My wife and I arrived at the hotel shortly after 12:00 a.m., looking to book a Fallsview room for the night. We spoke with a front desk agent who confirmed that Fallsview rooms were available. After discussing the room options and rates, we proceeded with the booking and were assigned Room 4050. Before completing the transaction, I specifically asked whether the room offered a good view of the Falls, and the agent strongly confirmed that it did.
After paying for the room and parking my vehicle in the hotel's indoor parking facility, we went to the room and were very disappointed to discover that the Falls view was extremely limited. The room had only a narrow corner window with a partial view of the Falls, which was far from what we expected based on the description provided by the front desk agent.
I returned to the front desk and explained that the room was not what we had been led to expect. Although the same agent reluctantly agreed to move us, he assigned us Room 3950. When my wife and I entered the new room, we realized it was essentially the same room layout and view, only one floor lower.
At that point, we felt frustrated and misled. I returned to the front desk and asked why we had been assigned what appeared to be virtually the same room. The agent responded with what I can only describe as an aggressive and dismissive attitude. Fortunately, another front desk employee, who I believe may have been a manager or supervisor, became involved and attempted to assist.
What upset me most was not simply the room itself, but the way we were treated. After being given a second room that was effectively identical to the first, I genuinely felt that our concerns were not being taken seriously. The interaction left us feeling disrespected and unwelcome.
As a result, I informed the supervisor that we no longer wished to stay at the hotel and would be leaving to find accommodations elsewhere. We then checked out and departed.
To make matters worse, when exiting the parking garage, we were charged $73.45 for parking despite having spent only a short time on the property and never actually staying overnight.
Following this experience, I submitted a formal complaint through the hotel's website, which was forwarded to the Hotel General Manager and Guest Assistance team. I initially received an email response asking me for additional information regarding the incident, which I promptly provided.
Unfortunately, after responding to their questions, I never heard back from them. There was no further explanation, follow-up, or resolution offered. I find this particularly disappointing because I made the effort to address the matter directly with hotel management and give them an opportunity to investigate and respond before sharing my experience publicly.
The original incident was already disappointing, but the lack of follow-up from management and Guest Assistance after they contacted me has only added to my dissatisfaction with how this matter was handled.
