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Sheraton Gateway Hotel in Toronto International Airport
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Reviews (2,239)
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Reviewed September 24, 2012

I don't look for much in an airport hotel - but straightforward-ness (such as an efficient check-in and check-out; aircon and TV easy to figure out; uncomplicated layout ) is high on the list, to counter the usual irritations of flying.

This Sheraton gets a tick for these, but not an enthusiastic one.

Check in was very slow, and there were line-ups each time I had to approach the front desk / concierge. Maybe they had staff unexpectedly absent.

Rooms are pretty stock standard; no real complaints there.

There are benefits to staying at a hotel attached to the terminal - saved costs of transport and time in getting to and from the hotel. Sheraton at YYZ offers these of course, but its only just enough for me to choose to stay there again.

  • Stayed: June 2012, traveled on business
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Thank Michael076
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TimReardon, General Manager at Sheraton Gateway Hotel in Toronto International Airport, responded to this reviewResponded September 26, 2012

Thank you for sharing your feedback following your stay. While I am happy that you found our hotel services met your expectations, I am sorry that you experienced a slow check in. I will share your feedback with my team so that we can make changes as necessary.
We hope that you will return to our hotel when your travels bring you back to Toronto.
Sincerely,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 24, 2012

my husband & i stayed here in september 2012 for a business conference and we would reccomend this hotel for sure! the room was VERY clean ( and believe me, we inspected EVERYthing! ) and we both slept very well in our comfy bed.

there was a bit of a mix-up with our booking and so mid-stay our room did get missed for a cleaning, however, after speaking with vincent, the manager on duty that evening, everything was sorted out both swiftly and very much to our satisfaction. he was excellent with his communication and had an immediate action plan to make it right. :)

there was also a bit of an issue with the billing where we were over-charged for a night, as well as charged for mini-bar items we actually never took.
BUT when i called after we'd arrived home, i spoke to someone in the billing department and gunan was very helpful in making sure we received our refund. he was immediately apologetic & reassuring and together we went over the bill, correcting the mistakes. :) no problems there!

to be clear, the purpose of this review isn't to complain about mistakes, but rather praising a hotel for being accountable and making things right immediately. mistakes happen. it's what happens after that counts. we're not the type of people that take advantage of mistakes to try and "get" something and so we believe that's why we get excellent customer service.

pros: good rates, good customer service when booking, VERY clean room, great customer service during and after our stay, nice staff in the restaurants, decent pool, comfy bed, quiet.

cons: bathroom really could use a fan, as it got quite humid in our room after showers. a short stay in this location would be ok, but on our five night stay we got a little tired of being stuck out at the airport. :) having said that, though, it WAS very convenient to be able to just walk through a door and check in for our flight!

thank you for a pleasant stay, sheraton!

  • Stayed: September 2012, traveled on business
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Thank e M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TimReardon, General Manager at Sheraton Gateway Hotel in Toronto International Airport, responded to this reviewResponded September 26, 2012

I was very pleased to read your review following your stay with us. I am sorry that you were inconvenienced with some issues but I thank you for acknowledging Vincent and Gunan’s efforts to make things right for you. While we make every effort to ensure our guests have a flawless stay, there are times when things don’t go as planned. Thank you for your understanding.
Thank you also for your feedback on our bathroom, I will share it with my Engineering Manager for a possible solution.
We look forward to welcoming you back in the near future.
Sincerely,

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Reviewed September 24, 2012

Stayed here for two nights and booked the 8th floor room.Room very good and clean.Nice to have coffee and snacks avaiable for most of the day all in the price along with cold drinks and breakfast.
Only down point was when my wife asked about free wi-fi she was told no and it would cost C£16 per 24hr.Paying C$271 per night we thought that was steep and should have been free.
Will stay again next time though.

  • Stayed: September 2012, traveled as a couple
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Thank Blanketstacker1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

Opposite terminal 3. Stayed there several times, check in quick and easy. clean spacious and quiet room.
Price and quality in balance.
Food expensive but good. Alternative: go to the airport terminal for choice of restaurants

  • Stayed: December 2011, traveled solo
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Thank otja
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 19, 2012

Rooms are nice, spacious, nothing amazing, but clean. Check in is always slow and relatively non friendly. Fitness facilities are excellent so that's a big plus. As is the convenience of the location. The 8th floor business floor is excellent for morning breakfast. Staff are amazingly nice and friendly so if you have time for a meal in morning, stay on 8th floor. The lobby restaurant is also a nice plus and offers up a great place for drinks and snacks or a nice casual dinner with activity around you.

Stayed: September 2012, traveled on business
Thank Mike B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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