The Ritz-Carlton, Toronto

The Ritz in Toronto has been our absolute favourite place to stay in Toronto for many years and in particular the service and ambiance of the Club Room was exceptional. Not this time. I let them know in advance that I had some food allergies including nuts and sesame. They insisted I not touch anything from their buffet but they would have something made up for me. A bit awkward but ok. First night the staff knew nothing about this. Next night they very proudly brought me a dish obviously topped with hazelnuts and claimed “here you go. Gluton-free and dairy free”. Tried to explain nut allergies and gluton free are not the same thing and please take this away. Next night same proclamation of gluton-free and dairy free. This time topped with sesame seeds. Asked if perhaps I could just have a salad. Brought me literally a bowl of lettuce. No dressing. No other veggies. Just a bowl of lettuce. Said they did not make the dressing in house so could not offer this for me. Apparantly very little is made in house now, and staff are entirely not trained in accommodating allergies. I suggested maybe oil and balsamic vinegar might be nice. I commented that at the Sheraton Gateway Lounge how much better their accommodation was so they had the chef come out and talk to us. He was clueless, just going through the motions and did not provide any credible assurance they knew what they were doing in the kitchen or cared at all. By then the ambiance was gone and I wanted nothing more to do with this place. My husband talked to the manager and we got more assurance but trust and confidence had vanished for me and we left entirely disappointed with our 7 night stay. By the way absolutely no compensation was offered. Currently planning a trip to Toronto and so sad that this left such a bad taste. It is a lovely room, so close to the theatre and used to be so wonderful and provide such high end service. Unfortunately not the case any more.

First off, the rooms are very large and well appointed. Housekeeping does a great job each day keeping them perfect. The staff on the Club Level are exceptional. They all go above and beyond to make the stay special. I can't capture in words how wonderful they make your experience. The food and drink in the lounge are very good. We keep returning because we never fail to have a perfect stay. Their main restaurant, TOCA, is wonderful (see my separate review). Plus the location is close transportation, museums, restaurants, etc.. This hotel and the Club Level is highly recommended.

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.