In all my years of travelling my short stay at the Pan Pacific Toronto was truly the most disappointing; a series of basic customer service mistakes that have me sincerely doubt this chain's claims that its vision is to be trusted by customers and committed to high standards.
I called to request an early check in, the person whom answered, rudely cut me off, saying they didn't handle cancellations - i said i was calling to request an early check in. i showed up only to find my room wasn't ready. The girl at the front desk disappeared for 20mins before finding a room. This was being done in a near empty hotel with 8 cars in the parking lot (ie not busy). They told me AFTER i checked in that there was no room service. When I arrived at my suite it was ice cold and had no phone. I had to call the front desk from my cell; questions that they assured me would be returned shortly never were. On 2 different occasions i had to call back after waiting more than 1-2hrs. I finally went to the front desk where they told me that my only option was to take a lesser room for the night as the next day they were closing the hotel and moving me to a Best Western 20mins further from my destination at a rate that was 2/3rds less than what I had paid for.
I'm a very understanding person especially during these times, but read other reviews to see a pattern of this hotel consistently being "sorry" yet short of meaningful action for the customer.