Frequently Asked Questions General Do you allow smoking on property? In the rooms? No, we do not allow smoking in rooms or on property. Do you allow photography and videography? Professional photography and videography are not permitted in public spaces or outlets. However, for event spaces or guest rooms that have been booked, photography and videography is permitted. Can I send a package to the hotel? Yes, please address it to the individual, followed by our Hotel address. Do you have a mobile app? We do! The 1 Hotels app can be downloaded from the App Store or Google Play Store. What languages are spoken by staff at the hotel? English, French, Italian, Spanish, Portuguese, Tagalog, Mandarin. Does your hotel have air conditioning? Yes, all guest rooms and public spaces have both central air conditioning and heating. What is the best way to reach the hotel? You can reach the hotel at 416-640-7778 I have a media or influencer request. Whom do I contact? Please send any media or influencer requests to [email protected] Health & Safety What are your cleaning practices and amenities? Our property will continue to be sanitized using hospital-grade, EPA-approved agents and activated oxygen spray bottles. Our kitchen staff maintains rigorous cleaning processes and our management team has undergone ServSafe® certification, ensuring enhanced safety training and educational materials. What steps are you taking to practice safety at the hotel? All team members undergo temperature scans upon entrance to our sustainable sanctuaries, and hand sanitizer is available in all public and team spaces. High-touch points such as furniture, door handles, and elevators are sanitized multiple times per day to ensure everyone’s comfort and safety. To further protect you and the planet, we continue to offer contactless guest services including mobile keys, television controls, menu ordering and payment, service requests, concierge support, front desk text messaging, and check out (service availability may vary by property and stay dates). Download the 1 Hotels mobile app from the App Store or Google Play Store. Is onsite COVID-19 testing available? We do not offer onsite testing but can arrange for a healthcare professional to come to the hotel. Is proof of vaccination required? No, as per government guidelines, we do not require proof of vaccination to use our indoor dining or fitness facilities. Are face masks required? In line with current provincial guidelines, no, face masks are not required in an indoor setting. Am I allowed to travel to 1 Hotel Toronto? Yes, see the latest vaccine requirements here. Additional Is the rooftop pool open to outside guests? The pool deck and plunge pool are exclusively for hotel guests and building residents. Do reservations need to be made for the rooftop pool? No, we do not take reservations as our pool deck operates on a first come, first serve basis. Please note, guests are limited to 90 minutes per day. Can you bring outside food and beverage to the rooftop pool? Light bites and refreshments are available on the Pool Deck menu, however, no outside food or beverage will be permitted. Can you bring a non-registered guest to the rooftop? All guests must be registered, whether you are staying in the hotel or living in the residence. Is the rooftop members only? Is there a membership available? No, there is no membership option for our rooftop pool deck. The rooftop space is exclusively for hotel guests and building residents. Can you bring your pet to the dining facilities? Service dogs are allowed to accompany guests to dining facilities, however, proper documentation is required. Are your guest rooms pet friendly? Yes, absolutely. Why is there an amenity fee? An amenity fee covers services such as internet, gym and world-class trainers, business centre, farm stand and more. Why does my credit card have a hold on it? This is a $150 incidental authorization, which will be released at the end of your stay should you not incur any incidentals. Where is the self-parking and what is the price? We do not have self-parking, however, guests are welcome to park in the P2-P3 lot which can be accessed through Stewart Street. The cost is approx. $35-47 + tax. What is the price of valet? Are there in and out privileges? $29 + HST (up to four hours) & $59 + HST (four hours or more) and yes, there is. What is the valet clearance? 6ft (72 inch) Loyalty Do you have a loyalty program? Yes, when you join MISSION by SH, you’ll be reducing your carbon footprint every time you visit one of our hotels. Redeem your rewards to offset the climate impact of your stay by funding projects like forestation, renewable energy production, and land conservation efforts that reduce greenhouse gas emissions. Where can I learn more about the loyalty program? You can learn more about MISSION by SH here. How do I join MISSION by SH? Sign up to join MISSION by SH by filling out this form. Sustainability Is the hotel LEED certified? 1 Hotel Toronto is a LEED candidate project at the moment, and is working towards certification. Does the hotel have water-efficient faucets, toilets, or showers? Yes, we have low-pressure shower/faucet to reduce water consumption as well as low flush toilets. Does the hotel have a towel or linen refuse program? Absolutely. We change over the linens in guest rooms every third day, or when requested. As a best practice, we do not change towels that are hanging up. Does the hotel have a recycling program? Yes, we are part of the zero-waste initiative program by FoodPrint Group that we are extremely proud of. In fact, 1 Hotel Toronto is part of the pilot group of this program. Rooms Do you have accessible rooms? Yes, our the City Lounge King accessible room features the following: Roll-in shower Grab bar Elevated counter Lowered makeup mirror Accessible toilet Open space (easy access) Large entrance Lowered hooks No drain stopper Shower chair (by request) Lowered light switch Lowered door handle Cordless phone by the bed Do you have connecting rooms Yes, we have two connecting rooms; our Connecting Studio Suite + Panoramic King and of course, the Birch House Two Bedroom Suite Is there housekeeping service daily? Yes, unless the privacy stone is outside (DND) Do you have rooms with views? All of our rooms come with a sweeping city view Do you have rooms with a balcony or terrace? The Willow House and City King Balcony have balconies that look over the city. The King room is equipped with a terrace on the third floor. Do you have rooms with two beds? Yes, the City Two Bedroom has two queen beds. Do you have rooms that have a bathtub? All of our suite categories have a soaker tub. Is the bathroom private from the rest of the hotel room? Yes, all bathrooms have a door that separates it from the rest of the room Do you offer allergy-free rooms? Our team does not use any harsh chemicals, and we can offer foam bedding upon request. Does the hotel have housekeeping service? Yes Can I cast from my device to the TV in rooms? Yes Is there a minibar in the rooms? Yes Are there ice machines? Or can I have ice delivered to my room? Please contact our in-room dining team to deliver ice to your room via the phone or through the 1 Hotels app. Do the rooms have safes? Are they large enough to accommodate a laptop? Yes, the rooms have safes. The measurements are 14” x 15” on the inside. Is Wi-Fi available? How much if Wi-FI? We offer complimentary Wi-Fi as a part of the destination fee How can I request a rollaway bed or crib? Please speak with our wonderful reservations team and make this request upon booking. Reservations I booked on a website other than the hotel website and need to change to my reservation. How do I do this? Please email [email protected], or call us at 1-416-640-7778 Can someone else pay for my reservation? Can I pay for someone else’s reservation? Yes, please specify with our Front Office team and they can help assist in arranging payment What is your guarantee/deposit policy? A credit card is required to guarantee the room, with a $150.00/night deposit on arrival What is your cancellation policy? Pay Now Rates: Non-refundable, fully pre-paid. You will not receive a refund on these rates, even with 24 hours' notice or more of cancellation. Pay Later Rates: Pay Later rates require a one-night deposit. 24 hours' notice for guestrooms, 72 hours' notice for suites and connecting room categories, and seven days' notice for Willow House and Birch House is required for any cancellations on Pay Later rates. Unless you have booked a Pay Now rate, or unless otherwise noted on your confirmation, please let us know if you have to cancel 24 hours before arrival for guestrooms, 72 hours before arrival for suites and connecting room categories, and seven days before arrival for Willow House and Birch House, in order to avoid a penalty of one night's stay plus tax. If you simply don't show up, we'll charge one night's stay plus tax to the credit card on file. What does the amenity fee include? A daily $25++ amenity fee per room, exclusive of tax, is applied at the time of check-in. This fee is separate from your room rate and helps to support our hotel offerings and amenities such as: Filtered water House Car Complimentary Bikes In-room Nespresso coffee Complimentary programming and activations Casting to in-room TV from your personal device Wi-FI What are the check-in and check-out times? 4pm check-in and 12pm check out Can I get a late or early check-out? This would depend on the availability for the day Can I store my luggage before check-in or after check-out? Absolutely, our bellman would be more than happy to store your luggage for you. They will present you with a ticket that you can give to them upon your return. Is my ID/passport required at check-in? Yes, ID will be asked to cross-check with the name on the reservation What is the minimum age to check into a room? 19 years old Do you have an early departure fee? Yes, in some situations but our team looks at this on a case-by-case basis Is breakfast included? Breakfast is not included, however, if you are looking for a stay that includes a food & beverage credit, please check in with our reservations team or online via the Offers page. What forms of payment are accepted to pay for my room? Guests can pay with cash, credit or debit at check-out. I have questions about my hotel bill. Whom do I contact? Please contact [email protected] for any inquiries Does the hotel require a deposit for incidentals? We require a $150/night deposit upon arrival How can the incidental deposit be made? We take all major forms of credit cards When will the incidental deposit be returned to my debit or credit card? Between 2-5 business days, depending on the guest’s bank provider How much money does the hotel authorize on my debit or credit card at check-in? Room + tax plus incidentals of $150/night Amenities How much do you charge for high-speed/Wi-Fi internet access? We have complimentary high-speed Wi-Fi throughout the hotel Do you have a fitness center? What equipment does it offer? What are its hours? Our Field House is fully equipped with state-of-the-art weight training and cardio equipment, open daily from 6am to 10pm Do you offer personal training or group fitness classes? Yes, you may book your personal training session and private group classes by emailing [email protected] Available from: Monday-Friday | 5am-9pm Saturday & Sunday | 8am-12pm Do you have a business center? What are its hours? We have a lounge area in our Lower Lobby for guests to focus, available 24/7 Do you have a pool? Is it heated? We have a heated pool overlooking the Toronto skyline, open from 10am - 6pm during the warmer seasons. Do you have a spa? What are its hours? We do not, but our Concierge team can arrange for in-room treatments with our hotel's preferred spa partner. Can I visit the pool if I’m not a hotel guest? Our pool and pool deck are exclusive for hotel guests and residents Do you have a kids club? No Do you have an ATM? No Do you offer currency exchange? No Do you have a gift shop? Good Things is our gift shop, available for both in-person purchase with our front desk, or online Do you offer laundry or dry-cleaning services? Yes Pets Are pets allowed? Are there any restrictions for types, breeds, or size? We We love all furry (and non-furry) creatures. One pet is permitted within a guest room at a time, at no additional cost. If you have more than one pet travelling with you, please let us know in advance of your stay. We know that sometimes pets can be… animals… and wreck things. Accidents happen! In that case, there may be additional costs for the repair of any damages or additional cleaning requirements. Is there an area for pets? No specific designated space Do you have pet-sitting or dog-walking services? Yes, we can arrange pet-sitting/dog-walking services through a third-party company trusted by our team Are there any pet stores nearby? The closest pet store to the hotel is "Hounds Of York", located at 9 Niagara St (3-min walk) Are there pet-friendly restaurants nearby? Yes, many patios in Toronto allow pets. Should you wish to find out if a restaurant is pet-friendly, please ask our front office team to assist you. Are there dog parks nearby? Yes, there are many dog parks within close proximity. There is park (however, no fenced dog area) across the street on Wellington St called Victoria Memorial Square. Concierge I want assistance planning my trip to 1 Hotel Toronto. How do I contact the hotel? Please email [email protected] Are you able to print boarding passes for me? Our front office team would be delighted to assist Dining & Entertainment Do you have restaurants? We have a variety of dining options and farm-to-fork cuisine suitable for everyone. 1 Kitchen Toronto, Harriet’s Rooftop, Flora Lounge and Casa Madera launching in Spring 2022. Do you serve breakfast? What are the hours? What is the average price per person? Breakfast Breakfast is served Monday - Friday in 1 Kitchen from 7am - 11am, and brunch on weekends from 7am - 4pm Do you have bars? Yes, Flora Lounge and Harriet’s Rooftop Do you have in-room dining? Yes, available daily from 7am - 12am. Is there live music? We have an acoustic session every Wednesday in our Flora Lounge, as well as a DJ in Flora Thursday - Saturday, and at Harriet’s Rooftop Wednesday - Sunday. Do you have any special events? Please check our calendar of events on our website, which is updated each month with our programming Private Events, Meetings & Weddings Do you have event and meeting spaces? Yes, please find all of our event spaces here. Do you have wedding venues? Yes, please find more details on our wedding spaces here. How can I contact someone to discuss a meeting, event or wedding? Please fill out an RFP form on our website, and a member of our Sales team will be in touch. Do you offer group rates? Please fill out an RFP form on our website, and a member of our Sales team will be in touch. Transportation/Directions What is your address? 550 Wellington Street W, Toronto, ON, M5V 2V4 What are the cross streets? Bathurst & Wellington How do I get to the hotel? You can access the hotel via taxi or public transport What is the closest airport Billy Bishop Airport How can I arrange transportation from the airport? How much will it cost? Chauffeur transportation is available booked with our Concierge. Starting at $125 + tax from Toronto Pearson Airport to 1 Hotel Toronto. From Billy Bishop Airport starting at $60 + tax Do you have parking? How much is parking? Valet service is offered for hotel guests for all vehicles at $35 + HST (up to four hours) & $59 + HST (four hours and over), with in-and-out privileges. Do you have electric car charging on-site? Not yet, but our team is in the process of ensuring that electric charging portals are on-property soon What is the closest public transportation? TTC Streetcar on Bathurst Street and King Street West. Closest Subway Station - St. Andrew on University Line / Bathurst on Bloor Line Do you have a shuttle or house car? How far will it take me? Yes, an energy-efficient vehicle we will take you within a 3km radius Do you have bike rentals? Yes, we have complimentary bike rentals available and our concierge team has bike routes that they are able to provide you Can I walk to places nearby? Yes, please see below: King Street West / Queen Street West / Harbourfront / CN Tower / Ripley's Aquarium / Rogers Centre / Entertainment District / Financial District / AGO / Exhibition Place / Kensington Market / Grafiti Alley / Stackt Market / Metro Toronto Convention Centre / Princess of Wales Theatre / Roy Thomson Hall / TIFF Bell Lightbox / CF Toronto Eaton Centre
