La Quinta Inn & Suites by Wyndham Niagara Falls

I’d usually had good experiences at La Quinta, and the rooms have been reliable for me when travelling with my dogs. The price has been fair, too. This stay has put me off. I arrived at 3 yesterday to find the mini fridge open and unplugged, with the cord hanging in the door. Later, after my dogs took one bed, I found hair on the pillow and crumbs in the other bed. It was late, so I moved beds and planned to speak to management in the morning. When I showered, there was hair all over the shower. I went downstairs and rang the bell several times over about five minutes, but nobody came. I had to leave, so at 8:10 I left a timestamped note asking a manager to call. No call came by 2:50. An employee told me he was waiting for his manager to arrive at 4, asked me to wait, and said someone would be there all evening. Then he came back and said the manager wasn’t coming in. He offered points and a room cleaning. I wanted to talk to a manager, but took my dogs to the lobby so they could clean. About half an hour later, I was told the room was ready. The fridge cord was no longer hanging out and the second bed had been made, but the original bed still had hair on it. I took the pillow downstairs and asked again for a manager. The only manager there was the housekeeping manager. She was very nice and soft spoken, and I tried to speak slowly and calmly because her stutter and avoiding my eyes made her seem uncomfortable. She agreed to go clean again, so I took the dogs back to the lobby. At 4:15 I saw the original employee leave. I asked another employee if he’d really left, and she said yes. When I asked whether anyone would tell me when I could return to my room, or whether a manager had been contacted, she said she didn’t know what I meant and would leave a note for the manager for the next day. I took the dogs upstairs and found crumbs still in the bed. It hadn’t been cleaned before I arrived or after either complaint. I’m frustrated: staff haven’t handled this well, nobody seems to be reaching management, and I was an hour and a half late for business I had to handle with no resolution. A week later, I still hadn’t heard from management. They gave me 7,500 points, which is ridiculous given what happened. There’s still no one to talk to at the property, and Wyndham has left it in their hands. I’ve enjoyed these hotels until now, but this was handled so poorly that I won’t use them again.

I’m here for the week and won’t stay here again. I have four months left here, and they’ve lost a lot of money from me. The rooms are very dirty, and the hallways and elevator look like they’ve never been cleaned. I specifically asked for a fourth-floor room or one with nobody above me, but got room 320. The people above were extremely loud, almost stomping. I called to ask if anything could be done, but they said they didn’t know who was above me. The noise kept going until 11 p.m.

The place is filthy and smells awful. There was mold on the breakfast bread, the milk container wasn’t clean, and the buffet was dirty. Rooms were dirty too, with mold in the bathroom and a TV that didn’t work. Carpets hadn’t been vacuumed anywhere, there was trash by the elevators, and the elevators weren’t working properly. Just a trashy place.

My family and I were treated with so much kindness, and that’s why I’m giving this hotel five stars. Ms. Amber was the nicest, most caring, respectful, supportive person I’ve ever met, and she was very accommodating to us. I also want to thank the other staff who helped with check-in and treated us respectfully. From the Bassiouny family.