Travelling since 3am from Dublin we arrived at the hotel at 4.30pm to be told our rooms were not ready but they should be ready in 30 minutes and were offered $100 per room bar credit. We went to wait in the bar and checked back in at reception every half hour for the following 5 hours. Each time we went to reception we had to que up, the receptionist spent ages finding our booking so clearly no-one had prioritised the issue and people all around us were being checked in. Foolishly we were pleasent and did not make a fuss. Eventually at 9.30 we said we would not leave reception until we got our rooms. They offered us 1 room and said they would move our bags there but we refused and having stood there for approx. 30 minutes more they gave us the 2nd room. The receptionist grudgingly offered to credit us 50% of the cost of the room. Our booking was 1 single room and 1 family with double bed and couch. When we eventually got to our room there was no pull-out. At that stage we were too tired and just doubled up. The following morning I informed reception and was told 'their' system had no request for a pull out. I found the booking mail FROM the Four Seasons and the receptionist said he would have to talk to the manager and would I wait. Having waited another 15 mins in the foyer I went back to reception to see the manager dealing with other checkouts. I again stood waiting and he eventually came to me. His 1st comment was to repeat the mantra that 'their' system had no pull out and again I had to prove I was telling the truth. He told me we could'nt have a pull out in our room and would have to change rooms again but could give no time when this might happen. He also asked that I forward a copy of THEIR email, clearly not accepting their mistake and behaving as if I had perhaps photoshopped it! I made it clear I wasnt at all happy with the treatment and he again grudgingly agreed to fully credit 1 room for 1 night. I decided to leave and went to pay the bill on the other room and for the final insult was credited 50% of the Saturday night rack rate. We were on a 3 for 2 night deal and Saturday was the dearest of the 3 nights so in fact I only got a 30% reduction. At that stage I didn't bother commenting. ||For our 1st night in Toronto we had planned on a rest, to freshen up and to explore the city. Instead we were left waiting in the hotel foyer for 5 hours, told come back every half hour, only got our rooms when we made an issue and when we got them they were wrong. To add to it the following day we were repeatedly asked to prove that we had actually booked a family room and told the hotel 'system' said differently and made feel as if we were either telling lies or trying to pull a fast one.