Fairmont Royal York

Our stay at the Royal York was excellent. We had a suite that was comfortable, clean, and spacious. Regular texts from the hotel to check that everything was to our satisfaction and requesting feedback were appreciated. Two dinners at Reign were enjoyed with exceptional service from staff like Ava. The Duck Breast, Venison, and Lobster Linguini, were delicious and make sure you enjoy the bread with butter from COWS Creamery in Prince Edward Island. Two staff at the Bell Desk, Daniel and Karma, deserve a special thank you for their helpfulness and professionalism. Our 3-day stay was relaxing and we are looking forward to returning soon.

First time stayjng with Fairmont Royal York for a business trip in Toronto. Turned in late due to work to find a red stain in the middle of my bed. Upon calling front desk I am told housekeeping had gone home for the day. No alternatives, no offer to at least try and find me a new room, nothing...i kept pressing because it is on my bed and I expected more from a 5 star hotel....and in the end i am offered new sheets but i have to put it on myself, and a memo to housekeeping to come to me first thing in the morning. In the end someone brings me 2 flat sheets instead of bed sheets, and one was dirty as well so couldnt use that either. In the morning i run into housekeeping on my way out and inquired if they have a memo to change the bedding in my room. No. But they were friendly and told me they will change it immediately. The walls on the room are very thin and you can hear basic conversation in the next room/hallways. Not something the staff has control of but something to be aware of. I was cautious to turn on my tv late as I didnt want to disturb mh neighbours and would definitely not hold any business calls in these rooms. Upon returning home, I wrote a feedback email to the manager as indicated on the welcome email and it has been 7 days with no acknowledgement. I tried the general email also on the welcome email and received a failed delivery notice. I will absolutely not return to this hotel for my next business trip. Any requests during stays at the Mar**ot brand hotels are dealt with immediately regardless of when you message front desk and feedback sent is responded to by the next business day. I expected more from Fairmont branded hotels and am thoroughly disappointed.

When we are looking to come and stay downtown, we truly love and pick this hotel. From the moment you check-in until you check-out, your satisfaction is the hotels top priority. I loved receiving text messages asking if everything was to our satisfaction and if they can assist you with anything. Loved the customer service and staff. The room was clean, very cozy feeling always. But you can hear people talking or whatever in the adjoining rooms. The lounges especially the Reign and the Library lounge are truly incredible. Wonderful ambiance in this hotel. I also love that it’s connected to Union station and the path. So convenient!

Fairmont is our go to hotel in downtown Toronto. Our most recent stay was very special, thank you to Mr. Will Vitug at the check in desk and the amazing housekeeping staff. I mentioned to Mr. Vitug that I am with my daughter with special needs and my niece and nephew with severe autism (they love to swim). He made our check-in process smooth and easy. The accommodation and the hospitality of Fairmont staff went beyond our expectation. They show inclusivity and kindness, It's heartwarming. We are planning our next trip already for my daughter's birthday :)

This elegant hotel is across from Union Station, ideal for public transportation. We've been visiting irregularly for 40 years, but this time was disappointing. The lobby was cluttered with a tightly packed bar area and decorations, a change from the relaxed intimate space of a historic building. Toronto is expensive and so is this hotel so I was hoping for luxury and service. Check in was slow, there were only two people at reception and each of them pauses between customers. Fairmount suggested using an "electronic key" on my phone, but stated I would have to go to reception anyway so I didn't see the point. After several emails encouraging me to spend more before I arrived, I got more sales pitch at reception (helps to slow checkin). I broke down and got a "renovated" room for $30 extra. Renovated is a bad description, any room in a 100 year hotel can be called renovated. Ours was a little worn with ill fitting doors and minor paint chips, but it was very clean and well equipped. The good part was there was lots of daylight, some view and quiet surroundings (necessary because the main door does not block hallway sounds). If that was what the upgrade paid for it was worth it. The shower was bad, I spent a long time trying to control the temperature. I had to learn to make slow, small adjustments and never go to maximum or I would have to turn it off and start again. Elevators were very quick, but the controls were a little too complex for me. On check out I made an error and read "CheckIn Merchandising Fee" as an extra charge for the upgrade. I argued at reception and of course they didn't understand what I was talking about because the charge I complained about didn't exist. They offered to remove some taxes so I accepted. That ended up being added to my bill instead of subtracted. I emailed to explain but they responded that they did everything correctly. I guess their error and my error adds up to no error. It was a small amount so I will accept it as punishment for arguing without knowing facts. It looks like I'm not a good customer for Fairmount, the constant marketing and monetization don't let me relax. I'll stick with Accor's cheaper brands.