St. Regis Toronto

Very frustrating stay. Traveled with my husband and 2 kids to celebrate their birthdays. Had booked room with two queens and used points. At check in they offered an upgrade to a suite for an additional charge of $150 and said if we got the suite with a king bed, they would supply the roll away beds at no charge for my kids. Before leaving for dinner we requested the beds be set up while we were gone. When we arrived back and seen only one bed set up, we called down and said we had two kids and needed another ( like we were told at check in we could get ). After multiple calls back and forth, they told us at 10:30pm we weren’t allowed to have a second bed for our child due to fire hazards and that the solution would be to move rooms to a 2 bedroom suite for an additional $1000 a night. I said I wasn’t paying more to move rooms and upgrade again. Her next solution to me was that someone could sleep on the couch- not a pullout sofa. A basic couch! This was infuriating, my kids over tired , and I would have never agreed to upgrade to this suite knowing it didn’t accommodate our family. At check in, we were all standing there and the man was aware we needed two beds for the kids. It was unreal to us they wouldn’t just move us to a room that could accommodate us at this point without paying more, since we paid the upgrade fee once and now it was very late and offensive the front desk told us someone can sleep on the couch. This is not a 5 star hotel to suggest something like that. Very upset with the staff to suggest this and put us through this. The front desk girl claimed she called the manager on duty and that was their solution. Very remorseful we wasted our points/ free night with this aggravation and will never be back after this treatment and managers not doing anything to help. This was the fault of the man who checked us in and offered the upgrade king room, with pullout beds to accommodate the kids. Clearly he wasn’t informed that the room was only allowed to have one. So at 11pm we had to pack up and switch rooms with our kids and go back to our original booked two double bed room. Ruined our whole experience, and so sad our night ended poorly due to staff incompetence and not being accommodating after their mistake. Disappointing!

My husband and I had a wonderful stay at St Regis Toronto! Every staff member we encountered were so friendly, professional, and welcoming. The whole hotel was very modern and clean, and was in the perfect location for exploring downtown Toronto. We also enjoyed a spa treatment, complete with complementary Prosecco at the end. My massage therapist was named Joyce (I think), and she gave one of the best massages I’ve ever had, on top of being extremely knowledgeable, professional, and kind. We even spent some time at the heated indoor pool afterwards, which was the perfect way to spend a rainy afternoon in Toronto. I will absolutely stay here again the next time I’m in Toronto!

Everything about this hotel screams luxury and top class. I travel to Toronto approx 1-2/month and have gotten to know the staff quite well. Everyone starting with Mark at Front Desk to the Breakfast/Bar Staff Lia, Carlos and Paul, these people make my stay incredibly comfortable just like my 2nd home when I’m travelling for work. Paul has definitely become my breakfast pal; I specifically request to be sat in his section. He knows top-tier service inside and out. The rooms, whether it’s a suite or room are very comfortable, private, and quiet. Every detail is personalized from the greeting to service. I’ve held multiple events (cocktails, happy hours, lunches) up at Louix Louis and the staff are super accommodating, attentive, and take excellent care of your needs. The location is close to everything from Bay Street, Milos, National Club, everything you need downtown. There’s never an issue when I stay at the STR and if there is, it’s handled properly so I can focus on my business. I truly look forward to staying here every time knowing I’ll get a good night’s rest. Thank you to everyone and see you soon.

Not 5-star anymore. Reminds me of the Park Hyatt Toronto pre-renovations. Was FAR BETTER when it was the TRUMP! Believe me, I’m no fan of DJT, but we used to come here all the time for staycations when it was TRUMP and they REALLY knew what 5-star meant. Hot towels at check-in, remembering your name at the entrance, choice of 5 different types of pillows, and the list goes on. We have been here twice since it became the St. Regis and not only have all the services been trimmed down but the property is really showing its age! We booked a butler suite for 2 nights. This is what we immediately found: 1/ TV needed to be reset by the technicians 2/ Heated floor broken. And when those break they’re very expensive to fix because it often requires lifting all the tiles. 3/ the room closet kept point open so the automatic light would stay on at night. We have to tape the door shut. 4/ the electrical outlet next to the bed didn’t work and we were told it couldn’t be fixed. 5/ Stains on the carpet. 6/ Sink drain plugged. 7/ The “stocked bar” had Pepsi, $50 bottles of tiny mediocre wine, expensive tiny bottles of water and red bull. One bottle of M&M’s. LOL they MAKE MONEY on mini bars so why no product??? 8/ No printed menu. I get it… COVID happened but in a 5-star all materials should be either on a HOTEL SUPPLIED IPad like the Shangri-La Toronto or leather bound books. The soft service is down the drain. Like a typical regular Marriott. The “butler”? LOL What a joke. When it was TRUMP the Butler would introduce his or herself and be on demand. Don’t bother putting any value to that so called service. They also forgot sugar with my coffee at breakfast and the washrooms no longer have a wide selection of products. Just big old squirt bottles of cream and shampoo. Under TRUMP they had a wide selection of bathing salts, body scrubs, lotions and tons of nice surprises. The mini bars was bursting at the gills under TRUMP. Yeah the TRUMP “gold bar” chocolate bars were a bit tacky but they had over 12 bottles of different candies. When room service bacon and eggs costs $50 I expect breakfast to be perfect. I hate to say it but I think this was our very last stay here. 😢

I needed a place to stay for a night due to work that was taking place in my residence. I had an 85K free night certificate that I needed to use and because of the lenient pet policy I was able to bring my cat. Hence I decided to book here. I think this hotel has potential, but there were a few things that made things feel underwhelming compared to a few previous stays - including a fairly recent one at The Whitley in Atlanta, and one a year ago at the Gritti Palace. I'll admit my expectations were high because this is a 5 star hotel and I have Marriott Platinum, and I would not apply the same level of scrutiny to a Courtyard or Fairfield. The first thing that bothered me is that it appears my pre-arrival notes were completely skipped over. I had made requests, they were acknowledged, and none were honoured - at least initially. For example, I had asked for a garbage bag so that I could easily dispose of the disposable litter box I had brought for my cat but this never materialized. I did, however, get upgraded to a deluxe suite due to my Platinum status - but only after asking. I assume this was because, for some reason, I could only book a 2 bedded room initially with my certificate, and I was auto-assigned accordingly because they don't have suites with 2 beds. I do think they could have done a much better job with respect to a personalized stay. The service was fine otherwise. Nothing remarkable, but not bad either - perhaps up to a Sheraton or Westin standard, but not quite St. Regis. The room (2501) itself was nice, if sterile looking. I really did like that there were 1.5 baths because I was able to have the half bath for my cat's exclusive use. There were no issues with cleanliness, but there seemed to be an issue with some of the lights in the room, whereby they would flicker from time to time. I also wish there was a proper refrigerator. I did find a design flaw with respect to the bedroom - my cat was able to get into a small (and somewhat difficult to access) space behind the bed. This required me to move the (heavy) mattress forward, and then extract her from the small crawlspace of sorts that was full of electrical stuff. I was eventually able to prevent her from getting in by blocking the "passageway" between the bed and the dresser with towels. It would be great if staff could warn guests with cats and small dogs about this. The pool area was very nice, and I liked that the pool and hot tub were at the perfect temperature. Didn't use the gym. However, I found that several things in the men's change room were not well-maintained, including locker locks that were partially broken, and shower temperature controls that were also somewhat broken, making it difficult to control the temperature. Louix Louis was probably the highlight of the stay. As my stay included breakfast for myself plus one, I invited a friend over for breakfast, and we both enjoyed it very much. We had absolutely no complaints about the service or food. The bruleed banana on top of my pancakes was absolutely delicious. Generally, I don't need to stay in Toronto, but if I did have to again, I'd probably look for other options - pet friendly or not depending on what I need.