86farzanehs
October 20252/10
October 18th, 2025
Formal Complaint
Discriminatory and Abusive Treatment at Delta Hotel, Downtown Toronto
________________________________________
Dear Sir or Madam,
I am writing to formally report an...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 management team.Show More
