2/10 Terrible
Jose
Travelled with family
19 Jun 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The condition of this property is simply unacceptable. This so called "hotel" shouldn’t even be promoted online. Don’t be misled by the heavily edited photos they are completely disconnected from reality.
We made our reservation over a month in advance and were genuinely excited about staying here as part of our road trip to Niagara Falls. However, upon arrival, we were shocked by what we saw. The place looked like it belonged on the set of a horror movie.
Still, we tried to be patient and gave it a chance, hoping the room might be in better condition. Unfortunately, that hope faded quickly. We couldn’t even stay for more than 10 minutes. We grabbed our belongings, returned to the car, and immediately booked a different hotel.
I went to the front desk to request a refund or at least some resolution, but the staff told me I needed to contact Hotels.com because it was a third-party booking they said there was nothing they could do. I followed their instructions and explained everything to a Hotels.com representative, only to be offered a coupon for “my next trip" not even worth a quarter of what I paid.
Honestly, I’d rather lose what I paid for the booking than ever use Hotels.com again. My family and I were loyal customers until now. This was a deeply disappointing and awful experience, not just with the hotel, but with the lack of support and accountability from Hotels.com.
Jose
Stayed 1 night in Jun 2025
