Gardiner Museum Tours and Activities

Terrible

Extremely disappointing experience for a hotel marketed as luxury. We contacted TOOR in advance about early check-in and were told it shouldn’t be an issue. Despite arriving after the regular 4 p.m. check-in time, our room still wasn’t ready. The room was also underwhelming: our “high-floor city view” primarily overlooked a parking lot, switches were labelled for pendant lights that didn’t exist, a headboard was coming away from the wall, and despite having 3 registered guests, we repeatedly received only 2 towels. The biggest issue was the valet. I handed over my 2024 vehicle in normal working condition with no warning lights. Less than an hour later, we returned to find several staff around it and the dashboard displaying multiple warnings/errors. The response was immediately that the valet “didn’t do anything” and something must be wrong with my vehicle. I no longer trusted them to handle the car and asked for it to be left outside, only to be warned they wouldn’t be responsible if anything happened to it there. Management offered little assistance or accountability. We had to leave the vehicle and spend a lot of money on Ubers, and the vehicle subsequently required a visit to my dealership. Things can go wrong, but how a luxury hotel responds matters. Based on my experience, I would not trust TOOR’s valet service with my vehicle again.