Trump International Hotel & To

I originally wasn’t going to post a review. The hotel itself is very nice, the food was excellent, and the food-service staff were genuinely great. I figured some of the other issues were simply isolated service mistakes. What changed my mind was what happened afterward. During our stay, I had interactions with numerous employees in both the front desk and spa departments. Afterward, both the front desk manager and the spa manager reached out to address the concerns — and both addressed their correspondence to “Ms. Dayter.” At that point, it became difficult to view the problems we experienced as isolated mistakes. Something as simple as checking my guest profile would show that it is Mr. Dayter, especially considering I had already stayed at the property and interacted with multiple members of the staff. Ilya is also one of the most common male names in Russia. Turn on a random hockey game or look at the leadership of many major technology companies and you have a decent chance of finding a male Ilya. It was particularly ironic after hearing the concierge enthusiastically talk about how diverse Toronto is. Mistakes happen. But when managers are specifically reaching out to address concerns about service and still cannot take a few seconds to check a guest profile, it starts to explain why the same lack of attention seems to filter down through the departments. The hot tub was a perfect example. It appeared to be overfilled daily to the point that the drains could barely keep up. More importantly, the water was unbearably hot. We ended up sitting on the step because it was too hot to comfortably sit in the water, and two other groups of families cut their time short for the same reason. When we raised the concern, staff immediately reassured us that the temperature was normal — before anyone had even bothered to check it. That was probably the best summary of the service experience: rather than taking a guest concern seriously and verifying it, the immediate response was simply that everything was fine. It comes across less like an occasional mistake and more like laziness and a lack of attention to detail. And when even management demonstrates the same behavior, it is unfortunately not difficult to understand why it exists among the staff. That is what makes this review frustrating, because the property itself has a lot going for it. Great hotel, great food, and excellent food service — but unfortunately too much carelessness, indifference, and laziness from other parts of the staff to deliver the level of experience you would expect from a hotel of this caliber.

We love St Regis and this was our first time at this location. It's beautifully ornate and the location was great. Having said that, we were terribly disappointed in their handling of the temperature issue in our suite. The bedroom was very hot and we asked for a fan and attempted to service the unit. For 4 nights, we slept uncomfortably due the room temperature. We also ordered room service that was subpar and we didn't eat it. When we checked out, we were told the manager wanted to speak with us, but was unavailable. We were assured that they would contact us and send the folio by email. We never received it nor a call from the manager. We've called three times and left messages to no avail, and we checked out June 29th. For an organization that prides itself on service, this one missed the bar.

We loved everything about the St Regis Toronto. From the efficient, kind and helpful people at the front desk, to Paolo and Neil at the concierge desk, to Ece at Louis Louis, and skilled and helpful waitperson Arta, we were always well taken care of. Great location, well appointed and well serviced rooms, and consistently fine service! We couldn't be happier to recommend St Regis Toronto for your stay.