I have stayed at many Marriott properties from various parts of the world. The last one was a Residence Inn in Vancouver. It was a beautiful property and what made the stay even better was the staff. They went above and beyond at every opportunity and always had a smile on their faces.
Unfortunately, at the Toronto Residence Inn, the staff were far, far from what I have come to expect from Marriott. They were not friendly at all, never a smile on their faces, and they were unprofessional. The manager, Karen, obviously lacks the professional skills to properly manage a hotel staff. The Valets were just okay, but not professional; scuff marks left on car from their shoes and fingerprints on windows (I had just washed a waxed my car). For $47 per night I expected better quality service. They even gave me the wrong set of keys and didn't even bother to see my valet ticket to confirm I was in fact the owner of the vehicle. Also, I witnessed one valet driving a guests car erratically...totally unprofessional.
The room was nice, but some of the decor was a bit dated. There was urine in the toilet (previous guest) when we first arrived. My wife forgot to tell me about it, otherwise I would have been on the phone to the front desk. This tells me that the lack of quality service is widespread, and I put all the blame on the manager, Karen.
Luckily I didn't have to pay for the room as I used my Marriott Reward points. I doubt I would stay here again at this price point. If it was managed like the one in Vancouver, I wouldn't hesitate making a future reservation, but with the current management, NO WAY!
Be aware that the breakfast is by far the worst I have had at a Marriott property. I read other reviews where people were saying it's an excellent breakfast. I have to wonder if those reviewers have ever stayed at a better hotel. There were only a few selections for the hot food, and everything else was just plain and lacking anything I would consider to be good quality. Again, the management is to blame for their lack of knowledge on the little things that make a hotel great.
Lobby was TINY! There was no one to open the front doors when we arrived and the overall feeling when entering the hotel was 'Have we made a big mistake??!!'. Luckily the room was spacious and fairly nice, though as noted, some of the furnishings were on the cheap/old side.
If my family and I return to Toronto, we will probably go with the Ritz Carlton or some other hotel where they know how to treat their guests well.
Shame on you, Karen!!!
- Official Description (provided by the hotel):
- Conveniently located in the heart of the downtown entertainment district, near major businesses, restaurants and attractions. Steps to CN Tower, Ripleys Aquarium, Metro Convention Centre, Rogers Centre and the Bell Light Box. Residence Inn has perfected the extended stay experience offering 256 stylish, oversized studio, one or two bedroom suites with full kitchens and living areas. Enjoy a complimentary, full, hot buffet breakfast and a light supper social 2-3 nights a week, from 6-7.30pm. Relax in the hot tub or pool area adjacent to the state-of-the art fitness centre. ... more less
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- Also Known As:
- Residence Inn By Marriott Toronto Downtown / Entertainment District Hotel
- Residence Inn Toronto Downtown
- Toronto Residence Inn