Firstly I booked through Expedia on Dec 31 at 2pm. Few hours later after I booked my son became unwell and I needed to cancel (as fellow parents out there would understand). I called Expedia and they called the hotel and tried to get a full refund but couldn't and told me that not only was the Duty manager very unprofessional, but unwilling to give a refund. I understand policies, however in this case, it was booked just broader canceling and due to circumstances out of my control, thought the hotel would be more understanding. I did call the General Manager and Executive Assistant but got voicemails and no return phone call back. So, we weren't about to lose $400 so we went, bags, bucket, gloves and all.
I found the front desk service not to be overly friendly and welcoming. I had asked about CAA discount but because I booked through Expedia was told I couldn't use that type of discount. Fair enough. I did explain my situation to the front desk and he did see notes on my file from Front Desk Manager - but really, no compassion or understanding.
We made it through night one, even with the pipes sounding like they we going to burst everything the shower went on. Even though it is a non smoking hotel, the hall reeked of smoke. (Kind of expected on New Years). Then at 2am, loud hallways due to drunk youngsters. (Again, expected and we just ignored it).
I think what I was more frustrated with was that our queen sized bed had double sized sheets on it and no fitted sheet so it kept coming off. The mattress cover didn't have elastics to hold it in place so it kept bunching up. I had to call around 1am to get fitted sheets and re make the bed.
Breakfast, we ate in Milestones. I would rank it as 4/10. Carpets were dirty, our booth was filthy and had to be cleaned before sitting down. Our server was prompt with coffee and very friendly. The food was sub par. We opted for the buffet. The fruit dishes were empty, pastry trays empty with crumbs, and omelette station not overly clean and organized. The price was $19 which was ok but I would have removed empty serving trays had I been managing this restaurant.
We wanted to get our car which was in valet and waited over 30 min for it and when we realized it wasn't coming went to the attendants whom hasn't even been notified yet. The front desk clerk wasn't overly friendly and I think dropped the ball, or the car attendants did. I understand it is a busy day, but they should be organized and prepared to meet high numbers of customers, after all, this is the type of business they are in, service.
My overall experience hasn't been good with this hotel and I don't think I'll be back.
- Official Description (provided by the hotel):
- The Niagara Falls Marriott on the Falls Hotel is the ideal place to stay for your next leisure getaway. The hotel serves as hub spot to all of Niagara, and its recent $15-million renovation and upgrade offers our Niagara Falls hotel guests a modern and trendy travel experience. For guests looking to experience the best that a Niagara Falls hotel has to offer, the Niagara Falls Marriott on the Falls hotel is situated in the heart of the Fallsview Boulevard district, minutes away from area attractions, world-class wineries, golf and casinos. ... more less
- Reservation Options:
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- Also Known As:
- Marriott Gateway On The Falls Hotel Niagara Falls
- Sheraton Niagara Falls
- Niagara Falls Sheraton