Wyndham Garden Niagara Falls Fallsview — Hotel in Niagara Falls

Buyer beware! My husband booked this hotel through a travel site based on various factors such as proximity to the falls, cost, pictures on site, etc. However, when we arrived Monday, Sept 9th, we were sadly disappointed. We checked in and were told there was a $20 parking fee that was not disclosed during booking, and that we wld be located in tower B. Although polite, we were told by staff to just head across the parking lot, with no other information or details. Although the room was clean and large, it was in no way what we had booked and paid for. The building was old and rundown with a balcony that faced a busy street and construction going on and no fridge, unless we wanted to pay another $20 a night.. It was so loud that the hotel even provides earplugs in anticipation of it being disruptive. The air conditioner did not work well and the beds were not comfortable and the pool appeared to be in the main building..which meant we would have to walk across the parking lot to swim. We had to go to the main building numerous times to have our key cards redone as they kept deactivating, after which we were finally told there was a front desk in building B along with a bigger better pool! Things were finally looking up. Nope, we were once again deceived. We finally found the front desk, only to find out that the pool was closed, but apparently, no one in the main building knew this. Finally we had had enough and went and asked about the room we had originally booked, and payed for. At first, the woman at the front counter acted like there was nothing that she could do, and pretty much told my husband so. Eventually, as my husband wouldn't back down, she went and spoke with someone else and we were told we could be moved to the main hotel but it had to be done right now! I would like to say that it got better from here, but I would be lying. When we arrived back at the front desk after getting our belongings, the staff was rather abrupt and seemed inconvenienced. We were given new cards and headed up to floor 7. When we got off the elevator, it looked like someone had been murdered.. the carpets were filthy with large tracks and pools of something unpleasant all over the area near the elevator and surrounding area. Finally in our room, it was clean and what we had booked online, which was great. Unfortunately, more problems occurred.. we continued to have problems with our key cards deactivating, 7 times to be exact, which meant trips to the front desk every time. The elevators went down on Wednesday so between guests and housekeeping, wait time were near 20-30 minutes every time. The hot tub did not function correctly and was difficult to get to work. The air conditioning in the new room was loud and rattled. The tv remote did not work and my husband had to go to the front desk to have it replaced twice, which even then, we could only change the channel a couple times before it stopped working and we were stuck on something. The bed had a collapsed side rail on it and the toilet did not flush properly. Overall, this was one of the worst hotels that we have every stayed in and I would not recommend it to anyone. We booked this hotel based on the Wyndham name and feedback from friends and family who had stayed at this chain previously, but we will never stay with this chain again. Nothing is as it seems, staff is unfriendly and not very helpful, rooms are not what you booked and over all a horrible experience. If I could rate this a zero star, I would as this hotel does not deserve a 1...

We chose Wyndham Fallsview to spend our 10 year Anniversary together, kid free for the first time in years, but sadly we left completely disappointed. We chose a whirlpool suite to relax and unwind in, paying a sufficient amount extra for this. We showed up earlier then 4, waited in line but our room wasnt ready. We leave for 1.5 hours arriving back at 4, line up again, our room STILL isnt ready. At this point we have been on the road for over 4 hours and we want to relax. A room magically appears after my frustrations are vented to staff. We arrive in our room, go to run a bath theres NO hot water, go to use room phone-doesnt work. Down to front desk we go, staff attempt room switch, only 1 room left, POOF-its gone. Another staff comes over to assist as we were clearly frustrated and our current front desk employee is useless! Hes not sympathetic or empathetic with us, just an oh well nothing I can do-attitute. Other staff send maintenance, my husband went back to room to pack up, as we were prepared to be switched to the other room before it disappeared. Maintenance comes to room, fixes hot water but phone will be fixed tomorrow (we check out tomorrow?), Maintenance blatantly tells us we are the SECOND guest on this floor (8) to complain about hot water-or lack there of. At this point we are getting ready to go out for dinner, we finally have enough hot water to fill the whirlpool jacuzzi. The struggle for hot water still, made us wait upwards of 30 mins for the tub to fill. Go to turn it on, it doesnt work! Great! Here we go again-down to front desk-we tell them to send maintenance again (jacuzzi not working)-we leave for dinner. We return to room with the hopes of finally having a soothing bath-it still doesnt work? Did he even send maintenance or put a request in? We spoke with the same guy as our initial check in. Our assumption would be he forgot, didnt care or didn't bother. At this point it's like 10 pm and we are like forget it. We had spent so much time at the front desk or waiting for maintenance we didnt have the energy to fight again. We get up in morning go to front desk and request once more to send maintenance to fix tub, we leave for breakfast and return by 10, the tub is finally fixed, just in time for check out at 11. Convenient. The ONLY highly anticipated aspect of this special occasion was the jacuzzi. Upon checkout $365. For room WITH jacuzzi and parking. For 1 night! Not to mention to time/$ to drive to Niagara, daycare for kids (5), gas, food, and our ONLY thing we wanted, #Wyndhamfallsview couldnt provide. They offered us $50 off for the inconvenience. In my eyes the ONLY acceptable offer is the difference for a room WITHOUT a jacuzzi + $50 for the inconvenience. You want returning customers and positive word of mouth to spread? Treat your valued...

I’ll begin with the good… the bed was comfortable… Now the bad….this might be long. Apparently Niagara Falls has turned into a refugee center. I think Canada’s idea of helping refugees is quite nice but completely not well managed and absolutely not considerate to people who pay dearly for a hotel in Niagara Falls. This hotel is presently accommodating refugees that have zero guidance and no social service support. The hotel isn’t helping these people, they are just collecting the government money for housing these poor people. These people are sitting in the parking lot 24 hours a day. The people just don’t have the guidance or etiquette to share the hotel experience. Children running between cars. I was parking my car, I almost ran over a person sleeping on the ground in the spot. The hotel was like a housing project in a ghetto. We felt very unsafe. People talking loud outside our room, garbage in the elevator. When we arrived I had to ask a few of them to let me pass by because a bunch were sitting on entrance steps. I was a bit nervous about parking my car since there were folks sitting on cars and hanging around. I asked the lady at the front desk if my car was safe and she said if I was concerned I should park the car under the camera. The security guard sat in a chair with his head buried into his phone. I asked the guard if he thought my car was safe, he just looked at me…he didn’t didn’t speak English or French. Totally useless. The hotel is modern and kept clean. Staff was very friendly and helpful. I think they really looked out for the paying customers. But I think Wyndham and Canadian government should have notified incoming guests what to expect. We were on a weekend trip to relax and site see. Thank goodness it was only two nights. We didn’t feel comfortable from the moment we got there. For Canada to just dump these poor refugees into a resort town was seemingly a sound idea, but they never considered the impact on the visitors to this area. Maybe Wyndham could have more security doing patrols and making all the guests feel safe and comfortable. The few guests I spoke to felt like I did. The Falls were pretty. People were from all over the world and very friendly,all having a great time. Thankfully we had a safe successful trip, but my overall experience was completely uncomfortable…. No blame to the refugees….. Canada and Wyndham need to do...