Delta Hotels Sault Ste. Marie Waterfront — Hotel in Sault Ste. Marie

I had to take a moment to thank you and your staff for the wonderful customer experiences I've had during my visits to the Delta. I never expected to visit Sault Ste. Marie even once, but I've had three business opportunities, about once a year in the area and I've stayed at the Delta each time simply because of the amazing people - here are my experiences:

Tyler: Has worked the front desk at some point each time I visited. He engaged with me each time as a human being, taking the time to ask about my work and my stay to make sure that I was having an incredible experience. He truly has a way with people that is so effortless! During my last stay, he had an injury to the left eyebrow which required stitches and it seemed like he may have even been slightly concussed. I have no idea how, but he still engaged me like he always does and made me feel right at home. I can't tell you how much I appreciated this! He even finished his regular shift which I was very surprised by. If that was me, I would have definitely left early! Tyler is one of the most dedicated people-focused person I have every had the pleasure of meeting.

Marla: I interacted with Marla for the first time during my most recent stay this week. I was checking out and I just needed a cup of coffee for the road. She welcomed me into the bar area and offered to make me a cup while engaging me in casual conversation. When I asked her how much, she told me don't worry about it and then said "I hope we've made today better than yesterday". Normally, I'm unimpressed by these kinds of statements as they're usually delivered as obligations but this one felt different. I could tell that she meant it and believed it and that's what made it a special moment for me. In addition to this, she mentioned she was walking slowly because her vertigo was starting to come along but she made a joke to make light of it. Again, not feeling the best but still providing the very best experience for me as a guest. I'm amazed at the level of care and commitment demonstrated here!

JoHannah & Julia: I had the pleasure of being served by both of these wonderful ladies in the dining area. After my meal, I asked Julia what she feels leaders need to do in order to make their staff feel valued - I guess I was still in work mode. Anyways, she responded simply by telling me what you do at the Delta which makes her feel valued and I thought this was incredible. Then JoHannah chimed in and also shared her...

WHERE YOU DID WELL: [A] Shower head This is one of the most important criteria for me when in a hotel. You did well, though I would have preferred a head with multiple shower choices, which is really a GREAT value for the additional cost to you, because it would allow you to stand out among your competition. [B] Bed and pillows The is the second important criterion where you did well. a few foam pillows would have been an icing on the cake. [C] Restaurant Very friendly and prompt restaurant staff. They even had my breakfast ready 15 minutes before opening the doors at 7 AM because I had to leave by 7 AM. Awesome customer orientation and understanding the customer's needs! [D] Reception Very friendly reception staff that was such a pleasure to interact with.

WHAT YOU COULD DO BETTER [A] Electrical outlets Above anything else, I rate hotels by THREE very important criteria. These are, in terms of importance, Staff reasonableness (of course, they must also be friendly), Easy access to electrical outlets, especially near the bed, and quality of showerheads. This hotel failed miserably in the Electrical outlet criterion. All the outlets are far from the bed, which is where I like to spread out my computer and other gadgets, after a long and tiring day, watch TV and sleep when I have to. Please consider a multiple plug outlet on either side of the bed. This will win you a lot of brownie points with a lot of your patrons. [B] Clarity when it comes to billing No one could tell me for certain IF my room came with or without breakfast. The first day, the Reception said it did. The Restaurant agreed. The second day the Reception said it did, but the Restaurant disagreed. After a few minutes of digging, the Restaurant said it did on the second day as well. But then, after grabbing my breakfast (you are not allowed to eat there because of COVID-19) on the second day, when I went back to check out, a different person at Reception said it did not, though my daily room rate was higher on the second day. To add to it all, the young lady at Reception now said that she could not check me out as she did not know if I should pay for breakfast or not. She promised to email me a copy of the receipt after getting a clarification from her manager at 8 AM.

The story did not end there. Two days passed, but there was no emailed receipt. I was 200+ miles away in a mine, where telephones did not work. So, on the second day, in the wee hours of the morning, I sent an...

To say we are disapointed is an understatement. We have stayed at this location several times, even before it was a Delta. Unfortunately the service and rooms no longer live up to the Delta Marriott brand and standards that we have come to expect and appreciate. We arrived late and were given our keys - my spouse showered, and the closed shower door leaked water all over the bathroom through the door seam; I had to use all the towels to prevent it from leaking to the carpet. Furthermore, the wallpaper is peeling above the air conditioner (room 819), which is also a bit of a loud beast. We then went down to report the issue where we were greeted by a lovely front desk person. We explained the situation and told them that money is not an issue, so if we could please be put into a suite, we would pay the extra cost. We were then told that they could not move us that night, however, we would be moved to the Ontario Room or the Presidential suite the next day, and we had no issue in paying for that upgrade. So we did not unpack. I had to use the gym shower by the pool in light of the water leaking under the shower door. The next morning we were very excited to be moving into a nicer room for the next 3 nights of our 4 night stay. When we went downstairs where the previous front desk person originally said that "no matter what, we have one of those two rooms," we were then told that they were not available. They also said there were "no suites available" even though less than 12 hours before we were told a different story, and that we would be moved into one of them. When you say to a customer that you will be moved, and we said we woud pay the difference, AND then the next day go back on your word, well, it left us feeling that this location does not care about the maintenance of their site, or the loyalty of their guests, or try to adress the issue. This was an opportunity for them to shine, instead they failed to meet my expectations. You cannot promise something then not deliver. I feel this will be the last time we stay at this hotel, and it is unfortunate but I don't recommend this hotel anymore, which to us is really sad. My Dad got married in this hotel and it holds a lot of loving memories and a special place in our heart and history. What a let down by the managment who went back...