I am extremely upset and disgusted by the lack there of customer service at this Courtyard Marriott.
I was travelling to Niagara Falls for a wedding and had called ahead to the hotel to make sure it would be okay that I would be checking in late, I even wrote the time of arrival in my reservation. I was guaranteed that this would be no problem by phone. At this time I also confirmed the way of payment and was assured this would be no problem when I called the morning of my reservation. When I was leaving the wedding and was on my way to the hotel, around midnight, I was informed that my room was no longer reserved even though I had a guaranteed reservation and that there were no rooms left in the hotel.
I find this absolutely DISGUSTING and a poor representation of the Marriott brand. I have complained to the hotel and received a pathetic back handed apology from the Duty Manager and no assistance from the General Manager and it has now been two weeks.
Straight from the Marriott policies: "Hotel must not cancel a guaranteed reservation for failing to obtain pre-authorization on a credit card. (Note: Credit card pre-authorization is NOT permitted at any time.)"
Beware making any reservation to stay here, they may cancel them on you and leave you out in the cold, even with a GUARANTEED RESERVATION.
- Official Description (provided by the hotel):
- Discover a refreshing travel experience at the newly renovated Courtyard by Marriott in Niagara Falls. We are just minutes away from Niagara Falls and centrally located in the heart of the entertainment district. Every stay will be a new adventure. There is so much to do, and out of all the Niagara Falls hotels, the Courtyard is in the "centre of it all." ... more less
- Reservation Options:
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- Also Known As:
- Courtyard By Marriott Niagara Falls Hotel Niagara Falls
- Marriott Niagara Falls
- Niagara Falls Courtyard
- Niagara Falls Marriott