This hotel is beautiful and in a great location for the business and pleasure traveler alike. I stated on a mix of business and pleasure in December and had my wife and daughter join me mid way through my stay. as it was my daughters 14th birthday, I call and spoke to the manager, Stavros who went above and beyond to make this a very special occasion. We received at least a two room upgrade to a suite, they delivered a cake and gave her a complimentary movie. Upon arrival, my wife and daughter were greeted by name even though I hadn't given their arrival time and promptly taken to the executive lounge where my wife received a glass of wine and my daughter a hot chocolate. Everything about this stay was exceptional and the score of 5 wouldn't have done it justice.
The reason for the point reduction is due to my stay last week. The hotel was clearly not very busy and as a Platinum Marriott guest, I did not receive even a view upgrade. The concierge also sends an Email prior to my stay asking what welcome gift I would like to receive and on this stay, it did not happen. I asked the manager if they had eliminated that perk and was told he would take care of it right away which he did. Guest services called immediately and explained that if they get too busy then they don't provide that service which seems really odd. You either do or you don't. i also returned back to the hotel twice in the evening after Client meetings to no one manning the doors nor was there any employee to be seen in the lobby. This instance was shortly after 11pm but normally there is staff around at all times.
For those Marriott Platinum members you should note that the Ritz doesn't provide concierge access so if you are trying to be fiscally responsible and save a few dollars on breakfast, it won't happen while staying at the Ritz. On contrary, you will pay a small fortune to eat average food with average service at the second level restaurant.
I feel bad having to express my disappointment with the recent stay as Stavros and his staff went well out of their way to do everything perfectly on my previous stay. Bottom line is that this is a 5 star hotel and should be very good at what they do at ALL times.
I will probably give this hotel another chance at providing consistent quality service as they have only faulted on one of my 3 recent stays. Fingers crossed.
- Official Description (provided by the hotel):
- Toronto’s most centrally located AAA Five Diamond award winning hotel, The Ritz-Carlton, Toronto welcomes guests to the heart of Canada’s most culturally diverse city. Just steps from the city’s financial district and cultural attractions, the luxury hotel offers views of the CN Tower, Lake Ontario and downtown Toronto. Featuring Canada’s only cheese cave at TOCA Restaurant, an outdoor terrace at DEQ, and the #1 Hotel Spa in the world, The Ritz-Carlton, Toronto offers an oasis in the heart of the city. ... more less
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- Also Known As:
- Ritz-Carlton Toronto Hotel Toronto