Cambridge Suites Toronto — Hotel in Toronto

I very rarely leave reviews but I would like to share the honestly stressful experience I had with the service provided at Cambridge Suites Toronto. Something that I have never encountered in the many years I have been booking and staying at various accommodations.

Both I and the other person in my room were from out of town. Upon checking in on Friday we were not informed during the reservation process nor at check-in about the stringent policy the hotel enforces concerning additional guests. We returned to the hotel at approximately 2:30 am with two friends, one who waited for her Uber and then left right away, and the other was too intoxicated to drive and lived an hour away from Toronto. We were immediately informed by the Night Manager that this person could not stay since only two individuals were registered to the room. In an attempt to rectify the situation, I offered to register the individual and pay the fee of $30 since he was not in any condition to drive. Without any consideration or contemplation, the Night Manager immediately refused and told us our friend needed to leave. As we had no alternative options, and given that we were all under the influence, we told the manager that he was being unreasonable and that we were going to the room.

To be very clear when we went up to our room at no time was there any partying, excessive noise, or disturbances, as we had immediately gone to bed. The situation then escalated when the Night Manager entered our room with Toronto Police at 4:30 am while we were all sleeping and demanded that the additional person leave the hotel. This incident was unprecedented, as never before have I encountered a scenario where police intervention was deemed necessary simply due to an additional person in a hotel room. While I acknowledge and respect the hotel's rule to prevent disturbances and parties, our intention was solely to provide a safe place for our friend to sleep and sober up.

Following an extended discussion with the police outside the hotel and explaining the limited options available to our friend, who was at risk of operating a vehicle under the influence, the police engaged in a dialogue with the Night Manager. Subsequently, our friend was then permitted to be registered, and the fee was paid.

It is regrettable that such an extreme situation transpired, as the manager's initial refusal to allow registration seemed unwarranted. While I appreciate the need for hotel policies, the circumstances did not warrant the level of escalation we experienced that evening. This incident was incredibly distressing and in the future, I will not be patronizing or encouraging others to book at this hotel or any affiliated establishments. I will also be sharing my experience in a Google review as I can honestly say I have never dealt with anything like this before and it...

I really wish I looked at the one star reviews so that I knew about the blatant racism and prejudice at this hotel, as I wouldn't have booked my stay here. Don't let the high ratings fool you if you are a BIPOC because you will surely have a very different experience. I booked with Cambridge Suites for their central downtown location as it was close to the studios I was doing press at for my film, but a front of staff woman seriously tainted what was supposed to be a really happy and joyful work vacation.

Despite pre-paying for my stay directly with the hotel, showing her my e-receipt and a screenshot of the room charge and hold on my credit card, the staff member told me that I would need to pay an additional $240. She was extremely rude and dismissive to me immediately after I greeted her with a warm smile, yet she was warm and kind to other White guests, and even gave priority to folks who arrived after me at one point. She even rudely tossed my passport back at me. Regardless of giving her proof of payment, she was adamant I pay an additional $240, on top of my pre-paid room fee and the $240 hold that was already on my credit card. Throughout this entire time, she was also giving my elderly (Black) father dirty looks, which made him so uncomfortable that he ended up leaving the hotel to go for a walk. After the conversation went nowhere, I told her that if she couldn't accommodate my stay that I would like a refund so that I could stay somewhere else -- at this point I was so exhausted after my flight, and had already been waiting to check in for 2 hours as my requested early check in wasn't honoured. She then told me that a refund wasn't possible because of the hotel cancellation policy, and when I asked her how this would be in effect since she had claimed there was no payment, she left and went to the back... clearly embarrassed as I caught her in a lie.

Thankfully a very kind and helpful (Black) associate stepped in and apologized. He was able to check me in immediately and said they didn't need anything else from me since my credit card was on file, room was paid in full, and there was a hold on the account.

By the time I got to my room I was so shaken by the experience that I was in tears. Instead of having a relaxing evening to prep for my press events, I spent my entire evening shaken by the incident. On top of this, it's been 10 days since checking out and the hold has not been removed from my account.

The sad part is, had I checked in with the incredibly kind Black associate I would have easily given the hotel a much better review. He was so amazing and caring and really went the extra mile to welcome me to Toronto after...

Our preference lies with Cambridge Suites, and we have had the opportunity to stay there on multiple occasions during our visits to Toronto.

The personnel exhibited an exceptionally cordial demeanor.

On-site dining is not available; however, they provide coffee and muffins in the morning. Upon our arrival, we were assigned a suite located on the 17th floor. However, due to the presence of wet carpet in the room, we were relocated to a suite on the 18th floor.

We found the layout to be quite impressive, featuring a spacious living area furnished with a couch and a chair. The suite included a wet bar equipped with a coffee maker, spoons, and glasses, as well as a refrigerator and microwave. We particularly appreciated the separation of the bedroom from the sitting area, which was enclosed by double doors. Additionally, the bathroom facilities were thoughtfully arranged, with the bathtub/shower and toilet situated in a separate room, while the sink area boasted an extensive vanity and drawers for convenient unpacking. The master bedroom is equipped with a flatscreen television, which is also present in the living area. Both the living room and the master bedroom feature room-darkening curtains, a beneficial addition for my daughter utilizing the pull-out couch for sleeping. The bed provided a comfortable sleeping experience, although it exhibited a slight sag in the area where I rested. Additionally, the carpet appeared somewhat dated, as did the wallpaper.

The hotel requires a significant renovation, as it has become exceedingly outdated since our previous stay.

The accompanying garage necessitates a parking fee, and if you operate a large truck, as my husband does, you should be aware that navigating through it is nearly impossible. Our new truck sustained minor damage after being parked in the underground facility. The parking facility offers both in and out privileges at a reasonable cost. Additionally, we were permitted to leave our truck there until 2 PM the following day, despite having checked out before 11 AM.

I would certainly choose to stay here again if I find...