Comfort Hotel Niagara Falls — Hotel in Niagara Falls

If I could give 0 stars I would. I visited Niagara Falls in Late August/Early September 2022. A friend recently stayed at the Comfort Hotel and recommended it to me. Upon arriving to the hotel from the outside it looked good. Entering the hotel lobby, it seemed okay but there are no sitting areas. When we got off the elevator and walked down the hallway, I noticed the floor in the hallway was peeling like the corners were coming up. The doors were scuffed up and the hallway walls looked dirty like they needed to be repainted. When arriving to the room, the door was already opened and it looked as though someone was already in our room. The room was also a connecting room in which I wasn’t pleased or comfortable with. I immediately contacted the front desk and requested another room. I was informed there was a room on the first floor available. It was between the elevator and pool which seemed like a high traffic area. We peeked at the pool and it was also small, looked like a kiddie pool. Upon seeing the room, it was even worse than the one upstairs. The first thing we noticed in the room was the hole in the wall near the outlet which looked as though anything could come through it. I’m a petite person and I don’t need a lot of space. However, this room was tiny to me, there wasn’t enough space. In both rooms, there was no closet just a corner with some hangers. Neither room had a safe in it which concerned me as there was no safe place to keep our valuables including passports. I’m unsure if the second room was even cleaned as there was grey/white pet hair in the chair. We tried to overcome all the negatives and decided to tried to relax so we turned on the tv. The tv had grey static which was difficult to watch it. We called the front desk to inform them of the static on the tv and one of the representatives said they would come to the room. We waited about 10 minutes for the representative to come and they never did. We then went to the front desk to inform them again of the issue. The representatives were upfront talking to one another, there were no other guests upfront. We were then told there was nothing they could do about it; the repair person was gone for the evening. Book with another hotel. I understand all businesses are under staffed but communication is important. They could have told us this over the phone. That was the last straw. We were so dissatisfied with the hotel that we immediately went online and booked Courtyard by Marriott. I should have just booked Courtyard as I’ve stayed with them in other locations. We were only at this hotel for an hour and it probably only took this long because I was using the Wi-Fi to search for another hotel to book. Upon checking out of the hotel, the staff didn’t even question why we were leaving, or if there was anything they could do. I thought it was a bit odd they didn’t even care why I was leaving especially when I just checked in. I asked for the managers name and contact number; I was provided with a business card. They did provide me with a number to a cab. After I checked out, I was informed this hotel was formerly a Motel 6, they just changed their name. For the amount of money this hotel cost over $600, it should not look like this or be this unclean. The hotel is about a 15–20-minute walk to Clifton Hill (where all the fun is) and maybe 30 mins to the Falls. I would NOT recommend this...

Worse place ever. Here is all the emails. Stay clear of this place Dear Mr. Wei,

With great appreciation of how your hotel is marketed I chose your establishment for a brief stay. Being out and about after checking in and at approximately 1130pm on returning to the hotel and deciding to retire to bed; Upon pulling the sheets down we encountered numerous bodily hairs across the surface of an unkempt bed. Underneath one pillow was found smeared across the surface what appeared to be remnants of excrement. Upon consulting the lone employee at the front desk, she kindly assisted us with providing fresh sheets which we applied after removing the dirty linen. As within any format of the hospitality industry this is totally unacceptable. The photographic evidence I have in my possession of this unforeseen mishap; will not be posted on social media prior to an equitable resolution being executed in a timely manner. I will be checking out on July 17th , 2025, and kindly request necessary remuneration/satisfaction prior to my departure. His response Hello Tina,

Thank you for your emails and for sharing the photos related to your recent stay with us. I apologize for my delayed response.

After reviewing the details of your stay, I would like to clarify a few discrepancies for transparency:

You checked in at 3:22 PM and proceeded to your room. Prior to your departure at 8:18 PM, our records show that your room door was accessed eight times, either from the inside or via your key card. You returned to the room at 11:06 PM and entered using your key card. Before you visited the front desk to raise your concerns, the door was accessed an additional five times.

Regarding the photos you provided: The images showing hair on the sheets were taken around 12:50 AM. The photos of the stains were taken on July 17, just before your checkout.

Given these inconsistencies in the timeline and details, we regret to inform you that we are unable to provide compensation in this instance.

We appreciate your stay with us and thank you for bringing this matter to our attention. If you have any further questions or would like to discuss this further, please feel free to reach out.

Best regards, David Wei

My last email Dear Mr.Wei. I appreciate your untimely response to such a sensitive issue. You have stated discrepancies and transparencies. Are these regulated or posted by sign in your establishment or part or the contractual agreement with your customers. It seems that you are insinuating that multiple guests were in the room. Kindly review your video cameras and provide supporting evidence to evaluate such a ridiculous unsubstantiated claim. Only two persons accessed the room unless your security system in vulnerable and unsafe. You have developed a hogwash theory to avoid a clear regulatory breach within the hotel industry. Kindly review my original correspondence. The linen was filthy with other human matter not of the two persons paying to stay on the premises. If you are not aware this can lead to the spread of communicable diseases. I take good note of your association with Trip Advisor as I have used them to critique numerous locations visited internationally. Please confirm your initial response to my complaint. I look forward to and anticipate your timely...

Upon our arrival at the Comfort hotel I stepped out of the car and attempted to walk my dog so he could relieve himself after our lengthy journey. In doing so, I stumbled upon numerous dead rodents (mice and rats) in the grass at the back corner or the property/parking lot! Not a good start to say the least.

We checked in and went to settle in ourselves in our room. After a half hour of being in our room and listening to the very loud barking dog across the hallway in room 105 I went to the front desk to see if something could be done about the barking dog or if we could at the very least change rooms. I was told there were no other rooms available. The front desk representative assured me she would contact the owners to have the matter resolved. After almost another hour of listening to the barking dog we decided to leave our room to get away from the annoyance.

Upon returning to our room later that evening the dog in room 105 was still barking repeatedly, which was not only keeping us awake but upsetting our dog as well. Sleeping was futile. At 12:00am, I went to the front desk again to address the matter. The fellow that was cleaning the floors assured me he would deal with the matter. The barking subsided somewhat but for the next two hours we were then punished with the ever so loud noise of the door banging from the people that occupied the room as they went in and out repeatedly…

Exhausted, but not wanting this matter to completely spoil our vacation we prepared for the day. Note: simple amenities like face cloths and a stopper for the tub were not available to us in our room. Argh! Thankfully the front desk did keep a stock of facecloths. We went downstairs to have the continental breakfast that so many individuals boasted about in their reviews. This was a complete disappointment. The “fried eggs” (if one could actually call them that) were utterly inedible, the potatoes/hash browns were so dry I spit them out upon my first bite, the pancakes were rather tasteless, the toaster took forever to actually brown bread, and the hot water for my tea tasted like stale coffee. We weren’t expecting gourmet food by any means but these basics were deflating to say the least. Thank goodness for the yogurt, boiled eggs and juice as these were our lifesavers.

Our second night stay/sleep proved to be significantly better as there was no barking dog across the hallway or door slamming from the occupants.

We are not rich snobs. We work hard for our money. Taking a mini vacation like this is a great luxury for us. We simply want good value for our money spent. In your opinion do you think this is what we received?

The front desk clerk provided us with one nights free parking to the tune of a whole $20.00 for our troubles. I personally don’t feel like this was an adequate compensation for the very bad experience we had at your...