TripAdvisor Traveler Rating

We were in town for an event. Got back to the hotel around 11 pm. We were told at each of the 3 hotel bars that there was at least a 45 minutes wait. Reign had several open seats at the bar but we were not allowed to order a drink to our room. One person in our party asked for a bottle at the front desk - as we would not be seated at a bar any time soon - and was told we needed to go up to our room to the mini bar or she would have one delivered to our room at some unknown time. I have always thought this hotel was and could not wait to stay here- awful experience. Worst customer service I have ever experienced.

This experience was so bad that I moved out and checked into another hotel. I booked a suite at the hotel, which cost hundreds of dollars a night. For that, at a 5* hotel, you set a certain level of expectation. Instead, I got: - a first room that was just a lounge: no bed, no bathroom - I called down - someone would be up to help unlock the adjoining room. It was not a suite but a regular (small) room with an adjoining living area. I was left waiting for 30mins. - When I looked around properly, the walls were stained, someone else’s trash was left in the fridge, there were stains in the bathroom, peeling wallpaper, the fixtures and furnishings looked like those in a bad, cheap motel. I have attached some of the lowlights; this is no exaggeration. - I went downstairs to make a complaint, was kept waiting for 20 minutes, joined the check in line instead, and waited for another 10 before someone came to talk to me. - I was told a different room would be sorted for me within an hour. - I waited, went for a walk, then got a text. I went back to the hotel and was told I had to move my own baggage to the new room. - In the new room, there was no shower gel in the bathroom - the containers were empty. I called about this and was told that “upper management has been informed”. Nothing came. The next day I emailed about it, went out for the day after having not been able to shower, came back early evening and….still no shower gel. Unbelievable. - Then I found someone else’s belongings in the room, under one of the tables. - The housekeeping staff were noisy outside the room for hours, starting early morning. There is no soundproofing from the doors to the corridor, so it’s not possible to lie in. - I got a text asking me how my stay was - extremely tone deaf. I had complained several times. Turns out this was just an automated thing. - I emailed the guest relations asking what my options are. No reply. - The next morning, I left and checked out a day early. This is by far the worst experience I’ve ever had at a hotel. They say they are a 5* hotel - I have stayed at many 5* properties; this is not a 5* hotel. The rooms are beyond tired, there is no soundproofing, housekeeping service is incompetent, and basic amenities (body wash/shower gel) were not available to me for two full days. The hotel offered 50% off one night, and a food credit. This is just not good enough. If this is how they treat loyalty members, then lord help anyone else. A facade of a hotel with a grand lobby that is exceptionally deceiving. Everything above the ground floor - in my experience - was nothing more than a bad motel.

This hotel is glorious! It would have been a perfect 10 star rating, however, the hotel was so busy that small touches required to create the dream experience I had hoped was sadly dashed. They were dealing with a concert nearby, Leafs game and a marathon. I could not believe the crowds. I will return in hopes that next time we can have that elevated experience I hoped. I was not displeased at all with our stay, I just know it could have been better if not for the busyness. Be back soon

Stayed here for three nights while attending a concert at Scotiabank Arena and visiting Toronto for the first time. The hotel is right in the heart of downtown and an easy walk to the event, and much more in the city! The room was very nice and very comfortable , and the concierge and valet excellent! The lobby bar is always the spot to be, just follow the music! 10/10 recommend to stay here while visiting Toronto!

The management and team on the Gold Residence floors at the Fairmont Royal York are exceptional! I have travelled extensively around the world and would say that the quality of staff is top notch. The personal attention to detail from check in to housekeeping to the Gold Lounge is consistently on point. I would particularly note manager Alexis Bragagnolo for her professionalism and effortless people skills. The Fairmont Gold team should be very proud of the atmosphere and standards that they consistently deliver. Graeme Hamilton