"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."

"Stayed a number of times… this time was not the best experience. Coffee table damaged my designer purse (it was sticky and part was left on the table. Felt like it wasn’t dealt with properly (offered a hotel voucher). For a $1600 purse … I expected some empathy. Cleanliness of room could have been better. There was a clump or hair on the carpet and a piece of food under chaise in bedroom."

"My partner and I stayed at the Shangri-La for Valentine’s Day and had such a beautiful experience from start to finish. The hotel itself is elegant, calm, and luxurious — the perfect setting for a romantic getaway. A very special thank you to Demeko and Dean for their incredible attention to detail. They truly went above and beyond to make our room absolutely perfect for our arrival. So many thoughtful touches made the whole stay feel extra special. We also want to give a shout-out to Ben in the lobby lounge bar. His cocktails were delicious and beautifully crafted, and the lunch service was just as impressive. He made us feel so welcome and taken care of. All staff who played an integral part in our stay truly made all the difference. Overall, a flawless Valentine’s stay. We can’t wait to return! 💕"

"First stay for my wife and I at the Shangri-La in Toronto for a three night stay. Was checked in by Andre K who set the standard for our stay. He offered us a late check out right off the bat as well as an upgrade to a beautiful room looking out to Queen’s Park. The level of detail in the hotel are unmatched even by other luxury hotels in Canada. The level of service was next level. It felt over staffed. The staff was always offering to help. The vibe was very resort feel. Bathroom products were hotel branded and high quality including soaps, shampoo, conditioners, and body lotion. The public lobby had entertainment throughout our stay - vibrant community feel. The pool area had public sauna, hot tube and steam room in locker room. Fitness facilities was very well stocked with free weights, cardio, smith machine and functional trainer. Benches were higher quality. There is no reason to leave the hotel. I will return without hesitation. Best hotel experience in my life."

"Location was excellent and walking distance to the place we wanted to go. The Tiff cinema and the Luma restaurant. The rooms was clean and very quiet for a downtown hotel. The service was impeccable. Great service and very courteous staff. The Atmosphere was outstanding especially the lounge area with a live band on the weekend. The pool, hot tub and dry sauna was a bonus. It also carries a full size gym that would make any private fitness gym look over their shoulder."