Shangri-La Toronto

This was a staycation with flair. Went for high tea and massage. Stayed two nights and enjoyed some family R&R

Hands down the finest service I have ever experienced at a hotel. From the valet to the concierge- everyone in this hotel cares about bringing high service to their guests. I was here for one week due to business but am planning to come back to Toronto from the U.S. just so my family can experience this high level of hospitality.

Great check-in process from Valet to Room.
The bell hops were very accomidating of our little dog & provided him with a bed/water bowl.
Room Service was very fast to bring up items & the bed was a claud to sleep on .

I recently stayed at the Shangri-La for a few nights on a business trip, and it was an exceptional experience from start to finish. What stood out most was the staff. They didn’t just greet me professionally, but with genuine warmth and care. Upon arrival, they even took the time to personally walk me through the property and highlight everything it has to offer, which made settling in effortless.

After long days of work and travel, returning to my room felt like stepping into a luxury vacation. The space was beautifully appointed, and the thoughtful extra amenities truly elevated the experience and made me feel valued as a guest.

This stay struck the perfect balance between business and comfort. I’d absolutely recommend the Shangri-La to anyone looking for a refined, welcoming place to stay, whether for work or leisure.

Location: Convenient to downtown/financial district. Fair amount of walking to visit any tourist or shopping spots. I stayed there for a convention, which was an easy 10-15 min walk. Union station with UP Express is similarly close for an easy ride to/from the airport.

Bedroom: Modern & clean. Outlets are mostly at the desk and one side of the bed. Lots of storage. Comfy bed. But, noise from the walk signal or revving cars and unending sirens and weekend protests are very loud on the 9th floor and disrupted relaxation/sleep. The common areas of the hotel are insulated from street noise and suggest the noise could be mitigated.

Bathroom: Spacious and plenty of marble. The marble lends itself to noise above you if someone walks around early morning with heels. The toiletries brand are poor quality. The shampoo especially leaves your hair feeling oily.

Shower: The shower/tub room had no issues draining. The tub could be a bit bigger.

Pros: Convenient location. Pretty room.

Cons: Service was inconsistent & sometimes inattentive. Service during afternoon tea was especially slow. Breakfast was similar. But the worst part was the noise. The lounge was loud from speakers that need to be turned down a bit. And the room was filled with echoing cars, sirens, and protests. Even when the streets are quiet in the early morning, you here upstairs guests clicking around the marble floor with their heels.

We had a fantastic holiday, made truly special by the incredible concierge team—especially Dean. From the very start, even before we arrived, he went above and beyond. We emailed ahead to ask for recommendations and help booking a teppanyaki restaurant, and he absolutely delivered with a perfect choice that set the tone for the whole trip.

Throughout our stay, Dean took the time to really understand our tastes and preferences, recommending activities and restaurants that suited us perfectly every time. What stood out the most, though, was how he made our 6-year-old daughter feel so special. He always went that extra mile to engage with her and make her feel included, which meant the world to us as parents.

When your child is happy, everything about the trip becomes easier and more enjoyable—and that’s exactly what Dean helped create for us. His warmth, attention to detail, and genuine care made a huge difference to our overall experience.

Thanks to Dean and his team, our stay wasn’t just great—it was truly memorable. We couldn’t have asked for better service and would return in a heartbeat.

Everything was amazing

Lo staff molto gentile e disponile. L’accoglienza riservata ai bambini nel periodo pasquale con giochi e regali. La colazione per noi non era inclusa ma al ristorante dell’hotel era di buona qualità. Ottima anche l’alternativa del piccolo bar all’ingresso. La hall all’ingresso molto bella e sempre animata, con musica dal vivo tutte le sere. L’area piscina e palestra

Beautiful hotel in a great location , staff are super helpful and friendly. Really loved our stay here .

Overall experience was great

I liked the bathroom

We visited for a small 2 night city break- The Hotel is located right in the middle of Downton Toronto so very conveniently located. The facilities are excellent. I had requested a room with a good view and we were given one on the top floor with a view of CN Tower!. The room is spacious, comfortable, modern with a spacious bath.

The staff were absolutely wonderful- The concierge was able to accomodate all requests. I actually got sick during my stay and they were able to arrange a doctor to come into the room for a checkup.

Theres an excellent valet service if you re parking your car there as well. We used room service and in room dining quite a bit too. There is an evening turn down service too. The room amenities are modern- e.g drapes and shears that open and close at the touch of a button.Altogether wonderful experience and very much recommended!

The hotel and the staff were first class. The staff was able to accommodate any requests we had and was very pleasant helping us. The rooms are clean and spacious.

Everything! Bedsheets, beds, pillows, bedrooms, little details, pristine clean rooms

My partner and I stayed at this hotel from March 12–15, booked through American Express Fine Hotels & Resorts (FHR). The hotel itself was lovely — the room, pool, and overall property were very nice. We also enjoyed the food at Bosk and the lounge.

Unfortunately, the only issue we experienced was confusion regarding the complimentary FHR breakfast credit. Throughout our stay, different staff members provided completely different information.

When we checked in, the front desk staff told us that any unused breakfast credit would roll over during our stay, meaning the full $336 total ($112 per day) could be used for breakfast at any time while we were there. When we later ordered in-room breakfast, another staff member told us that the credit could even be used for in-room dining throughout the day.

However, on our third day, a different staff member informed us that the credit would not roll over. Because of the earlier misinformation, we hadn’t used the full credit on the first day. That staff member acknowledged the misunderstanding and told us that a credit would be applied to correct the situation.

At checkout, we noticed that the credit had not been applied. I raised the issue with another staff member (an Asian male) at the front desk and explained the entire situation. Unfortunately, he was quite dismissive and questioned why we would receive the credit, despite the explanation. His attitude was rude and he initially refused to correct the issue. Eventually, his supervisor stepped in and resolved the matter, and the credit was finally applied.

Aside from this experience, the rest of the staff were very kind and welcoming, though it seemed many were not fully familiar with the FHR benefits and policies.

If you are planning to stay using Amex FHR benefits, I would personally hesitate to recommend this hotel. The confusion around the benefits created unnecessary hassle and took away from what should have been a relaxing stay. There are many other hotels in the area where you can likely enjoy the Amex FHR perks without the inconvenience.