Extremely Disappointing Experience – Marriott Fallsview Hotel & Spa
Our stay at the Marriott Fallsview Hotel & Spa in Niagara Falls, Canada, fell well below the standards we expected from the Marriott brand.
Upon arrival, staff were unable to properly direct us to the parking lot. Our original room, 1004, had significant dust on the headboard and corn chip crumbs on the bed rails. The bathroom was outdated, with old tiles and no separate shower stall. After contacting housekeeping, we were told someone would arrive within 10 minutes, but we waited nearly two hours with no response. We eventually requested a room change. After consulting with a manager, the upgrade charge was waived, and we were moved to Room 1402.
Unfortunately, the replacement room was missing a chair. Staff told us no additional chairs were available, so we suggested retrieving one from our original room. We also had to request basic amenities, including shower caps and body lotion, as the in-room amenities were minimal.
Checkout was equally frustrating. Redeeming our gift cards took approximately one hour. Three guest services staff members initially told us the cards were not valid at the hotel, then advised that they had not been activated. We had never been told that recipients needed to activate the cards. A manager eventually had to contact head office and send photographs of the gift cards before the issue was resolved.
We also attempted to add both of our Marriott membership numbers to the stay. Staff would not allow a second number because one was already attached to the reservation, despite there being two guests, each with a separate membership number.
Throughout these issues, communication and assistance were disappointing, and we received no meaningful apology or acknowledgment of the inconvenience.
For a hotel carrying the Marriott name, we expected much better cleanliness, room amenities, customer service, and problem resolution. This was the worst hotel experience we have ever had, and we would not return to this hotel or recommend it to others. We hope management takes these concerns seriously and makes meaningful improvements to the rooms, staff training, and overall guest experience.
