Delta Hotels Toronto — Hotel in Toronto

October 18th, 2025||Formal Complaint||Discriminatory and Abusive Treatment at Delta Hotel, Downtown Toronto||__||Dear Sir or Madam,||I am writing to formally report and document the unacceptable, discriminatory, and abusive treatment I endured as a guest and Marriott member at the Delta Hotel, Downtown Toronto, which operates under the Marriott International brand.||I respectfully request that this matter be reviewed under the Ontario Human Rights Code and applicable consumer protection standards, as the conduct of the hotel’s duty manager and management team caused me significant emotional distress, physical hardship, and humiliation.||On October 14, 2025, I booked a room at the Delta Hotel for check-in on the same day and check-out on October 19, 2025. The purpose of my stay was due to a major flood at my property, which rendered my home temporarily uninhabitable. I specifically chose the Delta Hotel because it is advertised as pet-friendly. I have two small Morki dogs, and the younger one required emergency surgery and close attention.||During my stay, I was informed that the repairs at my home would take longer than expected and that the property would remain unsafe and uninhabitable until October 23, 2025. On October 16 and 17, I personally informed both the front-desk staff and guest-services department (by phone and in person) of my need to extend my stay. I also presented emails from my insurance company confirming that my home remained unfit for occupancy. Several staff members assured me that rooms were available and that I could return on Saturday to complete a new booking and confirm the extension, and they promised me the same room. Relying on this assurance, I made no alternative arrangements.||The incident forming the basis of this complaint occurred on Friday, October 17, after three days of my stay. That morning, after I had breakfast in the lobby restaurant, I received a phone call from the duty manager, who claimed that a neighboring guest had complained that my dog had been barking continuously for forty-five minutes.||Before this call, the same guest had already knocked aggressively on my door, which startled my dogs and caused the barking. This indicates that the barking was triggered by the guest’s behavior. I explained that such complaints should have been directed to hotel security rather than handled directly by another guest, as this confrontation frightened and panicked me. I also noted that security should have been notified within the first few minutes, not after forty-five minutes. I informed the duty manager that I was on my way to the lobby and preferred to discuss the matter in person.||Upon reaching the lobby, the duty manager approached me in an extremely aggressive and accusatory manner. His tone was unprofessional, demeaning, and intimidating. He demanded to know why I had left my dog alone and where I had gone. I reminded him to remain calm and professional, as his approach amounted to harassment and verbal abuse. I also asked him to verify the security footage to confirm the facts.||Instead of handling the matter appropriately, the duty manager imposed unreasonable restrictions, stating that I was not allowed to use the hotel’s facilities and could only have breakfast in my room via room service. This treatment was humiliating and discriminatory. As a paying guest and Marriott member, I was entitled to equal and respectful service, particularly since the hotel advertises itself as pet-friendly and no such restrictions were communicated at the time of booking.||The duty manager’s behavior demonstrated a lack of training in hospitality, emotional control, and guest relations. His actions violated the Ontario Human Rights Code, which guarantees equal treatment in the provision of services without discrimination or harassment.||The situation worsened the following day. On Saturday, October 18, I again contacted the front desk to confirm the extension of my stay and was told that only the same manager on duty could process the booking and that he would call me. Despite several follow-ups, he never returned my calls. Later that afternoon, when I returned to the hotel with my dogs, he informed me that no rooms were available and that I must check out, claiming the hotel was fully booked and he might be able to extend my booking till Tuesday, October 21st. I suspected that staff had been directed to deny my extension.||I then asked to speak with another manager on duty, who also stated that no rooms were available even on Monday, which contradicted what the first duty manager had previously told me. It was later mentioned that the shortage might be due to the upcoming Blue Jays game, yet the duty manager had earlier said an extension might be possible until Tuesday, October 21. This inconsistency clearly demonstrates miscommunication or deliberate misinformation.||It was later mentioned by hotel staff that the unavailability of rooms might be due to the upcoming Blue Jays game. However, the Blue Jays were scheduled to play on Sunday, October 19, and only if they won would there potentially be a game on Monday, October 20. Therefore, the explanation that my room could not be extended due to the Blue Jays game is factually inaccurate and unrelated to the actual schedule. This further demonstrates inconsistency and a lack of transparency in the hotel’s handling of my booking.||I would like to note that I am physically unwell, suffering from advanced arthritis affecting approximately seventy percent of my mobility. I was experiencing severe muscle and joint pain, caring for a post-surgery dog, and managing major home repairs. Despite these exceptional circumstances, hotel management displayed no empathy or accommodation, even though I informed them several times. Both managers on duty explicitly stated that my condition “did not matter in this situation.” Instead, they insisted I vacate the property, leaving me in an extremely vulnerable position.||Such conduct amounts to discrimination based on disability and a failure to provide services in a fair, inclusive, and respectful manner. The second manager on duty also informed me that the hotel had compensated the guest who complained about my dog barking, an isolated incident that occurred only once while I was at breakfast. It appears that the hotel’s decision to remove me was influenced by their compensation to this guest rather than by facts or fairness.||The actions of the duty manager and hotel management violate Sections 1 and 2 of the Ontario Human Rights Code, which protect individuals from discrimination and harassment in services, as well as the Ontario Consumer Protection Act, which requires service providers to act with reasonable care and skill. Furthermore, their conduct fails to meet the hospitality standards set by Marriott International, which emphasize respect, dignity, and fairness toward all guests.||As a result of this incident, I suffered emotional distress, anxiety, and physical discomfort. I was humiliated and intimidated in a public setting by employees who should have been trained in de-escalation and guest relations. This experience has left me deeply shaken and disappointed in the professionalism of the Delta Hotel...

I’m on the fence, we were upgraded to a corner room with CN Tower views and a soaker tub; the stellar view alone was enough for a 5-star review from the very beginning, but over a few days, the cracks began to show. When I review a +$300/night hotel, I look at the details. The Delta has 3 bars, 2 of which are also restaurants. The 4th floor “roof top” SOCO restaurant/bar was nice and had a DJ that played a wide variety of music, but was a bit loud for what should be a relaxing environment, this isn’t a club. If this was late at night, I’d understand, but this was at 4PM and they had the music cranked to max. When we arrived at the front desk of this bar, the hostess acted surprised that we were staying at the Delta. It was a bit off-putting. The Char No 5 bar downstairs has a great staff; they were offering a plethora of information about various liquors to their patrons as we sat back and enjoyed the Blue Jays game from the bar with them. So, the two bar experiences canceled out, so no harm. Next up, we have the room. Hands down the best view we have ever experienced from a hotel room. The floor-to-ceiling glass in the room and washroom offered clear views of Lake Ontario, Toronto Islands, Billy Bishop Airport, metro/rail lines, Olympic Park, Rogers Centre, and CN Tower. Beautiful and plenty to watch in the day and at night. That said, the room had three critical flaws/oversights: The first was the orientation of the room’s air vent. The vent’s airflow is aimed directly at the thermostat. This leads to a pretty glaring issue where the thermostat does not know the actual temperature of the room as the cool air makes the thermostat believe its job is complete, leading it to turn on and off at short intervals, so the room never actually made it down to the temperature selected until we changed the thermostat fan to On instead of Auto, which helped circulate the air better and kept the thermostat more in check. Next, the vent, or lack-there-of, in the washroom. The shower caused the bathroom to get humid, as one would expect, but the room never vented properly afterward, so our towels never really dried out between washes. The lack of proper ventilation also led to ahem odors from the washroom not evacuating in a timely manner, so they would permeate through the room. Last, and this is the most critical, the soaking tub. Simply beautiful with a backdrop befitting a queen. However, tubs generally should not fill the entire bathroom with water. And, no, I am not insinuating that we allowed it to overflow. As soon as more than a couple of inches of water were in the tub, water would start leaking out from between the floor and the tub. We didn’t notice this the first time while in the tub, so one of us subsequently slipped and hit the corner of the sink pretty hard, leaving what became a gnarly bruise by the end of our stay. We brought the leak (not the bruise) to the attention of the staff via app, who offered to have someone promptly come fix it; we were ready for bed so we declined, soaked up the water ourselves, and asked that they come fix it during the next day while we were out, which they agreed to. The next day, after being out all day, we could smell an inoffensive chemical-esk aroma from the tub, so we assumed it had been worked on. We let is sit for the night so we didn’t damage any work that had been performed and tried it out the following night as we sat back to watch the CN Tower light show and the dome of Rogers Centre slowly close. Much to our surprise (but probably not to you, dear reader,) we found the entire bathroom had been covered in a thin layer of water yet again. During checkout, we reported the issue in person at the front desk to ensure that they did not put someone else in the room, the staff was very apologetic and even waved one of our bar tabs, a nice touch considering we did not go into the conversation expecting anything in return. With all that said, we will definitely stay here again, but I can’t give...

Delta Hotels Toronto Review: “Mixed Bag of Mediocrity”

Date of Stay: December 17th, 2024 Purpose: Overnight getaway as Ambassador Elite members

We checked into the Delta Hotel Toronto for a quick overnight escape, armed with points, perks, and the promise of an upgraded experience via the BonVoy app. What we got was…a mixed bag.

The Check-In: Let’s start with the front desk experience. Enter “Lulu,” whose long acrylic nails tapped impatiently on the counter as she uttered a monotone “Can I help you?” Smiles seemed optional—scratch that, physically painful for her. I had to politely ask her to stop tapping, as it came off as irritated. She clarified that it wasn’t her “intention.” Could’ve fooled me.

We arrived at 11:45 a.m., slightly late for our requested 11 a.m. early check-in. But Lulu denied us with a curt “Room is not ready.” So much for Ambassador Elite privileges. She did, however, give us key cards to the 46th-floor lounge at 12:15 p.m., where the food selection was limited to cookies and beverages. The views? Fantastic—CN Tower, Rogers Centre, waterfront—though it’s hard to eat scenery for lunch.

The Room (Eventually): At 2:40 p.m.—nearly three hours after arriving—we were finally granted access to our room. We also had to insist on a late check the next day at 4pm as we deserved. Located on the 7th floor, it was large and spacious, with another great view of the CN Tower. But the charm faded fast. • Cleanliness: Unemptied trash under the kitchenette sink. Really? Housekeeping deserves a stern talking-to. • Lighting: Yellow-tinted bathroom lighting reminiscent of an old diner. • Shower: Handheld showerheads—functional but far from four-star luxury. A rainforest showerhead upgrade would make a big difference. • Tech: Two flat-screen TV that were not 4K. The one in the bedroom showed its age when my YouTube audio-video sync issues made streaming annoying.

There was also a blinking light bulb, which Lulu promised would be changed. Surprise: it never was.

Amenities: We hit the 4th-floor hot tub, which was clean and relaxing enough—if you could tune out the echoing screams of kids in the pool. The two part weight room also looked good, but we weren’t in the mood for working out.

Dinner ended up being in the lounge (SOCO restaurant was closed for renovations, which no one mentioned in advance). While the hors d’oeuvres were adequate, the self-serve Maker’s Mark whisky was the real winner. Breakfast the next morning was standard: bacon, eggs, hash browns, and fresh fruit. Nothing to write home about, but nothing to complain about either.

The Bed: A king-sized bed with average comfort. Fine for one night, but you’d start questioning your life choices after a few more sleeps. It lacked the lumbar support of a true luxury pillow-top mattress.

Final Thoughts: While the views were the highlight, the service, cleanliness, and attention to detail left much to be desired. Experiences matter, and this one was a mix of highs and lows. Delta Hotel Toronto needs to sharpen its customer service and clean up its act—literally, so it can maintain its 4 star rating.

Great views don’t compensate for lackluster service. Ambassador Elite perks felt like a formality, not a reality. Would I stay...