Courtyard by Marriott Niagara Falls, USA — Attraction in City of Niagara Falls

Summary:|We stayed at this hotel with our family of five for a last-minute overnight trip to Niagara on our way home from vacation. While the hotel has a lot of potential, it's clear that it’s being held back by current management, which seems to adopt a more reactive than proactive approach.||PROS|Rooms:|The rooms are nice, remodeled, and spacious, making them ideal for families traveling together. Our room was also clean, which is always a positive.||Location:|The hotel’s location is convenient for exploring the area, though this benefit was overshadowed by other issues we encountered.||CONS|Issue Resolution:|I've waited over a month before posting this review, giving the hotel ample time to address the issues we experienced. Unfortunately, I’ve had to involve Marriott in hopes of reaching a final resolution. The delay in resolving these matters clearly highlights the need for new management at this hotel. Leadership reflects attitude, and a change in management could potentially unlock the true potential of this property. Below are the issues we faced; you can decide whether or not to stay at this location.||Air Conditioning:|After a long day of travel, we checked into our room only to find that the air conditioning wasn’t blowing cold air. I immediately reported the issue to the front desk, and they informed me that some units had recently been reset, assuring me it would cool down soon. They also mentioned there were no other rooms available. We began unpacking and settling in, but after more than an hour, the room was still uncomfortably warm. When I returned to the front desk, suddenly another room was available. However, by that time, we had already unpacked and settled in based on their earlier claim that no other rooms were available. To address the issue, they offered to waive our parking fee ($10) and cover two drinks from our dinner. While this was appreciated, it didn’t fully address our frustration, and I requested a more substantial resolution.||Swimming Pool:|One of the main reasons we booked this hotel was the swimming pool, which our kids were excited to use. Unfortunately, the pool was closed for remodeling, a fact that was not mentioned on the app or website. When I brought this up, the staff blamed Marriott for not updating the information, but I know from experience that it’s the responsibility of each hotel to ensure such details are accurate. It was clear the remodel had run over schedule, and I suspect they didn’t update the site to avoid losing bookings from families like ours.||TVs:|The smart TVs in the room didn’t work. We had planned to watch a movie on Netflix, but the system failed to function. While this wasn’t a huge issue, it added to our overall disappointment. A maintenance person was sent to address the problem, but they couldn’t resolve it either.||Food:|The food quality was mediocre at best, and some of it was just not good. I’ve dined at several Courtyard hotels, and this one was below average in terms of food quality.||Overall:|This hotel has promise, but the lack of proactive management and attention to detail severely impacts the guest experience. With proper leadership and a commitment to resolving issues promptly, this could become a much better place to stay. As it stands, I would recommend considering other options unless the management...

So I had my son's eighth birthday party here scheduled at four o'clock the manager Tatyana Did not know we were having a swimming party?And they may put chemicals in the pool at 4 o'clock.You're not supposed to have poor parties Only the guests staying in the Hotel are allowed to swim so we had A whole bunch of kids in sweats A whole bunch of kids in In swimming suits Impatient ready to jump in the pool not knowing that they couldn't so they were getting upset infrustrated The manager was able to help us out and make us as comfortable as she could so polite very courteous friendly entertaining just a great personality all around to pass time and check up on us and keep us updated and let ALL the kids swim untill 11 pm, they had an amazing gym , the kids had the best time even us parents went swimming the pool was so clean warm light up they supplied us with extra towels and then when we went to the room they supplied the kids with extra blankets and pillows , the food was out stunning amazing, even just in passing the workers were smiling and couldn't tell they enjoyed there job, there was a worker not sure of her name very nice with pink hair we started talking long story short I lost my 10yr old 2 months ago and she sat and listen to me talked and wasn't just like she was talking to do her job she actually took concern and gave me advice and just all around nice and sweet you can tell the workers like there job most places you will go and people will frown untill they see you , you could see them before they seen you and just smile so friendly, the hotel was so clean fresh just hands down best hotel ever will never go to any other hotel but this one highly recommend you will not regret definitely will be returning and it's kid friendly it's nice to go to for just adults or kids going...

Terrible Check In

I requested a digital key for 4 PM earlier in the day. I arrived at 3:45 PM. There were three male guests at the desk. I assume checking in because they had their luggage. They were talking with the desk clerk. The group, including the clerk, were speaking a language unfamiliar to me The conversation kept going and going. The clerk went into the back room several times. I was never acknowledged.

I continuously checked on the Marriott app for the digital key and I also checked my email. Nothing. I eventually lounged on a couch. About 4:05 PM another guest came to the desk. The clerk was in the back room at the time. After a few minutes the newly arrived guest went behind the counter and came back with the clerk. The clerk still gave his attention to the first three telling the other guest he’d be with him when done with the first three guests. At 4:17 the other guest finally gathered up their luggage. The clerk then began helping the guest who came after me who was looking to extend his stay.

At 4:26 I was allowed to check in. I asked the clerk how long he has worked in the hotel industry. He said less than a year. I felt badly and suggested to him that he acknowledge every guest when they arrive even if he can’t help them immediately. He seemed confused by my advice. I asked why I didn’t receive a digital key…at least at 4:00 PM. He did not know and said it happens sometimes.

I am rating the hotel a two because the room and decor is immaculate, but I would not stay here again, and as a person who stays in hotels around 150 nights per year for the past 25 years this check in delay was among the worst…I think there were a few other times that took longer but those were at least because of a convention where there were hundreds of guests...