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“Beautiful Hotel, short on service”

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The Ritz-Carlton, Toronto
Ranked #5 of 137 Hotels in Toronto
Certificate of Excellence
Reviewed 24 July 2014

When we checked in, the staff seemed rather rushed and not as warm and friendly as we expected from a Ritz. The property is gorgeous and well cared for and we enjoyed the public areas. The room was like new, clean and very comfortable. It was just the inconsistency of the staff that made our stay seem average. We know properties can get busy but it is the ability of staff not to get flustered which makes a stay unforgettable. That wasn't the case here and even with the incredible setting, this isn't a stay we will remember. Too bad because the majority of staff were friendly and very accommodating.

  • Stayed: June 2014, travelled as a couple
    • Value
    • Location
    • Service
2  Thank Sheri R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TimTerceira, General Manager at The Ritz-Carlton, Toronto, responded to this reviewResponded 28 July 2014

Thank you for sharing you feedback and experience with me. It is greatly appreciated and always followed up by myself and our team. Thank you for your positive comments regarding the hotel and guest rooms - we are fortunate to have a wonderful property and we work diligently maintaining it as well. As you appropriately point out, it is not only the facilities that make the experience, it is of course the service from ladies and gentlemen, I apologize for the inconsistency and will follow up with our team. We would very much like you to return and ask that you contact me directly should the opportunity arise in the future.
Warm regards
Tim

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Reviewed 24 July 2014

Good location and some nice views but two things let it down badly
We kep having some rattling noises in the bedroom. We were a little baffled as we were not anywhere near any lifts, or so we thought. Turns out, there was a service lift opposite and what we could hear was just that, a lift going up and down all day, and all night! It prevented us from sleeping really badly as it was quite loud, irregular and kept happening all night. When we asked if they could move us, we had a choice to move to a non executive floor room, in a room pretty much on the same spot but on a lower floor (which would have meant the same issue with the lift and less of a view) or.... a room on our executive floor but right outside the main lifts! It did feel like adding insult to injury.
The other thing is that the lounge had been turned into a kids play ground. People were ordering room service to be delivered in the executive lounge , which the hotel allowed!, and there were kids left running around screaming, putting kids loud kids TV on, kids screaming and jumping on chairs etc. This is not what you expect when you pay extra for access to an executive lounge that is supposed to be quieter and away from exactly all that!
The general manager came a few times to shake hands with some people in the lounge..... completely oblivious to the fact that the lounge had been turned into a loud playground with obnoxious kids, oblivious parents who thought it is ok and with chairs being redercorated in ketchup where some unfortunate sodd would sit afterwards when the kids were finally sent to bed. So if you want piece and quiet... the hotel seems to suggest you cant stay in the lounge, and you cant stay in your room unless you are a mechanical engineer enjoying lound mechanical noises... so I guess, stay in another hotel is the advice to follow...

  • Stayed: December 2013, travelled as a couple
    • Value
    • Rooms
    • Service
3  Thank VJLLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
TimTerceira, General Manager at The Ritz-Carlton, Toronto, responded to this reviewResponded 28 July 2014

Thank you for taking the time to share your experiences from your recent stay with us - it is greatly appreciated and will be even more valuable as we follow up on each item.
As guest rooms are located on the exterior perimeter of the hotel, the mechanical sound in your room is puzzling as elevators etc... are located in the centre core. Regardless, our Chief Engineer is investigating to determine cause so we can correct.
Regarding the Club Lounge and noise / behavior of children, this is not a common occurance and we will come up with a better way to manage. I did become aware at the time and discussed with our Leaders.
I apologize for the less than perfect experience and know that we can and do perform at a higher level. Should your travels bring you back to Toronto, I hope you will provide us with another opportunity and contact me directly so I may make the reservation arrangements for you.
With Warm regards
Tim

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Reviewed 23 July 2014

Stayed for 4 nights on the club level and was impressed with the attentive yet discreet level of service, the warm authentic and welcoming hospitality, and the staff's desire to be sure we had a first rate experience. Presentations were always robust and items were kept fresh; the bar was fully stocked and additional needs were anticipated. Add the comfortable rooms and the hotel's wonderful location and you have THE place to stay in Toronto.

Room Tip: Given the hotel's location I am not sure there is a bad view.
  • Stayed: June 2014, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank MarkSEA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2014

This hotel was absolutely everything you could ever possibly want in a hotel. Extremely courteous staff and gorgeous rooms with every bell and whistle you could want.

We arrived at our hotel significantly early for check-in with the intention of leaving our bags at the desk. Lo and behold the room was already ready and our stay began that morning.

Reception staff at check-out remembered us the next morning and asked how our stay was and how our activities went. They made sure our every need was met; going as far as to offer the use of the spa facilites between check-out and departure and offering recommendations of activities in the city.

Small hiccup: Wi-Fi services did not seem to be included.

  • Stayed: July 2014, travelled as a couple
    • Value
    • Location
    • Service
Thank melorad21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 July 2014

We recently stayed at the Ritz-Carlton, Toronto for a family get-away with our two teens. We were attending a baseball game at the Rogers Centre and a concert at the Air Canada Centre. We arrived several hours before standard check-in time and the hotel was able to accomodate an early check in. With some health problems and after a hectic drive into the city it was much appreicated. Although it was a very busy weekend in Toronto (Pride, Digital Dreams and other events) the hotel was quiet and clean. It was perfect for walking everywhere we needed to go. The staff were warm and welcoming, providing helpful dining suggestions and tips. The rooms were spacious and clean. We had an awesome view of the lake and CN Tower. The bathrooms had an interesting feature of a television built into the mirror. The gym was clean and well equiped for those in our group that used it. We really enjoyed eating at the nearby restaurant Canteen for a light meal. We will definitely stay there again. The location, service, and overall experience made it a homerun visit.

Room Tip: Ask for a lake view, south-side.
  • Stayed: June 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Thank Travelswithteens2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 July 2014

From the moment you enter the doors, you know this hotel will be nice. We checked in early because we had spa appointments in the morning. They were more than willing to hold our bags (and sent our room keys up to the spa when the room was ready, so we didn't have to go back down to reception). The room had 2 queen beds, a lovely and spacious bathroom, and an incredible view of the CN Tower and lakeshore. I am from this city and see the CN tower daily, but it was still breathtaking. The hotel is close to many Starbucks, and there are so many restaurants less than a block away. Trendy King Street is so close, with so many places to choose from for dining. Turn down service was nice, with water by our beds, dim lighting turned on, and jazz music playing out of Bose speakers. It was delightful. The bathroom was nice- with dim lighting and a TV in the mirror to entertain you in the bath. Our bathroom floor heater didn't work, but I can't complain! Upon checkout, there was a candy bar in the lobby which made the child in me very happy. A wonderful stay- highly recommended. If you have the opportunity, visit the spa- it's one of my favourites!

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Service
Thank DianaML_7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 July 2014

I stayed for one night on business. Everything worked flawlessly. The rooms are elegant, slightly traditional in style but very subtle. The service is excellent in an understatedly quiet way. I wish I could stay at Ritz-Carltons every time...

I used the gym twice, and they let me use the spa facilities after I had checked out, as I needed an operating base for a few hours before heading out to the airport. My, the spa is gorgeous! They even have a decent sauna (although the temperature did not impress a Finn). The laundry service also did a great job.

I had a lunch at the lobby bar. The ambience is cozy, but the tuna salad was a bit underwhelming - nothing wrong with it as such, just unimaginative.

  • Stayed: July 2014, travelled on business
    • Value
    • Rooms
    • Service
Thank 73_ptr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Ritz-Carlton, Toronto

Address: 181 Wellington St W, Toronto, Ontario M5V 3G7, Canada
Phone Number:
Region: Canada > Ontario > Toronto > Downtown West
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotel in Toronto
#4 Spa Hotel in Toronto
#5 Business Hotel in Toronto
#5 Family Hotel in Toronto
#5 Luxury Hotel in Toronto
Price Range: £306 - £651 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Ritz-Carlton, Toronto 5*
Number of rooms: 263
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

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