Ramada Plaza by Wyndham Niagara Falls — Hotel in Niagara Falls

Problem 1: DIRTY ROOM I stayed here for 5 nights for a business conference. I arrived late due to delayed flights and was so tired that I just went straight to bed. In the morning I asked for a refund because my room was DIRTY (see pictures...toilet was "spot cleaned"...if you don't lift the toilet seat up, it looks fine; the counter was dirty, and the bed spread was dirty...disgusting to think of what I slept in).

Problem 2: Poor Management and Staff Support I spoke with the staff in the morning, and the 1 good thing I can say is that they were friendly. The manager heard my complaints and apologized. "He did not know how this room was put back into service". The front staff blamed it on the cleaning service. They may be lowly in rank, but I doubt it was his/her fault as opposed to the individual who checked me in or the manager for not running a good hotel service where he trains his staff well, continues to educate them, and supports them to improve.

Once I was assigned a different room, the manager said he went up to check it himself to make sure it was cleaned properly before I went in. He then offered to buy me breakfast. Unfortunately, I was delayed by having to deal with this so couldn't take up the breakfast offer but he was willing to compensate me and offer free parking (at my request).

Problem 3: HIDDEN FEES - $ not shown on the website - see picture Did you know there are additional charges for parking AND a resort fee! The resort fee was NOT present on the website when I booked my room, nor was the FEE for the parking.

Ok, so I figured everything was fine after that, and I would have assumed that there was a note made on file to them make sure the rest of my stay was well supported and that I was taken care of...assuming you care about customer service. Nope!

Problem 4: Poor Customer Service The 2nd night after my course, everything was fine. I checked in with the morning staff asking if I could have housekeeping. So I left for my full day conference and came back expecting this request to be completed as the individual at the front desk said it wouldn't be a problem. I get back in to my room in the evening after my course and notice ABSOLUTELY NOTHING was done. So I go back downstairs and ask the front staff (different person now), if she could check my file in her system. Thankfully, she was very friendly and did well at her job. She would do much better in a management position at a higher class spot than this place.

When she checked my account, I was happy to hear that there was a note for no charge of parking for my stay, but NOTHING from my conversation and request from staff in the morning. She apologized and tried to help make it up to me by offering to have another person do the job instead. She also told me that they no longer provide regular room service unless your room was occupied for 3 nights, but that she would ensure it got done well tomorrow (Day 3). The other lady could have just told me that. THE HELPFUL STAFF SHOULD GET A RAISE/BONUS! She was the one good thing from this hotel experience!

The next day I come back to my room after the course and notice that the request put in for room servicing yesterday with the lovely staff was actually completed. She told me before leaving the other day that there was no previous entry into the computer about my original request, and no entry into their paper book either. She did both while I was there before leaving and voila! It got done!

Problem 5: Keys Stop Working x 2 different nights When I returned back from my conference, I try to get into the room but my keys stopped working. It was a quick reset downstairs and all was well. I return again the next evening and again they stopped working. I asked the staff member why, and he gave me a common excuse of the cards are magnetized and might have gotten too close to...blah blah to stop working. They were in a backpack pocket all day long...Not likely!

DO...

I booked a King-size bed suite for Labor Day weekend from here and then read so many negative comments about it (well I normally read the reviews before booking a stay but this time was a last minute booking and I found a good deal with only a couple suites left so I booked it right away), so I was worried.As many reviewers wrote the line to check-in was long (it was 3:45pm when we got there), yet there was a note saying they are currently updating the system/software, and the manager did come out and apologized for the wait by saying she was short of staff. Also, before Starbucks closed the staff made some ice capp (sample size) for the line. Both the manager came out addressing the wait and the coffee were nice gestures. Throughout the 20 mins wait I did see a few transaction problems with credit cards not going through and booking issues from specific booking sites. When it was our turn, the guy who served us did not greet us but only asked for my last name and then told me there was a parking fee and resort fee, and told me 2 times that there would be a $150 deposit, which I knew beforehand, and then asked me to sign. From the indifferent facial expression on the 3 check-in staff I could tell they had a long (and possibly rough) day enduring the frustration from the technical issues and customers who might have bias from reading negative reviews before coming. While I am a customer expecting good customer service, believing they should portrait the expected professionalism, that includes at least a decent greeting and smile which I can normally get from a cashier at a supermarket, I would lower my expectation this time to not let anything affect my mood with my loved one for this stay. Maybe I had expected worse, but honestly this was actually not bad at all. (On our way up we came across 2 cleaning ladies who greeted us with smiles)So we got a suite on the top floor - I must say it is super clean and pleasant! The toilet tank has a little leak to the bowl so there is a small ongoing water sound but that is the only imperfect thing inside the suite. I am very pleased with the room.I read before about someone drank the bottled water and got charged, there's actually a price tag/note on the bottle. So to be fair people need to read for what is communicated to you.To make the resort fee well spent I had a swim before it closed (although it is expensive to pay $20 for a swim and it is hard to agree with such "resort fee"). Again, it was clean and pleasant. The water wasn't warm enough for small kids as I saw some could only stay for a few minutes then left, so it was good for real swimmers like us who could enjoy a small-kids-free swim time.Many booking sites said there is a sauna room but we couldn't find one, the staff at the reception said he didn't know there is one, and we caught another staff near the pool and asked and he said many years ago there was one but not anymore.The daily specials at the restaurant Don Cherry and the breakfast menu are costing nothing more than any other entry level restaurants/chain eateries nearby so I think it is good and convenient to just dine in downstairs, especially on rainy days.So I am writing this to provide a more balanced view. I believe many who think their expectations unmet would vent by writing a bad review, and I do believe bad experiences do happen, yet at the same time most won't care to share their experiences if things are fine and okay. For me, after reading so many negative comments I feel that I can give my honest review to show the other side of the coin - This is only fair for the hotel and the staff who did do a great job, like the staff, Eva, who cleaned our room, and those who stock the pool with clean towels and keep the area clean :-)(My deposit was clear upon check-out, unlike some reviewers wrote that they did not get back the money after a...

Choose to stay somewhere else! Several SNEAKY HIDDEN FEES added. Awful customer service! My partner and I chose this particular Ramada as it has a DECENT price listed online. When we arrived to the hotel, we waited in line for 45 minutes to check in. We noticed that many of the customers walking away from the check-in looked very disgruntled. When it was our turn, the customer service representative (I did not get her name) handed me a sheet to sign.

Luckily I took the time to read before signing- there were extra fees added! A “resort fee” of $14.95+ tax per night- she never explained what this was covering. If it was for use of the pools, that should be included in the already fairly high hotel price. ALSO she did not give us any information about how we could access the pool(s) A “Covid cleaning fee” of $5.95+ tax per night - not sure how this could possibly be a charge as there was no “extra cleaning”, this should be a fee already covered by the cost for the room Parking fee of $20+tax per night- I expected this but still found it frustrating as there were very few spots available.

When I asked the customer service representative why there were extra charges, she quickly responded with a rehearsed line stating that the fees were listed on the website. I opened my phone and went directly to the website and asked her to point out where it states this. She could not find it ANYWHERE and it was apparent that she was very nervous because she knew that I, the customer, was correct. She then stated that it would be on my email confirmation - NO, it is NOT. Then, she stated that it would be shown as we booked a room. I went and began to enter information as if I was booking another room- NOWHERE does it state these fees. Next, she printed out a paper with all the fees on it which is not on the website anywhere. I have checked several times. This paper could be made up for all we know.

I asked to see a manager and was told he was leaving soon. So I could not see him….? Instead she passed me his business card, I’m sure she hoping that I would just let this slide. I asked her to have him call me and have not heard anything from them. I guess my business means nothing to them. Manager’s name is Scott Johnson- waiting for your call Scott. Stayed Aug. 6-7, 2021. Word spreads quickly, as I’ve already shared widely with friends and family about the deceptive prices and hidden fees at your establishment.

The customer service representative added at the end that she had moved my partner and I into a “King Suite”. This is not what I requested though, I would have MUCH PREFERRED to have the room I had initially booked, but WITHOUT HIDDEN FEES. This was meaningless, and there was nothing special about the room for us. Otherwise we would’ve booked it in the first place.

Overall, the NEGATIVE definitely outweighs any positives I could find with this hotel. Upon checking out, the person before us was complaining about hidden costs as well. A lady in the lobby area was also upset, saying she would never stay there again and that this hotel was full of “crooks”. I agree.

Anyone looking to book, I’d suggest you stay elsewhere. Friends who were also visiting the Falls area with us stayed at a different hotel and did not have any hidden fees, upon us sharing our receipts with one another.

This hotel is not an accredited business with the Better Business Bureau- but I do intend to file a complaint there if I do not hear from Scott Johnson, and have some form of apology/acknowledgment of sneaky fees.

Sneaky....