Scottish Inn & Suites Falls Way

I booked a room at Scottish Inns Niagara Falls based on the pictures online, but what we got was quite different. The room wasn't as clean or well maintained as it had been presented, and I was uncomfortable there. When I brought this up and asked for a refund, the staff refused to give my money back. I felt misled by the way the place was represented and was very unhappy with the customer service. I wouldn't recommend it. Be careful booking, because the reality may not match the photos.

The only good part of the weekend was the gentleman I assume was the owner. He was nice, but the room was disgusting. It was dirty from the floors to the bathroom, with dusty, filthy baseboards and a dirty bathroom door that looked broken. The bathroom fan didn't work and was caked in dust, like it hadn't been cleaned in months. The shower curtain had mold and soap scum, and the sink didn't drain properly. The AC was so loud. The bed was uncomfortable and shifted when we got up because the frame was on wheels. We got two pillows and two towels, no phone, no kettle or coffee maker. The noise was unbelievable, and though there was a TV, there was nothing to watch. This was a horrible experience. I wouldn't stay again even if it were free, and wouldn't bring children here. We're both sick with a head cold now, which I assume came from the poor cleaning and dust flying around. I honestly don't understand reviews calling it wonderful and clean. Beware, do your homework first. Spend another $100-$150 and stay somewhere else.

The location is good and the service was okay. The rooms need a much more thorough cleaning. The mirror and bathtub were dirty, the bath curtains had red and black mold, and the floor was absolutely filthy and sticky.

We ended up finding somewhere else to stay because the manager’s rude, disrespectful treatment made us feel so uncomfortable and unwelcome that we chose not to check in. It was one of the worst customer service experiences I’ve had. A hotel should make guests feel respected and safe, and this Scottish Inn location did the opposite. I wouldn’t recommend it.