Ramada by Wyndham, Niagara Falls Near Fallsview District — Hotel in Niagara Falls

We had booked this reservation through a group Expedia booking (25 people) of 7 double queen bed rooms. Our group had taken up the most of the rooms in the 6th floor. We stayed during a busy season (checked in on Dec 24th evening and checked out in Dec 26th Afternoon). I had a 8 year old and 14 month old baby along with my spouse. My double queen room was really spacious - enough for my kids to wander around. The room has a TV (wish it was smart), a mini fridge and coffee making machine (can be used for hot water with tea bags as well). We spent our time in the conference room with our gang most of the time which was next to the game room in the lobby. Thanks to the mini fridge we were able to store our milk and Christmas cake. However, to heat the feeding bottle we had to go downstairs in the lobby which has 2 small microwaves (wish it was bigger) every time my baby was hungry. In the description it says it is 4 minute walk to Niagara falls - no, it is not (it is close to 20). The Hotel provided us a lot of coupons for restaurant foods - we chose the Applebee ones which is a 15 minute walk. Please make sure to read the fine print in the coupon (20 CAD off) - in our case we had to order 2 main entres which is an average of 27 CAD. We had to order a kids meal along with our 2 entres - our coupon got the bill from 70 to 50 CAD. My 8 year old was looking forward to spending some time in the swimming pool. We had booked a slot for 5pm on Dec 25th with 10 people in my gang. However, the hotel cancelled JUST our booking SLOT saying that the pool had been too dirty and needed cleaning. We had provided all the vaccinations and ids for the 6 adults who were going to attend to book the pool. The hotel staff could have shifted our group from our slot to the next hour - but refused saying that there is already another group ready to use that. The 4 kids were really distraught - it was really unfair for them to see that the pool was used by others all other time - not available just to our slot. Two stars removed for this injustice - we had to console them the whole way back from the hotel to our home. We had them use the game room for playing video games - 2 games were not working and consumed our tokens. The hotel is right next to a Dominoes - in case you are hungry. If you park your car in the hotel premises, they charge you 18 CAD per night. It was a fine experience with the hotel - just wished the swimming pool was given to us or the hotel had done its cleaning during late...

Mice - Dirty Rooms - Bad Customer Service Unfortunately, our experience with the Ramada Near the Falls was very disappointing. Before checking in, I called the Ramada and inquired about parking fees. I was told by a representative that there is no charge for parking as it is included in my package. Upon checking in, the concierge accused me of calling the wrong number and charged us $20/night for parking. I confirmed that I did call the correct number and was still charged the fee. It was not up for discussion. We booked a premium room, specifically the King Jacuzzi Suite. We were completely thrown off by the clumps of hair we found in the Jacuzzi and did not use the tub during our stay. In addition, the TV in the room did not work. It would turn on for a minute or two before overheating and powering down. Furthermore, on the first night of our stay, we got off the elevator and saw a mouse scurry across the hallway. We were extremely paranoid about the mice entering our room at night, so we barricaded the door with towels. It was a restless night, to say the least. Upon checkout, I wanted to bring up these issues I had with our stay with the concierge. Not only was nothing offered in terms of compensation but she did not once apologize for the inconvenience. The manager was not in the hotel at the time so I called the following day to speak to him personally. I was appalled by the terrible customer service and utter disrespect during this conversation. He said that he could not take my word for any of the events that transpired during our stay and that he needed proof, even though I had photos. I informed him that I did speak with the concierge upon check-out and was dismissed. He said that if he were to see the mouse personally, I would have been comped my entire stay. But, since there is “no evidence” he will not be taking these allegations seriously which I find extremely disrespectful. I also asked him to refund our parking since I was misinformed by one of his employees and again, he declined since there was no proof. I reminded him that all calls are recorded, something the Ramada makes very clear at the beginning of each conversation. He told me to come back another weekend to give them another chance and that he would do something special for us. Absolutely not! I can’t fathom the fact that we spent over $400 on a hotel with such terrible customer service, unhygienic rooms and infested with mice. I am extremely...

I am terribly sorry to have to write this, but I hope no one ever has to go through this treatment I received at check out today from Ramada’s assistant manager at this location, (Susan – I believe her name was). I am a very long time customer of Super 8 at this location, but it seems the new “Ramada attitude” has certainly replaced the good hospitality I was used to getting over the years. At check in, I decided to get the breakdown of fees and I was assured there was only a city fee and no additional hotel fees outside of the usual $4.99 daily facility fee. Ok. I checked in. However, upon check out, I asked for an itemized breakdown of the bill and there was an additional 4.5% fee included, annotated “DMC”, (which would mean nothing and therefore is hidden, dishonest and could not be explained by the staff, except that “everybody is doing it”.) I told the check out staff I was not going to pay for that, since I asked for the breakdown at check in and was not made aware of it at the time I asked. She vehemently argued with me for about 45 minutes and finally threatened to call the police on me. Then instead she called security on me for no threat at all. At the same time as security arrived, another manager, Emilio, came running to my aid and immediately removed the fee from my bill. Finally. Thank you for listening, Emilio, but perhaps too late I’m sorry to say. To add to that, I see this hotel has certainly taken a turn for the worse: vomit in the 15 minute registration parking area; some lady who claimed to work there pushed ahead of me in the pool shower area to wash out a greasy pan right before I stepped in to have a rinse (not kidding); murky water in the pool; gone is the complimentary coffee and no more hot water in the front reception; not to mention the dismissive explanation to my wife... I think that was just my last stay there, (and at $200+/night for an “unpretentious” room!) I hope this serves notice to Ramada, this is certainly no way to treat your guests and don't...