Grand Hotel and Suites Toronto, Toronto

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On first appearance, The Grand seemed like a decent hotel for a colleague and I to stay. The staff seemed pleasant and the rooms/amenities were up to par. However, during my first night’s stay, I awoke with an extreme itching sensation all over my body. Having already had bed bugs once ten years ago, I immediately jumped out of bed. However, still in a sleep-induced daze, when I did not immediately find anything, I resigned to catch another quick hour of sleep before my wake up call. I began to notice bites just after breakfast when we were heading to the office. After about a half day of suffering through discomfort, I was forced to step out of meetings to see a doctor. Unbuttoning my shirt, both the doctor and I were shocked to see hundreds of bites all over my arms and torso. What was worse was that I was suffering a moderate to severe allergic reaction and had large protruding welts all over my body. Returning to the Grand, I went straight to my room, packed and threw my suitcase and clothing into a garbage bag. I went down to the front desk and informed them that I had contracted bed bugs from their room and requested to be moved to another. After conveying that this had never occurred before, they sent me back to my bed bug infested room with a maid who was to “confirm” based on her qualifications whether or not there were bed bugs present. After showing her some very small blood streaks on the headboard and what looked like the remnants of a bed bug shell, the maid denied that bed bugs had anything to do with the situation. She asked to see the bites and, when I showed her, exclaimed that I was only having an allergic reaction. To this I replied that she was correct and that the reaction was to bed bugs as confirmed by the doctor. Speaking with the supervisor on duty (I never spoke with the manager), I was informed that they would be happy to move me to the one available suite left in the hotel. Upon first glance, the penthouse suite seemed like a nice upgrade and, although I still felt unresolved, thought that at least the hotel was attempting to make up for it in one way or another. It was only once I had settled in that I had noticed tiny little black specks all over the hardwood floor. Looking at my feet, I was horrified to see dozens of tiny black flies encrusted in the bottoms of my socks. Looking around the room, I saw what my colleague later claimed as “piles of flies” littering the entire room. There were hundreds, if not thousands, of tiny dead black flies all over the suite. I even found some on my bed that were still twitching, evidence that the room had recently been fumigated. However, at this point, I was tired and rather than having another ridiculous debate with the staff, I cleared the top blanket of flies off my bed and went to sleep. The next day, I spoke with the on-site supervisor again, explaining the new problem and that unsatisfied with the service and conditions of the hotel. I politely requested that my medical and dry-cleaning bills be reimbursed. To this the supervisor explained that this was not the hotel’s problem and that they would not be reimbursing me, nor would they be waiving the charge for my stay. At the end of the day, I am not a person who complains a lot. If I get served the wrong pizza at a restaurant, I usually just eat it so that I don’t make the server feel bad. I also understand that bed bugs (and potentially other infestations) are a rampant problem in major metropolitan cities such as Toronto and can understand the hotel’s reluctance to admit to any history of issues. But, as a customer, I have honestly never been treated so poorly and, the fact that I was forced to incur a number of charges that were no way attributable to negligence on my part, just seems plain old wrong (in addition to the dry-cleaning and doctor bills, I ended up having to discard my luggage, costing me hundreds of dollars). For these reasons, I feel it is important to share my story.

This has to be the worst run Hotel I have ever stayed at!! For starters the room was far from clean upon arrival. Latter in evening went to hot tub on roof which was even more disgusting, with broken glass and the most unkept hot tub I have ever experienced, (no way I was getting in there without my antibiotics) The final straw was when we called down to the front desk to get extra blankets for the kids for the pull out and was told they do not supply extra comforters or blankets or pillows "what we supply you is what you get" ....unbeilielable the last Marriott i stayed at had extra in the closet nicely packaged! The Salvation Army is just down the 2 blocks down the street, you will get better service there....stay away from this hole!!!! Save your Money!!!

We had a lovely night at the Grand Hotel. I wish we could have stayed longer. Though our room was not very large, it was clean and nicely decorated. The best part for us was the rooftop garden. We loved sitting in the whirlpool at night time under the stars. The water was nice and warm and it was a great view. We are treated exceptionally well and felt that the staff went out of their way to make our night memorable. Looking forward to going back again,.

So awesome what a retreat to go to mmmm anyhow loved it beyond believe! Nice to go to in the summer enjoy the jacuzzi on the roof 100 ft projecton tv and watch the lights of T.O. Would go to again like time at a spa breakfast was amaing and terace gorgeous..Wow waited too long to enjoy this luxury! Pool, sauna the room the comfy robes and the jacuzzi and tv is on the roof overlooking Toronto and the lake mmmmmm

My wife and I decieded to get away from Cleveland for a few days in December 06. Though it was freezing outside our room was comfortable, clean, with a great view of the city on the 17th floor. The free breakfast was great. Even leaving a 5 dollar tip everyday couldn't beat the savings. The small kitchen was just enough for two people. The pool was great. Not may people in the winter. My wife and I had the pool to ourselves for hours. The workout area is not the what I would call a gym and was disapointing. The citrus was nice. Fod was good and the service was friendly. The neighborhood is not the best. We had to dodge the beggers on our way to the business district. They was at least more civil than in the states. There's a small grocery store acorrs the street. Overall we had a nice time and will stay there again on our next trip.

My newly married huband and I spent three days in this hotel. It was so beautiful here. They have thought of every thing. This has really been a wonderful trip to Tronto. The Grand is a place I would come back to over and over again. The rooftop jacuzzi, wow is all i can say. A very nice touch, not to mention the indoor pool with yet another jacuzzi. I could and will go on and on about this hotel, making sure to recomend it to anyone travling this way.

This hotel gives you the feeling of luxury at a reasonable rate. We are taking our annual girls trip back to T.O. for Caribana and we didn't even think about staying anywhere else. The staff was attentive, courteous and always willing to offer assistance whenever possible. And the morning breakfast buffet was an added treat! The location was great, it was within walking distance from many clubs, the Eaton Centre and Yonge-Dundas Square. Who can do better than a hotel with a jacuzzi on the roof top overlooking a beautiful city!

we arrived late evening and checked into our room. we quickly unpacked and went to dinner in the hotel restaurant 'citrus'.the food was fine, not great, the service was friendly and adequate. however the tablecloth was not clean and spots were covered by glasses. we returned to our room and retired aronnd 10 pm as my husband was attending a workshop and had an early start. he got up , showered and left early in the am. i got up a little later and imagine my horror when i found the bed was full of moving bugs. the room was littered with them, behind pictures on the ceiling etc. the staff responded quickly and offered us a free dinner and moved us to a huge room that was ridiculous for two people. i declined the dinner as we had other plans, and asked the manager to apply that to a room cost reduction. when we went to check out. he gave us a $20.DEDUCTION FROM THE ORIGINAL ROOM COST. THE STAFF GAVE US NO ADVICE ON WHAT THE BUGS WERE,OR WHAT PRECAUTIONS TO TAKE. WHEN I GOT HOME I FOUND OUT ON THE INTERNET THAT THEY WERE INDEED BEDBUGS. OUR HOME COULD BE INFESTED. DON'T GO THERE. D. HANDLEY, BARRIE

This is a gem in the centre of all that is going on in Toronto. Close to the best shopping, theatre, sports venues, but on a quieter street than most of the downtown hotels. The rooms and suites all have kitchen so there is a frige, micorwave etc so you can snack in your room, entertain etc. The suites are absolutely the best. We do a girls weekend and are able to have all 8 ladies in one suite with 2 baths, full kitchen, living room etc. What a blast. Great way to really get together and talk. The breakfast buffet, which is included, is really good, and the ambiance is lovely.. Roof top Hot tub with great view, and a pool that is outstanding. I really love the Grand and recommend it to all my friends and family that come to Toronto for Shopping, theatre, sports, or just for a weekend away... Try it, you'll like it.