Quality Hotel & Suites At The Falls

I booked on Booking.com for two adults and two children, January 23-25, after seeing nice room photos, a pool with a hot tub, and a breakfast area. After a seven-hour drive, we arrived at 1 AM. The key cards didn't work for our first room, and someone had to let us in. It was freezing because the heat was broken. About an hour later they moved us, but the second room wasn't much warmer, so we slept in our sweaters. In the morning we planned to warm up with the children in the pool and hot tub, but neither was working. I reported everything at reception and checked out right away. I also contacted Booking.com to request a refund. After many emails, they said they could only return $18, though I'd paid $200 for two nights and another $40 for parking. A complete waste of money, and I definitely wouldn't recommend this hotel.

I booked two nights to get away and relax, but that didn't happen. We paid to use the pool and jacuzzi, yet the pool area was cold and the water was cold in both. I went down about eight times to ask about the jacuzzi. They said they were trying to fix it, but nothing changed all weekend. The first room was cold, and when I reported it, the maintenance guy said he already knew the heater was broken. The woman at the desk moved us next door. That room was okay until I found the bathtub plug was broken. I reported it and was told maintenance would come. We went to the pool, but no one came to fix the plug. When I called, the woman said the person there wasn't really maintenance and didn't have a key to the tools. I had to put a washcloth in the hole to take a bath, both nights. I called Sunday night and requested a 1:00 p.m. late checkout, which I was willing to pay extra for. At 12:45 Monday, while we were getting ready to leave, the front desk called to ask when we were leaving. I reminded her we'd arranged checkout for 1:00, and she said okay. The attitudes and customer service were awful. I hated having to go down to the desk so many times, especially when the jacuzzi wasn't working.

The room had 1970s furniture, and the shower was dirty with someone else's hair in it. I asked for another room, but was told they were full. When I told them about the bathroom, they said to tell someone in the morning because there was nobody to clean it. We left and found another hotel. Never again. They charged us for parking on top of the room, and made us drive to a garage two blocks away. The old garage stairwell wasn't well lit and gave me an eerie feeling. The room that was supposed to be comfortable hadn't been cleaned. Restaurants in the area overcharge, like most tourist spots.

I only booked one night to see Niagara Falls and arrived around midnight after making the reservation a month earlier. They asked if I had a car. I said no, but the next day I saw they'd charged me for parking anyway. I also didn't try the buffet or pool. The first room was a disaster. The door wouldn't close properly, and I couldn't turn on the lights until I was all the way inside. It was freezing, and I counted at least five black widows hanging from the ceiling. I immediately asked to switch rooms, and they agreed without question, which made it seem they already knew about the problem. The second room was also freezing and its door wouldn't close properly. I could see people's feet through the gap underneath. The bed was made, but the room hadn't been cleaned: there were food crumbs everywhere and peeling walls. At least there were no spiders. When I finally tried to sleep, I found a large yellow stain on the covers and an even bigger blood stain on the layer underneath. I stayed because it was 2 a.m. and the street was my only other option, but I couldn't sleep at all. In the morning I asked about the parking charge and the second room's condition. They took my number and said they'd look into compensation. When I called later, they'd blocked my number. It was a truly awful stay, the worst I've ever had.