The hotel's general manager yelled at me in a vacant room in the presence of his staff because I requested a private and confidential discussion in an office. The hotel's general manager deactivated my card to lock me out of the room I paid for and then he kicked me and my service animal out of this location for having my service animal with me.
The hotel's general manager refused to provide his name when I requested it, refused to refund me for the reservation even though he had cancelled it himself, and accused me of hiding a pet dog. He also attempted to charge me a pet fee for my service animal, but I had already locked my card through the mobile application.
Discrimination based on disability is unlawful under the Ontario Human Rights Code. As a provider of goods and services, Tru by Hilton Toronto Airport West has a duty to accommodate me. Because my dog is a service animal, it is not appropriate to charge me a pet fee, as my animal supports me with my disability. Hotels.com requested a refund waiver from Tru by Hilton Toronto Airport West but the hotel denied the request twice.