Niagara Crossing Hotel & Spa — Hotel in Town of Lewiston

Several members of my family and I stayed at the Niagara Crossing in July for a wedding. Our reservations ranged from 2 - 6 nights. At first glance, the exterior and lobby were a bit shabby, but very attractive. My first indication that things would be questionable: the vase of dead roses on the reception desk. Not wilted. Dead. Dried out and falling apart. They should have been tossed at least a week to 10 days prior.

If you don't get one of the few spots on the upper level near the hotel entrance, you need to climb a fairly steep hill. We were told there's a flight of steps that would make the trip easier. The problem: the steps are wood, a plank was missing and there were no lights - a deadly combination. The ground in the upper parking area appears to have been painted or coated. The coating is lifting off in very large pieces and I managed to trip on our last day.

There was a block of rooms for wedding guests, with a reduced rate. At booking, my husband and I splurged and upgraded to a suite with a private balcony. Our 4 night stay was nearly $1,100. The "suite" turned out to be single large room with a king size bed and a stained, saggy sofa. There are no screens on the balcony doors; open at your own risk or the room will be quickly infested with flying insects.

When we arrived, we had to find a store with late hours so we could purchase Lysol wipes, paper towels, etc. Furniture and carpet were stained, as were the walls. Many surfaces were dusty. There small piles of crumbs of some sort in several places. The bed linens appeared to have been washed, but there was a small, dried blood stain on the sheet at the side of the bed. The mini fridge was dirty and had a build-up of ice in the back. The hems of some of the curtains had unraveled and were pooled on the floor. There was no closet, just a clothes rack and three very shallow drawers. The rack wasn't tall enough to accommodate long gowns and the handles and interior of the drawers had a sticky brown substance on them. (Thank heaven for Lysol wipes!) The TV remote and Channel card appeared to have the same substance.

The WiFi kept dropping, but it was a teeny bit better than the remote for the overhead AC unit whose only functions were ON and OFF.

The single towel rack in the bathroom was just large enough for just one towel, and not close to the shower, so we had to step out and cross the length of the bathroom to dry off. Because there was no ventilation at all in the bathroom, used towels were still very damp more than 24 hours later, despite being spread along the shower rail. With just a pedestal sink and no vanity, we had no place to put toiletries, toothpaste, etc. The Cold water faucet produced just Hot water, not matter how long we let it run. The electrical outlets in the bathroom did not work at all; we had to use the ones in the bedroom. That wouldn't have been so bad, but they were too far from the closest mirror to allow you to see yourself while drying your hair without being a contortionist. The rugs and doors in some of the common areas were also filthy.

Most hotels clean and service rooms every 2-3 days, but we never had that experience despite being there 4-6 nights. The fact that the wedding was onsite was the only thing that kept us from leaving. Unfortunately, the food was mediocre and even a non-drinker like me could tell that the alcoholic beverages were seriously watered down.

We really wanted to like this place and made a lot of allowances. We fully appreciate that COVID still has a tremendous impact on services everywhere. The location is excellent and picturesque and the hotel's basic structure offers SO many possibilities. The Niagara Crossing is woefully understaffed. Those who work there seem to be stretched to the limit, but they are still cheerful and helpful. (Olivia is awesome!!) We heard from several sources that the hotel has a new owner and will be upgraded soon. For everyone's...

I have waited a while since my wedding to write this review because I want it to be honest and fair. Let me start by saying that my wedding was incredible and the team at Niagara Crossing Hotel and Spa really came together to make that happen for us. Kendelle helped my crew get it together when we had to change ceremony locations at the last minute to rain and that part of the day went off with minimal mistakes. The location is gorgeous inside and out. The food was incredible and over all it was an incredible day. The hotel team’s service at dinner and the bar was great, they saved our cake for us, and they even let us take home the extra plates the next day from people who didn’t show. That being said, leading up to the wedding they were not always the easiest to work with. While very accommodating with the payment schedule and understanding of the mistakes I did make they definitely caused me a lot more stress during planning. Our first difficulty was actually before we even booked. Kendelle decided to cancel our tour to see the venue because I took more than 3 days to respond after confirming that we had a tour a week prior to the tour. We decided to book anyway and even booked the entire hotel so we could guarantee our large guest list places to stay and have the whole hotel as space for pictures and activities in case if rained. We booked for “Run of house” which means we control the entire hotel. However when we booked the hotel only had 69 rooms. The hotel failed to inform me that they had added 4 rooms as well as 8 apartments to the hotel and booked them to people who were not invited to my wedding before asking if I wanted to also include at least the extra rooms that are on the same floor as we would be staying the night of our wedding. I only found out when I was told that we couldn’t use the lobby for our ceremony because of it. The reason I wanted to use the lobby is because they told me upon booking that their space could hold up to 250 but didn’t mention that they only have space for 104 in the ceremony room and only 104 chairs if they do it on the balcony anyway. We ended up needing the ceremony room due to rain and managed to squeeze everyone in with many standing thankfully. The other guests were checking in during my ceremony though, and it was awkward to have strangers interrupting our processional right outside the ceremony room before we walked in. The mistake that truly took the cake though was that the hotel managed to lose track of not one, not two, not three, but four separate payments we made during our engagement. First I noticed when they gave us the final bill that what their records said we paid and what our records said we already paid were off by a few hundred dollars. It was extremely stressful to have to provide proof of two lost checks only a month before our wedding. It took a few weeks of back and fourth between us and the bank to solve that. After that was resolved, a few days before the wedding Kendelle messaged me to ask for our final payment which we had made in two parts, one bank check and one credit card payment, 11 days prior when it had been due. I was prepared that time and was able to provide proof immediately and it only took the hotel 2 hours to rectify that...

We came for the wedding, and unfortunately had to endure the (lacking) hospitality. From check in until check out, we received nothing but the poorest of customer service. Our stay started by being unable to pull through the entry way, due to a car being parked with no one inside. We waited for a couple of minutes before we asked the young man at the check in desk, if the driver could be asked to move their car. His response was a neutral sounding "no." He would not even call up to their room to request that they move. I was surprised that on the day of the wedding, no one was there to direct traffic. With a party of that size, I would think that someone would be present to direct and assist as needed. The young man was even more help at the check in, where my reservation was unable to be found. When it magically appeared, it was for only one of the original 2 nights. Thank goodness they were able to find space, and that the wedding had booked a significant block of rooms. The room though was lackluster. Ripped curtains, a riverside view blocked completely out by a tree, and a temperature above 80 degrees. Speaking of temperature, the room holding the ceremony was well above 80 as well. During the rehearsal the previous evening, the entire party had been sweating due to the heat. According to the coordinator, it was cooled down the previous morning, and that they would take care of the room for the wedding day. This meant setting the thermostat at 68 degrees, and the entire crowd was allowed to join into the sauna-like atmosphere. At least the cocktail hour in the lobby was cooled, right? No. It was the same temperature, and the stifling heat caused many to go outside to cool down. The bartenders were clearly trained by the coordinator in how to handle guests, and were quick to deny any requests. Bourbon on the rocks? No. A glass of ice for my grandfather? No. Never was I offered any type of explanation by the bartenders, just a no with a bad attitude. The staff was quite abrupt with their clearing, and they took my plate away while I was turned to speak with another guest. It was a disappointment to say the least, especially after reading so many satisfied reviews of this venue. Customer service is traditionally a hallmark of a venue, and unfortunately the staff was consistent. Very few of the employees were cordial, polite, smiling, jovial, or had even the slightest amount of warmth to them (Chrissy though had an excellent attitude whenever interacting with the guests). A venue such as this, should take every opportunity to prove their quality for potential events. After attending here, I would be hesitant to recommend the Niagara Crossing Hotel. On the plus side, the wedding went off without a hitch. The guests enjoyed the bed and breakfast atmosphere, and the 2nd floor event area was perfect for the reception. There was never a complaint about the noise (and it was definitely a loud night), and we were able to continue the evening on for a little longer than originally allotted.

If the management would like to make contact, I would love to further discuss the experiences that myself and the other...