The Ritz-Carlton, Toronto in Toronto

I had a reservation at The Ritz-Carlton Toronto but unfortunately was unable to stay due to circumstances completely outside of my control. My Emirates flight from Toronto to Dubai was pushed back by approximately two weeks due to major travel disruptions affecting flights in the Middle East.

As a resident of British Columbia, there are limited options to travel to Dubai. My itinerary required flying to Toronto the night before in order to catch the Emirates flight the following day. When my flight schedule changed, I contacted the hotel hoping they could help adjust my reservation dates.

I fully understand hotels have policies regarding reservation changes. However, what was disappointing was the complete lack of flexibility or willingness to assist, even though the situation was clearly outside of my control and widely reported.

During the same trip I had reservations at several other hotels, and they were all able to accommodate the change or offer reasonable solutions. Unfortunately, The Ritz-Carlton Toronto was the only property that refused to offer any assistance.

For a luxury brand known for service, I expected at least some effort to help in an unforeseen situation like this. Travel disruptions can happen to anyone, and how a hotel supports its guests during those moments says a lot about its commitment to hospitality.

I hope management reviews this situation and considers showing more flexibility to guests affected by major travel disruptions in the future. I would also welcome the opportunity to discuss this situation directly with management if there is any possibility of finding a reasonable resolution.

(Response back to Owner)
Dear Ritz-Carlton Toronto Reservations Team,

Thank you for your response.

I understand that the booking was made through Expedia. However, I have been in active communication with Expedia regarding this matter, and they have confirmed that they attempted to contact your property multiple times to request approval for a date change due to the extraordinary travel disruptions affecting my Emirates flight.

Unfortunately, according to Expedia, they were unable to receive the necessary authorization from the property to proceed with any accommodation or modification.

For transparency, I have attached a screenshot from Expedia confirming that they attempted to reach out to the hotel on my behalf.

Given the circumstances — an international flight disruption that was entirely outside of my control — I had hoped the property would be willing to show some flexibility, especially considering Ritz-Carlton’s reputation for exceptional guest service.

At this point, I would sincerely appreciate if the hotel could review the situation once more and work with Expedia to authorize a reasonable resolution, such as allowing the date change.

I value the Ritz-Carlton brand and was hoping to experience the property during my trip, which makes this situation particularly disappointing.

I look forward to your reconsideration.

Kind regards,Mr. Kumar

There is no worse, only worse, the service attitude is sub-par, the hardware is like a three-star hotel, old and shabby!