My experience at this hotel was abysmal.
I traveled to Toronto from Los Angeles with two disabled people, one in a wheelchair, and one elderly person.
Here's what I don't understand:
1. I asked for a wheelchair accessible room. When we arrived late the first night, the bathroom was not wheelchair accessible, the T.V. did not work, and the cordless phone was also not working due to static.
I asked the front desk for some help. All wheelchair accessible rooms were booked. They told us to try again the following day in case one opens up. My brother, who's in a wheelchair, asked... "Even if it's not a wheelchair accessible room, can you at least give me a room with a wide enough bathroom door?" Their response: "No. None of the bathroom doors are wide enough." So, knowing well that sometimes this happens. We then asked for a bench for the tub so at least he can shower. He looked at us blankly and said, "No, we don't have that." My brother and I both said with frustration, "We'll check back in the following day for a the room that is accessible."
At that point, we just wanted to rest and watch T.V. Oh, but the T.V. isn't working. Their response: Our TV repairman is not in right now. No bathroom door wide enough, no T.V., and a phone that is just static.
2. The room never came. For the next three nights we were there, I carried him in and out of the tub. For "other bathroom matters" he used the lobby washroom. YES, the LOBBY. My mother also feared of slipping because there was no tub bench. We checked downstairs again, and found out the only two wheelchair accessible rooms are still booked.
3. I asked to speak to a manager. There was no one at night, but was told someone should be here by 8am. I asked for a name of who I should speak to. The front desk looked at a piece of paper and said... "uhh, I don't know, it's either this person or that person, but we're not sure" (The reason I put this in quotes is because they actually said "this person or that person." They did not give me a name). The next morning, Saturday, I went to the front desk at 8:30 AM. No manager until around 8:45 AM when a chef came out with his chef's hat from the cafe. Front desk says, "Here's chef now. He's acting manager!" Lo and behold, here was a nicely dressed chef, being sympathetic to my story (I told him the entire story). His response, we'll find a place for you. They did not.
Because I believe I'm a fair human being, I have to say, the hotel ended up fixing the phone while I was on the way to Niagara Falls. And I thanked them for that. Prior to that, the first two nights, I had to use the lobby pay phones.
What's unbelievable and unacceptable is everything else. We travel often, so I know that sometimes I have to lift my paraplegic brother onto a ramp, carry him up a couple of stairs. But this has got to be one of our worst experiences of customer service, PERIOD.
The plain truth: I wouldn't recommend this hotel to anyone - not my friends, not strangers.
Lastly, in case you wondered, the TV, we ended up fixing ourselves.