I am still having a hard time to imagine how could this hotel be a 3 star. Highly suggest you read this story before you pay for the booking.
We were so unhappy that we decided to leave in the middle of night at 1:00AM. We weren't even interested in having a room upgrade when they finally offered. We wanted a full refund and this is the answer we got from their manger(AFTER he refused to talk to me the first time I asked): 'you can either go back to your room, or take the upgraded room we offered, or if you want to leave, you are welcome to leave. YOU ARE NOT GETTING YOUR MONEY BACK!' The whole time he refuse to listen to me and just kept repeating that 'you are not going to get your money back' VERY RUDELY. Then he hang up on me.
Reasons we were unhappy?
1. check in at 3:30, went to the room with all our luggage, the door was open. A mass inside. Cleaning lady said she hasn't clean it yet without any apology. But we didn't say anything, we said okay, take your time and we went out for lunch.
2. Came back and found the dirtiest room we've even stayed. Carpet were definitely not cleaned or vacuumed. There were three huge pieces of tree skin like stuff of A4 paper size on the ground. They didn't even care to pick that up. No idea what kind of cleaning cloth they use to do cleaning but the left over fibers were everywhere, even on coffee machine. Hair in the sink and coffee stain in the cup. Definitely not what you would expect from a 3 star. But we figured another room probably would be the same so we didn't even say anything. Just kept our shoes on and used as less stuff as possible.
3. 3 minute after we were in the room, we heard our neighbor on the phone CLEARLY, every single word! Why? because the rooms are all so badly insulated and our room is connected to theirs with a lousy door. What did we do? We didn't want any trouble and thought it would be better at night after everybody goes to sleep. So we didn't say anything again!
4. came back at 11:30 PM after a really fun day just to found out that we could actually listen to the movie that our neighbors were enjoying without missing anything, and their talk and laughter, very clearly! To be fair, it wasn't even their fault. We went to the front desk to see if we can get a room change. The front desk said she would go check it first. I went back to my room and waited 10 minutes with no news. Called again and she said she was really busy with people checking in but she would come down in a minute. I could imagine what would happen if you tell a guest to tune down at a hotel. So I said it's probably better for us to change a room than confronting them. She said it's okay, she would get other complains anyways (apparently they know how bad their sound proof is). She said she will ask them to be quiet. Another 15 - 20 minutes, no change. Called again! She said could you tell me where you room is and which one of you neighbor is loud?! I said I told you it's room 125 and you should know better where the room is, and you should also know that we are at the end of the hallway so we only have one neighbor! I was pretty upset at that time already.
Then I clearly heard her knocking on 123 and talked to them. What could happen? Our neighbor got really offended that they couldn't watch movie and talk in their own room. Apparently the front desk told them to be quiet otherwise they would be kicked out and lose their deposit. Who wouldn't be angry?! So we just sat there and listen to our neighbor cursing for 15 minutes and eventually we heard her go up to front desk to show her anger.
During this time my husband went to take a shower. The water pressure was so low and the drain was completely clogged. The tub was half full with water afterwards. It was really gross! We really didn't want trouble at 12:30AM so I decided not to take a shower and we went to bed.
Then we heard our neighbor coming back, upset and cursing (she went to yell at the front desk for about 15 minutes). It was so unpleasant the whole time, awake and listening to someone, while we came here to relax. We finally got fed up. We got up and packed all our stuff. We went to the front desk and said we couldn't stay here. We asked for a refund. It was about 1:00AM. The night of our romantic get away!
The front desk didn't know what to do. All she could say was that she doesn't have the authority to give us the refund. Then I said call your manager. She did and explained the whole situation. Her manager said they can't give us refund because we booked through agent. We need to ask them for our money back. It was at that time they finally offered us another room. But we didn't want to stay there for one more second. We just wanted to leave. I said there must be a way for you to give us the refund because through agent or not, the money was in your pocket. But they just kept refusing to give money back. I asked to talk to the manager myself. But the manager refused to talk to me and hang up!
I was so pissed at that time. I asked the front desk to call again because I said I wanted to talk to him. Finally he agreed after the front desk pleased him so many times. He didn't even allow me to say anything, nor apology whatsoever. He was so rude to me the whole time and called me being unreasonable! He just kept repeating that 'you can either go back to your room, or take the upgraded room we offered, or if you want to leave, you are welcome to leave. YOU ARE NOT GETTING YOUR MONEY BACK!' without allowing me to say anything! He said 'if you want your money back, go talk to your agent. I guarantee you that you are not getting money back from us! We offered you a room and that's the only choice you have. If you insist to keep going like this, I will ask somebody to make you leave. But you are not getting your money BACK'. Then he actually hang up the phone!! Never in my life I talked to someone so rude! Even the front desk was surprised and agreed that the manager was being an unprofessional. She felt so sorry for us but there wasn't anything she could do.
Our trip and holiday was completely ruined. We left Niagara Falls at 1:30AM and went home. I wanted this get away so much but that was what we paid for. Let alone the fact that the hotel is no where near 3 star, on what ground could they treat guests this way! Absolutely unprofessional. They shouldn't even be in this business.
I felt like I went to a restaurant, found dead fly in my plate, and was told that 'we can take it out for you or give your another plate, or you can leave without eating it, but you still have to pay for it.' If you don't enjoy experiences like this, STAY AWAY! There are plenty of hotel and motel around there, I don't think you can get anything worse for your whole life. It's not even about the cleanness or noise anymore, people just shouldn't be treated like this for the money they paid!