We were unfortunate enough to have to experience what this hotel stands for on March 24, 2024

My daughter was stuck in Toronto and instead of arriving before midnight she was expected to land around 4 am on 25th.

I booked a room online and called front desk to inform them of her arrival and her name – I was told my credit card could not be charged (only in person) and it will be used for keeping the booking, but she has to pay with her credit card.

Since I was not sure how much she has on her and I wanted her to go to her room as quickly as possible, I asked again if I can pay immediately.

Supervisor transferred me to reservation department where I was told that only front desk can do it locally. So, I called again front desk and asked if they know how it can be done and that I was getting really worried with this back and forth.

Supervisor said to book another room through third party provider if I want to use my credit card, but that the room that I already booked on their website will be also charged to my card if I cancel it now. I got upset and she put the phone down on me.

I called my daughter and asked if she can use her card but for my booking as previously instructed and told her to call front desk and make sure room is not canceled and she is on the room list (I added her earlier) .

Needless to say her name was nowhere to be found and they said they added her when she called (or so we thought).

Being very nervous about whole experience I set my alarm and waited for my daughter to confirm she is in her room at 4 am in the morning.

She confirmed and said front desk lady called man to help with her room and than they used her card for everything.

In the morning, I got email with “no show” charge for my card. I tell my daughter and call customer service in parallel.

My daughter goes to the front desk and they assure her we will not be charged twice.

Of course, that was not true again and by the end of Monday night I get invoice for two charges to two credit cards for the same night.

At this point we have already spent hours on the phone and front desk. Being so rattled, neither one of me or my daughter could sleep that night nor work properly the next day which was the whole point of booking hotel in the first place.

My daughter also said noise was so loud that she had nightmares even when briefly asleep thinking someone is breaking in - Not a surprise when you cannot get one straight answer from the front desk in the middle of the night and you are young lady by herself.



I have escalated to next customer complaint department and after all that we got refund for double charge and an empty apology.

At the end, we still got fully charged for this experience with no compensation - confirmed by Marriott customer service, which clearly shows how much respect they have for their work and their customers.

I want others to be aware what they are paying for and what can happen (check your invoices and be prepared for lengthy discussions with either incompetent or dishonest employees) – this is how long it took to just get back money they basically stole as double charge/no show.

For a high-end hotel they claim to be this is beyond bad service and for sure my family will never use their services again knowing they feel their part was so well done that it deserves to be charged (and in full).

I have asked Henry Everts hotel manager if this is indeed what they think regarding that night, but have not heard back from him or their customer service after that.

Our family of 5 (3 kids under 13) stayed at the hotel this week, the night before our flight back to the US after our ski trip to Banff and Lake Louise (which are also fantastic)

The Delta Hotel was truly a great experience. The location is right next to the rental car center. We were able to drive right up, unload our bags, and then circle around to drop our car off. The staff came right out to help us with the bags. Constance, who was at the front desk, was so friendly and kind to the family. She quickly checked us in and helped us with our various requests. The hotel itself is clean and modern. Recently updated. Very efficient. Fitness center was surprisingly very well appointed. Next morning was very easy; we walked across the walkway (maybe 1 min walk) to get a luggage cart (free at airport) and back to load our luggage and then a <4 min walk to the USA check in.

Honestly our expectations were low - we were just looking for a convenient place to stay - but the experience was just great. One of the few times we felt compelled to write a review. Thank you to the staff.

I noticed a few complaining about noise. We didn’t experience this at all. It was a quiet and very comfortable stay/sleep.

Stayed on night before an early flight. The room was very comfortable. Mattress was fantastic and found the hotel to be very quiet. I had dinner in the in hotel restaurant and it was great. Desk staff were quick and professional. I would highly recommend staying here