The Tower Hotel — Hotel in Niagara Falls

DO NOT GO HERE - ESPECIALLY IF YOU ARE AN ETHNIC MINORITY

We are a company based out of Mississauga Ontario, with offices in Niagara Falls Ontario. Oftentimes, we have our staff stay in hotels when they are staying for longer than 2 days in the Niagara region. We recently started using The Tower Hotel (Fallsview Group). We booked the hotel for the first time a couple weeks ago for 5 nights, with no issue. They actually said "Thank you for booking with us for so long, as a gesture of appreciation, we are going to voluntarily upgrade your room".

After the stay ended, we had another staff member come to work in Niagara Falls, so we booked another room at the same hotel, to which again the hotel staff voluntarily upgraded the room, thanked us for our continuous business, and provided us with the Assistant General Manager (Alison Wilkinson) email to reach out to her directly in the future, and that she would provide us with even better rates for continuous stays.

Once again, for a third time, we booked another room after another staff member was coming down to our Niagara Falls office, but this time prior to booking it on Expedia as we usually do, we decided to reach out to the front desk staff as they would give us a better rate presumably. The front desk staff said that it would not be possible for us to keep the same room, and that we would have to book a new room for $210 - $250 per night. We didn't find that to be reasonable, so we left.

Later in the day, we found the same room available on Expedia for $90/night - so we went ahead and booked it, confused as to why the hotel was charging more than double. An hour or so later, the hotel called us to say the room was ready, and we went to check in. Upon seeing us, the hotel said "Sorry this is now considered a long term stay, and we will be cancelling your reservation immediately".

It seems as though the hotel wasn't honouring their listed price online, and in an effort to capitalize on higher rates for walk-in customers, they were arbitrarily cancelling online bookings, or bookings that came from affiliated 3rd parties. This issue could potentially also be racially motivated, as 70% of our staff are ethnic minorities. The hotel and its failure to provide a reasonable answer as to why the booking was cancelled creates doubt of various prejudices that are generally standard to situations like these.

We reached out multiple times to the hotel, the AGM, to only be met with no explanation as to why the reservation...

You Should Never Choose This Hotel! Why?

If you choose this hotel, even the most special days of your life such as a birthday can be completely ruined.

First of all, this hotel shows absolutely no sense of customer satisfaction, human relations, or solution oriented service. When faced with a problem, instead of professionalism and support, they responded with aggression and hostility and even went as far as canceling the reservation.

We made our reservation at this hotel specifically for a birthday celebration. In the reservation documents, we noticed that a daily parking fee was being charged. We immediately reached out by sending multiple emails to the address listed on their official website, but we never received any response. Since we could not establish any communication, we requested assistance through the BBB. Think about it isn’t it unbelievable that a business in the service industry does not even bother to respond to emails sent to the address listed on its own official website?

• How can the e-mail address on your own web page be wrong? You could have found a more convincing justification :)

Instead of apologizing or offering a solution in the name of customer satisfaction, the hotel management canceled our reservation. The message they sent us was completely unprofessional, rude, and unacceptable. In a touristic destination like Niagara, a hotel should handle customer relations at the highest possible standard. Yet, what we experienced clearly shows how far this hotel’s management is from professionalism, communication, and proper guest relations.

I have stayed at many hotels in my life, but I have never encountered such an attitude and tone from hotel management. This is a place that does not solve problems, but rather creates them.

In conclusion: Any plan you make with this hotel is at risk of being ruined. Do not include this hotel in the most beautiful moments of your life, because their management operates not to solve problems but to destroy your plans.

I experienced this personally. And if you are considering this hotel for a special occasion such as a birthday, my advice is: stay away at all costs. Instead of ensuring guest satisfaction, they will respond aggressively and may even cancel your...

I think all the negative reviews were from before they finished their renos. This hotel was fantastic.

The room is smaller than the typical hotel rooms but it was the perfect size for a couple, the bed was king size and there was still lots of room to walk around and organize our clothes and items. You're traveling so you don't need big space anyway. It did have a nespresso machine with complimentary coffee which was delicious. The design of the rooms was so modern and sleek, I enjoyed it very much. The bed was super comfortable. We had all that we need in terms of towels, hair dryer, and toiletrees.

I absolutely LOVED our view and they did the right thing by pointing the bed so that you face the window and wake up to the beautiful view. Absolutely gorgeous. I woke up at 6AM just because I was excited to watch the sunrise and have the coffee in some peace and quiet. We stayed in the penthouse room 3002 in case you were wondering. I also posted a layout of the rooms so you can anticipate which view you'd like. Our room was considered the "King Resort/city view".

I found the hotel very clean and well maintained. I really hope it stays this way and they keep up with the cleanliness over time and that the experience we had was not just because they're still newly renovated.

The parking lot was off site but they had conveniently provided shuttle buses that are very accommodating and frequent to help us get to our car and back to the hotel whenever we needed it. We came back at 3AM and they happily called someone to get us to the hotel very quickly, I was thoroughly impressed. We paid $35 for the parking for all day basically, which is standard for a tourist city.

The staff were so friendly and helpful, I want to give them all a shoutout for their accommodations.

The lobby was very clean and even though there was some construction, it was not disruptive and they hid it away with some curtains.

I'd stay here again! I booked it with Expedia for rate of $272/night (total) which I found to be very reasonable for the quality of rooms and the location.

Don't listen to all the negative reviews, some people aren't well-travelled and they don't know what's reasonable expectations during...