Shangri-La Toronto

First time staying at a Shangri-La property, and we were very impressed with the service. The hotel is well maintained and conveniently located, with excellent walkability to attractions such as Little Canada, the Aquarium, the CN Tower, and nearby shopping malls—even in early January weather. There is even a grocery store across street that we could go and buy fresh fruits and quick snacks. The staff are exceptionally well trained across the board, from the front desk and concierge to housekeeping and restaurant staff. Everyone we encountered was friendly and professional. The food at the restaurant was excellent, and overall we had a great stay.

Visiting the Shangri-La Hotel felt like stepping into a calm, elegant escape right in the heart of the city. From the moment we walked in, everything felt refined yet warm—the soft lighting, the quiet atmosphere, and the attention to detail made the space feel peaceful and welcoming. There’s a sense of luxury at Shangri-La that isn’t loud or overwhelming. It’s subtle and graceful, allowing you to slow down and truly enjoy the moment. The contrast between the busy streets outside and the serene interior inside made the experience even more special. Spending time there felt like a pause from everyday life, a chance to reset and appreciate beauty, comfort, and calm. Shangri-La isn’t just a hotel—it’s an experience that leaves you feeling relaxed, refreshed, and quietly inspired.

I booked a deluxe one-bedroom suite to host some guests on New Year's Eve and to spend the night downtown after a rave. I had made a request several weeks before my booking for there to be a dozen champagne flutes, a dozen highball glasses, and two large ice buckets in the hotel room. I reconfirmed this detail at check-in and asked for 18 glasses instead of 12, as a few more people would be dropping by, and was told, "No problem." My late checkout request wasn't accommodated (which was fine, they were fully booked, so I get it.) My guests were due to arrive around 7:30, and by 7:10, nothing had been delivered. After several unanswered calls to the front desk, I walked downstairs to find it fully staffed, so I raised the issue, and the concierge stepped away, saying she'd have it organized. In the interim, I stepped out of the hotel to grab a bite to eat, and a manager called me to say I was asking for too many glasses, and the best he could do was five champagne flutes and five highball glasses. The rest would have to be paper cups. The manager was flippant when I brought up that my request was made well in advance and that I didn't understand why nobody told me this ask would be a problem; a question they never answered, leaving me in awkward silence, so I gave up and said, "Fine." Walking back through the hotel lobby, past a side table filled with champagne flutes, I found the individual doing the final setup; only four champagne flutes and four highballs had been delivered. When I mentioned that the delivery was one glass short, the person dropping off the glasses said, "Well, this is all they gave me, and you can use the ones at the bar," which were goblet-style wine and whisky glasses. Furthermore, when the person who looked after the turn-down service came by, I asked them to refresh the bedsheets after 11 PM. I returned to the hotel around 2:30 AM to find that nobody had refreshed the sheets, so I called down, and someone came up to do it then. When I raised these concerns at checkout, the individual (the same person who had checked me in) asked how my stay was. I filled them in on the issues, and they said they would cover any food charges on the room, which there were none, except for a $10 bottle of Evian water someone had opened. At that point, I wasn't in the mood to escalate, so I just left. If there had been an issue with the glasses from the beginning, I would've made my own arrangements for stemware, but it was never communicated. My guests and I are not teenagers having drinks at a Best Western, but that's the treatment I felt we received. And, in a world where you are booking a suite, serving high-end champagne, and hosting discerning guests, aesthetics, attention to detail and proper care matter, but it seemed like none of the staff actually cared. Ultimately, the rooms are clean and comfortable, but the service is absolutely not on par with the cost. I've booked this hotel before for my parents to stay in, and they consistently told me positive things, so I thought I'd treat myself to a pleasant experience for the New Year; I won't be back, and neither will my parents.