토론토 룸 앤드 스위트

This was a quick trip to Toronto, and you get what you pay for… I wasn’t expecting luxury but I was expecting professionalism. When we arrived the bed was made but the sheets were obviously dirty. We sent photos of the stains and hair that were on the sheets to management and told them it smelled badly. Management said “no it’s clean”, “sometimes hair from the dryer sticks to the sheets”, and that there was a fee for “extra cleaning.” Eventually, after much back and forth they agreed to send cleaning to our room the following day to replace our dirty sheets free of charge. When we returned to the room the sheets had been changed and it was obvious that they had been dirty before because the new sheets were clean in smell and appearance. Then, a day before we checked out, we received a message on Expedia from management that check out was at 11am and for every hour after 11am we would be charged an additional $10. So, the morning of check out we decided to pay the extra $10 fee and leave at 12pm. Management messaged me saying the fee was $20 plus 13% tax for every hour after 11am. I sent them a screenshot of their own message they sent me with the $10 rate and they flat out told me their own words didn’t matter and referred me to their website where their rates are stated as subject to change without notice. I don’t care about the money it’s just ridiculous these people are in the hospitality business. Do yourself a favor and stay literally anywhere else than here.

Two weeks have passed since checkout and I am still waiting for the refund of my $250 damage deposit. Despite multiple attempts, there has been no response and no way to reach anyone to resolve the issue. A refundable deposit should be returned promptly after checkout. This has not happened. I would not recommend staying here.

Check-in details are misleading on Expedia website which state that government ID and deposit must be presented on-site. This is not the case. You are contacted over text message to send your ID and credit card details via text message (or e-transfer of cash deposit) which is not secure and you have no idea who on the other end will have access to this information. E-transfers are permanent so that is a very risky way to ask customers to put a deposit down. It's not the same as putting a hold on a credit card - you must just hope that they e-transfer the money back to you after it has already been deposited and this opens up all kind of risk to the guest. Nobody in the right mind would send their credit card information or government ID to a random unsecured Toronto number and it looks like this complaint has been made numerous times in the reviews with no updates made to reflect the misleading nature of the policies on this website. I would have provided all this information if they were able to send me a link to an upload portal or something of that nature that you could submit sensitive information to. It's not until you actually book this that it becomes clear there is no actual front desk. I did not end up staying here for the reasons above and have not received a refund from the property.