Grand Hotel And Suites Toronto

"Needs Improvement"

Even though we made advance reservation for a non-smoking room, the first room was a smoking room on a smoking floor (16th). The receptionist denied this, but said it was the only room left. When we complained, we received another room. In that room, the bathroom door was so bent out of shape that one could not close it. The spare bed was unmade (hair left). The beds were too soft for our taste. The brochure text says something about suites, and a separate sitting area, but it is only separated by the bathroom, so if you are looking to use the third bed, things get really crowded. Bell staff and breakfast staff were polite and efficient. We cut our stay short after one night.

You need patience

This hotel is really grand in terms of price. But the reality doesn't match with the photos shown. The swimming pool is really very small. The top deck swimming pool is more like an over sized bathtub than a pool. It took repeated calls to get some plumbing fixed in my bathroom. Overall a below average experience. I've experienced better service in days inn compared to this pricey hotel. Good, if you are staying on someone else's money. definitely not worth the price.

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Needs Improvement

The hotel appeared to be a nice hotel online and in person. The type of room that was booked was not available when we got there and the front desk staff was rude and not accomodating. They did not do anything in their advantage to be accomodate me or my travel companiion and suggested that we take a room that they made availabel and move to another room in the middle of our stay. When we requested to speak to the Manager on Duty she was not available and she never followed up with us during our stay to check on how things were going. I will never stay in this hotel again. I was shocked at the lack of customer service that the staff conveyed. In addition, housekeeping would loudly knock on the doors to request to clean the rooms when there were DO NOT DISTURB SIGNS on the door knob. This was a shocking experience. Too bad for this company that they have lost a customer.

Housekeeping

the room was not clean properly. Dirty glasses were left and bed was not made properly.

Boogers on the sheets

There were dried up boogers on the sheets, which were also torn. The drapes had some sort of dark stains on them. There were small curled dries dark things on the mattress pad. Pressing the housekeeping button on the phone got an error on the phone. Pressing the front desk got an endless ring. The surrounding neighborhood is frequented by panhandlers and worse. The rooms were probably nice some time ago, but have not been well maintained.

The staff have lost their passion and overflow with negativism

Staff have no sense of service from the sloppy doorman to the waiters. At the buffet breakfast they ran out of cups. A guest politely informed a waiter who nonchalantly and belligerently replied there were more cups elsewhere. The cups were never replenished. The pool had no towels, called room service they never responded. Asked about a shuttle and told the driver too busy with deliveries. The staff need a seminar in guest services and paying attention hospitality. I had the feeling we were infringing on their territory and how dare we interrupt the chit chat at the front desk. And to top it off literally on the rooftop jacuzzi there was a giant tv screen blasting the inane "So you think you can dance?" What about the serenity of the amazing view? and quiet conversation? Management need to rethink through this intrusion and get the staff trained for service with a smile.

Expensive

The hotel was nice, but a good walk from downtown. We had to pass some "shady" areas to reach Dundas Square - several bums were in our path. I thought a hotel of this price would be closer to the action, and allow us complimentary parking. Too expensive for what you got.