JESSIE WOO
Google
We arrived at the hotel around 3:20pm. I had even rearranged my work shift and worked earlier that day just so we could start our trip on time. Before our stay, I had already sent an email to the hotel explaining our situation—asking them to ensure there would be no issues with check-in and requesting a good room for my parents, who had traveled from overseas for their once-in-a-lifetime trip to Canada. Sadly, none of that was acknowledged.
When my husband went to check in, we were told the room was still being cleaned. The staff promised to call when it was ready, but no one ever did. After waiting and going back twice, we finally got our room at 4:40pm—well past check-in. This showed a complete disregard for guests’ time. Travelers to Niagara often have very limited schedules, and every hour matters. The hotel clearly did not respect that.
Yes, we received the executive room we had booked, but it was a huge disappointment: damp air as if someone had just showered, no ventilation, a tiny outdated bathroom, dusty window frames, and worst of all—dirty, cloudy glass that ruined the “falls view.” Not even a bottle of water was provided until we called.
The hotel tried to “compensate” with a 2-hour late checkout, but this was meaningless. Losing valuable time at the start of the trip cannot be fixed by staying in the room a little longer at the end.
We paid over $700 for one night, but the room felt like something I wouldn’t stay in even if offered at $300. My husband and I live in Canada and visit Niagara Falls regularly, staying at many Marriott and Sheraton hotels. This was by far the worst experience.
Frankly, I cannot understand how a hotel under the Marriott name could deliver service and quality at this level. Guests pay a premium for good service, not to be overcharged in peak season and given a neglected room.
In the end, my parents returned home with disappointing memories of Niagara, and my only regret from our trip was choosing this property.