Riviera Inn and Suites 1000 Islands — Hotel in Ontario

Scam alert!!! Stay away. As I was checking out, they tried to charge for early check-in and also late check-out although they verbally agreed to both free of charge when I first checked-in. I started voice recording but he said we can talk if I stop recording. I asked for them to give me my receipt, the male receptionist told me that I didn't pay anything. I showed him the amount they had processed when I checked in. He also told me that I cannot leave until I pay. Then he decided to call the police. I overheard him tell the police over the phone that I am harrassing them and acting strange (I am guessing that was his way of making sure police get involved). As I waited for the police to arrive, the receptionist even tried to force me to pay more and leave by saying it will count as a late check out soon (not sure how it is a late check out while I am at the reception to get my receipt and leave, but the receptionist was telling me I cannot leave.) Police arrived shortly after. I showed the police my online banking on my phone that the hotel already got paid for my stay when I checked-in. I even called my bank and confirmed the payment. Called for the second time and obtained transaction number for police report. The hotel then produced two page print out that showed they processed the payment and then they processed a refund the next day (I am guessing they were trying to charge me more than the original agreed amount, but note: they were telling me that I cannot leave because I did not pay anything, but the time of the refund was while the police were on their way) Some 40 minutes after the police arrived, police told me that it is at that point a civil matter (I'm guessing it was a criminal matter prior to that, due to what the male receptionist falsely claimed with the police over the phone) and therefore, I can leave. Such an embarrassing situation and waste of time. I am guessing they do this to others and hope guests would agree to getting over-charged as soon as they mention police. Don't be fooled by the competitive price, they will try to get more money out of you and in my experience, they will lie and get you an encounter...

Stay away! Customer service is absolutely horrible. Booked 3 rooms. One traveler at the last minute is unable to attend. We wish to modify the reservation. The cancelation policy is one nights stay. Totally acceptable. However if we wish to cancel the 2nd night and keep the first as we're paying for it that's not allowed. We either take both nights paying for two or none and pay for one. Keep in mind free cancelation within 48 hrs. The second night is well within the 48 hrs. (The prices have dropped substantially since our booking. They have multiple rooms available. Our change would not jeopardize someone wanting to book a stay as there were plenty of rooms to accomodate a new booking) Originally the gentleman at the front desk assured me we could cancel Sunday with no problem as it was 48 hrs out just contact Expedia and they can modify the reservation. Expedia reached out to resort to get authorization and were told no they would not ok. The cancelation policy is one night per room on the reservation even though only one was being modified. I called back to the resort and again was told I could modify through Expedia. I explained Expedia needed the ok from the resort and resort won't ok but he says we can modify through expedia. He hung up and any further attempts resulted in them picking up the phone and putting it on hold until it disconnected. We are only doing this on one of the 3 rooms. Can't wait to check in.

Well we checked in. The woman who had no authority and the man who wouldn't help and said there was no one available to help were the owners. If you do decide to book these overpriced accommodations do not book multiple rooms on one booking. To cancel one room you will be charged one night per room on the reservation not just the one night for the...

Horrible experience. Would not recommend to anyone.

Saved up to spend two nights away with my partner. 20 minutes after cleaning cobwebs and unpacking, my partner started running the bath while I ordered dinner. Not 5 minutes later, we get loud banging on the door. The owners came in, told us there was a leak, and we had to pack our stuff and move to another room. All was fine until the owners literally asked us what we did to cause this and that it's never happened ever before so it must be something we did. At this point we are standing out front in our pajamas while other staff continously gave us mean and accusatory glares. When I attempted to express to the male owner that this was humiliating and whatnot, he shut me down, said he didn't want to hear it, and he will get his wife. She turned out to be just as rude and unpleasant as her husband. At that point, we were exhausted, dinner was cold and we just wanted to leave. Both husband and wife owners said, you don't want to stay here? Fine you can go." They refused to apologize, told me I might be charged for damages, and wouldn't offer up any paperwork stating that we were refunded. How does one go about breaking a bathtub they have sat in for 5 minutes?

The night, however, was saved by the Super 8 just down the way. Shortly after calling over we arrived and the owners apologized for the horrible experience we were having. They got us into a gorgeous, king-size room with a jacuzzi tub, a screened in Sun deck, a gorgeous wooded area view and an outdoor pool. The kicker? $100 cheaper then the run-down and unclean establishment we were...