Comfort Inn & Suites Niagara Falls Blvd USA — Hotel in City of Niagara Falls

The hotel staff were unattentive and uncooperative. On several occasions there was no one at the front desk and no way to let them know that I was there and needed some attention. I finnaly started yelling HELLO IS ANYONE THERE when we checked in. Our room was an accessible room since my husband uses a walker. We had no place to put our two suitcases. Our son had one luggage rack so we borrowed his but needed another one. We ask the woman at the front desk and she was most UNCOOPERATIVE! SHE told us to get a luggage CART! We told her we need a fold up rack to put our luagge on in the room. She said she didn't know what that was and they didn't have them. We told her that our son had one. She kept giving us the run around until I said I wanted to speak to the manager. She then called house keeping who got us one quickly. She really acted like she was purposely being hard to get along with. The breakfast there was just the bare minimum and the area to get the food was way too small. There was a group of hockey player young boys who came in and took over the breakfast room. They were extremely loud and rude. Their parents didn't discipline them at all. After they ate they left a huge mess on the table and the attendants had to clean most of it up. Two of the boys were using the hotel's laptops to play video games. We had dropped off our ice packs to be put in the freezer because my husband's medication has to be refrigerated. I ask our son to get them the morning we left and was told by the front desk they didn't know where they were. I went to the front desk and again no one there. Finally someone came meanwhile I asked someone else who worked there where they were. He didn't know. When he heard me tell the front desk person about the ice packs he knew where they were and got them for me. You need to train people who work there much better and how to treat paying customers. Worst hotel we've stayed in on this...

I have been coming to The Comfort Inn and Suites since 2018. Every year for my birthday and would get excellent customer service. I don’t know if it was a bad weekend to come. Upon arrival we came into half clean room. I ignored it because I had been driving for hour’s. I checked in at 9pm June 3rd. Requested housekeeping for June 4th, after a long day at the falls no housekeeping was done. Trash overflowed and when I went to the front desk I was given trash bags to take care of it myself. Public hallway trash overflowed from June 3rd until the 5th upon check out. I asked for extra pillows due to my niece sleeping on the couch bed. They didn’t have any so I bought my own at Marshall’s and left them. Hopefully 2 extra pillows helps. I let them know upon arrival that there was a mark in the closet door and the toilet water was rising. The toilet didn’t get looked at until 10:28 on June 5th check out is 11:00am. I’m usually not this person but everyday I was there employees standing around gossiping about other employees. And management allowing it. I don’t know if this place is under new management since 2018 but sheesh we need to do better. I was laughed at when I told them about the toilet and trash. “Well I guess the 4th floor is bad luck!” Water damage on the ceiling. SMH somebody go into Rm 412 please. There was even a sock from the previous people who stayed there in the room. It’s close to the falls and good luck getting a receipt. They used to leave under your door but when I asked the girl at the front desk was on her personal cell phone and too busy to print me a receipt. The night shift girl really does try but she is the only one there doing everything. This is definitely a Choice...

Non working AC, dishonest communication, AVOID

Stayed in August 2023 for two days. The check-in process was fine. Room not at all. It was hot as soon as we entered the room. Checked the AC to see if heat was On by mistake. It was on Cool, but the unit was not blowing any cold air! Called front desk. Marco came promptly and assured me that he has 'reset' the AC and that it will kick-in in 10 minutes. I am from a hot and humid place and I know when an AC has quit. I gave him the benefit of doubt and waited. I called after 15 mins and he said to give some more time. I said I'll be back in an hour after dinner and if it still isn't cool, he'd have to move me to another room. He agreed. Came back from dinner, no change in room temp (80F). Now he says that the hotel is booked! Why lie to me? I asked to speak to the manager. He said she'll be there in the morning at 9am. That was a lie as well. Next day, front desk Megan took my grievance and phone number assuring the manager will call to address the issue. No call whatsoever. I called around 4:30p and was told by Marco that manager did not come and that Megan had no 'obligation' to call me and let me know that!! He assured he would talk to the manager after my call and she would address this the next day morning! Lo and behold, no manager next day, no call whatsoever. Asked the front desk guy that day and he said they gave me a 25% discount for my troubles. He admitted that someone should have called and informed me. Well, they don't give a damn for customer service. I hate the lying more than anything!

Typical continental breakfast, coffee was not good, you can hear noise...