We stayed there for 2 nights in early November for my daughter's birthday weekend. This experience completely ruined our trip. We searched on Expedia for hotels and wanted to take our daughter to her favorite place on her birthday. We book 2 nights at Baymont Inn because of the price, proximity to the falls and experience with the Wyndham chain of hotels. This completely changed what we think about this chain of hotels.
We were greeted by rude/unprofessional staff who was unfriendly and unpleasant to us as soon as we got there. One individual in particular needs to take a course in customer service as its extremely lacking in her demeanor. We asked to park at the hotel while we toured Niagara (as we arrived early) and she responded very rudely to us. We weren't asking for anything much, just a place to park for about 2 hours. No need to bring on the attitude!
The hotel room appeared very nice, clean and well designed. It was very spacious and looked well maintained. We stayed in room number 315. At a first glance we were happy with the room.
The look of the hotel room was quickly overshadowed by our first night waking up. We woke up the first morning with bed bug bites. We called management and an individual who could care less (because her shift was almost over) attended to us. She dismissed what we were trying to say as she was more interested in leaving for the night. She said she knows what a bed bug bite looks like and don't believe we were bitten by bed bugs (even though we showed her squashed bed bugs on the bed and the fresh bites that we just got).
When we realized we got bitten in the morning, we tried to locate a few of the bugs to confirm that they were bed bugs. She admitted that the hotel had a bed bug situation in the past and had to fumigate the hotel one floor at a time but was certain that it's now over. Based on our experience, it's not. She did not offer us any resolution. She said we need to call Expedia because we booked through them.
Guess what, we called Expedia and the lady put me on hold because she said she had to call the hotel because it was up to THEM (the hotel).
We definitely didn't want to stay another night there. Since we booked 2 nights, the hotel refunded us for the night we didn't stay but charged us for the bed bug night that we did stay.
Since the lady that visited our room didn't believe that the hotel had bed bugs, my husband and I removed all the sheets to locate a few of the bugs and took them down to the front desk staff in an empty water bottle that we had in the room. We also have bite marks to prove it and they still didn't go away (over 2 weeks later).
In summary, we planned to stay 2 nights. Only stayed one because of this situation. Spent the morning of my daughters birthday on the phone back and forth. We didn't stay for breakfast and had to find a place to buy breakfast. We threw out all of the luggage we took with us on the trip including some of our clothes (because the suitcases were on the floor). We wanted to take the necessary precautions to not have these bugs in our home. The whole experience has left a bitter memory for us in celebrating our daughter's birthday. It cost us more money and time and a day that we'll never get back. We regret choosing Baymont Inn Niagara and will never go back.
We are a well experienced/well traveled couple with two kids that have stayed in tons of hotels over the years and never encountered an experience such as this. Based on our experience with this location of Baymont Inn, we would not be returning and likely have reluctance if booking a similar type hotel in the future. This location has brought down the name of this hotel chain. Very unhappy with the way that the situation was handled. Very unprofessional and rude service!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.