TripAdvisor Traveler Rating

How refreshing to find such a comfortable, well-run property actually attached to the airport terminal. My room was comfortable, but apart from location the biggest plus was the kind, professional staff who seemed to empathize with the exhaustion travelers may feel after a long trip.

This hotel delivers ad advertised. As it is part of Terminal 3 the location can't be beat if you are staying at the airport. The rooms are large, modern and nicely appointed. Comfortable beds and. a modern bathroom. The bathroom was very small especially for a couple. However, the bathroom is light, bright and functional. We found the restaurant to have a limited menu. All the staff were professional, friendly and helpful. Overall ,a very good location and we would book again.

This is a Marriott hotel. I am a Gold Status traveller. The hotel is entirely pet-friendly. I have bad dog allergies. Normally, some hotels have rooms that are pet-friendly, and some are pet-free. Every room, at this hotel, had the potential of making me sick. When I enquired about this, they seemed to feel this was my problem, but offered me an upgrade for a fee. I declined and was told that while they would try to make sure the room was allergen-free, they could not guarantee it. However, they could give me a room without feather pillows. It appears an allergy to feathers is considered, but not to dogs. The service at reception was surly, bordering on rude. The room service breakfast was good. The bed was comfortable, and the room was quiet. I booked this hotel for service and convenience. At least it was convenient.

Location can’t be beat for an in-terminal hotel. And it was relatively quiet. That’s where the goodness ends. The bedding and towels are way below quality wise what you would expect from a Sheraton. Thin scratchy towels and definitely not good quality sheets and mattresses. Also, even though the room appeared to be recently renovated, there was no desk in the room, huge miss for an airport business hotel. The worst part though is that they have installed smart eco friendly thermostats. Pretty sure they are the motion activated ones, so guess what happens. As soon as you go to sleep, the air conditioning cuts out and regardless of what you set your room temperature to be, it’s going to get hotter as the night goes on. I woke up twice and had to reactivate the thermostat to get the room to cool down again. All in all, had an unpleasant sleep due to not being able to control the room temperature. Also as I work in government regulation, I’m fairly certain that this could be argued as a violation of federal rules in North America for flight crews where a rest facility has to allow for both light levels and room temperatures to be adjustable.

I stayed at the Sheraton Gateway Hotel because I arrived very early in the morning on a red-eye flight and had roughly 12 hours before my connecting flight. The night before, I attempted to book a day room directly through the hotel but was told day rooms were available only after 10 a.m. As a result, I paid the full nightly rate of about US$350, even though I used the room for only eight hours. The hotel’s location is unbeatable for anyone who needs to be at Toronto's main airport. A somewhat hidden walkway connects the terminal directly to the hotel. Unfortunately, signage is poor. There were no signs from the baggage claim area directing passengers to the Sheraton. Having stayed at the airport Sheratons inside Charles de Gaulle Airport in Paris and Frankfurt Airport, I found the Sheraton Gateway Hotel in Toronto International Airport a considerable step down in service, Marriott Bonvoy elite recognition and overall attention to detail. At check-in, nobody offered to assist with my luggage. I received no welcome letter, and there was no letter or hotel directory in the room explaining the property’s amenities and services. Comparable 4- and 5-star airport hotels, including the Sheratons at the airports in in Paris and Frankfurt, have a bellman available and provide arriving guests with basic information about the hotel. More troubling was the handling of Marriott Bonvoy benefits. The front desk offered me only 1,000 points. At Sheraton, eligible elite members are supposed to be offered a choice of 1,000 points, an amenity or breakfast in the restaurant. When I specifically asked whether I had any other choices, I was told no. That is not in compliance with Marriott's Bonvoy loyalty program. Guests such as myself can claim US$100 cash compensation for the hotel not offering what is required of them. There is no excuse for denying Marriott’s best customers their hard-earned benefits. Although I had access to the club lounge, where a limited breakfast is served, that is not the same as being offered breakfast in the restaurant. Worse, menus are placed inside the club lounge so guests can pay restaurant prices for things such as eggs cooked to order. The room appeared to have been renovated within the past couple of years. Aside from several electrical and USB outlets that did not work, everything seemed to be in good condition. I did not notice stains on the furniture, scuffs on the walls or other obvious signs of wear. The bedding, however, seemed below normal Sheraton standards. My room had three down-alternative pillows and only one feather pillow. In my experience, Sheraton beds normally have four feather pillows. The bed linen was generically branded “Preferred Comfort” and seemed lower in quality than the linen I have encountered at other Sheratons. Sheraton is supposed to be a business hotel, yet there was no desk in the room. Who is the idiot who designed a 4-star hotel without a proper desk? Instead, the room had a small round table and an uncomfortable metal chair with only a thin seat pad. It was hardly an adequate workspace. No robe, slippers or plastic laundry bag were provided, which is below the standard I expect from a 4-star hotel. The room did have an alarm clock, safe, Keurig coffeemaker, mini-fridge and two complimentary bottles of purified water. The bathroom had half-empty wall-mounted dispensers containing shampoo, conditioner, body wash, hand wash and lotion. No bar of soap was provided. There was a shower cap and a small vanity kit containing a couple of cotton swabs, but no toothpaste, mouthwash or shaving kit. Cleanliness was the biggest problem. I found extensive hair from previous guests in the walk-in shower. The sliding shower door also showed signs of mold or mildew, along with still more hair. I realize that walk-in showers with sliding doors can be difficult to clean because of their poor design, but that does not excuse leaving visible hair and mold or mildew. If I had to guess, the shower area has never received a truly extensive cleaning and sanitizing since the room was renovated. The club lounge was equally disappointing. It is relatively small considering how many guests have access through Marriott Bonvoy status or qualifying room rates. The complimentary breakfast offerings are barely better than the free-for-all-guests breakfast offering at a Fairfield or Holiday Inn Express. Anyone wanting a substantive breakfast must pay full restaurant prices. The club lounge has a fully staffed bar in the evening, but alcoholic drinks are not complimentary, unlike other the club lounges at other Sheraton hotels. In reality, the club lounge seems less like an elite guest benefit and more like a separate food-and-beverage outlet offering just enough complimentary food to encourage guests to purchase drinks and additional items from the menu. On the whole, the Sheraton Gateway Hotel in Toronto International Airport benefits enormously from its unmatched terminal location, but it lacks the service, cleanliness and guest recognition found at comparable hotels, including other Sheraton-branded hotel. The experience was closer to that of a nice 3-star Holiday Inn than a 4-star Sheraton — and certainly not worth approximately US$350.