I love this hotel. It's my go to every time I'm in Toronto (every two months). Staff is always friendly. My bed is wonderful and too comfortable to get out of most mornings.
There's a nice little gift shop with reasonable prices to grab drinks, food, etc.
I've ordered room service once. I ordered the Angus burger. Very pretty display and tasted really good. Hotel is very close to tourist things (4-5 blocks) although I've never done the tourist stuff.
This will always be my go to. I don't understand the low reviews. Great location and great people.