W Toronto

This was my first visit to the W Hotel in Toronto having stayed in several in North America. It was also my first visit to Canada. I was made to feel very welcome on my arrival by the reception staff and my room was amazing. The staff always went out of their way to acknowledge you and they were very efficient, nothing was ever too much to ask. The concierge lady spent a lot of time talking to me about things I could do for my 4 nights in the city she really went out of her way and explored several options for me. Breakfast was alway great and the roof top bar in the evening always had a great atmosphere. Would highly recommend to anyone visiting Toronto.

I recently stayed at the W Toronto from May 13-15, traveling from the United States to Canada for the first time. I was excited about my stay, as I had a client dinner scheduled for the evening and an important meeting the next day. However, my experience at the hotel was far from pleasant. Upon arrival, I found the entrance to the hotel somewhat confusing and had to drag my luggage up several steps to reach the lobby. Initially, I was greeted warmly by the staff at the check-in desk, but this friendliness quickly dissipated. The check-in process was handled by a staff member with light pink hair. When I was asked to insert my corporate credit card into the machine, it requested a PIN, which I did not have. I explained this to the staff member, and her demeanor changed abruptly, becoming cold and unhelpful. Feeling flustered by her sudden change in attitude, I explained that I had used this corporate card on numerous business trips without ever needing a PIN. She then asked me to step aside to assist other guests. In the lobby, I tried calling my credit card company, feeling increasingly distressed. I approached another staff member and suggested swiping the card instead. The card reader warned me that I had only one more attempt before it would lock me out. This staff member called someone on the phone, who suggested that my only option was to pay in cash, which I found appalling. In desperation, I messaged my group chat, asking if anyone had already checked in and could assist me. Fortunately, my manager, who had the same corporate card (with a pin), was able to help me check in. Throughout this ordeal, I felt that the staff members did not care about my situation and treated me as if I were attempting something fraudulent. The staff member who made the phone call was typing on his personal cell phone, which did not feel safe or professional. The hotel's policy requiring a PIN for credit card transactions is unreasonable. I urge the management to train their front desk staff to be more compassionate and understanding. If I was there alone, I would've been trying to another hotel, and I would have missed my client meeting. Although I was offered two free drinks as compensation for the humiliation I experienced, it did little to alleviate the distress caused by this incident.

We stayed here for a concert at the Danforth Music Hall. I'm Marriott Silver Elite, which is just a fancy way to say I'm nobody but I have a Marriott credit card. The folks at this property treated us like we were Platinum. They upgraded our room on check-in, and the real kicker was just a few minutes after we got to our room, we got a hand delivered box of chocolates and a personalized note. Throughout, all of the staff were incredibly helpful and friendly. This really stood out. The room itself was artsy yet mostly functional. Having the sink and vanity in the main part of the room, a few feet from the end of the bed, is kind of odd, and makes it difficult to wash your hands with anyone else sleeping in the room. Speaking of noise, the toilet is in a small closet with a poorly sealing hinged pane of frosted glass for a door. You will have no secrets with any travel companions after staying in this room. The bed and pillows were incredibly comfortable, The location is excellent, right in the middle of anything you might be looking for. The Skylight rooftop bar is incredible, highly recommend you stop up there for an expensive but high quality drink. It's worth it for the ambiance and views. The service there was professional and friendly as well. One disappointment was not being able to find the onsite EV charging. When I asked, they explained you get access to it if you do the $75 valet service. We self parked in the onsite garage for $32 and just charged elsewhere. It may have been my own misunderstanding to think access to the charger was included with the stay, so no foul here, but if you drive an EV, and cost is a priority, there are other options within walking distance. If we headed back to Toronto, we'd definitely consider staying here again despite any of the items above. The service alone made it all worth it.

It was our first time in Toronto and can’t thank enough how they made our trip extra special. We celebrated my bday last May 2nd and we were so surprised with all the balloons and gifts from the hotel! Thank you for the excellent service esp Joyce for making me so feel so important on my bday! The staffs really goes beyond to make your stay memorable. We will surely be back.

James and Karan made my girlfriend and my anniversary even more special than I could’ve hoped for. From the complimentary champagne in the room to going above and beyond with the flower placement (and even notifying me once everything was set up), they helped bring this surprise to life perfectly. I couldn’t have asked for more. The service from everyone, from the restaurant staff to the front desk, was very dynamic! The room itself was exceptional. From the power operated curtains and touch control panel for the lighting to the different mood settings, everything added to the atmosphere. Even being able to easily pull the TV out from the wall and adjust it was a nice touch. The overall mood and vibe of the room were really pleasant and peaceful. Thank you all for making our stay so special. We can’t wait to be back!