The service and communication is TERRIBLE. Both elevators had been broken since the day before my arrival. We were not informed in advance that we would have to walk up 5 flights of stairs and not offered an alternative stay elsewhere (or even a free drink!). Bad knees or unable to reach your room? They don't care. While elevator issues can be unavoidable, communication and service are very much within their control - they just don't care about their guests. When I voiced my concerns, I was told a manager would contact me. Nobody reached out. The next day, after I followed up with my concerns after check-out, I was told the General Manager would contact me that day. It's a day later and they have yet to reach out. While the elevators breaking was very unfortunate, their inability to communicate and make things right is unacceptable - particularly when paying $500 a night on a Monday night. I will not return and will not recommend this hotel. There are plenty of other hotels in Toronto that actually care about their guests. Save your money and grief and book elsewhere.
