Name: Shangri-La suite
Item: Shangri-La Toronto
Rating: 2
Author: nunezp731

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All reviews lobby lounge room ipad university avenue health club one bedroom suite beautiful hotel tv in the mirror five star hotel room service turn down service floor to ceiling windows in room dining steam room cn tower the financial district the ritz four seasons

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Daphne712

Macau, China

150229

Reviewed 24 July 2024 via mobile

It’s the human connections that made the difference!

I spend a night staying at Shanghai-la Toronto for my birthday. Prior to the visit, I got advised on many good recommendations on visit and restaurant that I can spend my day. The hotel location is convenience that I can access many places within walking distance. The room is well function and maintained. Service is quick and accommodating. And after all, I’m impressed with the attentiveness of the team. They all greet us by name, we feel we are being recognized wherever we go.
I would like to appreciate the exception service especially from Perry and Ashwin. They lead the team well and we had a truly memorable experience at Toronto.

Room tip: They have a house car, can drive the guest to the surrounding location if it is available.

Date of stay: July 2024

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2 Thank Daphne712

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.

Dear Daphne,

Thank you very much for your review of our hotel! We are thrilled to hear your exceptional feedback about Perry and Ashwin, and the level of service provided throughout your stay. It is indeed our people and thoughtful care that we take the utmost pride in delivering to valued guests like yourself.

We hope to welcome you back to the hotel and Toronto again soon.

Best regards,

Kari Koskela
General Manager

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M1572TKgaryj

2

Reviewed 24 July 2024

Fantastic stay at the Shangri La

Top notch staff. Would recommend this hotel to all! It was a fantastic experience from check in to check out and everything in between. Job well done Shangri La!

Date of stay: July 2024

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1 Thank M1572TKgaryj

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.

Dear Gary,

Thank you for taking the time to share your feedback.

We pride ourselves in offering the highest levels of service and hospitality to all our guests. We are delighted to hear that you have had a pleasant experience while staying with us.

It was our pleasure having you as our guest and we hope to welcome you back soon.

Kind regards,

Kari Koskela
General Manager

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Jeffrey S

1

Reviewed 22 July 2024

Perfect for stay in Toronto.

We found staff to be competent, friendly and efficient from the check- in, to concierge to restaurant staff to room cleaning service. They pay attention to every detail, even the smallest. While we did not dine in the restaurant at night breakfast was great as were hors d’oeuvres and drinks in the lobby. Location is very centrally located and easy to get to everywhere in the city. Room was underrated and elegant.

Date of stay: July 2024

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1 Thank Jeffrey S

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.

Dear Jeffrey,

We are so happy to hear that you had an exceptional stay with us. I am thrilled that our team made a great impression and created a memorable stay for you.

We hope to welcome you back to the hotel again soon.

Best regards,

Kari Koskela
General Manager

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Mark P

Swampscott, Massachusetts

2462652

Reviewed 21 July 2024 via mobile

Great Hotel

This is a beautiful hotel in an excellent location in downtown Toronto. The public spaces are beautiful, and so too was my suite, which was large, comfortable and immaculate. My suite featured a strong wifi signal, many outlets and a large desk. Service throughout our stay was terrific too.

I would very happily return.

Date of stay: July 2024

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1 Thank Mark P

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.

Dear Mark,

Thank you for taking the time to share your feedback.

We pride ourselves in offering the highest levels of service and hospitality to all our guests. We are delighted to hear that you had a pleasant experience while staying with us.

It was our pleasure having you as our guest and we hope to welcome you back soon.

Kind regards,

Kari Koskela
General Manager

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NicolaiCPH

København, Danmark

1

Reviewed 13 July 2024

Dated hotel not living up to expectations

Overall the hotel felt dated and service levels nowhere near what we are used to at other Shanghai-La properties.

Overall the ambience of the hotel seemed to be “on a budget” with dying fresh flowers and orchids at the lobby that should had been changed a while ago and lots of plastic (!?) plants and flowers through the hotel. This felt cheap and more like an IKEA store than a five star hotel. We have never seen plastic plants/flowers at a Four Seasons or Park Hyatt Hotel.

The room was dated but in overall good shape. Small touches like fresh flowers in the room (Deluxe Suite) could have elevated the experience and the room a lot, but unfortunately not a single plant/flower in the room.

Service in the breakfast restaurant was a mess despite almost no other guests. Took forever to be seated and to have our orders taken. Food quality seemed low and more what you could expect in an airport lounge. In two occasions we were served fresh strawberries that had definitely been cut a few days earlier. The food also tasted very processed and options were limited and not of high quality. Finally we had booked a rate with full breakfast included but apparently that wasn’t the case as we were informed at checkout that we only had a credit of 112 CAD to cover breakfast for 2 adults and 2 kids (age 2 and 3). Absolutely ridiculous and not acceptable. We reached an agreement on checkout with the hotel compensation us by deducting an additional 100 CAD from our total bill.

Housekeeping was also hit a miss. The first night no turndown service. The other nights we did get turndown service but it wasn’t coordinated with when we were out of the room for dinner. Also one day we return to the room at 3pm and no cleaning had been done despite we hadn’t been in the room from 9AM. Just not acceptable for a 5 star hotel.

Overall we appreciated the room despite the dated design and we thought the overall value for money for the stay was ok.
Will we return? Most likely not.

Date of stay: June 2024

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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.

Dear Nicolai,

Thank you for taking the time to provide valuable feedback. We are concerned to read that you experienced a distinct lapse in service during your visit and we did not deliver as promised. Your comments have been shared with our teams respectively as it is essential for us to improve our quality of service.

Kindly note that your feedback has been shared with our Rooms Division Manager, Adam El Alfy, who would be keen to discuss your concerns further, as well as have the opportunity to regain your loyalty.

Please contact Adam, at your convenience via email at adamel.alfy@shangri-la.com.

We do hope that this experience will not deter you from staying with us again in the future and we look forward to speaking with you soon.

Kind regards,

Kari Koskela
General Manager

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