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lisa s

Find any reason to visit Hotel X

5.0 of 5 bubblesReviewed 24 Aug 2021via mobile
Hotel X was a wonderful night away and you could really find any excuse to have a night away and experience breathtaking views and amazing Hotel amenities and service. I will be retuning and would encourage others to do the same!
Date of stay: August 2021
Trip type: Travelled with friends
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joey Quintanilha, Marketing at Hotel X Toronto By Library Hotel Collection, responded to this review
Responded 13 Sept 2021
Dear F811ZRlisas,

Thank you so much for the amazing review!

We are so happy to hear you enjoyed your stay and we appreciate you choosing us to help you get away! We are so glad you enjoyed the amenities and service and we hope to see you again soon!

Warm Regards,
Joseph Quintanilha
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 24 August 2021

Room was clean, was on 22 fl facing the lake.
Pool was great, reservations had to be made because of COVID.
Playing tennis on 4th floor was a highlight however we found the courts to be quite hot and stuffy.
All the staff were courteous and attentive to our needs, including Front desk
Parking garage was well lit and spacious.
we did not dine onsite so i cant rate the food.
Note: This hotel is on the Toronto Exhibition grounds and getting to alternatives for food or drink is a good walk.

Room tip: we were on fl 22 middle south facing, nice birds eye view but could only see island airport and ontario place.
Date of stay: August 2021
    • Location
    • Cleanliness
    • Service
1  Thank Klayymann111
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Joey Quintanilha, Marketing at Hotel X Toronto By Library Hotel Collection, responded to this reviewResponded 14 September 2021

Dear Klayymann111,

Thank you for taking the time to leave such a great review! We're so happy to hear you enjoyed your stay and we appreciate the kind words about our amazing staff! We also appreciate your feedback on our tennis courts and we will do our best to improve. We can't wait to have you stay with us again!

Warm Regards,
Joey Quintanilha

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Reviewed 16 August 2021

so not worth the 600$+ per night for 2 queen beds!!

The hotel wants to be a luxury hotel, in luxury hotel, you pay extra for service and attention. This hotel is no better then a real basic hotel. Everything was complicated and Covid is no excuse for all of it. Yes just reopened, yes short on staff, but the price should reflect that.

At arrival, in a luxury hotel, you do not expect to wait 30 minutes to check-in because only one person at the reception, and when ever I had to go (phone did not work in our room, reservation for the pool, getting a pass to the gym) always only 1 person, so lots of time had to wait)
Called in advance to verify that the pool would be open (Covid times...) yes opened but I was never told that we needed an appointment and for 2hours maximum per day.
Ridiculous food prices: 6.50$ for a pain au chocolat!
By the way, travelling with another family, (total of 7 children 3 rooms so over 1800$ per night ) We picked this hotel for the rooftop pool in this heat so the kids could unwind we did not have access to it when we wanted it.
Is the main restaurant open? yes but we did not see a single table occupied at anytime on 4 days so not the ambiance you're looking for!
Staff polite, but their answers were systematically no.
Was the youth center open in the gym for the kids? yes, but when we get there not accessible to hotel guests... even if the place was completely empty.
Waited 45 minutes for wine glasses to be delivered to the room.
For the same price, we could have gone to Shangri-la or The Ritz Carlton, and we actually did go there to eat, the restaurants were great and busy and delicious. We ended opening a bottle in the lobby by ourselves since the bar was closed. Shangri-la was lively, packed and opened til 1am.
Came back one night wanted to go to the rooftop terrasse, 10:20 was told that they were closed!, when I mentioned that it was suppose to close at 11, was told it was last call! The second time we went, was told that as hotel guests we had to pay each 75$ per person to go to the rooftop since there was a DJ .
One afternoon, arrived at the pool, they mixed up our reservation (which was made the previous night by 2 adults present so had a witness) there with 5 kids, the pool area was empty (6 people present) so I had to negotiate letting the kids in the pool until the people with a reservation arrived. Was told we were lucky to be allowed to stay by the manager when I mentioned that the 11 of us had already spent 500$ in food and drinks in the 2 hours we were there, said I did not understand her point. When we said we wanted to leave earlier because the service was ridiculous for the price said we could but did not mention that it would be technically impossible since reservation done with a third party.
Sarpet was badly installed (literally 3 cm waves that my son fell)
When i told Luciana the manager, that we would not leave because i could not get the cancellation done (which she said she would gladly do the previous day) but knew could not be done, she asked me what she could have done, I said that the hotel was empty (judging by the parking) that she could have upgraded us to a better room, give us vouchers, she said she would make our day special. the only thing special was when I asked a pass to the gym and said I would bring my kids to play ping pong (which they did the 3 previous days ) was told I would have to pay 45$. Never heard from her with her special day again, no attention, nothing. This place is badly run, very bad attitude and clearly not a 5star experience.

Positive: Pool beautiful, great view from our room, snacks at pool good but really small for price

Date of stay: August 2021
    • Sleep Quality
    • Service
4  Thank karinelS6233SU
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 11 August 2021

We had originally booked a room here for our wedding weekend in 2020. After postponing and eventually cancelling the big wedding, we weren't able to get a refund on the room so we used the excuse for a mini honeymoon. The service was excellent, all staff very friendly and responsive. The one bedroom suite was beautiful, with views of both the water and the city skyline. Booking reservations at the pool was efficient, as was reserving a table at the Falcon Sky bar. We had drinks there on Friday night, great atmosphere, great DJ, only complaint was no drink menu to see a list of cocktails or have any idea of pricing.
For a suite, I thought the bar area could have been a bit better equipped; the mini fridge is extremely small, not many glasses or extra utensils/wine tools for entertaining.
Lighting in the room was excellent, always appreciate dimmer switches!
We tried to book the car service that drops guests off within a 5km radius of the hotel, however it's not running due to Covid...this seemed a little strange as taxis/Ubers are all operating with easy protocols in place.
The rooftop pool is really nice, great views and limited capacity which means you can't stay for more than two hours but it doesn't get crowded which we appreciated.
Only minor complaint would be that extended checkout is only 30 minutes, which doesn't make much of a difference.
Overall we had a great stay, very comfortable, clean and relaxing environment.

Date of stay: August 2021
1  Thank 962kaitlint
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 10 August 2021

When I am in Toronto I usually stay at one of the big well-known hotels. I stayed at Hotel X this time because it was affiliated with my conference. It's now my favourite Toronto hotel. It's modern, sleek, attractive and comfortable. All the staff were friendly and helpful. I really appreciated the email sent before my stay, which helped me plan - in fact it had a link that let me book an exercise class, in their gorgeous fitness facility, which was perfect after a day of travelling. Also I appreciated the post-stay email, which also contained a useful link - for retrieving an item I'd left behind in my room.

Date of stay: November 2020
1  Thank MichelleS6510
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Fariyal Hasham, General Manager at Hotel X Toronto By Library Hotel Collection, responded to this reviewResponded 13 August 2021

Dear MichelleS6510,

Thank you for taking the time out of your day to provide us with such an amazing review!

We will certainly share your feedback with our team and thank you for also highlighting all the different amenities and services we provide.

We absolutely look forward to welcoming you back!

Warm Regards,

Fariyal Hasham
General Manager

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Reviewed 31 July 2021

I had made a request to film a VERY SMALL live performance scene for an independent artist from Toronto on top of the roof of this hotel and submitted a request.

The woman who called me to speak about the event was absolutely no help at all and was extremely rude. When I told her my budget ($500 - 5 people max - 2-3 hours without food or anything) she pretty much laughed at me. I will for sure not be recommending this event space to anyone. Fix your customer service and teach your staff how to speak to people with respect and not make them feel bad. I’m Very disappointed. I normally do not even write reviews but the woman who called me was so rude I felt like I had to.

Date of stay: July 2021
Trip type: Travelled on business
2  Thank Erinmccarroll22
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Matt Black, Owner at Hotel X Toronto By Library Hotel Collection, responded to this reviewResponded 16 August 2021

Dear Raxx,

I'm so sorry we were unable to connect despite a few attempts to speak about this matter with you further. We sincerely apologize for leaving you feeling disrespected in any interaction, whatsoever. We pride ourselves as being the "World's Kindest Hoteliers" and in this interaction our team, and ultimately we, failed to live up to that mantra. For that we are sorry. We have talked to our team and shared out examples, guidelines, and templates for declining potential opportunities that we are simply unable to accept.

We are terribly sorry to have disappointed you. It is never our intent to embarrass or show disrespect, and we do hope that should another opportunity arise, that you will think of Hotel X Toronto once again.

I do remain available to discuss this matter further and my contact information has been provided to you directly through our Instagram account.

Regards,

Matt Black
Director of Marketing & Revenue

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