Toronto Marriott City Centre Hotel — Hotel in Toronto

I'll preface this by stating I'm fully aware this hotel is part of the blue jays stadium and on game days I know things can get hectic. With that being said, as a mariott gold member we've (my family of 4 w/2 little boys) has been staying here 2-3 times a year since 2019. What began as un-asked for room upgrades turned into non-available over the years to near begging. Inconsistency in offerings/access to club level and on this most recent stay feeling like a second class citizen compared to a non-game attendee. Upon check we were told hotel parking was full and to park across the street. Via app I was told no room upgrade available so I request to be comped club lounge access (in the past my hotel card always worked here). Through the app I was told I could have such for an extra $40 a day. When asked why not include as an upgrade I was directed to front desk. This became mass confusion and suddenly an "upgrade" was available which turned into an unbelievably uncomfortable pull out bed and NO club access all in the name of saving $120CAD. Also, good luck ever having valet parking comped as well. Best part is the floors ice machines but NO vending aka can't even get a pop for 6yo in a pinch. The chaos that ensues when a game is in session leaves hotel members in the dust and sharing essentially a public bathroom within the lobby with 50k fans. Being wanded to enter the hotel you pay for to suddenly your safety doesnt matter once the game ends. Understanding the hotel probably sees thousands of people a year but after 6 years of seeing the same staff over and over again you'd think just once someone would recognize you/acknowledge your loyalty with a simple smile and a welcome back. Staff at the door are always great but the people behind the counter seem to care less. For context we fell in love with the city in 2015 and began our journey through continuous stays at the marriott bloor st location. Always recognized, upgraded for loyalty, access to a concierge in the lobby who took us under her wing everytime we were there. The reason for our marriot membership and the reason we continue to spends thousands a year in the city and with the chain. It's a shane for the 1st time in 10 years we will be looking elsewhere where. With a 4&6yo you really cant beat the location with the aquarium, rec room, train museum, cn tower etc lirlterally just steps away. This past 3 day trip had us looking for every reason to be out of the hotel and looking to spend our time and...

Plan on taking it upon yourself if you want to know where something is or need something. It was not mentioned that housekeeping service was on demand. I thought they just skipped my room because I was there when they made the rounds. Finally noticed the statement on the TV on the third day of my stay.

Here's the cliff's notes of my stay: Breakfast only included for top two tiers, even if you are on the concierge's level. I asked what the upgrade was then and I was told it was a refreshed floor & room. Other upgrades weren't available because the baseball fans in town, to which I replied - yeah, that's why I'm here. Ice machine & vending was out on my floor and floors are controlled by keycards, so I had to go to the lobby to get ice. Mobile keycard never worked for me. Service/housekeeping requests are made through app. First night they didn't get back to me until after I fell asleep. Also made request on third night, after an hour I had to call to get help. Man fulfilling requests was very nice though. My booking process got messed up and they couldn't combine the three reservations. I didn't have to change rooms, but I did have to go get new keys for each reservation and the name on the hotel menu always had other people's names on the screen. The tv hotel guide says there's a coin laundry - there's not. I didn't use the pool as it required going down to lobby, walking by the bar, then down another elevator and I didn't want to be doing that in a swimsuit and towel. TV channels/selection is bad. The guide doesn't match the channels and I stayed up to watch the Formula 1 Australian GP on a low-quality channel, while Masters replay was in HD. No way to plug in your own device to TV. Surprising unawareness of valets. Asked about public transport from Billy Bishop airport to downtown & he suggested Uber or taxi. Guess he didn't know about the free shuttle to Union Station. I stayed here using rewards points and credit card reward stays. I chose the hotel because my primary visit was to attend the baseball games. Not sure that I would choose to stay there again if I return to Toronto. No one was rude, but with the exception of the man that brought my extra towels no one was friendly. Last note - on game days there's security outside with a metal detector wand, which is weird to me considering people can come into the hotel any other time without security. Also, after games the lobby stacks up with people going...

Spoiler alert: some complaining. Do not read if it will make you sad. We went on a spacial family trip to see a blue jays game. I paid a lot (1700) for a room overlooking the field (which was worth it) and a great deal (1000) to get a second room on the club floor. I called and spoke to a reservations person, and they helped me to make sure that the rooms could accomadate 6 (two adults and one kid in each room). However, when I checked in the person at the desk informed me that the stadium view room could only accomadate two adults (could note get a cot for the kid) and also that the club lounge was closed. They offered me a voucher for one appetizer for the restaurant (not applicable to room service). The restaurant was packed with a huge line up as of course everyone wanted in there on game day (view of the field). Also we had paid ++ extra for a club lounge room with no notice that it would be closed and no refund. Finally, on leaving, they "lost" our valet parked car, and we waited 56 minutes for them to try to find it. When it came back, the radio station was changed, and the position of the seat was changed-not sure if they were just driving it around TO. No apologies for the delay. Overall for the amount we paid I was hoping service would be much better. The service was not warm, borderline rude and the whole thing was not fun/uncomfortable. I did not complain as I did not want to spoil the weekend for the group. Top marks went to the housekeeping women who were very friendly, the maintenance person who was chlorinating the pool (and gave us an extra 10min in the pool) and the reservations woman who was very kind (and called me doctor, which is my title, but not necessairy but really nice and fun). The view from the room was wonderful and we had a great time during the game. Nice way to see a game if you have a person in your party with limited mobility. Noisy as they use leaf blowers to clean the stadium and it goes on all night if you are stadium view. Pool is in basement but pretty nice and fun. Beds are comfortable. Rooms are older/worn carpets but lots of space. I would recommend the trip but with expectation that customer service is poor. My husband says its a great way to see the ball game. My 10 year old son said; he thought it was really nice way to see the ball game, liked the pool "nice", nice that they let us stay late, great temperature (not too cold, not too hot), he was annoyed that he had to wait for us to find ou...