We booked the hotel though a travel site and received a credit to Ruth's Chris that was emailed to me as a coupon. We showed the coupon on my phone to the polite representative at check-in and simply had to sign something saying we authorize incidentals to be charged to my credit card. We enjoyed the room and our dinner at Ruth's Chris. Obviously, we charged the dinner to our room so the Four Points could issue the credit but when we went to check-out, we were very rudely told that no credit from the hotel would be offered because we were supposed to use a voucher at the restaurant before paying. However, we were never given a voucher by the hotel. The unbelievably inhospitable manager, Sarah, said "I know that employee (that checked you in) and she wouldn't have forgotten to give you the voucher." I'm an experienced traveler but have never been called a liar by hotel employees before. Surely I'm not expected to know what the hotel's procedures are and simple followed her staff's instructions. I asked her to check the cameras or their records to prove that we never received a voucher but Sarah said our only options were to take it up with customer service or the restaurant (which didn't do anything wrong). Despite an hour of being spoken down to, we remained professional and courteous until Sarah simply turned her back to us and walked away. When we said we weren't finished, she muttered "well, I have nothing else to say" then hid in the back while I called her superior then my credit card company. It's a real shame that our otherwise pleasant experience was ruined by this very poor manager.
Niagara Falls is a weekend town. As the weekend approaches, prices skyrocket. Book early.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 4, 2013
Dear Camille M,
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Thank you for taking the time to share your experience at our hotel with us.
Please accept our most sincere apologies; we are truly sorry that your encounter with our manager was not within Four Points by Sheraton standards, and that this encounter ruined your stay. Your comments regarding the interaction between you and the manager have been noted and are alarming. This certainly does not represent the usual high level of customer service we provide. Rest assured, we will review your comments with our staff members and use this as a learning tool to further their development.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.