Moffat Inn

The location is perfect, and Amanda and Patrick at the front desk were excellent. Both were professional and empathetic, and did everything they could to help. Amanda apologized sincerely, moved us to a larger room, gave us a $100 credit, and arranged an apology note and chocolates from the manager. Patrick added another credit at checkout, which we appreciated. Had it not been for Amanda, we probably would have checked out the first morning. We came to the Moffat Inn in Niagara-on-the-Lake with high expectations because it's part of the Vintage Hotels collection. Instead, the stay disappointed us from the start. Our first room was extremely small, with almost no room for luggage and just one small mirror above the bathroom sink. That evening we found yellow and brown stains on both the comforter and sheets. When we reported it, we were handed two sheets at the door and told no replacement comforters were available. The larger second room had its own problems: a large spider on the window, cobwebs, ants in the bathroom, and later another bug above one of the beds. We were told the room would be thoroughly cleaned, but the cobwebs stayed, our used towels weren't touched, and the housekeeping overall fell well below expectations. The problem goes beyond the front desk. Management needs to take more responsibility for cleanliness, maintenance, and quality control. An historic or "quaint" hotel can still be clean, well maintained, and free of insects. For a property associated with the Vintage Hotels brand and charging nearly $300 per night, the room condition and housekeeping standards weren't acceptable. The good location and excellent front desk staff couldn't make up for a stay that fell short of the hotel's reputation and price.

The room was clean, nicely decorated, and didn't feel cramped. There’s also a welcoming lounge by the entrance with couches, coffee, tea, and a TV. We were here for a wedding next door, and they let us check in a little early so we could get changed. Our room opened outdoors and it was raining, but Patrick lent us an umbrella and helped arrange breakfast. The service at both properties was friendly and helpful. We’d happily stay again.

Patrick at the front desk gave us useful local suggestions and recommended Balzac’s for coffee. We also found check-in and checkout easy, and the service was excellent. The Moffat Inn was comfortable and quaint, with a great location. It was exactly what we needed.

They upgraded our room without us asking, and the front desk was quick to respond and accommodating. The room was warm and clean, with good hot water. The fridge was a bit wet inside. Great location, and I was very pleased with the hotel and service.