Was waiting 3 hours after arriving because they had to change the locks, so unorganised it was embarrassing. Room wasn’t not cleaned due to the key problem and the cleaner never came during my stay. Never got a fob for the lift so had to dial in every time and was not given instructions about what to do on check out. Disappointing to say the least

We booked the room for easy access to St. Michael's Hospital. I was scheduled for back surgery the following day. Our room was locked, the handle was broken and we couldn't get in. After waiting until 5:30 (>2.5 h) for someone to show up to give us access, we cancelled our reservation and went to the Bond Hotel. Our reception was much more pleasant .

Decent place but not great experience with check in. There was a whatsapp number provided and when contacted provided no assistance. Had to call to get the check in info. They should just email the info once verification is complete. Also, washroom sink was clogged

Checking in instructions should be clearer before arrival. The location of the speaker box in the lobby was in a very noisy area, making it difficult to hear the instructions for check in. Also it should be made clear that it is the Pantages Tower. The sofa was very uncomfortable to sit on. Great location and wonderful view. ALI maintenance guy is a definite asset to your company, patient, understanding and knowledgeable.

Convenient location and basic needs were met. But the check-in information provided was incorrect. The following instructions which I received were not correct: "The keys will be left at the concierge under your name and you can collect the same upon showing a valid ID." It required several phone calls (including a long on-hold call) to gain information, and even then it was incomplete. More phone calls. Time elapsed: 90 minutes from first call. Also,for checkout, incorrect instructions were given in the room. Most instructions seemed to refer to another property. Simple issues that looked like start-up problems.