Sheraton Gateway Hotel in Toronto International Airport

Convenient and beats waiting for a shuttle to other hotel.

Didn’t have time to use the lounge but it was large and seemed to offer decent options.

I had an airside room over looking the taxi way. If you are sensitive to noise, bring earplugs and there is always some sort of noise going on at night throughout the airport.

Good experience overall. But I was a bit surprised that I had to pay my breakfast as I thought it was part of the complimentary service…

Very convenient location if you are traveling and are flying out of Pearson. Rooms were clean and staff are very friendly.

When dropping people off, it can be confusing as to where you enter to get to the actual hotel as it is inside the airport.

WORST CUSTOMER SERVICE EVER!!! Called the hotel to give a heads up that there will be a late check in (as the flight would not be arriving until 1:00 AM. I spoke with an extremely rude man you instead just screamed at me, as I tried to provide him with the confirmation number. When I asked the man why he was yelling he continued to scream louder, until I asked to speak with someone else. I am already spending an insanely high price for this hotel, and do not deserve to be shouted at over the phone. The hotel being attached to the airport is the only reason it was booked. Please work on your customer service.

“We had an extended stay at the Sheraton Gateway Airport Hotel, and the staff went above and beyond to make us feel at home during a very stressful transition. Being new to the country, we were adjusting to new work schedules, searching for a permanent home, and helping our children and elderly parents settle in. During this time, two individuals stood out with their exceptional service and kindness.
At the front desk, Ms. Rosario showed incredible attentiveness and compassion, especially toward our family. She often checked in on our toddler, even bringing toys to keep her entertained, and always ensured our elderly parents were comfortable. From arranging small comforts to checking on us regularly, her patience, care, and professionalism truly eased our transition and made us feel supported.

In the Executive Lounge, Lex provided equally outstanding service. From the very first day, Lex welcomed us warmly with a smile, checked in regularly, and went out of the way to ensure both our children and parents were comfortable. Whether offering thoughtful refreshments, arranging small comforts, or providing extra assistance whenever needed, Lex made sure every detail was taken care of. Over time, our toddler grew so comfortable in the lounge that it became one of her favorite places, which speaks volumes about Lex’s genuine kindness and care.

Beyond these two wonderful individuals, all other staff at the hotel — from the bellmen to the housekeeping and janitorial teams — were consistently professional, courteous, and friendly. The rooms and common areas were kept spotless, and the overall cleanliness of the hotel was excellent. The gym was well-maintained and equipped with all the essentials, making it easy to keep up with fitness needs during a long stay.

Both Ms. Rosario and Lex, along with the broader Sheraton Gateway team, truly represent the highest standards of hospitality. Their professionalism, compassion, and attention to detail turned what could have been a very stressful and overwhelming period into a much smoother and more positive experience. We are deeply grateful for the outstanding support we received, and the hotel is fortunate to have such a dedicated staff.”

Attended a conference here. Food is nice. Customer service is quick and efficient. Staff is well mannered. Hope to visit again.

We were told we could check in early but our room wasn’t ready upon arrival (no problem), however, it wasn’t ready until almost an hour after the regular check in time. The staff told us they would come get us when it was ready since they were late but no one did. We were celebrating my fiancés birthday and one of the check in agents said they had something for him in the room, but when we arrived there was nothing in it. We don’t expect free gifts but disappointing to mention that and then have nothing in it.

Additionally, we paid extra for a runway view, but couldn’t see out of one of the windows. When I told reception they were quite dismissive about it and not helpful. I understand things happen, but the customer service given to us was very poor. We paid a bit of money for the room and it was not worth the value. The only nice thing was the location and the room was clean!

Overall we’re extremely disappointed. Don’t recommend this property.

stayed 1 night with my girl Katrina robb 2 if the 3 elevators.did not work the frist day . had to call and talk to the manager 4 times to get the stuff we had paid for and than it was disappointing for what you got when checking out no elevators were working no help given to get stuff down to the car

Not a very friendly welcome, a lot of people waiting to check in and only two staff available. But the biggest issue was the attitude of the bell hop - we were six people, with eleven pieces of luggage - while admittedly a lot I don’t think this is unreasonable and we had no problems with any of the other 4 hotels we had stayed at previously in Canada. Here the staff seemed very reluctant to help us and heavily implied they needed payment to do so. While I am happy tipping, I don’t expect that to be specified as a requirement up front - that seems like extortion to me for a service I am already paying for when I book the accommodation! It really made our arrival very unpleasant and I would suggest management look into this. The room itself I must say was comfortable and spacious. Although we missed breakfast we ate lunch at the hotel and this was quite decent. Of course the location can’t be bettered if you have a flight!

Great view short walk to the airport!!

The view is very good because there’s airplanes add the room is good and the room is good

Kids loved the gaming room

Excellent airport hotel. Wonderful location. Great lounge.

What an unexpected gem. Great location. Fabulous amenities. Beautiful design on the inside. We will definitely be back.