The Ritz-Carlton, Toronto

The spa was the highlight of our birthday staycation at The Ritz-Carlton. Cristina, Raluca, and Islande were so attentive, gracious, and skilled, and even brought sparkling wine while we relaxed. They made the occasion feel special. Farhan greeted us with a big smile and took care of the details warmly and professionally from the moment we arrived. In-room dining was quick and seamless, and the food was better than we expected. We also had lovely meals at Epoch and Loca, with delicious, beautifully presented food and attentive service that never felt intrusive. It was a memorable celebration, and we’re looking forward to returning.

Toca was wonderful, and Grace made our dinner special with her friendly service. Jenny in the club lounge was phenomenal too, and the staff in general were very welcoming. It’s a great spot for a game or a show. A few things could have been better. We waited a while before anyone came over for valet, there were no chargers in the room, and the QR code for in-room dining didn’t work, so I couldn’t place breakfast for the next day. There was no mini bar, and I was disappointed our room wasn’t on the Club Lounge floor. On the plus side, the toiletries were great, and having a razor and shaving cream was a nice touch.

I had hoped the hotel might reconsider and work with Expedia to allow a reasonable solution, such as changing the dates. I value the Ritz-Carlton brand and had wanted to stay there, so the whole thing was particularly disappointing. Expedia told me they tried contacting the property several times for approval, but couldn’t get authorization to make any change. I shared a screenshot confirming their attempts. The booking was through Expedia, and I’ve been in active contact with them. My Emirates flight from Toronto to Dubai was delayed by about two weeks because of major travel disruptions affecting flights in the Middle East. I live in British Columbia, where there are limited ways to get to Dubai, and my itinerary meant flying to Toronto the night before the Emirates flight. When the schedule changed, I contacted the hotel to ask about shifting my reservation. I understand hotels have rules about changes. What bothered me was that there seemed to be no flexibility or effort to help, even though this was outside my control and widely reported. The other hotels I had booked for the same trip either accommodated the change or offered reasonable options. The Ritz-Carlton Toronto was the only one that refused assistance. For a luxury brand known for service, I expected some attempt to help with an unforeseen disruption. How a hotel treats guests in those moments says a lot. I hope management reviews this and considers more flexibility for travelers affected by major disruptions. I’d welcome a direct conversation if there’s a chance to find a fair resolution. Dear Ritz-Carlton Toronto Reservations Team, thank you for your response. I understand the reservation was made through Expedia. Given that the international flight disruption was entirely beyond my control, I had hoped the property would show some flexibility. I’d appreciate another review and cooperation with Expedia to authorize a reasonable resolution, such as a date change. I look forward to your reconsideration. Kind regards, Mr. Kumar

Chad from EPOCH went out of his way to find a special drink that the hotel doesn’t offer, buy it, and send it to our room with his compliments. Luisa took wonderful care of us with housekeeping, and Paul was great handling both the house car and bell staff duties. The front desk gave us helpful suggestions and secured a beautiful room. We also received a welcoming note from general manager Lukas Boeckmann. Many people on his team helped make our stay memorable. Compliments to everyone at the Ritz-Carlton Toronto, and a strong recommendation.