got a great deal ! The staff were Friendly and the room was clean and very comfortable . Would stay there again.
June 8, 2014