We stayed here for 4 nights (although due to missed connection and we actually only stayed for 3 nights).
Upon arrival we were very tired and incredbly thankful to have arrived at the hotel (following a nightmare journey with a toddler.)
We were due to arrive on the Fri evening but didn't get there until early saturday morning 11am. Most people were checking out and we went to the desk to check in. explained our journey and the woman quite matter of factly just said did you call ahead. We had tried to call but we really had been on such an epic journey and I couldn't get my UK mobile to dial the number I had on my booking so we explained this . To which she responded well we will still charge you for the extra night.
To be honest I didn't expect to get a refund, but it would have been nice if the lady had been a bit more friendly and welcoming. I felt like I was at school and being told off. Anyway All I wanted was to get to the room and have a shower so was grateful when we go the key card. (we'd been travelling for 36 hours!)
The actual hotel reception area was nice what you would expect from a nice hotel.
Our room was lovely! Big bed, sitting area, massive and spacious just what you want when travelling with a young child and there was plenty of room to put up our make shift blow up bed for our daughter (1 year old).
I'm sure I hadn't booked such a nice room and perhaps it was a room upgrade but nobody said that just my guess. We got the room on lastminute.com at an amazing rate and it really was great value for the hotel considering location and room we had! so very happy on that front.
Bed was very comfy and I had great sleep. Bathroom was also great, a bit small but totally fine and the shower head had lots of different settings and it was a great shower!
room was clean, there was a plug that was hanging off the wall, not great with a one year old wondering around, we actually forgot to report it (mostly because the staff were so difficult to communicate with) but we just blocked it up with one of our cases.
We also used the family pool area and family kids room which was excellent. also open until quite late which is good to go for a swim after spending the day sightseeing.
We went for a brunch/lunch once we arrived, mostly due to lack of energy to go anywhere else and we were all starving. they were just changing over the breakfast to lunch so it was a bit awkard. Then when we went to pay we were shocked at how expensive it was! (although food in toronto is quite expensive) The food and restuarant were perfectly fine however we though a little over priced so we didn't go back there.
Location is very good very central and easy to find and navigate the way around the city.
the only problem I really have was with the staff behind the reception desk, on one occasion our room key stopped working, I waited with my dauther at the room while my husband popped down to sort it out. I'm 4 months pregnant and we were all tired from a day walking around the town.
My husband come back up to tell me they won't activate the key because the room was in my name, So I had to go down to the desk with ID (well my ID was in the room, My husband had his ID and his credit card he had put down at reception when we checked in.) but either way I, my daughter and husband all had to go back down to the desk.
This time we went to another person, would reactivated the key using my husbands ID no questions asked. I just found overall the staff on the desk were not very friendly. but perhaps that is what you get with a large hotel like this although I rate customer service highly when I think about an experience and I don't rate the customer service in this hotel.
If you can get a good rate at this hotel it is deffinately worth a stay, not sure I would rush back but I certainly would consider staying here if the price was right.
