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  • We were staying at the hotel as part of the Bliss Ball. We had a great check in and when we got to our room it was lovely. Nice jelly candies and lovely decor. When we arrived back from the ball though that is when the problems started. We wanted a nightcap in the lobby and were told they did Last Call at midnite because it hadn't been busy. Despite the fact the hotel was a sponsor of the ball and there would be a number of people coming back from the ball to the hotel. Then we asked for the Suty manager in charge. Unfortunately we did not get this lady's name. We asked her if we could order drinks to our room and then bring them down to the lobby to enjoy with our other guests who were also staying at the hotel. We were told we could do that. My husband went upstairs, ordered drinks, waited about 30 minutes for the drinks to arrive and then when he finally brought the drinks down to the lobby for us to enjoy the Night manager told us we had to get the glasses out of the lobby immediately or they could lose their liquor license. We told him that we all heard the previous manager told us we could enjoy the drinks in the lobby and he did not believe that all 4 people heard the same thing. Then the hotel raised the lights, shut the music off and turned off the fireplace in the lobby. We then asked if the night manager would comp our drinks since we no longer could enjoy them in the lobby and he said he couldn't do that. We told him again we were with the Bliss Ball and the hotel was a major sponsor of the ball and how disappointed we were with their lack of customer service and lack of empowerment in their employees. This hotel is lovely if you don't mind BAD service and one person not knowing what the rules ate and the left hand not knowing what the right hand is saying and doing. Shame on you ShangriLa. For such a nice hotel you really have Bad service. I hope lots of people read this review and walk with their credit cards to another hotel that can provide the service one would expect in a major city like Toronto. Since when does the bar close at 12 midnite because they weren't busy the night before??!!!!
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