The Glengate Hotel and Suites — Hotel in Niagara Falls

THIS HOTEL IS A SCAM. I HIGHLY DON’T RECOMMEND THIS PLACE! I did not stay at the hotel and I’ve not been refunded for 2nd night. The hotel is completely unaccommodating to customers’s needs. We booked for two nights but my husband and I had an emergency due to which we wanted to cancel for the first night. We requested the hotel multiple times through Expedia twice and I personally contacted them latter my husband called them as well. We called them a day and half in advance through Expedia, explaining our problem (we were well in advance calling and informing them). However there were no efforts made to change or accommodate or adjust the prices or even give a one time exception. Instead they blamed us saying we did not call them sooner, which I don’t understand how could I have know about an emergency sooner. And the lady at front desk said if you booked you would have been sure, so we don’t understand why you want to cancel. Which made no sense to me. It felt like they didn’t really care what their customer was going through (all they cared was about their business). I don’t think any business runs without the customer. The hotel also isn’t too bougie. I’ve stayed at multiple places but never experienced such a bad customer service ever. The manager and the woman at the desk were extremely un empathetic and kept replying “this is our policy” over and over again rather than providing a solution. I’ve seen extremely giant businesses accommodate to customers need and bend over their policies. I don’t think they care about anything apart from their money. Extremely disappointed with their service and this has never happened to me ever. I’ve travelled so many countries and this has been the worst experience so far. Please book anywhere else but here, it’s going to save you a lot of energy in case there are changes in your plans. We are paying a heafty amount of $550 for two nights and it is not at all worth it. I don’t think any customer deserves this treatment when they are paying such a huge amount. They have added their reply. But we did not cancel at all. They did it at their discretion. We did not have. Place to stay for the night. The last conversation we had was at 11:30 am on 4th July and we said we will come since you ain’t refunding our money. You refunded us once we landed there cuz you had sold our room to someone else at 5PM that day. If you keep doing this. It will cost you a lot ahead. Today’s it’s one customer, sooner or latter your bad service will catch up with you and your business will be shut down. After the bad service I did not want to stay here at all. We booked a place elsewhere. FYI you refunded us for one night cuz you had no option. You sold the room to Salome. We are still awaiting the complete refund we deserve. Never want to ever do business with a hotel like yours. I can already see your...

A Terrifying and Insulting Experience – Absolutely Avoid This Hotel

Our recent stay at this property turned into a night of emotional distress and profound disappointment. My family had booked two rooms, expecting a safe and comfortable stay. Instead, we were plunged into a nightmare.

Around 1AM, the fire alarm blared. We opened our door to a hallway thick with smoke. As we rushed to evacuate, the night manager shockingly instructed us to return to our rooms. With the hallway visibly filled with smoke, I felt I had no choice but to call 911 myself, as the hotel staff seemed to lack any urgency or concern.

It took the fire department 30 minutes to arrive and deem the situation safe to re-enter. Even then, the smell of burning was undeniable, a fact confirmed by the fire department themselves. Despite the obvious lingering danger and the traumatic experience, we were denied an alternative room and refused a refund. We were left with two appalling "options": go back to the smoke-tainted room or sleep on the street. The callousness of this suggestion was an emotional insult that my family will not soon forget. We were told no other solutions would be offered until the morning, and our request for a written statement was denied.

While emergencies can happen, the utter disregard for guest safety, the complete lack of customer service, and the incredibly inconsiderate attitude displayed by the staff are simply inexcusable. This hotel demonstrated a shocking indifference to our well-being. Stay far away from this hotel. Save yourself the emotional pain and potential danger.

-----response to the owner's reply----- My intention is not to argue for reimbursement at this point, as the requests had been consistently denied by the owner, but to accurately convey the facts of the situation from a guest's perspective. Other google users can be your own judge:

This was more than a typical "false alarm." There was a palpable smell of something burning, and the hallway was visibly filled with smoke, as evidenced by photos taken at the time. While the fire department confirmed no active fire and assessed for immediate hazards like CO and H2S, the Fire Chief personally acknowledged to us that the smell of burning was present. They also stated that mitigating odors falls outside their scope of work, meaning the lingering smoke smell was not something they addressed. We were faced with an impossible choice at 2AM: return to a room permeated with the smell of smoke or leave the hotel entirely. As visitors from British Columbia without a rental car, leaving the hotel at that hour with all our belongings would have effectively left us without shelter. To suggest this was a viable alternative, from our perspective, was equivalent to being forced into a situation akin to sleeping...

2.5 stars for me .i will give my honest review. Negotiated price on phone .cheap price similar to what you find on expedia. When i arrived first thing i noticed was the parking is rough..steep entrance..bumpy and very tight spots. When i entered i asked to see room. Guy showed me a nice room big washroom no smoke smell .Clean .I said i will take it .he gave me keys but said its for the room next to the one he showed me..but its same. So i said ok. I went and washroom much smaller. Smoke smell. So i asked to pls change it to the room he showed me .He said ok. So i went and started unpacking .Soon i found out the tv remote doesnt work .So asked for new batteries. He said he will return remote later with new batteries .i went out .Came back in evening .picked up remote. Still didnt work. Guy came tried to fix but unable to and said sorry and left. Ok no tv surfing..ok. Sleep time. Beds too bouncy for my taste .I prefer a firm mattress. Pillows horrible. So bad that u cant sleep properly .I suggest bringing your own pillows. Got woken up with a bf gf fight with police at 1230am..not hotels fault..these things happen. Woke up with barely any sleep due to horrible pillows. Also linen has strong bleach odor. Free Breakfast time. Was pleased with waffle station and free orange juice .that was cool. Just wish they had protein available like scrambled eggs ..perhaps turkey sausage or bacon (i say turkey cuz many people dont eat pork) then id change my review from 2.5 to 3.5. I Checked out with an extra 2 hour free late check out time. That was helpful cuz i was able to sleep for 2 hrs after i had breakfast . the hotel staff polite and nice and kind and at least tried to be helpful with everything.

I think the cheap price reflects small issues i encountered .its a good economic place to stay .Not the worst not the best. Its in the middle . you could spend 70 80 to 100 for a nicer place if you wanted but if u just need a place to sleep bring your own pillows or ask for 3 extra pillows and stack em up. For 50 bucks it could very well be one of the best places you can find.

Id probably go back here again if i needed to..add eggs to breakfast and id...