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“Great Service”

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InterContinental Toronto Centre
Ranked #23 of 133 Hotels in Toronto
Certificate of Excellence
Owen Sound
Level Contributor
149 reviews
54 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
“Great Service”
Reviewed 7 January 2014

My 2 daughters and I spent one night at the Intercontinental while we were in town to see Les Mis. We self parked under the hotel which cost $27. We had prepaid through a 3rd party website. We had no problems. During check in I noticed information at the reception desk that stated that the pool was closed due to the ice storm. Because of this inconvenience, they gave us a certificate for a complimentary breakfast buffet. Our room on the 7th floor was spacious and clean. We had a nice view of Union Station. There were never any waits for elevators. We have previously stayed at the Hyatt, the Royal York, the Sheraton and the Pantages hotel in downtown Toronto. We liked the Intercontinental and would return.

  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PCbailey
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 review, 16 January 2014
Dear PCbailey,

Thank you for sharing your experience on TripAdvisor. We are pleased to hear that you and your daughters enjoyed your visit with us. It is also exciting to read that we have gained your loyalty and you will be returning in the future.

Please feel free to contact me personally when planning your next visit, as I would be delighted to have the opportunity to show our gratitude.

Thank you again 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
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2,636 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (665)
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English first
Georgetown, Canada
Level Contributor
70 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 7 January 2014

Booked this hotel through hotwire for one night because we went downtown for a concert. I had never stayed at an intercontinental before so I had no idea what to expect. We quickly found parking and made our way into the main lobby. It was large and the staff were very friendly and helpful - they even managed to put everyone in our party on the same floor and across the hall from each other. For being downtown Toronto, the rooms were a fair size, the beds were comfortable and we had a city view! Overall, I would return and recommend to others! The only thing I disliked was the fact that you had to pay for internet.

  • Stayed October 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Victoria M
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 review, 16 January 2014
Dear vmc13,

It is wonderful to hear that you enjoyed all aspects of your recent stay with us. We always aim to exceed our guests expectations and we are thrilled that we have the opportunity to do this for you.

Thank you for taking the time to review us and we look forward to hosting you again.

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
Level Contributor
12 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 7 January 2014

Stayed 3 nights on a conference at the convention centre next door. Great rooms. Reasonably priced. Close to all kinds of other attractions. My wife accompanied me on this trip. She had no trouble finding all sorts of things to do while I was at the conference.

Room Tip: Try for one of the corner rooms. Glass on 2 walls. Unbelievable view.
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  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Medic55488
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 review, 16 January 2014
Dear Medic55488,

Thank you for reviewing us. It is great to hear that you and your wife enjoyed our central location during your recent stay with us and we look forward to welcoming you back again in the future.

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
Toronto
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 5 January 2014

We stayed at this hotel while celebrating new years 2014 across the street at the Royal York for a more economical option. We did get one of the newly renovated rooms and it was great. The staff was very polite and helpful, the room clean and well stocked. Overall I think the lobby got a little out of control around 2am when we were returning to the hotel but it was new years eve after all.

From checkin to checkout it was a great experience (Both had huge line-ups and both were very fast) we did not feel rushed at the counter and did not have to wait long to get our turn even with the long line-up.

Room Tip: The newly renovated room was great!
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  • Stayed January 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank romburgundy
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 review, 16 January 2014
Dear romburgundy,

Thank you for your kind remarks. We are delighted to hear that you enjoyed your stay with us during New Years Eve. Our team always aims to provide superior service and we are pleased to read that you received this throughout the duration of your stay.

Feel free to contact me personally when planning you next stay, as I would be happy to have the opportunity to assist you with your reservation needs.

Thank you again 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
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, Ontario
Level Contributor
86 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed 5 January 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.
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  • Stayed November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
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 review, 16 January 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
Mississauga, Canada
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 5 January 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
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
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 review, 6 January 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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Toronto, Canada
Level Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 4 January 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!
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  • Stayed January 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
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 review, 16 January 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
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about InterContinental Toronto Centre

Property: InterContinental Toronto Centre
Address: 225 Front Street West, Toronto, Ontario M5V 2X3, Canada
Phone Number:
Region: Canada > Ontario > Toronto > Downtown West
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Family Hotel in Toronto
#14 Spa Hotel in Toronto
#17 Romantic Hotel in Toronto
#18 Business Hotel in Toronto
#18 Luxury Hotel in Toronto
Price Range (Based on Average Rates): ££
Hotel Class:4 star — InterContinental Toronto Centre 4*
Number of rooms: 584
Official Description (provided by the hotel):
With a Front Street location adjacent to the Metro Toronto Convention Centre, InterContinental Toronto Centre is considered the city centres best location. We are steps away from the CN Tower, Canadian Broadcasting Centre, Rogers Centre, Air Canada Centre,the entertainment and financial districts, Toronto Eaton Centre, the Royal Ontario Museum and Roy Thomson Hall. ... more   less 
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Also Known As:
Intercontinental Toronto Centre Hotel Toronto

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