Sheraton Centre Toronto Hotel

The carpet wasn't as clean as it could have been, but the other facilities were fine. Breakfast was à la carte, and there wasn't a kids' menu, but the two meal vouchers were enough for us and our child. The restaurant was also open in the evening, so we could order downstairs if we didn't want to go out, and the prices were reasonable. The swimming pool is on the third floor, with plenty of sun loungers around. You can also order food by the pool, which was very convenient.

Our room's window faced the City Hall square, while some rooms on the other side had a view of the CN Tower. However, the window glass was quite dirty. The bathroom in our room was very small, and the towels were old and stiff, with no bathrobes provided. On the positive side, the hotel's location is excellent, very close to the Eaton Centre, St. Lawrence Market, and the CN Tower isn't far either. The hotel offers an à la carte breakfast, where you can order one item from each category on the menu. The salmon croissant sandwich was the best among them, but eating it for several days in a row became tiresome. A complaint about the housekeeping: it was fine on the second day, but on the third day, they didn't even replace the bath mat or coffee/tea bags. I wonder if it's because we didn't leave a tip. Also, the hotel has two buildings. We stayed in room 69 on the 11th floor of the annex building, directly opposite the ice machine, which was a bit noisy at night when people came to get ice.

Aside from the beautiful lobby, everything else was a disappointment. The hotel is massive, yet severely understaffed. The rooms are old, the toilet leaks, and the shower ran out of hot water halfway through. The windows were filthy and couldn't be opened. The room had a strange mix of odors, and both phones in the room were decorative and non-functional. There was always a long queue at the front desk. The room door lock had no power, making the key card useless – basic hardware maintenance was clearly neglected. My room was next to the elevator, and the noise was so bad I couldn't sleep. How dare they charge such a price for a room like that! There was absolutely no soundproofing between the room and the hallway. Breakfast was à la carte. We sat for half an hour and no one even took our order, then waited another half an hour and the food still hadn't arrived, even though the restaurant wasn't full – the staff were just incredibly slow. The next day, we moved to the Hilton next door, which was a vast improvement.

As a Ctrip Diamond member, I usually book highly-rated hotels through Ctrip for business trips and personal travel. However, my recent stay at the Sheraton Centre Toronto was the worst experience I've had in years. On the night of check-in, the front desk offered two options: two rooms on the fifth floor, or two high-floor rooms (both ending in '24', but on different floors). The front desk agent simply mentioned, 'It might be noisy near the elevator,' leading us to believe it was just the sound of people waiting in the elevator area. We chose the high-floor option. After checking in, we discovered that all '24' rooms in this hotel are right next to the elevator shaft. Whenever someone used the elevator, the noise was like a roaring airplane, so loud it was impossible to sleep. **A strong warning to future guests: Be wary if the hotel assigns you a room ending in '24'!** These rooms have severe noise issues, making it almost impossible to get proper rest. We immediately went downstairs to request a room change, but the hotel claimed, 'There are no rooms available.' However, when I checked the Ctrip app at that moment, there were plenty of rooms still showing as bookable. We asked for the duty manager, Jamin Kim (Duty Manager Front Desk), who insisted there were no rooms, even rejecting our offer to accept king-bed rooms. Meanwhile, other guests were still checking in, and Ctrip clearly showed availability, even though it was already around midnight. The only solution the manager offered was earplugs; a refund was also refused. After a long argument, she suddenly 'found' a twin room (despite previously claiming no availability) and emphasized, 'This is the last one; take it or we'll give it to someone else.' Feeling uneasy, we immediately called Ctrip customer service. Following this, the manager produced another twin room, and we finally managed to switch out of the two extremely noisy rooms. The entire process dragged on until almost 1 AM. The next day, the manager re-arranged two rooms on the same floor, and the living experience was relatively normal. However, on the third day, we found that the cups on the room's desk had not been properly cleaned, with obvious white residue still clinging to the sides. Overall, it was an extremely poor experience and the worst Sheraton I've ever stayed at. I will not be staying here again.