FY SLTO OSE 80%

FY SLTO OSE 80%

Room number

Guest name

Overall score

Review

What type of trip was this?

First Name

Last Name

Arrival

Departure

Andrew lamb

80.0 80.0

Was often hard to get in touch with room service or concierge otherwise everything was great.

Family Friends

Mr.Andrew Ms.Jennifer

Lang

2021-12-26 2021-12-27 1015 2021-12-13 2021-12-21 1104

Great service. Professional team. Thank you

Ho

80.0 I scheduled a room service delivery of 10:00am for my included breakfast but it never came. Called down and they indicated it was coming albeit late and should have it in 10 minutes for about 10:30. Waited until 10:50am cancelled order and went down to have breakfast because no one would answer the phone at room service. I had to call front desk and they took care of it. Seating was full by this point so we had to sit at the bar high top. Frustrating to say the least. Staff were very apologetic and empathetic to the situation. There were elevator issues earlier in the morning (fire alarm) but that had already reset 30 minutes before my schedule time. Front desk did compensate for some of the hassle and again was very empathetic to the situation so we left satisfied albeit frustrated overall. Checkout took over 25 minutes because the line up was large. One customer took up an entire person for nearly the entire time we were waiting which probably caused the backlog. Seemed everyone was very disorganized the morning we left including the valet. It was almost comical how many things can go wrong in one morning we just had to laugh and say out loud that this place cannot "seem to get their sh*t together this morning". Overall better than most other luxury hotels in Toronto so we passed it off as just one of those types of days. Thank-fully we were not in any rush. Lastly, the in-room iPad interface was not charged and the stand seems to not be charging the device so I manually used my own charger so I could access the services (room 1714 for maintenance to take a look at). Not a big deal.

Business

Mr.Mark

Mollison

2021-12-18 2021-12-19 1714

Scott Aubichon

80.0

We were charged for items that we did not use from the room which was dissapointing.

Family

Mr.Scott

Aubichon

2021-12-19 2021-12-20 1616

setting was beautiful and rooms were great. And room service in terms of housekeeping was amazing. My only comment is the bar is beautiful and a big draw but each time, it took over 45 minutes to get a drink. That was very bad!!! Overall the stay was lovely. The only complaint is that my coffee in the room tasted like there was soap in the Nespresso water.

Deirdre Hay

80.0

Business

Ms.Deirdre

Hay

2021-12-13 2021-12-16 1507

Victoria Bradley

80.0

Business

Ms.Victoria

Bradley

2021-12-16 2021-12-17 1707

80.0 Overall a good experience. Lovely and kind staff. Clean and comfortable room. Ordered room service 3 times - it was nice to have vegan options. Found it odd that water wasn’t served with my meals. TV in bathroom didn’t work and on my second night the fan/vent made a clicking noise all night making it difficult to sleep.

Single

Mr.Jillian

Allain

2021-12-14 2021-12-16 1012

Andrea Vimercati

80.0

You should improve tv system (Smart TV) Didn’t get a night turndown

Couple

Ms.Andrea

Vimercati

2021-12-10 2021-12-13 0708

Rooms are getting a bit outdated and needs some contemporary update to be competitive with other 5 star hotels. In room dining selection is very limited. Should offer food packages for enhancement experiences. Everything was amazing! Only problem we had was that we asked to get our room cleaned and our cart taken out but we came back later on and room was untouched. So no one cleaned.

Judy

80.0

Single

Ms.Judy Hoi Yee

Wong

2021-12-09 2021-12-11 0608

Mateo Roksandic

80.0

Couple

Mr.Mateo

Roksandic

2021-12-09 2021-12-11 0911

80.0

I found the overall quality of the food in the lobby bar disappointing this trip

Business

Ms.Tara

Brockelmann

2021-12-06 2021-12-09 1600

The quality of the room service food was not particularly good. Additionally I had to move rooms due to the traffic noise on the University Avenue side of the hotel.

80.0

Business

Ms.Patricia Susan

Nesbitt

2021-12-06 2021-12-08 1409

80.0 I found it hard to believe we were unable to order food or room service after 12am. This is literally the first time I experienced this at a hotel.

Mark W

Couple

Mr.Mark

Wadden

2021-12-08 2021-12-10 1607

Clean room and facilities. I found the location of the room was facing a busy street. Lots of sirens throughout the night.

Toni T

80.0

Couple

Ms.Tonia

Talotta

2021-12-04 2021-12-05 0900

80.0 I would give a 5 but there were some minor service issues. Our in room iPad was not working and there seemed to be a long wait time to get anyone in the phone to order room service or anything else needed. We had to leave the restaurant at breakfast and have our food brought to our room because the service was slow to assist us and we ran out of time. Otherwise very exceptional hotel and facilities.

Darwin Serink

Family

Mr.Darwin

Serink

2021-11-30 2021-12-02 0704

AJM

80.0

A 5 wasn’t far but the ladies steam room was not in operation during my stay.

Family

Ms.Allison

Mackenzie

2021-11-25 2021-11-28 0910

Hotel room was clean, no concerns. Compared to shangri la in Malaysia the service was good not exceptional. That maybe just North American standards

Zainul saigar

80.0

Couple

Mr.Zainul

Saigar

2021-11-27 2021-11-28 1414

80.0

Au restaurant,le service a été très lent.

Business

Ms.Marie

Roy

2021-11-12 2021-11-13 0619

80.0 Our experience was great. Staff were kind and professional. Service was great. Everyone kept making sure we were enjoying our stay and all our needs were being met. The food was amazing. The room was clean and tidy. The issue we had with our bathtub was dealt with and fixed in less than 10 minutes. Docked 1 star because the television was choppy/froze every now and then when were trying a watch a movie and the piano was bit a loud in the lobby when trying to have a conversation. Otherwise would highly recommend.

CB

Couple

Ms.Chantel

Bingham

2021-11-27 2021-11-28 1111

80.0 Staff were super friendly and welcoming. And not just limited to client-facing staff, everyone from housekeeping to service personnel were just as welcoming, so love that. Had some issues with the room however. Was hoping for an upgrade per Fine Hotels and Resorts benefits from American Express but this, nor any attempt, were mentioned. The iPad in the room that serves as guest information and making requests stopped working and needed an admin password. Didn’t bother having it fixed. The drain in the bathtub also seemed to be dislodged from its control so the water wouldn’t drain as fast as it should. I also wanted to use some Golden Circle points towards dining expenses but the front desk couldn’t figure it out upon check out and I was assured it would be done shortly. I received a charge on my Amex but no folio as of yet, but according to the charge and my points balance on the Golden Circle website, it would seem the points weren’t redeemed. I’ll have to call front desk to sort it out. Had breakfast at the restaurant as well - the Benedict’s I had were great but the omelettes we ordered were way overdone, which is sad. Granola was delicious! Also, would like to commend the service team for providing a crib for our two year old and his welcome basket of washcloths and baby shampoo. Most importantly, Monty the Moose, whom he now sleeps with ever since we returned home! One considerable factor in choosing Shangri-La, aside from the service (which was great as usual) and food (not so great this time, we had been coming to Bosk for our Thanksgiving dinners for years and we were sad to see it go), is the EV charging stations which the valet was only too happy to use to charge us up for our daily travel. My wife loved her spa treatment at Miraj Hammam, speaking to their warm service. Overall, a very good visit and since we’re too paranoid to travel abroad these days, I’m glad we chose Shangri La Toronto. Having been to Shangri La Sydney and Maldives, I’m glad there is a Shangri La close to home.

Michael

Family

Mr.Michael

Carating

2021-11-25 2021-11-28 1214

Great location with very helpful staff. Only issue was the malfunctioning espresso machine that constantly flooded the countertops. This happened three times.

80.0

Family

Ms.Amy

Doan

2021-11-26 2021-11-28 1008

Sejla Dedovic

80.0

Very expensive room rates for what you offer at least include breakfast or parking

Couple

Mr.Sejla

Dedovic

2021-11-23 2021-11-25 1401

The service was impeccable at check in and restaurant s, however ran out of lox in pm The room had some deficiencies Remote switches , the cabinet drawers and hot water shower need upgrades One day the cleaner had left her cloth and no refills of tea supplies and complimentary water bottles The robes were not replaced The spa booking did not tell me that the hammam steam room was available for an extra fee and simply directed me to use the pool facility In general our experience was not the same as previous times . we were there for four nights and I decided to not complain and focus on enjoying our stay instead.

Rozmin Kamani

80.0

Family

.Rozmin

Kamani

2021-11-17 2021-11-21 1507

80.0 Overall, another memorable 1 night stay at Shangri-La Toronto. I booked the staycation package which included the $100 food and beverage credit, breakfast, valet parking and movie (w/ popcorn). This was my 3rd time staying at this property. Compared to last visits there were both highs and lows. Starting with the highs, the pool and hot tub are immaculate and are definite must dos. The room was well kept and very clean. On the downside, the recognition was a bit lacking (there certainly wasn't any wow factor or surprises compared to prior stays) and the food quality has gone down from my prior experience. Specifically, the food included as part of the package was below the standard of food ordered a la carte. I will definitely stay at this property again but probably not in the next while. The stay isn't the cheapest and there are comparable properties in Toronto I wish to try first. 80.0 We ordered some food at 1:30 a.m. not knowing that the kitchen was closed and got a confirmation that the order was received. It was delivered at about 11 a. m. the next morning. Something to clearly say the kitchen is closed and no further orders are possible would be my recommendation.

Chris

Family

Mr.Christopher

Li

2021-11-11 2021-11-12 1604

Clifford Dresner

Couple

Mr.Clifford

Dresner

2021-11-20 2021-11-21 1011

Everything was good but disapointed there was no place to sit at the bar or lobby to grab some drinks foods saturday night, the staff said I can go all the way in this quiet restaursnt corner.. there should be a priority for guests of the hotel.. Nice get away. Room needs a good vacuum and the lobby bar food was poor. But- everything else was enjoyable.

Soumik kanungo

80.0

Business

Mr.Soumik

Kanungo

2021-11-18 2021-11-21 1200

L.

80.0

Family

Mrs.Lyndsay

Small

2021-11-19 2021-11-20 0804

Michael

80.0

I think not having 24 hour dining options is quite poor for a 5 star hotel.

Friends

Mr.Michael

Doherty

2021-11-14 2021-11-20 1215

80.0 Please improve the WiFi! No WiFi in rooms! Also please provide skin moisturizer in room. You have pretty much everything else. 80.0 Hotel was great only disappointment Was the restaurant for dinner was not that great it was more like bar very load Breakfast was very good Not like the Shangri la in Singapore and Philippines 80.0 The experience would of be 5/5 but due to the water shut off, I have to take that into consideration. I was given notice about the shit off. In the morning when the water was working again, it was still unusable because of a discoloration. I ran the water for 30 minutes and it still was discolored. As I did contactless checkout, I was not able to inform the staff. I also specifically requested no items containing gluten, as I have Celiac Disease. The mini bar was full of items containing gluten, and all the items were expired

Ralph Cimmino

Business

Mr.Raffaele

Cimmino

2021-11-17 2021-11-19 1716

Bryan Sewell

Family

Mr.Bryan

Sewell

2021-11-12 2021-11-15 1715

Kelly Muirhead

Single

Ms.Kelly

Muirhead

2021-11-13 2021-11-15 0611

We had an excellent stay. I know that the service industry is very stressed right now without the proper staff. There were moments of slow service here and there but the staff are really trying to make up the shortages.

Crystal Tost

80.0

Family

Ms.Crystal

Tost

2021-11-10 2021-11-14 0808

80.0

The service was a little lacking likely due to a decreased number of staff

Friends

Mr.Blair

Wyllie

2021-11-13 2021-11-14 1716

Room was clean & comfortable. Bar was very noisy in the evening. We would not even venture down there to have a glass later in the evening. Chair in room was defective. Clock in bathroom was defective. Otherwise nice experience. Checkin was smooth. Lighting in bathroom and toilet were not working, but repaired quickly while I was having lunch. Food at Bosk was mediocre.

Klaus

80.0

Business

Mr.Klaus

Ryum Larsen

2021-11-10 2021-11-13 1105

80.0

Business

Mr.Andrew

Karpavicius

2021-11-09 2021-11-10 0803

80.0 There was no fridge in the suite except for the mini-bar one. It would have been nice if there were more towels.There were no paper towels. The chair at the desk in the living area was very off balance whenever one leaned back in it. There were no backs to the stools at the tables in Bosk. Some room molding and trim, in places, looked worn. The dead bolt on the door could throw to its true length due to the bolt slot not being drilled deep enough in the door jam. Printed directions for the coffee maker, as well as being on the IPad, would have been nice. The staff, at every encounter, were excellent, always helpful and attentive. The food and drink were very good, tasty and well presented. The suite was neat, tidy and clean upon arrival and after each housekeeping visit.

John MacDonald

Family

Mr.John P

Macdonald

2021-11-05 2021-11-08 1114

Our breakfast was 30 min late and very cold. Coffee was luke warm. Last time we stayed room service was superb. Also even with hot water on full in washroom still was not very hot. We ran our bath and showers on full hot, the entire stay.

Travel888

80.0

Couple

.chad

eden

2021-11-06 2021-11-08 0918

80.0 We loved our stay at the hotel. We bought a Family Fun package and felt the staff could have used more information on what that included. We had to inquire after every "perk" and I felt that if I didn't ask, we wouldn't have gotten it. For example: the tent for the kids. It wasn't in our room at check in so I asked about it. I was told I had to arrange that ahead of time but nowhere at booking did it say that. We did get the tent eventually which was great but I felt bad having to ask for it.

Family

Ms.Whitney

Crispell

2021-11-06 2021-11-08 1516

Jeff Williams

80.0

Lack of recognition for diamond status. Restaurant unavailable not advised prior. Rooms getting tired Compared to Shangri La in London, UK, the service was slightly below expectation. Served hot tea on arrival in UK, had binoculars in the room, had a tray across the soaking bath. I love the smell of your air aroma but found it too strong in the room. Kept me from sleeping. everything was great except for a faulty ironing board and hair dryer, which needed to be replaced.

Family

Mr.Jeffrey William

McCarthy

2021-11-06 2021-11-08 1515

80.0

Couple

Mr.Osama

Qadri

2021-11-06 2021-11-07 1509

80.0 80.0

Business Business

Mrs.Rosa Maria

Dibrina

2021-11-02 2021-11-03 1511 2021-10-27 2021-10-30 0609

Anya

.Anna

Yablonska

80.0 Everything was near enough perfect except the service in the hotel lounge My partner and I were over looked somewhat when we were needing to order The server went to every other table twice in 20 minutes and did not come to us even when we tried to get their attention. Unsure why not However , in general all the staff were very affable 80.0 Great hotel and nice stay Improvements would be welcomed regarding food service: breakfast is very expensive despite just a few items available and no buffet (they have resumed everywhere) and room service choice is very limited

Couple

.Hannah

Lafferty

2021-10-25 2021-10-26 1211

Prof. Philippe JUDLIN

Business

Professor.Philippe

Judlin

2021-10-19 2021-10-21 0717

We had a nice experience however we were there to celebrate my husbands birthday and the complimentary cake that they said they would send up to our room never came and we also preferred popcorn to our room along with drinks we ordered and the person who came to deliver our drinks said he forgot the popcorn and never came back up with it. I called front desk to let them know. We enjoyed our stay in the Shangri-La. The room was lovely and the facilities are excellent. One less then ideal feature is that coffee wasn’t available in the lobby lounge “except for VIP guests”.

Josie

80.0

Family

Ms.Josie

Forgione

2021-10-23 2021-10-24 1211

Kim

80.0

Couple

Ms.Kimberly

Heessels

2021-10-22 2021-10-24 0711

80.0 I found the room price per night was above market rate for Toronto for the same type of experience and quality.

Couple

Mr.Rob

Barlow

2021-10-23 2021-10-24 1403

Very nice staff, great service Hotel room experience is a bit mixed, last time I had a welcome surprise with little cakes and a surprise complimentary Drink midway through the stay but nothing this time

80.0

Business

Mr.Maximilian B P

Biagosch

2021-10-17 2021-10-22 1111

80.0 Everyone who worked at the Shangri-La was lovely, but there were certain things advertised in the room, from particular mini-bar snacks to hotel services offered via the in-room iPad, that weren't actually available. For instance, the mini-bar sheet said there would be gummy bears available, there were no gummies in my mini bar. That sounds frivolous, I know, but this was my first post(?)-COVID trip and I wanted to treat myself, I wanted to really pull out all the stops. And while aspects of the hotel were lovely (the bathroom, most notably), there were just some aspects that had yet to receive an update amid the changes of the past 18 months. Another example of this was that the iPad advertised a hotel limo. It wasn't updated to reflect that this was a pre-COVID service that had been scrapped amid the pandemic. It wasn't until I went downstairs to the front desk — which I assumed, incorrectly, doubled as the concierge — that I learned otherwise. To be honest, the fact that such an expensive and well-regarded hotel also doesn't have a concierge, pandemic or not, was a big disappointment. That's one of the highlights of any hotel. I was also frequently given conflicting information regarding the lobby. One employee would tell me I was welcome to sit there and work, with or without a reservation, while another would tell me the complete opposite. While those employees were still very friendly, it made for an unwelcome experience.

J

Single

Ms.Jami

Ganz

2021-10-14 2021-10-18 0917

Michael Vourakes

80.0

All is well. Excellent stay. Only one minor issue. I received a bill for a minibar charge that we did not use. We had a great time but were a little disappointed to find a half eaten block of cheese in the "sealed" fridge of our almost $1k a night room. Concierge kindly sent someone up to remove it quickly (we didn't want to put it in our garbage where it might smell up the room), but it made us question the cleanliness of the room. And when we checked out I received an invoice for a bottle of Prosecco that my brother in law (who was not there) had ordered to our room as a gift. Not that big of a deal I guess but my bro-in-law was upset we had seen the total charge that had been meant to be a gift.

Couple

Mr.Michael

Vourakes

2021-10-16 2021-10-17 1608

Steph

80.0

Family

Ms.Stephanie

Jakubowicz

2021-10-16 2021-10-17 0814

80.0 The hotel was amazing, the facilities outstanding. Our only complaint was the noise from the street which continued all through the night, resulting in both of us not sleeping at all well. We were facing University on the 7th floor, in hindsight should have asked for a room on the back of the hotel, but would never have thought noise would be an issue. We have stayed in many of the downtown core hotels, and street noise has never been as bad as this inside the room.

Susan Colley

Couple

Ms.Susan

Colley

2021-10-16 2021-10-17 0718

Larry Masson

80.0

Room and service was wonderful. Food was average.

Couple

Mr.Larry

Masson

2021-10-14 2021-10-15 1200

Restaurant is very weak. No menu online, I didn’t end up eating at all. Four seasons Toronto has nice French restaurant, and a lobby restaurant really good food. Lounge area so relaxing. Staff were all very nice. Hotel room is nice and well kept. Would only complain that the breakfast in the hotel restaurant was very slow for service and food was mediocre.

Jodi

80.0

Business

.Heng

Li

2021-10-08 2021-10-11 1203

80.0

Couple

Ms.Diana

Gilbert

2021-10-09 2021-10-10 1707

The people were very friendly. Upon check in, it would have been nice to know we get charged in advance and then credited.

Tracy Dilawri

80.0

Couple

Ms.Tracy

Dilawri

2021-10-02 2021-10-03 0611

80.0 We generally enjoyed our stay and the staff were exceptional. The only issue we had was in the booking process. As part of the package we booked it was possible to arrange for an early checkin and late checkout, though it was made clear that this was not guaranteed. We were interested in booking the afternoon tea and were told that it was only being served in room. The way our schedule worked the only time that worked for us to have tea was around 1:00-1:30. But because we didn’t know if we could have the room around that time we were not able to book the tea, which was disappointing. We were able to arrange for a 2:00 checkout but because the tea required 24 hours notice we didn’t book it. Then, as we were leaving we could have sworn we saw a people in the lounge having tea, which was confusing since we were told it was being served only in the rooms. Other than that we thoroughly enjoyed our stay

Friends

Ms.Rosalie

Principe

2021-10-01 2021-10-02 1104

80.0

Nous avons un problème avec la facturation

Business

Mr.Christian

Roy

2021-09-26 2021-09-29 0600

80.0 Advised we were celebrating getting married, was told there would be dessert provided based on chef that day. This was not provided

A Kwame

Couple

Mr.Kwame

Awere-Gyekye

2021-09-24 2021-09-27 1100

Jacqueline Teggart

80.0

The staff was very accommodating, cheerful and kind.

Family

Mr.Jacqueline

Teggart

2021-09-24 2021-09-26 1108

80.0 We had a lovely welcome reception from Tway , she is a highlight along with the breakfast and checkout with her, she goes above and beyond. Room was spacious and well decorated but beds were too soft and wasn’t impressed with water pressure in shower & took ages to get hot water. Hot hard pressure is essential for someone with thick long hair or you stand there forever. Beds were uncomfortably soft, both… and sheets were not tight or well made, like someone previously slept in it. Unexpected for luxury hotel.

Friends

Ms.Kathy

Kenny

2021-09-04 2021-09-05 1006

Service was good and attention to detail remains at a satisfying level. One structural issue noticed was that as a result of the closure of BOSK, there is confusion regarding in-hotel dining options and the challenges surrounding the exterior patio, it’s separate menu and timings. Almost everything was great, with the exception of the media options in the room. As well, this was our honeymoon, we were coming to the hotel right from our wedding, however, we were not allowed to drop off baggage or check-in in advance, which made it difficult for planning.

Matthew Langille

80.0

Couple

Mr.Matthew

Langille

2021-09-05 2021-09-06 1207

80.0

Couple

Mr.Matthew

Mattice

2021-08-28 2021-08-30 1509

80.0 Room and amenities were nice. Service for breakfast the next day was very delayed, we waited for 35 minutes to be served while seeing other tables receiving coffee and food. We were asked if we would like ice upon check in and never received it. We were there for my partners birthday and checked in at 1:30, gout our room at 3:00 and it wasn't t until we arrived back after dinner (reservation at 700 pm) that a small cake arrived - nice gesture but i was told our room wasn't ready as they had to finish cleaning and have a small token for when we arrived into the room. We checked out and our remaining bill was $186 (rounded up), the afternoon of check out I received one email stating this amount and then later on received an updated bill of $215 with no explanation. 80.0 Beautiful room and facilities I would have given 5/5 except my amenity did not get delivered on the day of check in and after 3 reminders it got delivered on check out, however it was mixed up with another room's delivery. I received another room's breakfast and I did not know this - so I opened the brown bag. 20min later, front desk asked for this back to deliver to the correct person. I was shocked by this because especially during COVID (even if it wasn't COVID) once food is delivered to someone else's room it should not be taken back to deliver to another room for hygienic and healthy & safety. 80.0 Overall is pretty good. But could be better if we were well informed about the hours. We were told the bar closes at 11 but when we got there around 10ish, they told us last call is already closed. We were misinformed again we can order cocktails in the morning starting from 7 am. Again, in the morning we were told the bar that serves cocktails won’t start until 12 pm. Unfortunately we only planed to stay for 1 day, and had to leave before noon. In conclusion, the staff is not knowledgeable about the hours and service.

Couple

Mr.Iain

McMeekin

2021-08-21 2021-08-22 1014

Family

Ms.Karen

Jang

2021-08-20 2021-08-21 1508

Suri Tao

Couple

Ms.Shuairong

Tao

2021-08-18 2021-08-19 1118

80.0

Quite annoyed that my Tesla was returned to me from Valet not charged. Only noticed after I drove off. Manage reservations with more staff or better trained staff. 30 mins past our brunch reservation was detrimental to our schedule. Customer service excellent as usual, room immaculate and bed comfortable. Some minor issues re: lack of hot water from bathroom sink, some slowness with Internet connection, and a keycard reader in elevator not working, but overall stay was superb. Staff was great. Service was very slow. Requests were either forgotten about or took a long time to fulfil. Also many times calls down to the front went unanswered. The server at the breakfast was also a little slow with requests and disappeared half way through once our food was served. We had to ask another server for assistance with additional drink orders and eventually the bill Great hotel. Rooms were lovely, pool and facilities really luxurious. Lobby bar was a bit lacking- service was slow. But all else was great.

Friends

Mr.Daniel

Shoskes

2021-08-15 2021-08-18 0603

Nicola Fisher

80.0

Family

Ms.Nicola

Fisher

2021-08-13 2021-08-14 0915

James

80.0

Friends

Mr.James

Pepple

2021-08-14 2021-08-15 1117

Tomi Varvodic

80.0

Family

Mr.Tomislav

Varvodic

2021-08-11 2021-08-12 1614

Janet

80.0

Family

Ms.Janet

James

2021-08-12 2021-08-13 1110

80.0

Great room (connected room) for family. Very spacious.

Family

Dr.David

Landry

2021-08-13 2021-08-15 1205

80.0 Some of the restaurant options were limited due to covid, spa steam room was unavailable and opening the day after we left. Checkout service was extremely difficult, as they argued the details of our voucher. In the end they compensated 80.0 Overall our experience was wonderful. We did have to ask twice to have the sofa bed made up so our kids could go to sleep. They didn’t come till after 9pm. Which is quite late for a 6 and 3 year old. 80.0 Lovely experience and hospitality is bar none! Only comment is that for our room upgrade we were given a room with a handicap bathroom. Yes it’s more spacious but I don’t consider it an upgrade. I’ve stayed at other Shangri-La hotels and the upgrade is to a junior suite or a room with sitting area, etc… My only other comment is to upgrade TVs and give the opportunity for guests to cast or stream content on the screen. Eg we’ve been watching shows on Netflix and Disney+ that we would of loved to continue watching. I’ve stayed at other hotels where guests can sign in to their Netflix or other streaming platforms. It would be fantastic if your rooms had smart TVs :)

Family

Ms.Jill

Li Shing Man

2021-08-14 2021-08-15 1119

Erin A

Family

Mrs.Erin

Alexander

2021-08-09 2021-08-10 1616

Fabio Avella

Business

Mr.Fabio

Avella Carrillo

2021-08-05 2021-08-08 1605

Overall they were amazing at this hotel. A few things we didn’t have a great experience with but everyone has a bad day . It was a great one night staycation with the family, but you can tell that the staff was a little rusty. We had to remind the front office and service team multiple times about the Family Fun Perk (overnight tent, Spinmaster toy, popcorn movie, etc.)

Jamie

80.0

Couple

Mr.Jamie

Clift

2021-08-06 2021-08-08 1703

80.0

Family

Mr.Panos

Kelamis

2021-08-06 2021-08-07 1414

80.0 So, keep in mind this review is assuming your a 5 star hotel…. The Hotel was booked solid, so our check in was delayed. Understandable, it’s not about the delay , it’s about how you manage the delay ( a little complimentary gift would’ve gone a long way). We didn’t get anything. Also, asked for a little chocolate cake for my wife as a surprise ( I was more than happy to pay for it. Concierge said yes , Instead we got little chocolates. We asked for whip cream for a Coffee (breakfast) and kitchen said they didn’t have. So overall , very good 4/5. Note that 5/5 is exceeding expectations. Will most likely go to the four seasons next time ( fyi they delivered on a chocolate cake). Thanks !

Eddy M

Couple

Mr.Carlos

Medrano

2021-08-02 2021-08-03 1212

Service and friendliness can be improved in the lobby area (very comforting at the Ritz in comparison). Room staff were great and attentive.

Rishi

80.0

Single

Dr.Rishi

Jairath

2021-07-30 2021-08-02 1603

80.0 Hello We appreciate that we were able to make a reservation at the Shangri-La on sunday for Sunday (same day). All the hotel staff were lovely to deal with and clearly happy to have guests back in the hotel. I have two small issues - I chose to get an email receipt for our stay and haven't received that as yet. Also - for the in-room breakfast, my latte mug came with a lipstick stain on the cup. I know that dishwashers don't clear off lipstick and this did catch me off guard given the high standards of the Shangri-La. We wish you all luck with the continued re-opening in coming days and months. Let's hope that things continue to move positively forward.

RdA

Couple

Ms.Ruhuni

de Alwis

2021-08-01 2021-08-02 1203

There was a long delay checking in: almost two hours, which put us in trouble with our dinner reservations and took away from a much needed break. Your staff are all friendly and helpful and did their very best to make up for the delay and its impact on our stay. It is because of their response that I will return and recommend your hotel to others.

D Phillips

80.0

Couple

Mr.Drew

Phillips

2021-08-01 2021-08-02 1117

80.0 Overall, good service although many times when we called Concierge, it took multiple attempts before someone answered the call.

KC

Family

Dr.Ka Lam

Chan

2021-07-31 2021-08-02 1006

Front desk staff (Christine) was awesome. Very quick response time for any needs. Only negative is that we upgraded to have a Terrace and I was disappointed in the amount of outdoor furniture provided (one chair/no cushion one couch no table ) as it wasn’t supplied with the same furniture as the adjacent room with the same Terrace.

Karen Anand

80.0

Couple

Ms.Karen

Anand

2021-07-31 2021-08-02 0612

80.0 Overall the experience was good, great safety protocols in place and loved the terrace room! One small thing, I mentioned when I booked that it was my partners and I's anniversary hoping for a small gesture in the room and even when we arrived I followed up but did not receive anything-small touches always add to great customer service.

Couple

Ms.Stefania

Sdao

2021-08-01 2021-08-02 0602

80.0

I would have liked to have more presence at reception, the service was a little slow.

Family

Ms.Jas

Sidhu

2021-07-31 2021-08-01 1704

80.0 Overall the experience was excellent, however we were out until 3AM for an event the night of our stay and were not told that the valet parking closes at 2AM. Thankfully we had paid for it when we checked in so they had to take our car. If we hadn't paid for it, we would be out of luck.

Askar Rizvi

Couple

Mr.Askar

Rizvi

2021-07-31 2021-08-01 0602

We enjoyed our overall stay. Our breakfast order was lost in the que, we waited an hour to eat while other tables came and went. We understand things are just getting back to busy. Then we had a similar experience waiting 30min for our car, while other guests departed. Luckily we can find humour in these mix ups.

Jennifer

80.0

Couple

Mr.Grant

Gonchar

2021-07-31 2021-08-01 1218

80.0 The hotel stay was beautiful, everyone was very friendly and helpful. The food and drinks at the Hive were great only thing we didn’t love was the breakfast other then that the stay was excellent. 80.0 overall we had a lovely time at the shangirla .it was our 10 year wedding anniversary and they really made us feel special and recognized that. howvere i was a bit dispaoointed whne we needed a reservation for dinner and we called concierge they didnt answer a few times, however they called back but were not helpfult o find us somewhere to go, and we asked about the lobby bar they said they would get back to us and never did . we waited for them to call back for a bit but when it was getting later we ended up booking outside the hotel and still did not hear back. 80.0 I am a bit struggling with how to rate my experience since there were clearly some inconsistencies in the service level provided by the team. Some staff were just great and they had good attention to details esp during follow- ups on requests or issues … while some weren’t on par.

Adriana Dicintio

Couple

Ms.Adriana

Dicintio

2021-07-25 2021-07-26 1403

Alex Cabral

Couple

Ms.Alessandra

Cabral

2021-07-24 2021-07-25 1200

Stephen Lo

Family

Mr.Stephen Yick Chi

Lo

2021-07-11 2021-07-17 1519

Had a great time. Understandably certain parts of the hotel were closed down because of covid, like the swimming pool which we were looking forward to using but obviously couldn't. The service was great and everyone was very nice and helpful, accommodating. We moved the curtains a bit to let in more light and see the CN tower from our corner unit and when I did, there was quite a bit of dust that was released in the air. Layout of hotel is nice. We prefer the layout of other hotels a bit more when comparing other 5 star establishments. The lobby didn't have that grand, luxurious, exclusive feels we got at the Ritz Carlton. Ceilings should be higher, lobby should feel larger, spacious, with some form of centre piece. Overall though we enjoyed the hotel and our stay.

Scott

80.0

Family

Mr.Scott

Holley

2021-07-11 2021-07-12 1108

80.0 The rooms were incredible, the people were incredible and the service was incredible. My only thing would be the food - I was told that there would be juice, coffee, tea and I called asking for almond milk too. I never received it. My seasonal berries weren't very fresh and truly weren't worth the 12. It's never about the money or a drink- but more of the experience. This establishment is incredible and very well run. I'm still waiting for some of my package to be credited back but- very seamless experience.

Couple

Ms.Sofia

Stillo

2021-07-10 2021-07-11 1409

We loved our evening at the Shangril-La. We indulged in the luxury of it! Staff were amazing all-round. Special shoutout to Andre, the doorman, whose greeting upon our arrival set the tone. I'm rating our stay only a 4 out of 5 because the view was a little disappointing. Would loved to have the sofa and bed facing the CN tower rather than the wall and big pillar. Thank you to Andrew Muddiman and team for honeymoon welcome of champagne & chocolates -- they were much enjoyed! Staff was great. The room was clean and comfortable though there were a few worn areas like the scratched furniture and pillow shams. The only issue was the room service bill had the gratuity added before it was delivered and not paying attention I doubled tipped on the service. With COVID restrictions, I did not realize how challenging it would be to get a meal especially with children. Perhaps reserve some patio space for breakfast for your guests. The hotel experience was lovely! Was less impressed with service or food in the restaurant The room was lovely (although the dirty windows were a bummer, I'm sure they are hard to wash). Staff were great, bed was comfortable. The 90 min limit on the patio was impossible to meet, and considering we were staying at the hotel, felt unfair. I was not able to do dessert and coffee, which was a real shame. Our server was lovely, however.

80.0

Couple

Ms.Judith

Phillips

2021-07-05 2021-07-06 1008

LEE VAN VALKENBURG

80.0

Single

Ms.Lee

Van Valkenburg

2021-07-02 2021-07-04 1406

Tinu Sandhu

80.0

Family

Dr.Takpal

Sandhu

2021-06-30 2021-07-01 1515

80.0

Couple

Ms.Dana

Khan

2021-06-25 2021-06-27 1603

Tova Epp

80.0

Friends

Ms.Tova

Epp

2021-06-24 2021-06-25 1704

80.0 The room and service were excellent. However, the pandemic has brought about a lot of restrictions in terms of dining. The room service food was lacklustre given the price, especially breakfast. Technology in the room also far behind other high end hotels. Ritz has a Bose sound bar to let you project whatever you want from your own devices. TV also lacks streaming options, both from the TV itself and ability to cast from your own devices.

TL

Single

Dr.Tin Yau

Li

2021-06-26 2021-06-26 9005

80.0

Found a fake eyelash on the bathroom floor. Cleaning could be improved.

Family

Mr.Sebastian

Keegan

2021-06-18 2021-06-20 1504

Shangri-La Toronto was amazing! Staff was awesome and very outgoing. Two major improvements would be our room card stopped working more than once, couldn’t use elevator and than had issues getting into the room. Another room for improvement would be at 2pm I requested my car to be ready for 3pm on the iPad valet feature, I received a confirmation message but when I went downstairs at 3pm to receive the car it wasn’t ready and they were not aware of the request. Hello We had a wonderful time staying with you at Shangri La My family had a brief but memorable mini vacation. My only concern is regarding room 1506, and the robes in the room. Feces was found on robe which was hanging in closet. I tracked down staff making a room service delivery, and he was immediately very concerned and replaced the robes right away. I received a phone call at roughly 11:30 from hotel staff that had been made aware of situation. I would like to know the outcome of the investigation. Other than that it was wonderful. Thank you

Joseph

80.0

Couple

Mr.Joseph

Crozier

2021-06-19 2021-06-20 1614

Jay Veber

80.0

Family

Mrs.Cheryl

Veber

2021-06-19 2021-06-20 1510

80.0

The bathroom smelled on arrival

Single

Ms.Helena

Liu

2021-06-17 2021-06-18 0917

80.0 Had some issues with the iPad (charging) so made it difficult for inform dining etc. Staff was warm and welcoming as usual. When ordering breakfast via the app, the order didn't go through thus delaying our day due to having to re-order. 80.0 your staff was amazing, went above and beyond. amenities were closed that was one issue that is okay because of covid. my steak wasn't made to good in all honesty I was scared to complain about it.but overall it was good I just wish I could have had the steak I really wanted.

Couple

Mr.Tyrone

Benskin

2021-06-11 2021-06-15 1600

Daud Alakozai

Couple

Mr.Daud

Alakozai

2021-06-06 2021-06-07 1203

Obviously nothing you can do about Covid restrictions. Through our booking we were eligible for an upgrade (visa infinite hotels). However, we were going to be asked to pay just for a better view - not even a better room type. Upside: staff were excellent about transitioning the third night to parents-in-law.

80.0

Couple

Mr.Darren

Mclennan

2021-05-27 2021-05-30 1614

80.0 We had a wonderful time! The only problem was the toilet ran every 10 minutes in the master bathroom so that was pretty annoying and then we just closed all the doors and it ended up being OK. Otherwise a fabulous stay! 80.0 We enjoyed our stay there. Everything was great except for the fact that the first night, we had sheets with small blood like stains on it. We requested that they be replaced the next day since it was already late and we didn't want to have them changed around 12 am.

Lesley

Couple

Ms.Lesley

Rowan

2021-05-29 2021-05-30 0808

JV Dave

Couple

Mr.Jvalant

Dave

2021-05-14 2021-05-16 1601

It was our anniversary.. we were told a cake Would be sent up that never was.. we also had a few Room service errors in our order and our in room iPad wasn’t plugged in properly and died.

Aaron Arsenault

80.0

Couple

Mr.Aaron

Arsenault

2021-05-15 2021-05-16 1508

Aliea Chetty

80.0

The bed was hard and was uncomfortable. I slept but def not well.

Couple

Ms.Aliea

Chetty

2021-05-03 2021-05-04 1217

From the moment we entered we had an excellent experience. The employees who greeted us were fantastic, particularly Shannon and Christy (I think that was her name, unfortunately I forgot to double check!). Shannon went out of her way to make our stay special. The hotel was beautifully presented and clean.

Kat Ball

80.0

Couple

Ms.Kat

Ball

2021-05-01 2021-05-02 1500

80.0 The staff was exceptional. On their toes, attentive but without being overtly present. My only disappointment was lunch, although I marked it as a breakfast further down in this review. I was using the hotel as a workspace And needed to have lunch while I was there. I had heard amazing reviews about the food in this hotel and thought I would try Pad Thai noodles. I found the food surprisingly lame. Not bad, just lame. And I would not have minded paying $47 for a bowl of noodles had it been at least “ really good”. That price seemed a little over the top. The price on the menu is one price by the time we get to your door turns into another which again I would not have minded paying had the food been exceptional. It was way too sweet, the noodles were overcooked, the shrimp were dried and the sauce was… I have no better word than gooey. As well, the coffee on the second day had nothing more than a burnt flavor. I know times are hard with everything going on but it appears your kitchen staff needs help.Not what I would expect from a five-star hotel. However, the staff themselves were exceptional and a pleasure to work with.

Shan

Single

Ms.Shan

Barr

2021-04-29 2021-04-29 1410

The office chair in my room was broken. My husband sat down to get ready for a call and the back of the chair broke off.

80.0

Couple

Ms.Jeanette

Kwan

2021-04-23 2021-04-24 1703

80.0 Sophie at checkin was amazing!!! My little boy was a bit overwhelmed and she tried to comfort him but she also worked speedily so we could move on to our room as settle him. Our room was lovely- the view was amazing and the amenities was comfortable. Was a bit unhappy that an hour in we found that the toilet tank would not stop filling so there was always the sound of running water. But Sophie arranged for it to be resolved as soon as it was convenient for us as our baby needed to take his nap when we noticed it. Overall I was happy with the corporate discount and our stay and hope to book again soon. 80.0 This is my favourite hotel in Toronto, however I am now on a tighter budget than usual, and wouldn’t typically choose to stay somewhere in this price range. I was delighted that I got it when I booked on Hotwire. My daughter Alexia had a modelling shoot in the city- the reason for our stay. We were nervous because of Covid, but those apprehensions dissolved instantly. Sophie and Chris bent over backwards to treat us like gold, and with great care. Chris gathered our bags and delivered them respectfully and asked permission to enter the room to place them, all the while, distanced. All possible precautions seemed to have been taken, and our room was immaculate. The video on the TV underscored the care taken to clean and sanitize the room prior to our arrival. The room was comfortable and luxurious, with a partial view of the city, and CN Tower. The usual slate of toiletries weren’t in the bathroom- just a shower cap and soap. No sewing kit, toothbrush. cotton pads etc. Not sure if this was an oversight or if these things now have to be asked for. It made no difference to us, just something I noticed. I also tried to crank open a window, but it wouldn’t open. Again, not a huge issue- maybe the windows aren’t supposed to open? Another note- My phone blipped off the wifi network about 3 or 4 times. It wasn’t a problem, just another thing I took note of. We slept well, the temperature was true to where we set the controls, and instantly responsive, and the room felt private and soundproof. The shower was lovely and sufficient. We are coffee snobs so brought our own coffee set up, but actually loved the Nespresso! Sophie gave us a 2 pm checkout, which was wonderful- because I had to fetch Alexia in the east end right around typical checkout time. It made for an unrushed morning, lingering in the room after I brought her back, and a stress- free exit. Alexia, by the way, loved the hotel. It was her first stay, and she said her usual anxiety was assuaged by the calm environment, the spacious room, the sprawling vanity, etc. Preparing for her shoot was unusually and atypically peaceful, simply because the the environment. The Shangri La is an oasis in the city, and my only regret is that we couldn’t stay longer. I guess a second regret is that i chose to self park in the adjacent lot, and spent way too much on parking! I will valet next time. Thanks once again for providing a beautiful, safe, luxurious retreat, for a weary arts worker and her daughter.

Shoba

Family

Ms.Shoba

Dewnath

2021-04-16 2021-04-17 1504

Claire

Business

Ms.Claire

Senko

2021-04-06 2021-04-07 1506

Overall great experience. Would be nice to have better technology for the TV (ie option to watch netflix). Breakfast room service came on time but was slightly luke warm.

EP

80.0

Couple

Ms.Elaine

Poon

2021-04-03 2021-04-04 0708

80.0

great service and amazing rooms, clean and stylish. WIll definitely come back

Couple

Dr.Cameron

Taheri

2021-04-03 2021-04-04 1515

The check in experience with Customer Service Manager, Christine Kim was highly frustrating and an extremely disappointing and insulting one. Would never expect that from an otherwise highly regarded hotel. After checking out I followed up with the Manager, Andrew who said he would get back to me with a resolution and even he didn't touch back. Staff was kind and courteous, room was spacious and comfortable. Some of the features of the room did not work - the TV in the bathroom, the coffee maker, the ipad. It would be good to confirm on the website what amenities are closed due to CoVid restrictions. Also suggestions - provide plastic cups for use in bathroom as risk of breaking high in the bathroom with the marble.

Imran Shah

80.0

Family

Mr.Imran

Shah

2021-04-02 2021-04-03 1604

80.0

Couple

Ms.Nico

Cassidy

2021-03-27 2021-03-28 1712

80.0 Overall we had a nice time. We loved the room with the automatics drapes and the large windows and beautiful view. The floor heaters was an exciting idea because the marble is so cold on the feet but it only heated in a specific spot which we didn't realize until we mentioned during checkout. We appreciated the anniversary dessert that was left in our room, that was nice. We haven't been away together in a while so we were just happy to be out of our house in the beautiful shangri la with the lovely view from our room. The main thing we found lacking was the food. I definitely expected the quality and calibre to be better. Of course we understand that with COVID things are minimized but the food wasn't that great. We had the Tenderloin for for dinner which was dry . We asked for mashed instead of roasted potatoes and were happy they accommodated but they ended up being very sticky snd gummy. Gluten free pancakes looked nice but the taste was off and tasted like the flour was stale, the butter taste was off as well. I liked the chicken baos and the gnocchi. Overall the service was good. Suggestion for improvement would be the food and more options on the menu. I was sent a menu when I booked not too long ago but some items were removed , and there was a fixed menu I was sent that was also not available. We really enjoyed our room just found the food somewhat disappointing. Our focus was to enjoy our rare night away so we didn't want to complain during our stay and just let it go. Thanks for the opportunity to give feedback .:) 80.0 Overall experience was great, the view of the hotel and the reception experiences were great. However, I was very disappointed at the taste of the food that we ordered. The price point that was on the menu was acceptable, but the taste doesn't meet the expectation at all. To add on that, especially the morning breakfast, I ordered the french toast, it was very oily that I can't finish a slice. 80.0 We always love our mini getaways to the Shangri La. The only reason I didn't give this 5* is that we booked the President's suite which was lovely but our toilet didn't work. The repair man came quickly and fixed it within 15 - 20 minutes but in the context of COVID I didn't love have someone come into our room for a period of time. The toilet should be working! Otherwise the room was lovely and we had great in room dining.

Michelle Sukul Chan

Couple

Ms.Michelle

Sukul-Chan

2021-03-20 2021-03-21 0917

Elisa Chen

Couple

Ms.Elisa Miss

Chen

2021-03-14 2021-03-15 1716

Couple

Ms.Sarah

Pallotta

2021-03-06 2021-03-07 1701

Jeff

80.0

The pillows were awful. Maybe a variety of pillows or a little firmer at least.

Couple

Mr.Jeffery

Trapp

2021-03-06 2021-03-07 1401

We have had many enjoyable stays at your hotel. Unfortunately, the food was a major disappointment this time. I understand it is Covid. However, we have experienced exceptional take-out during the pandemic. I would expect a hotel of your calibre to be offering the same.

80.0

Couple

Ms.Deborah

Ells

2021-02-27 2021-02-28 1014