The Ritz-Carlton, Toronto

Just returned from a five night stay at the Ritz Carlton Toronto. We’ve stayed at a lot of Ritz Carlton’s around the world, and I can honestly say that Toronto has some of the loveliest members of staff we’ve ever experienced. In particular the staff at Lano and the Club Lounge were all exceptional and provided us with some of the loveliest memories of our trip.

My favourite place to stay in downtown Toronto, in the middle of the financial district with easy access to restaurants, bars, sports venues, and the lake.

We booked a Club Room for Christmas week at the Ritz Toronto and received a welcome email inviting us to make use of the Club Lounge Concierge Desk. We called the number provided in the email since we needed some assistance with restaurant and entertainment reservations for the holiday. No one answered, so we left a voicemail. When our call was not returned after several days of waiting, we called again. This time concierge Emma Lin picked up the phone and informed us that no one monitors the voicemail on the phone number the Ritz had given us. We asked her for some information and help with Christmas dinner at Boulud and Christmas Eve High Tea at Shangri-La Lounge. She said she wasn't sure when these restaurants would be taking reservations but would get back to us with the information. She never did, nor did the Club Lounge Concierge Desk reply to repeated emails we sent them over the subsequent two weeks requesting their help. We did our own research and learned that both places had been taking reservations for Christmas Day and Christmas Eve for some time, which we were glad to learn. We went ahead and made our own reservations. We then emailed hotel manager Lukas Boeckmann and Ritz CEO Herve Humler, hoping that our feedback would be useful to improving Ritz customer service. NEITHER of them ever replied to us. It's sad to us that such a once-great hotel has lost its focus on customer service, which is now no more than expensive but worthless window dressing.

Stayed in a club level suite for a few nights in May 2025. The hotel and room was beautiful although the shower was small. We didn't feel welcome at this hotel and at one point we were stopped and questioned by a staff member when we were walking through the lobby to go back to our room. It's what's on the inside that counts and this hotel only values appearances. The vibe is too uppity. We won't be back.

We had a wonderful trip to Toronto, and our stay at The Ritz-Carlton was truly fantastic! From the moment we arrived, we felt welcomed and appreciated. The entire team went above and beyond to make our visit special. A special shout-out to Maya, the Concierge, who was outstanding. She helped us plan our daily trips and gave us excellent restaurant recommendations. We asked for three dinners—Middle Eastern/Eastern Mediterranean, Spanish Tapas, and Japanese—and each choice was perfect! Thank you to the entire Ritz-Carlton Toronto team for such warm hospitality. We can’t wait to return!