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InterContinental Toronto Centre
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Reviews (2,881)
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Reviewed January 5, 2014

When we checked into this hotel, they immediately upgraded our room due to my Platinum Reward status. The room was beautiful, spacious, and clean, with a direct view of the CN Tower.
Service was excellent, and we have no complaints except for one little thing:
While we were out to dinner and a show, a gift was delivered to our room and placed on our bed. The gift was not intended for us, which lead to a couple of issues...first, who had gone into our room and placed it on our bed (apparently it was a staff member, thank goodness). Secondly, if we were dishonest people, the gift may not have made it to the intended recipient and could have been a big mistake for the hotel. Our phones were not working, so I had to hand-deliver the gift back to the front desk, rather than having someone come up to retrieve it.
To apologize for the error, the manager gave us free breakfast the next morning at the hotel restaurant (which was delicious, by the way). It was a mistake, but one wouldn't expect such mistakes in high-end establishments, particularly when dealing with a gift from one guest to another.
All in all, we were pleased with the service, our stay, and the facilities, and would definitely stay here again.

Room Tip: We had a room on a higher floor overlooking the CN Tower and the lake, which was beautiful.
  • Stayed: November 2013, traveled with family
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1  Thank Percivas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessica W, Manager at InterContinental Toronto Centre, responded to this reviewResponded January 16, 2014

Dear Percivas,

Thank you for your comments. We are happy to hear that you enjoyed your recent stay with us and apologize for the difficulties you experienced regarding the gift delivered to your room. We appreciate the time you took to notify our team and have followed up internally to ensure oversights such as these do not reoccur in future.

Please let us know when you are planning your next visit as we would be delighted to have the opportunity to assist you with your reservation.

Thank you again and we look forward to your return.

Best Regards,

Jessica Webb
Executive Assistant
Jessica.webb@ihg.com

INTERCONTINENTAL
TORONTO CENTRE

225 Front Street West
Toronto, ON
M5V 2X3

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 4, 2014

This is my first review I've ever written and it comes at the expense of the manager of this hotel. The hotel itself is nice. The service needs some work. After booking a room for two we had a third party join us, and wanted to upgrade the room. Willing to pay for the upgrade we were told by the manager "we don't want to clean the new room for you as the room you booked has been cleaned so please make due with the room you booked". Seriously? This was after many attempts to upgrade and them telling me there was no availability, which was an out right lie. Highly recommend booking somewhere else.

  • Stayed: January 2014
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1  Thank Eric00420
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessica W, Manager at InterContinental Toronto Centre, responded to this reviewResponded January 6, 2014

Dear Eric00420,

Thank you for your feedback. I would like to apologize for the less than satisfactory experience you had and can assure you that this is not indicative of the level of service our team is known to provide.

It is disappointing that our team failed to provide you with the outstanding service we are known for and our Director of Rooms, Christian Potvin, would like to have the opportunity to discuss your experience in greater detail. Please contact Christian at your convenience at christian.potvin@ihg.com.

Thank you again for reviewing us and we look forward to speaking with you soon.

Best Regards,

Jessica Webb
Executive Assistant
Jessica.webb@ihg.com

INTERCONTINENTAL
TORONTO CENTRE

225 Front Street West
Toronto, ON
M5V 2X3

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 4, 2014

We stayed at the InterContinental in early January 2014, under an employee rate discount. The hotel is located on Front St, approximately a 15 minute walk from Union Station. However there is a lot of construction happening on Front at the moment, so I suggest taking the underground PATH system through the Royal York hotel. From then on it is about a 5 minute walk outdoors (which really makes a difference in the freezing cold).

When we arrived the doorman was very nice and greeted us warmly. Upon check-in we were told that the hotel pool was closed down as ice had fallen through the glass roof. Needless to say we were a bit disappointed as the hot tub would have been a nice way to warm up from the cold weather. We were given a room on the seventh floor with two double beds. The room was nice but we found a few cleaning issues. First there was a dirty sock under the bed (again no big deal, just something we noticed), the room was fairly dusty, and there were some nasty marks on the toilet bowl cover. But we got over that pretty quickly as the views are absolutely stunning and the location is amazing.

Later on after going to the ROM we came back and wanted to call down to the Front Desk to request a toothbrush, however our phone was not working. Like normal people, we assumed it had just become unplugged, so we pushed the bed back to take a look. That's when we discovered that not only was the phone unplugged but the cords had been completely ripped out of the wall and open wires were everywhere. We went down to Front Desk to let them know about the issue and could not have been more happy with the result. A lovely younger, dark haired woman was very sympathetic and assured us that even though we were staying under the employee rate we should not have to settle. So she upgraded us to a deluxe room on the thirteenth floor with two double beds and a quaint sitting area.

Overall this hotel was great and the customer service was just amazing! The only negative occurrence was that while at Front Desk for the second time we learnt that we could have gone to the Fairmont Royal York to use their spa/ pool facilities. We found this out too late and the pool had already closed. It would have been nice if we were told of this upon our arrival and not 11pm via a note at Front Desk.

Room Tip: Suggest upper level room with, all rooms have a good view though!
  • Stayed: January 2014, traveled with friends
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Thank aaalexx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessica W, Manager at InterContinental Toronto Centre, responded to this reviewResponded January 16, 2014

Dear aaalexx,

Thank you for taking the time to share the details of your experience with us on TripAdvisor. It is thrilling to read that your thoroughly enjoyed your experience and received such memorable "at your side" service from our team. We would however like to apologize that you were not informed about the pool usage upon check-in and will be following up internally with our Front Office team to ensure instances such as these do no reoccur in the future.

Should you wish to discuss your experience in further detail or should there be anything I can assist you with when planning your next visit, please do not hesitate to contact me personally.

Thank you again for your review and we look forward to welcoming you back soon.

Best Regards,

Jessica Webb
Executive Assistant
Jessica.webb@ihg.com

INTERCONTINENTAL
TORONTO CENTRE

225 Front Street West
Toronto, ON
M5V 2X3

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2014 via mobile

We arrived at the Intercontinental after a festive holiday with family - this was our last 2 days of our holiday before flying home to the UK. The front desk staff were very nice and quick at processing our reservation. I requested a high room with views of the CN Tower and we weren't disappointed. We were given a corner room on the 24th floor (there are only 25 floors) which gave is views of the train station, Toronto City airport and full view of the CN Tower ( we were so close you could almost touch it). The room was lovely. Very big for a city centre, bed was massive and very comfortable. Would definitely stay at the intercontinental again if only for the views!!

Stayed: January 2014, traveled as a couple
Thank Banksy77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessica W, Manager at InterContinental Toronto Centre, responded to this reviewResponded January 6, 2014

Dear Banksy77,

Thank you for reviewing us on TripAdvisor. We are delighted to hear that you enjoyed your recent stay with us and had the opportunity to enjoy the breathtaking views our guestrooms offer. It is always our goal to ensure our guests’ needs are taken care of and it is wonderful to read that we were successful in doing this for you.

Should you ever require any assistance when planning your future visits, please feel free to contact me directly.

Thank you again for your comments and we look forward to welcoming you back.

Best Regards,

Jessica Webb
Executive Assistant
Jessica.webb@ihg.com

INTERCONTINENTAL
TORONTO CENTRE

225 Front Street West
Toronto, ON
M5V 2X3

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2014

I have stayed at this hotel twice recently for business meetings. The hotel and meeting space were flawless both times. I would highly recommend using this hotel if you need to make a great impression on business associates. Meeting room was well appointed and excellent staff accommodated all of our needs, even for the last minute items. The food catered for our meeting was excellent. I would recommend selecting any of the hot meals for an excellent business lunch sure to impress. The hotel room was well kept, bathroom well appointed with large counter space, robes, ironing board. Bed was pillow top, very comfy and soft. Pillows, towels all first quality. I stayed in an upgraded suite which had an added hallway with a living room area. Room was very modern and lovely. Hotel staff very professional. Hotel room has a great view of the city - probably in every room. Location is excellent and close to everything. Restaurants galore are a walk out the door.

  • Stayed: November 2013, traveled on business
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Thank CdaTurst
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jessica W, Manager at InterContinental Toronto Centre, responded to this reviewResponded January 6, 2014

Dear CdaTurst,

Thank you for your kind comments and ongoing loyalty. It is a pleasure to hear that you not only enjoyed our convenient location and accommodations, but also had the opportunity to experience the outstanding service delivered by our catering and banquet teams. Both of these teams strive to exceed our guests’ expectations and we are delighted to read that they were successful in providing you and your group with a memorable experience.

I would love the opportunity to show our gratitude for your loyalty and invite you to contact me personally when planning your next visit. Thank you again for sharing your review with us and we look forward to your return in the future.

Best Regards,

Jessica Webb
Executive Assistant
Jessica.webb@ihg.com

INTERCONTINENTAL
TORONTO CENTRE

225 Front Street West
Toronto, ON
M5V 2X3

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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