I booked 4 rooms for colleagues attending a business event in Toronto, and the experience we had with this hotel was absolutely appalling from start to finish.
Despite sending a signed card authorisation form directly to the hotel manager in advance (and receiving confirmation by email), when my colleagues arrived after a long international flight they were told, rudely, that there was no record of payment. They were threatened with being turned away unless they paid again. Only after producing the email chain themselves did the hotel finally “find” the booking and accept the card authorisation.
As bad as this was, things got even worse. One of my colleagues, who had a confirmed booking until 5th September, returned to the hotel on the evening of the 4th to find that his belongings had been removed from his room and he was told he could not stay the final night. He was left stranded in Toronto late at night with no accommodation and had to search multiple hotels before finding somewhere to stay.
This behaviour is inexcusable: rude and unhelpful staff, mishandled bookings, and a complete disregard for guest safety and wellbeing. AVOID AT ALL COSTS.