Executive Hotel Cosmopolitan Toronto

There was plenty to keep us busy in the area during our three days here this past summer. We had mixed feelings because of the reviews, but I'm glad we gave it a try. The staff were friendly and happy to chat about our day's adventures. The beds were comfy, the rooms fairly clean, and the atmosphere was great, with an amazing view. 10/10 for us.

The view from my room was amazing, with the CN Tower right there. I was celebrating my birthday and the staff left a little treat in my room. The GM was especially sweet, and everyone was phenomenal. I also felt safe walking around alone at 11pm while using my phone. I had a wonderful time. 😍

The two rooms I booked for my parents and me were dirty. The beds weren't clean, and the windows and units were covered in fingerprints and marks. Staff were completely useless. I never leave reviews, but this was an absolute joke. They kept telling me my room deposit had been refunded, then refused to look into it, even after I shared bank statements showing the money leaving my account. For the past month I've been passed from one person to another without help. They claimed repeatedly to have spoken with their 'accounts team', but it felt like one delay after another. I still have no refund and have now been dismissed completely. They stole my deposit and aren't interested in helping. If you're looking to save money, don't be fooled. I'd pay more and avoid this place. I just want people to know what they're signing up for.

The lobby is currently torn apart, including the walls, floors, and front desk. They're working from makeshift picnic tables, and today the whole building smelled of rotten eggs. I don't know if this is connected to the November burst pipe, which the hotel describes as a 'renovation' rather than an accident, but it's a mess. There are only two elevators, and both were shut down after that water leak. Major repairs began, and since then only one of the two has been working. Even that elevator breaks down often. Today it failed and I had to walk down and back up 22 flights of stairs. At other times, no elevators work at all, which makes this impossible for guests with accessibility needs. The front desk says insurance is taking a long time to fix them, and that someone holding a door open might be causing the other elevator to stop. I've stopped staying here on ongoing business trips because the construction has gone on for months with no end in sight. For hundreds of dollars a night, this is unacceptable. I don't think the hotel is discounting rates or, as far as I know, warning guests about the serious disruption or the chance of having to carry luggage up the stairs. The property is taking reservations in a way that feels misleading and problematic. This is a two-star hotel posing as four-star, with four-star prices because of its prime location. I'd avoid it until the elevator problems are fixed and construction is finished. If you can find a similar price nearby, stay there. The current state isn't what the hotel advertises.