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“Romantic Getaway” 5 of 5 stars
Review of Sheraton Centre Toronto Hotel

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Sheraton Centre Toronto Hotel
4.0 of 5 Hotel   |   123 Queen Street West, Toronto, Ontario M5H 2M9, Canada   |  
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Breakfast for 2 Included
Ranked #64 of 141 Hotels in Toronto
Picton, Canada
Senior Contributor
25 reviews 25 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
8 helpful votes 8 helpful votes
“Romantic Getaway”
5 of 5 stars Reviewed February 18, 2013

A great stay as always at the Sheraton Centre downtown Toronto. The staff are so friendly, their beds are the best and the views are exceptional! My favourite hotel in Toronto. We stayed in the Club Level, and took advantage of the wonderful evening Hors d'Oeuvres and breakfast in the Club lounge.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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3,258 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (658)
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Stratford, Ontario, Canada
1 review
5 helpful votes 5 helpful votes
1 of 5 stars Reviewed February 17, 2013

I stayed at the Sheraton Center Toronto this past weekend and was robbed while I slept. This hotel has a clear security breach and should be avoided at all costs. Someone has access to the rooms and it reeks of an inside job. Multiple guests were robbed on this particular night loosing luggage, laptops, phones, passports, watches...The staff was not helpful and not once (having no cash or wallet) while I waited for police was asked if I needed something to drink or eat. On top of this they would not refund my purchase of the room. Unbelievable.

  • Stayed February 2013, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonCentre, General Manager at Sheraton Centre Toronto Hotel, responded to this review, February 22, 2013
Dear Guests,

The safety and security of all of our guests is our paramount concern. The hotel is actively investigating two independent reports of thefts from guest rooms this past weekend.  In both instances we have engaged the hotel's insurance company to investigate and respond in an expeditious manner in cooperation with the affected guests. As this is an on-going matter we are not able to provide any further details at this time.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Samal Island, Philippines
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed February 17, 2013

Thieves broke into room and stole from sleeping guests. Hotel management refused to take any responsibitlity for the breach in security or even offer recompense to the guests who were robbed! Unbelievable!!!

Room Tip: Do NOT stay here!!
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  • Stayed February 2013, traveled with friends
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ontario
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed February 16, 2013

We stayed at the Sheraton Centre for 4 nights in February and it was perfect.

Upon checkin, we were greeted by Marilyn at the front counter. Due to the hotel being extremely busy, as it normally is, it took a few minutes for her to find a room for us. But, after a few minutes, we had been upgraded to a suite. Marilyn was very thoughtful and called us shortly after we made it to our room to make sure everything was good.

We booked a Club level room which was perfect. It cost a little more, but included a full continental breakfast and evening snacks in the lounge on the top floor. The staff in the lounge were very friendly and the food was fresh and constantly replenished. A full hot breakfast would be nice, but the continental breakfast that was provided had soo many options you didn't really miss out. The lounge was also open throughout the day for all you can drink coffee and tea.

Our room was clean and cozy. The rooms are a little dated, but were in good condition with Flat Screen TVs, coffee maker, fridge etc. The bathroom was a little small but not too small that it was an issue. Our room was cleaned everyday and stocked with fresh towels. We had a nice view north towards the CN tower and the lake, which you could just make out through the skyline.

The pool and weight room were easy to find as each elevator had a notice with the pool and weight room location beside the button for the floor.The weight room had lots of newer equipment. The outdoor/indoor pool is very unique allowing you to swim both in and outdoors in a large heated pool in the winter. We didn't notice any mould but then we weren't really looking for it.

It was strange not having an information book in the room but we quickly found all the info we needed about the hotel on the TV in the room.

Being right on the PATH, it was easy to get around the city. We avoided parking costs by taking transit into the city. It was an easy walk from Union Station through the PATH to get to the hotel. You could practically spend an entire trip without ever going outside (or at least to avoid the rain or snow).

We were very happy with our stay at the Sheraton Centre Hotel and we would definitely stay there again. The downtown Queen St location is close to soo many things to see, do and eat! The staff were friendly and attentive, the room was clean and comfortable and the food was a nice treat. Thank you for the great trip to the city!

Room Tip: It will cost you more, but the Club level floors have a great view of the city, and the included bre...
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  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Caracas, Venezuela
Top Contributor
84 reviews 84 reviews
31 hotel reviews
Reviews in 35 cities Reviews in 35 cities
61 helpful votes 61 helpful votes
3 of 5 stars Reviewed February 15, 2013

The hotel is conveniently located in the center of the city and once inside the lobby you have the impression of being in a bus station with throngs of people moving around all over the place. There are number of shops in the hotel alleys.
The check-in was similar to an airport airline check-in with even similar airline counters with a long queue of people waiting to be attended.
Once past the lobby and out of the elevators you are faced with gloomy, outdated hallways.
The room was quite small and similar to other hotel rooms of the chain with standard furniture which is found in just about all hotel rooms (wonder if they all buy it from the same source). There was a good long work table. The room was well illuminated, however the fixtures were outdated and had to grope in the dark for a while until you could turn the lights on (who designs these things?). The mattress was very good and the pillows and linen excellent. Standard small closet (no light) and standard small bathroom with average amenities.
The wireless Internet service was erratic, the operator connected me with the service provider but got tired of waiting to be attended and after 22 minutes, gave up. The charge was removed from my bill. My stay was fortunately short.

Room Tip: Stay away from elevators and service areas.. High floors have a good views of the city.
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  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York
Top Contributor
60 reviews 60 reviews
31 hotel reviews
Reviews in 36 cities Reviews in 36 cities
32 helpful votes 32 helpful votes
4 of 5 stars Reviewed February 15, 2013

First the good: the BNB restaurant is nice, and service excellent - they treated my kids like royalty! Rooms were nice and clean.

The bad: we spent a weekend here and it was loud around us - in the adjoining room there must have been a party as well as on the floor above us - so beware of noise around you on the weekends.
Also the biggest ripoff going is the $48 valet parking fee per day. For $48 dollars you expect decent service which we didnt receive - twice when I needed my car it wasn't ready for the time it was needed.

  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kitchener
Senior Contributor
47 reviews 47 reviews
4 hotel reviews
Reviews in 19 cities Reviews in 19 cities
48 helpful votes 48 helpful votes
1 of 5 stars Reviewed February 15, 2013

We prepared this statement in hopes that no other family has to endure this type of treatment from this Hotel; Most of our family was going to be busy on "Family Day" so we bumped it ahead to Feb. 9th 2013 - we pre-paid for the rooms (booked 2 adjoining) for a cheaper rate (Note: prepaid has no chance of cancellation or refund - and we knew this) A few days prior to our trip our joint credit card got nailed with two emergency purchases (car trouble and an urgent trip required by a family member). At check in (a very long line up) I had my preferred card in hand and a staff member suggested I go in the "preferred guest" line - great, it was much shorter - when it became our turn for check in, the front desk employee said "sorry, you are preferred yes, but not a gold/platinum customer, you have to go back and stand in the other line" - I admit I freaked out, I was already in the other line when asked to move, I explained this and he then took me to the counter. While checking in we were asked for a $600 deposit - yes, you read that right, $600 - on top of the almost $300 we already paid for the rooms - so, for a one night stay, our credit card was tagged almost $900 - yes we get it back, but we all know you cannot access the funds on hold for "several business days" - the entire check in was a nightmare, at that point we agreed we were not spending another dime in this Hotel during our stay. Our tight budget just got even tighter thanks to this ridiculously excessive deposit amount - it was the same family in two rooms for crying out loud. I called out a manager to explain the circumstances and she refused to decrease the deposit amount, saying an email I received had the $300 x 2 deposit details, it did not and I have just sent the original email back to the front desk manager for review - and get this, their line is "can you call a friend or family member with a credit card" - right, I can imagine getting a call like that, "Hi, I'm at the Sheraton in Downtown Toronto, can you post a $600 deposit for me on your credit card, for a one night stay here?"
Regardless, the amount went through and we were now very, very angry. I had also asked for the free bed and arrival pkg. for my daughter's small dog – I mentioned the dog in our reservation request and to the front desk manager - we were promised it would be brought up shortly - it never arrived. I called down for this item and several other issues during our stay - we had little to no heat (stay out of the Richmond Tower - you will see others complaining about heat here as well) - I needed directions to a Theatre Show, the Pool area, and as well, we needed a late check out. The only time I got through to Guest Services was on the late checkout request the next day, we needed it due to the lack of sleep... it was freezing - I had to go down and use the lobby phone as our phone could not get through, and the line up to the front desk was minimum 20-30 minutes - we were then refused a late checkout in one room - they made us move all of our items to the second room for a 1PM check-out - 1 extra hour - and to top it off, the cleaning staff did not attend to the room we had to leave until much past 12 PM- we probably never needed to move in the first place - amazing how fast the $800+ came off of our credit card, but try and ask for assistance....for any reason...good luck, Note: neither room phone could ever reach staff for help for some reason - it just rang and rang. Now, to back up a bit, once we did find the pool, which used to be the highlight of the Sheraton Centre, we were surprised to find mold/algae/fungus (photos attached) growing around the inside perimeter of the pool – this was long term growth, not over night. The entire stay was a comedy of errors – did you hear the one about the concierge that forgot what day it was (Sunday) and sent an entire family (and several others) 20 minutes down the P.A.T.H. Network to cross into the Eaton’s Centre only to find all the doors locked – it opens later on Sundays (go figure) - There's more to tell, but you get the picture. This was my favourite hotel to stay at while in Toronto, mainly because of the great service it had and the indoor/outdoor pool. In our opinion, it has taken a turn for the worse..just sad really. Hopefully management (internal and corporate) are reading these reviews and will take action before it's too late. We wish you all the best Sheraton Centre & Staff - please appeal to your General Manager and get your Flagship Hotel back on course.

  • Stayed February 2013, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sheraton Centre Toronto Hotel

Address: 123 Queen Street West, Toronto, Ontario M5H 2M9, Canada
Phone Number:
Location: Canada > Ontario > Toronto
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#21 Spa Hotel in Toronto
#33 Luxury Hotel in Toronto
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Sheraton Centre Toronto Hotel 4*
Number of rooms: 1377
Official Description (provided by the hotel):
The Sheraton Centre Toronto Hotel lobby features a 2.5-acre waterfall garden. With over 100,000 sq ft of meeting and event space, we're perfect for your next conference, convention, or wedding. ... more   less 
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Also Known As:
Sheridan Hotel Toronto
Toronto Sheraton
Sheraton Toronto Downtown
Sheraton Hotel Downtown Toronto

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