Falls Lodge by the Falls

The first room wasn't ready, with sheets on the floor and used towels. We asked to switch and were moved, but when I went to put my child to bed, the new room was dirty too. My baby developed rashes after staying there. The receptionist wasn't helpful when we complained. Manager Dinesh refused a full refund and wanted to clean the room again and change the linens. Guests shouldn't have to deal with that kind of service. We wanted a nice trip to Niagara, but this accommodation ruined our expectations. I'd never return or recommend it. The customer service was very lousy.

I found bed bugs in our room when we arrived, so I spoke to the manager and asked for a cleaner one. The second room had bed bugs too. Since I was with my family, we left immediately and asked for a refund. We hadn't used any facilities and hadn't expected a situation like this. Manager Dinesh refused the refund and offered no other help. It was a terrible experience. I won't return and don't recommend this place.

The complimentary breakfast was excellent, and the staff were very friendly. We had no illness or insect bites during our stay, but the rooms need more thorough cleaning, including proper vacuuming, sanitizing, and fresh linens. We found food crumbs and fries under the beds, which could attract pests. Thankfully, we didn't encounter bed bugs, though they were a concern after reading previous Google reviews. We also saw a rodent outside, likely because the trash bins were left open. Moving them farther from the building would be more sanitary and help prevent health issues. The hallway carpets should be cleaned weekly. Since this is family-friendly, it would be better for the property to be non-smoking, with a designated smoking area farther from children. These changes would make the stay much better.

The room looked nothing like the pictures. The furniture was in terrible shape, and the walls were covered in stains. There were cigarette holes in the bed sheets. In the bathroom, there was mold on the walls and all over the bath silicone. The showerhead cover wasn't attached to the wall and was hanging around the pole. The toilet seat was held by just one screw and moved from side to side. On top of that, there was no hot water, only ice cold. The Indian staff barely spoke English, which made communication difficult. Worst room I've ever seen. I'd give zero stars if I could.