4/10 Poor
Tracy
Aug 19, 2025
Liked: Staff & service
Disliked: Property conditions & facilities
On 8/16/25, I drove 10 hours from Connecticut to Niagara Falls, Ontario, to be with my family for a medical emergency. I needed to get to the hospital ASAP.
After leaving the hospital, I checked into your hotel for a one-night stay, and, exhausted, went to bed immediately.
In the morning, while rushing to get back to the hospital, I discovered there was no hot water. When I called the front desk, I was told the water system had broken the day before, and a repairman had been called. The staff member's comment, "You know those guys, they never tell you when they're coming to fix things," was unhelpful and unprofessional.
I was extremely upset that I was not informed of this issue at check-in. While I understand that things can break, it's unacceptable that I wasn't given the opportunity to make an informed decision about whether to stay at your hotel.
The lack of hot water was a significant problem, especially given my long journey. There were also other issues that made my stay uncomfortable: a large stain on the floor and a broken radiator that made the room uncomfortably hot and forced me to use the air conditioner to regulate the temperature
These reasons, particularly the lack of hot water, greatly detracted from my stay.
Tracy
Stayed 1 night in Aug 2025