Heritage Inn & Suites Niagara — Hotel in Niagara Falls

From the outside this hostel looks acceptable, especially when you see the motel opposite. The area is average, nothing upmarket but still feels safe. The guy on reception was very pleasant. When we opened the door to the room the smell of smoke hit us in the face. It is absolutely ingrained in the carpet and furnishings, shocking for a no smoking motel. There were suspicious stains across everywhere, burn stains in the carpet, marks across the headboard, chair, sofa, walls, ceiling etc. Thick dust across surfaces and in the air conditioning vents. None of the lights worked. The worst thing was the smell and we had to leave after looking around the room and check out. We were there under 10 minutes. Reception wouldn't give us a refund despite the state of the room, blaming booking.com for being unable to refund. Managed to book in last minute at the Radisson for not much more than what this motel cost us and had a beautiful stay there instead, just a shame we had this experience first and paid for it. Can't recommend this place at all, avoid...

I arrived at 2 a.m. approximately, previously I had asked for late checkin and they didn't tell me it was a problem. The reception was closed. I called on the phone all night and they never answered my call. I also contacted Booking, and after 15 minutes of waiting they told me that there was nothing they could do. I spent the entire night, from 2 a.m. to 8 a.m. calling on the phone and on the street, because I came by public transportation. At 7:30 other tenants told me that a hotel worker lived in a room, I told him my situation and he told me to go have breakfast and that he would help me later (it was not immediate). Around 8:30 I entered the room. They didn't reimburse part of the money or even apologized. In addition, area does not seem very safe by...

Overall, this place was very disappointing. Here are the pros: the manager and staff were incredibly kind and knowledgeable and great to talk with. He was AMAZING. He I would say was the only redeeming part of this motel. The towels were clean and the bed was comfortable. Cons: Overall very run down and dirty. Smelled like mildew and cigarettes. Door diddnt latch right and took some effort to lock. Sheets diddnt fit the bed. Peeling wallpaper and small holes in the wall. Carpet felt horrible under feet. I would recommend wearing socks. The room was very dingy and gross. The manager is the only reason why I give it 2/5...