We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Bedbugs + Unfriendly staff + Hidden Charges” 2 of 5 stars
Review of Sheraton Centre Toronto Hotel

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 11 more sites!
Save
You added Sheraton Centre Toronto Hotel to your Saves list
Sheraton Centre Toronto Hotel
4.0 of 5 Hotel   |   123 Queen Street West, Toronto, Ontario M5H 2M9, Canada   |  
Hotel website
  |  
Hotel deals
  |  
  |  
Hotel amenities
Special Offer
Breakfast for 2 Included
Ranked #63 of 141 Hotels in Toronto
Atlanta, Georgia
1 review
“Bedbugs + Unfriendly staff + Hidden Charges”
2 of 5 stars Reviewed June 12, 2013

I am a Platinum member of SPG group and this is the worst Sheraton I have ever lived in. There are bedbugs in many of the rooms in hotel. (This includes Club level rooms) Many of the fellow travellers informed management about this but there is no action.

Staff here is extremely rude. They will purposely try to push you to Richmond Tower and keep rooms in Queen tower for high tariff customers.

Since June 2013, they have started $5 service fee for empty cutlery (yes dinner plate & fork)....this is ridiculous !!! Stay away guys...definitely not worth for the humongous rates they charge.

Room Tip: Fight with Front desk people (mostly asians) to cancel the reservation if they dont accomodate you i...
See more room tips
  • Stayed June 2013, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
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, June 21, 2013
Dear Guest,

I would relish the opportunity to discuss this with you. We do not have a record of anyone complaining about bed bugs and we take this issue very seriously. We would very much like the opportunity to get your story in person so that we may take the necessary steps to safeguard our guests. Please email stanton.singh@sheraton.com at your earliest convenience.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

3,241 reviews from our community

Traveler rating
    856
    1,272
    686
    283
    144
See reviews for
593
881
234
965
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 (650)
Date | Rating
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Bristol, United Kingdom
2 reviews
Reviews in 2 cities Reviews in 2 cities
20 helpful votes 20 helpful votes
1 of 5 stars Reviewed June 12, 2013

I don't want to waste my time writing about this terrible hotel. They ruined our expensive holiday from the UK. You don't get what you ask for - it's all glitter and polish, but there is no service underneath. Beware the evening/night construction noise (until 11.55pm) or the fact that this means the garden is out of bounds. Don't ask for a cot in advance and expect it to be supplied without a 5 hour to-and-fro battle. Don't trust the waitress to pay attention if you tell her you are allergic to nuts - they will still serve you a nut muffin to choke on. Don't leave anything on the dining table - they threw away your baby's food dish and then denied it. Overall, a really upsetting stay. Problems every day were such that they compensated us $100 against our bill. Not much given this only bought us two breakfasts each. This hotel clearly has its priority on the conference facilities it supplies. I wish I had not chosen it for a holiday to see Toronto.

  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
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, June 21, 2013
Dear Guest,

Thank you for letting us know about your poor stay. I cannot apologize enough for the treatment you experienced. I have discussed this with our food and beverage leaders and they will address this situation with the servers.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
toronto, on canada
Contributor
18 reviews 18 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed June 10, 2013

Girls weekend We stayed at the Sheraton on Jun 07 - 09 2013 great service amazing people everywhere you turned we had problems with our safe called down someone came up in 5 minutes tops and fixed the problem. Got upgraded to club level and had free breakfast and appetizer at night. We could go in the club lounge all day and have specialty coffees. Amazing views of the city. great pool and hot tub. everything was within walking distance. great location. HAD A FAB TIME THANKS SHERATON FOR KEEPING UP THE TRADITION OF GREAT SERVICE

  • Stayed June 2013, traveled with friends
    • 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
Was this review helpful? Yes
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, June 13, 2013
Dear Guest,

Thank you for your glowing 5 star review. We look forward to seeing you back again soon.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Diego, California
Top Contributor
91 reviews 91 reviews
30 hotel reviews
Reviews in 42 cities Reviews in 42 cities
45 helpful votes 45 helpful votes
3 of 5 stars Reviewed June 10, 2013

Business and bus hotel. Groups. Like a thousand I've stayed at in 45 years of travel. A massively congested drop-off area in a dingy portion of downtown. My room was clean but tired. The cooling wouldn't function. Thank goodness that a window would actually open. Major street noise.

But, really, what would we expect? At least it's Canada where the teenagers running in the hallways are quiet by 10, the restaurant staff is polite and attentive, there was a decent coffee-maker and a high standard for cleanliness. I did not find a great restaurant selection in the two-block radium and ended up in the hotel which was just fine.

Room Tip: All the streets are busy. Get away from the elevators. Hope you can control room temp.
See more room tips
  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
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, June 13, 2013
Dear Guest,

Thank you for letting us know that we were just average this time. We do our best to be far beyond average and usually guests rave about our location. I am sorry that you found it less to your liking.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ottawa, Canada
Top Contributor
97 reviews 97 reviews
52 hotel reviews
Reviews in 48 cities Reviews in 48 cities
90 helpful votes 90 helpful votes
3 of 5 stars Reviewed June 8, 2013

The Toronto Sheraton is located a little out of the way. It's a busy hotel, full of lots of groups, conventions, etc.

I had a long delay checking in, and also checking out. Even though there were many staff people around, they did not bother to step in to shorten the line. Nevertheless, I had a very pleasant stay. My room was in the shorter tower, and was decorated in the yellow-grey color that they used to use for computer cases 10 years ago. But the bed was AWESOME - very comfortable. And the room was spacious, clean, and quiet. I liked that you were able to skip housekeeping and get a $5 voucher in return. That voucher went to pay for part of a delicious, fresh caesar salad in the restaurant.

I'm not sure I would stay here again. There are some restaurants within walking distance, but it's not in a perfect location. I think that next time I would choose a hotel in a more vibrant spot. I had a good room rate due to the conference I was attending, but next time, I would check carefully to see if I could get a better rate, and a better location before choosing this hotel.

  • Stayed May 2013, traveled solo
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
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, June 13, 2013
Dear Guest,

I am sorry that you did not enjoy our location. This seems odd as we are the most centrally located hotel in the city. We are right in the heart of the entertainment district and there are hundreds of things going on just outside our doors.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Winnipeg, MB
Top Contributor
94 reviews 94 reviews
71 hotel reviews
Reviews in 51 cities Reviews in 51 cities
51 helpful votes 51 helpful votes
3 of 5 stars Reviewed June 8, 2013

I have stayed here numerous times and the location is great for all activities in downtown Toronto. The hotel is large and the lobby is always busy; lines can be long at check in but they do have a separate area for Starwood Gold and Platinum members. Check in was pleasant and efficient. Rooms are standard - not much in the way of views - with the usual amenities. The scene outside the hotel - under cover - where the taxis, limos and private cars drop off and pick up people is always chaotic. This hotel needs a make over - as other reviewers have noted, it looks tired and I am not sure how clean they can keep it.... this is a pity as the other Starwood property (Westin Harborfront) is not in a great location.

  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 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
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, June 13, 2013
Dear Guest,

Thank you for your review. I am sorry that your stay with us was just average. We aim for much better for our guests and your issues will be addressed!

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cheltenham, United Kingdom
Senior Contributor
23 reviews 23 reviews
15 hotel reviews
Reviews in 16 cities Reviews in 16 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed June 8, 2013

The property itself is well located, and the facilities (Pool/Restaurants and Gym) are absolutely fine. It seems that Starwood have decided either to give 50% of their staff an unplanned holiday, or they are trying to maximise profits at the expense of customer service.

The queue for cabs, reception etc was nearing 30 minutes each, which is incredible in a modern, supposedly well organised Hotel Operator. I appreciate that there are peaks and Troughs in terms of Capacity but this is the second day on the trot and no managment should get it this wrong.

As I said, cannot fault the hotel itself, but for the service that the operator gives, the costs are a bit high (Yesterday burger and fries $27)??, luke warm when it arrived in the room. I went downstairs to ask for an upgrade to the room as there is a very large and noisy ice machine outside of my room (don't stay in room 768), but the queue was too long to guest services (at least 20 people)

Very Surprised as Starwood normally have a slick operation.

Room Tip: Go Club, and book through your travel agent or 'canadian affair', as they have great deals
See more room tips
  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
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, June 13, 2013
Dear Guest,

Thank you for letting us know about your issues with the line-up. I will address this with our front office team.

Tony Dunn,
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Sheraton Centre Toronto Hotel? Share your experiences!

Write a Review Add Photos & Videos

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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Orbitz, Starwood, Priceline, Cheap Tickets, BookIt.com, Despegar.com, Travelocity, Hotels.com, TripOnline SA, Odigeo and Tingo so you can book your Sheraton Centre Toronto Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Sheridan Hotel Toronto
Toronto Sheraton
Sheraton Toronto Downtown
Sheraton Hotel Downtown Toronto

Owners: What's your side of the story?

If you own or manage Sheraton Centre Toronto Hotel, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.