When I arrived for check-in around 4:15 PM on March 31, my experience with the receptionist (Lisa) was unfortunately not welcoming. She initially questioned whether I was at the correct location, mentioning there were two Marriott properties and asking if I was there for the spa. After I showed my booking confirmation, she asked if I had a car. When I said no, she repeated the question with an emphasizing tone, which felt uncomfortable.
At the time, I had just come in from a thunderstorm and was soaking wet, but there was no acknowledgment or empathy for the situation. She handed me key cards (with restaurant images on them), which caused some confusion, so I asked to confirm if they were room keys. Her response made me feel as though it was a foolish question.
She also mentioned that internet was complimentary, but when I tried to connect, it indicated that Wi-Fi was only free for Marriott Bonvoy Gold members. This was inconsistent with what I was told and different from my past Marriott experiences.
On a positive note, the room itself was excellent—cozy, with a fireplace, jacuzzi, and a beautiful view. It would have been even more enjoyable if the weather had been better, but that is not the hotel’s fault.
Because of the weather, we ordered in-room dining. We ordered several items including a Caesar salad, mac and cheese, chicken sandwich, and a burger. Although we were told it would take 25–30 minutes, the food arrived in about 5 minutes, which was surprising. Unfortunately, the quality reflected this—food was overly greasy, heavy on sauces, and not enjoyable. The total came to $170.02 CAD, which felt very overpriced for the quality.
The jacuzzi and fireplace made the evening more comfortable despite the weather. Sleep quality was fine.
For breakfast, the omelette station was good, and the restaurant offered a beautiful view of the falls. The waiter, Andy, provided excellent service and was very attentive. The morning receptionist on April 1 was also warm and welcoming, and checkout was smooth and respectful.
Overall, while the room and some staff were excellent, the check-in experience and in-room dining quality were disappointing. I would not recommend this hotel based on those experiences.
Additionally, I would like clarification regarding the resort fee—Wi-Fi should be included, but it appeared to require an extra charge.
