St. Regis Toronto

5 of 5 During a family trip to attend a wedding, my family and I spent five days at the St. Regis in July. Although we initially encountered some complications with our booking, the Director of Operations, Christopher Bird, went above and beyond to resolve the issues and made sure our experience was exceptional. His professionalism and commitment truly turned things around for us.

Our current stay at the St.Regis Toronto has been one of the most frustrating hotel experiences we've had -- and easily the worst we've encountered at a Marriott property. We booked our stay weeks in advance, spending over 45 minutes on the phone specifically to ensure that our suite would have a connecting room for our young children. This was not a luxury -- it was a necessity for our family vacation. When we arrived, we were told the rooms did not connect. Rather, they were adjoining rooms. The only alternative offered was an upgrade to a two-bedroom suite -- for an outrageous additional $2,000 per night. That was simply not feasible. Instead, we were offered a one-bedroom suite for the first night with the promise that we'd be moved to a suite with an adjoining room the next day. We were assured our luggage would be transferred and our new rooms would be ready when we returned in the afternoon. None of that happened. When we came back at 3:30 p.m., the kids room still wasn't ready -- and our luggage hadn't been moved. We waited over an hour and the kids room still wasn't ready. When we were finally given access to the suite, the toilet was broken and the rooms were extremely warm (A/C not working properly - they offered us fans). We chose the St.Regis expecting thoughtful service, attention to detail, and an stress-free luxury experience. Unfortunately, what we have received is disorganization, poor communication, and a clear disregard for the commitment made at the time of booking. I expected much more from both the St.Regis brand and Marriott. Would not recommend for families or for travelers who rely on promises being kept.

I honestly had an absolutely amazing and unforgettable experience. Everything throughout my visit was genuinely perfect from start to finish. I would easily rate every single part as a full ten out of ten! I also want to give a special thanks to the cleaning staff. They did their job with great care and made sure everything was perfectly clean. I’m truly grateful for their effort and attention

A lovely hotel in a great position, a comfortable well appointed room and some terrific staff. The initial greeting to our late (22:30) arrival was rather cursory, the young man clearly wanted to be elsewhere. We missed the rest and so ordered room service. It was a very poor meal, floppy cardboard like flatbread , cold fires and an apple crumble so overcooked as to render the “crumble” inedible, it was all in one piece and as hard as a board. Breakfast in the restaurant was similarly disappointing, and expensI’ve. In fairness when I later pointed this out to Meryem Benmoumen she reacted immediately and positively, refunding the cost of the food and apologising profusely. Aside from this, the bellman was terrific, and the coffee bar downstairs was excellent with great service and good food.

Very nice property and well appointed room. I enjoyed how quiet the room was for a city hotel. Butler service was not at par with other St Regis hotels - and the restaurant not as flexible as other properties when it came to accommodating my wishes, some of which are food allergies. Front desk was super friendly.