We arrived to this hotel in the middle of the night after traveling for over 16 hours to get there. We were looking forward to relaxing and unwinding in our balcony room that we had reserved. (We had previously stayed in this same room type the previous year on our visit!)
We were greeted by the kindest valet, who had also been our valet the year before. Truly a wonderful gentleman! Upon entering the hotel, we noticed that 2 of the main elevators were broken, which meant that only one would be available to us considering we were on one of the high floors. Much like last year, the elevators are frequently out of service, usually leaving only one elevator working, resulting in long wait times and over crowded rides. This year was much the same with the poor elevator service.
We walked up to the counter to check in where Diya was working. She had a little trouble finding our reservation as she was looking at the day of reservations instead of the previous day reservations. We got it sorted and went on to our room.
Upon arriving inside of our room, my husband opened the door to the outside expecting to walk out onto the balcony, only to find there was no balcony, it was a faux balcony! Basically jail cell bars in front of the door, with no walk out. We were shocked to say the least. I returned back downstairs to see Diya, and explained to her what room she had given us, vs which room we were expecting that we had last year. She goes to talk to the night time supervisor over in the side cubby area. She then returns and states that all of the “walk out balcony” rooms had been taken for the night, but most were checking out the following morning. She instructed me not to unpack our belongings, to return to the counter in the morning to get our new room assignment, and they would move all of our belongings to our new room so once it was sorted.
As instructed by Diya, I went down to the counter the following morning spoke to Ana at the desk. She stated that she is going to check to see if any of those rooms were opened. I noted on my way down that housekeeping was currently upstairs, on our floor cleaning most of those rooms right then. Ana then proceeds to go talk to the day shift supervisor/manager. She returns and says no rooms were available and there’s nothing they can do for us. I then explain to Ana that I had booked a specific room this year, based on what I had booked last year, and for the extra money that I was paying this year, I expected and deserved to get what I paid for! She then said that I didn’t book that room last year. I promptly pulled out my phone and showed her my booking reservation from last year that stated the same thing that I had booked this year! Ana then apologized for being wrong, but stood firm on there being nothing that she could do to help. I then explained to her what Diya and the night shift supervisor instructed me to do to get moved into the correct room once again. Ana finally went to get her supervisor…
Inserts Eva Lucia Civitillo: let us talk about a rude, very condescending human being whom should not be in any managerial position ever! This lady had the audacity to accuse me of lying about what night shift instructed me to do. I promptly told her that we could pull the cameras and listen to the audio, because I know they have audio on them! She avoided that request, and refused to even entertain anything that I was saying. She only proceeded to pull out her phone and loudly recite from google what the definition of a Juliete balcony was. I explained to this lady that I was well aware of what the definition was, but that I simply wanted what I paid for, which was the same thing that I had gotten the previous year! She then proceeds to explain loudly that if I wanted a “step out balcony” that was only a few cm wide (which is a lie!), that I needed to specify that when I booked my room! I told her that I was unaware of a special balcony request since I had booked the same type of room as last year, I thought that was what I needed to be in the room type, book the same room type? She then says, “Well how are we supposed to know what you want if you don’t ask for it?!” I again explained to her that I booked the same room type as last year, and I expected that same room type this year! I finally had enough of this ridiculous lady, and wished her the day that she deserved! After the mistreatment that I received by this so called manager, I will NEVER return to this overpriced, mediocre, mismanaged hotel again! I will happily spend my dollars anywhere else in Niagara Falls!
Also, for what you pay a night for a room there, you certainly don’t expect to have mold growing in your shower! The place needs a complete overhaul, starting at management, ending at doing some work to keep the place up including changing mattresses and pillows.
