Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
5575 reviews
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Mar 31, 2025Terrible customer service
Terrible customer service! Do not stay here it’s not worth the money! Customer service is not willing to do anything. If you call the front desk they will do nothing to help and laugh at you. This is the rudest hotel I’ve ever dealt with! Stay away at all costs!!
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Mar 20, 2025Look elsewhere
Understaffed and tired hotel, that is over priced for the facilities. Positives - Staff were mostly friendly and helpful - Renovated room was quite good - Decent room service food - Convenient location Negatives - Understaffed. Had maximum 2-3 service desks, even when totally booked out for a conference - Lifts. Slow, not working and/or inefficient - Gym is small and limited equipment. Pool is underwhelming - Drop off area near lobby. Can be slow for taxis/Ubers given limited access Am sure there are much better options for the money and would stay elsewhere next time
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Mar 17, 2025Excellent Hotel in a prime location
First the good which significantly outweighed the bad on our first night. We booked a best available room with breakfast and received a nice upgrade (we are Bonvoy members) to a water view room in the south tower on the 15th floor. A lovely updated room with two double beds which were very comfortable, decent pillows and nice amenities. At an excellent location water front location and only about a 5 min walk from Union Station. We really enjoyed the pool, hot as well as the steam and sauna rooms in the women's locker room. The fitness center was also quite nice. The pool area/locker room was clean and serviced regularly. Breakfast was excellent and well worth it with plenty of fresh fruit, lox, omelet station and numerous other premium options to satisfy every taste. The service staff at breakfast was also excellent and attentive, especially the gal (with the lovely Polish accent who's name we didn't retain) on our last day who went over and beyond to ensure we were taken care of. Gerry at the service desk was our service rock star because he righted the wrong on our first night....We were told at check that the south tower where our room was located was undergoing renovations. I specifically asked about the noise level and time and told any noise would be during the day before 6PM. It was 6PM by the time we got to the room, no noise....until that is 10:30PM when the drilling and hammering woke us up after a long day of traveling. We called the service desk and were immediately passed to manager Dimitry who apologized profusely but basically initially told us there was nothing he could do about the noise, gave us a myriad of excuses how it was unplanned, an emergency (not a leak or fire!), out of his control (um you're the manager dude and your guests are unable to get to sleep in your hotel!), no other rooms available and no ETA on the noise subsiding. We also were not the only guests affected and while we were tired unhappy campers, we felt especially bad for the guests who had to attend a work convention the next day. The second time we talked with Dimitry he said to stop by the desk the next day for compensation and to see about relocation while the noise persisted. Thankfully I had some ear plugs and at some point in the night the noise subsided and I passed out. Now back to Gerry...after breakfast the next day, we stopped by the service desk and talked with Gerry who took excellent care of us. Not only did he quickly move us to the quiet and more convenient to the pool North tower, he gave us an upgrade to a lovely Jr. Suite with views of the lake and city on the 17th FL as well gave us credits for the rough 1st night. We felt fairly compensated and well taken care of by Gerry. While I will give Dimitry the benefit of the doubt about not having rooms, we were in our new room by 10:30AM so either the room wasn't slept in or the maid service is lightning fast when someone checks out early (before noon). The maid service we had was excellent and timely. Overall the hotel was excellent and we would stay here again. I probably would have given 4.5 starts on service due to the manager's handling of a bad situation the first night but don't want to ding the rest of the staff who were truly 5 stars including the gal who took my initial call the first night and was still apologizing on our 3rd night. Issues happen but it's how they are resolved that differentiates the good from the bad and we appreciate how well the issue was resolved for us. Tip: [pun intended] tips go a long way, even a few US dollars are appreciated by the service staff.
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Mar 17, 2025
A Good Stay. Peter made the experience
Overall we had a good stay and would return. I like comprehensive reviews so here’s mine :) The city was super busy this weekend. Our room was an hour late being ready which was a shame. Peter checked us in and out - he was an incredible front desk employee! He made us feel like we were rich and famous and took an interest in our plans. We had a room with two Queen beds. They were very comfortable. Our friends found them to be a bit too soft. The linens were, indeed, heavenly. The room was pretty small. It had a small desk and chair in addition to the beds. No luggage stand but my medium-sized suitcase fit on top of the dresser in the cupboard. There were no facecloths. The shower was a good size and there was a shallow bath tub. The room had a filtered water dispenser which was very handy (but the water is room temperature). The vanity in the bathroom was very large. There is also a nightlight in the bathroom that turns on as you approach it. It is just the right level of brightness - guides you to the room but wouldn’t wake up the other guests. The room we had was newly renovated and looked nice - minimalist is how I would describe it. It seemed very clean. The air conditioning worked very well. There was an empty bar fridge in our room. There was no temperature gauge in it and it turned my protein drink into slush after 48 hours but it was nice to have a fridge and not have to worry about paying for extras. The tv said that we could stream from our devices but the QR code didn’t work.
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Mar 08, 2025
Peace (even with a not quite quiet fan) and deeply comfortable finishes
The room comfort was great, extra towels- for whatever reason?!!- are such a nice touch. The robe was incredibly soft and not terry. Room service food was nice, gluten free toast with breakfast was hot and crisp (gf folks know this is a feat), latte was delicious. Lobby bar staff was welcoming as I parked there to work between checkout and leaving for my flight. Oh! And the duvets were particularly perfect: warm not hot, fluffy but not too light, and not at all crunchy or rustling. A very peaceful stay (though I chose to have fan on to sleep to) after each day of intense conferencing! They’re in a series of renos, the room I had was refreshed with serene finishes and cleverly overlapping blackout curtains.