Shangri-La Toronto

My wife and I spent 4 nights total CAD $3,500 for first time visit to Toronto. Checked in early (which was nice) & assigned to disability room on 7th floor because early check in (was informed disability -no bath tub, which was OK for us). Which was NOT OK, every night there were extremely loud sirens multiple times which interrupted our sleep. Should have complained and switched rooms, but didn't because of hassle and thought it was a just bad night and wouldn't be so bad the next time. Was wrong and should have switched after first night. Be warned.

We had a great birthday staycation , thanks to Perry, who had arranged everything prior to our arrival, including an upgrade to a one bedroom suite. The staff were all friendly and helpful, would definitely recommend this hotel!

I rarely leave negative reviews, but I feel other travelers should be aware of our experience. Our team booked multiple rooms at the Shangri-La Toronto while in town for business. We chose this property because of its reputation as one of Toronto’s premier luxury hotels. Unfortunately, one of our most senior clients woke up to multiple centipedes in his room—including two in his bed and another on the floor. Needless to say, this was incredibly unsettling, particularly at a five-star property. I have photos and will try to attach. To the hotel’s credit, they moved him to another room immediately. The disappointment came with the hotel’s response afterward. When I spoke with a manager to discuss what had happened, the conversation was surprisingly defensive. Rather than acknowledging how upsetting the situation was, I was given explanations about why the centipedes may have entered the room. The initial offer to make things right was dessert delivered to the room. After expressing that this didn’t feel appropriate, the offer became a CAD $300 credit that could only be used at select outlets—not the spa, not the hotel’s signature restaurant, and not even the coffee bar—or alternatively, breakfast. For a guest who woke up to bugs in his bed, this simply did not feel like an appropriate level of service recovery. I understand that insects can occasionally find their way into any building. What separates a luxury hotel from the rest is how situations like this are handled. In this case, the lack of empathy and accountability was far more disappointing than the incident itself. Our company frequently books luxury hotels for business across North America, including Toronto. Over the course of this stay, our group spent approximately CAD $30,000 with the Shangri-La between accommodations and food and beverage. Given that relationship, I was surprised not by the incident itself, but by how little urgency or empathy was shown in resolving it. I sincerely hope management uses this as an opportunity to improve both their pest prevention efforts and, more importantly, their approach to guest service when something goes wrong.

This hotel was amazing. When we checked out our car to go enjoy the night, it must've triggered that we were not in the room, so the staff entered our room and straightened the entire room and had the bed and clothes folded ready for us when we go back. Just top notch service.

Excellent hotel in the centre of Toronto. Beautiful rooms, wonderful staff & service and very cool drinks lounge. We loved the live music each evening and the team looked after us so well. Lovely pool and spa area and fantastic food. Highly recommend this hotel.