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“Lack of attention to detail”

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The Pillar and Post Inn, Spa and Conference Centre
Certificate of Excellence
Reviewed June 8, 2012

There were several conferences booked at the hotel during our stay, and we realized that convention groups are the target market, as people usually don't complain when someone else is paying the bill. The grounds are nice, and our room on the upper level was large and airy. The A/C unit wasn't working, so they found us another room, unfortunately much less elegant and in a poor location. We were awakened constantly by groups of people talking loudly outside our door until late into the night, and one woman in particular who carried on a boisterous cell phone conversation for ages. We were awakened again shortly after 6:00 in the morning by more traffic outside our door. At breakfast the first morning my wife ordered something not on the menu and was accommodated, but next morning was told the same item wasn't available. It eventually was offered, but they were not sure how to price it. The devil is in the details, as they say, and there is definitely a lack of attention to detail at the Pillar & Post. There was the non functioning A/C unit, burned out light bulbs, a newspaper arriving one morning but not the other etc. They also nickel and dime you by tacking $12.00/day "resort charge" on the bill, and they want $9.95/day for WiFi, something that is complimentary at most budget hotels. Not once were we asked whether we required anything, nor were we asked whether we had enjoyed our stay when we checked out. They have a lot to learn about hospitality, we won't return.

Room Tip: Choose a room at another hotel
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  • Stayed: June 2012, traveled as a couple
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Thank Harold C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPILLAR, General Manager at The Pillar and Post Inn, Spa and Conference Centre, responded to this reviewResponded June 15, 2012

Thank you for candid feedback. I assure you that we will use all your feedback and details of your response to improve upon all aspects of our guests experience. Please be assured that we continually strive to improve upon our guest service and what you experienced during your stay is out of the ordinary for us. Please accept our apoligise and we truly appreciate your feedback.
Kindest Regards,

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1,875 - 1,881 of 2,150 reviews

Reviewed June 5, 2012

Stayed at the Pillar and the Post just one night. It was okay. My husband and I went for a romantic night away from the kids. It is not a posh/elegant hotel but an Inn. The room itself was quite large with a fireplace but I was kind of disappointed that the shower in our room was quite small and the jetted tub was small as well. The front desk was very nice but not overly helpful is attaining things that we needed. My husband is a big traveller for work so he is used to the front desk getting you everything you need. Overall it was nice but if we were to go back we would try another spot.
We did also go to the spa for a couples massage which was great. The spa is very nice and new and modern. The outdoor hot spring was very nice.

  • Stayed: May 2012, traveled as a couple
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1  Thank mauibound3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 3, 2012

This place is really nice. The spa is pretty amazing, along with the hot springs that you have access to with your stay at the hotel. Don't get me wrong, it is very expensive but for the most part the hotel delivers on the elegance and price point. Overall, we had a great stay here and would stay here again for sure.

  • Stayed: August 2011, traveled as a couple
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Thank honesttraveler81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPILLAR, General Manager at The Pillar and Post Inn, Spa and Conference Centre, responded to this reviewResponded June 15, 2012

Thank you so much for your kind response, We are so happy you enjoyed your stay and we look forward to seeing you again in the near future.
Warm Regards,

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Reviewed June 1, 2012

A group of 65 from our team stayed at the beautiful Pillar & Post for a team offsite. The group thoroughly enjoyed the venue, grounds and food. We had a barbeque the first night in the Rose Garden. A beautifully landscaped garden area. The service was outstanding and everyone left with a smiles! I would highly recommend this venue to those of you who are planning a team offsite. A lovely venue that is a couple of blocks away from the main street in Niagara-on-the-Lake.

  • Stayed: May 2012, traveled on business
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Thank S_Kalsi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMPILLAR, General Manager at The Pillar and Post Inn, Spa and Conference Centre, responded to this reviewResponded June 15, 2012

Thank you for your wonderful comments. The team at the Pilar & Postl are very happy to hear that your group had a productive meeting and enjoyed the experience of the Pillar & Post. We thank you for your patronage and hope to see you again in the near future.
Kindest Regards,

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Reviewed May 22, 2012

Another great getaway at the Pillar and Post! The ambiance, atmosphere, the hotel staff makes you always feel so welcome and like you are the most important person. It's become a very special place to me and my hubby as well as our kids. The memories we have there - from the pool and spa, the room itself, the outstanding world class dining - there really is no other place quite like it.

Room Tip: every room we have ever had has been outstanding!
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  • Stayed: May 2012, traveled as a couple
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Thank hpaterso
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 16, 2012

My husband and I stayed at the Pillar and Post Inn recently in May 2012 and enjoyed their spa facilities and upscale restaurant (Cannery) while there. The lobby is very lovely and even though it can be a bit confusing negotiating your way around all the hallways and doors leading to rooms spread out all over their property - the staff is very eager to assist you. We treated ourselves to pedicures in their Spa and it was delightful (Susan and Jennifer were great!). The front staff looked after us very well - even storing our bikes in their locked indoor storage room which was quite helpful. That being said there were a few issues that did not give them top marks! We were very disappointed when asking about their wireless internet access in our room to find out that they charge $9.95 for the internet! Having stayed in several B&B's, hotels and Inns across the US and Canada, this is the first time in recent memory that we have been asked to pay for this 'amenity'. This can't possibly go over well with guests and seeing that the internet is free in most places - even Starbucks! I don't understand why as a paying guest at this upscale Inn we should be asked to pay extra. The rooms were very clean and a nice size, but on arrival I noticed that the tap in the bathroom sink was dripping. After phoning the front desk it was promptly fixed but I was surprised that no one had noticed it before. Also, the magnifying mirror in the bathroom didn't light up the second time I used it. The Inn is part of a group of other hotels in the area - the Vintage Hotels group - and their sister Inns, the Queen's Landing nearer the River and The Prince of Wales on the main street in Niagara on the Lake advertise themselves as 4 Diamond Hotels so they should be a bit more careful about the small details. They should also reconsider their Wireless Internet Policy.

Room Tip: Our room was on the lower floor at the back so that you could park your car right outside your room...
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  • Stayed: May 2012, traveled as a couple
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Thank KHarrington54
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 11, 2012

Stay at this resort in the off season and the rates are reasonable. There is a complete spa experience; steam room, sauna, salt-water heated pool, whirlpool, outdoor hot springs pool and a variety of extra spa treatments. There are two restaurants within the property, one is a bistro and the other full dining. I would have appreciated better spa food and more vegetarian choices. We had to go downtown to Niagara-on-the-lake to find truly healthy choices. The rooms were well-appointed, very clean and bedding excellent. At night there is turn down service and a rose placed upon your pillow. Very romantic. We requested bottled water for each night of our 3 night stay and they were happy to oblige. Service was above and beyond our expectations, much better than service we have had in American hotels.

Room Tip: If you want to avoid stairs, stay on the ground floor.
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  • Stayed: March 2012, traveled as a couple
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1  Thank supercaloo9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Pillar and Post Inn, Spa and Conference Centre

Address: 48 John St | P.O. Box 1011, Niagara-on-the-Lake, Ontario L0S 1J0, Canada
Phone Number:
Location: Canada > Ontario > Niagara-on-the-Lake
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Family Hotel in Niagara-on-the-Lake
#3 Spa Hotel in Niagara-on-the-Lake
#5 Luxury Hotel in Niagara-on-the-Lake
#6 Business Hotel in Niagara-on-the-Lake
#8 Romantic Hotel in Niagara-on-the-Lake
Price Range: $190 - $346 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Pillar and Post Inn, Spa and Conference Centre 4*
Number of rooms: 122
Official Description (provided by the hotel):
The Pillar and Post Inn, Spa and Conference Centre's original structure was built in the late 1890's as a canning factory, and since has been lovingly transformed into a charming country inn. With its relaxed elegance, modern amenities, indoor and outdoor pools, and exotic hot springs pool at 100 Fountain Spa, ranked one of the top 25 spas in Canada by the Spa Association of Canada 2016. The Pillar and Post is an ideal setting for a spa getaway, wedding, conference, or family vacation. ... more   less 
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Also Known As:
Pillar And Post Niagara
Pillar And Post Hotel
The Pillar And Post Hotel
Inn Pillar Post
Pillar Post Inn
Pillar & Post Hotel
Pillar & Post Niagara Lake

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