We stayed here for (2) reasons, 1st it was on the American side of the falls, and we wanted to keep most of our money in the US, and 2nd because of rating on tripadvisor. This was our first trip to Niagara Falls (which we loved), so we relied heavily on reviews, and insight from locals. The valet was great, he was helpful, friendly, and professional, we felt this was the start of a great experience. Unfortunately the exceptional service ended with his performance, and he was off the next (2) days of our stay.
The bed was uncomfortable, sagged in the middle (we joked about being in an abyss), pillows were also uncomfortable. The bathroom smelled of mildew although it did appear clean, I understand it's an old building, but I'm thinking that there has to be a way to deal with the smell.
To be fair, I never let the "staff" know about my concerns, we checked in late, after a long drive, and started early for a full day of walking and exploring the falls, and just didn't feel like dealing with it.
However, "before" we left that morning to see the falls, etc, I did let the front desk attendant know that we would only be staying (2) nights instead of our original reservation of (3), not one time was I asked if everything was ok with the room, etc.
Better training will probably help the service issues, replace beds that are sagging and put some bleach down the drains to help with the mildew smell?