4/10 Scarso
Eugenia, Toronto
Viaggio di coppia
3 mar 2026
Mi è piaciuto: Pulizia
Non mi è piaciuto: Personale e servizio, servizi, condizioni e dotazioni della struttura
Very disappointing experience — especially compared to our stay in December.
Upon arrival, we were told our reserved room was only available for three nights and that we would need to move for one. We declined. We were then offered a much smaller, dated room instead. After two hours of discussion, we were finally given the exact room category we had originally booked — and stayed in previously. No apology, no accountability.
Staff repeatedly insisted the duplex we reserved was smaller than the duplex with a view. Expedia screenshot description clearly shows otherwise — it is actually slightly larger. The Expedia agent did not resolve the issue; we did, by providing screenshots and prior booking details and photos.
Basic standards were also lacking: non-working TV remote, no hairdryer (and the replacement didn’t work), and a non-functioning phone. By the time we were settled, the pool was closed for a private event — first day wasted.
If not for the larger room layouts compared to the Sofitel building, we would not return. Despite being positioned as a sister property, this feels more like an annex. All positives — pool, food, staff — belong to Sofitel.
In short: not acknowledged as returning guests and treated as though booking details were negotiable. Very disappointing.
Eugenia
Soggiorno di 4 notti a febbraio 2026
