My partner and I recently returned from a 6 day/5 night belated Christmas visit to Toronto. We had a lovely time visiting friends & family, sightseeing, shopping, and dining out. However, the trip was soured in great part by our stay at the Sutton Place Hotel, which was terrible..
We booked through Hotwire.ca and got a good price for a Queen bed room. Upon arrival we were given a room with a queen bed in it, sure enough. However, the room was apparently created from some sort of storage area: very small, low ceiling, peeling wallpaper placed over cracked walls with mildew and mould, a tiny closet, an out of date, dingy bathroom, a burned out lightbulb in the desk lamp, etc. I called the front desk, asked for another room and said the one assigned was not satisfactory, whereupon the desk clerk snapped “what’s wrong with it”. When I started to explain the room’s deficiencies, she cut me off and said "Fine, we'll switch you". There was no apology, nor offer to come up with another set of keys or request for us to return to the front desk. We went back to the front desk where I was asked by the desk clerk "Are you the one who wants a new room". I explained that, yes, I was, and thanked her for accommodating us. As I turned away with the new keys, my partner observed that the clerk looked me up and down and made a rude face in my direction.
While unpacking, we noted there were no robes in the closet, as advertised. We called down and requested that 2 be brought up. We tipped for this service. We toured the hotel and stopped in the main floor bistro for drinks and a snack. The attitude of the waiter left much to be desired, as though we were inconveniencing him by sitting in his area. Note: another evening, same waiter, same attitude.
The housekeeping staff was a whole gem unto its own. Three days in a row the counters and mirrors were not wiped (coffee stains and splattered toothpaste marks were present before and after "cleaning"), The floor wasn't swept/mopped, as evidenced by a disposable contact lens and Q-tip on the floor beside the emptied waste basket when we walked in after cleaning was done. The bathtub wasn't washed, as evidenced by the hairs in the tub. Hmmmmmmm.... guess who didn't have a bath during their stay??? My small bottles of salon shampoo and conditioner, filled to the top on day 1, mysteriously were half-empty on day 4. I only use 1 tbsp per shampoo and was surprised to see so much missing when I next showered.
We asked for a non-smoking room, which we received. However, there were smokers in other rooms on the floor, one in particular smoking cigar(s)... It was nauseating having to pass through the stench of the smoke as we went to and from the elevators each time.
On our final night, a group of 18-20 yr olds stayed in the rooms beside and across the hall from us. From 9:00pm until 11:30pm they yelled, swore, slammed the doors as they ran back and forth, their dog (!!) barked. We called security at 11:00pm and complained, and were told that only because it was after 11:00, a security person would be sent up to speak with the guests. The guard told the partiers that there had been a complaint about the noise and could they "keep it down and not slam the doors". Of course the idiots said "sure, sure, we're going out anyway"; after another half hour of yelling and door slamming, left. We feared that they would return in an even worse state when the nightclubs closed. Sure enough, at 2:00am, we were awakened to loud swearing, yelling in the room next to us as well as in the hall, and doors to both rooms slamming. Despite another warning by Security, the noise/fighting continued and the offending guests were not asked to leave.
Kudos must be given to the young woman on the front desk when we checked out the next day. We had been charged for an extra night’s parking and made mention of this to her. She immediately adjusted our bill and apologized for the error. My partner mentioned the disruption to our previous night and asked what the hotel was prepared to do in compensation. The young woman listened to our complaint and immediately offered to remove some charges from our bill, which we accepted.
The only other “positive” encountered during our stay at the Sutton Place was the discovery of the hotel spa’s registered massage therapist, Raissa Trusevych. This young woman works pure magic on aching muscles. The spa itself is old and in need of major renovation. Fortunately one may book an appointment with her at the local clinic where she also works
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
