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Reviewed 14 March 2018 via mobile

We were in Niagara Falls for a cheerleading competition and chose to stay at this hotel as it’s price was very reasonable. It was a great place and my daughter really liked the movie in the atrium of the hotel. And the free popcorn! Would recommend and would also return.

Stayed: April 2017, travelled with family
Thank Maren A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skyline_GM, General Manager at Skyline Hotel & Waterpark, responded to this reviewResponded 15 March 2018

Maren A,

We are so happy to read that our establishment offered a good location and comfortable environment during your time away for the Cheerleading competition.

We look forward to serving you again soon.

Kind regards,


Anthony,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 March 2018

We booked a one night stay, which includes passes to the waterpark for 2 days, for a fun start to March Break. Unfortunately on Day 2, there was a power outage, and the water park was closed. We fully understood that the outage was not the fault of the Waterpark, however it is also not the fault of us, the customer.
Cost of the Waterpark passes for the day totalled $100, however the resort only offered us $30 back for our inconvenience. We didn't even want the money back. Instead we requested that they give us replacement day passes so that we could return another time with our children to enjoy the park.
We were continuously told that they could not do this as per their "policy", however I know for a fact that the General Manager did give replacement park passes to another family sitting right next to us, as I spoke with the other family and they confirmed this. I have also gone over their web page in detail, as well as all of the documentation that we received upon check-in, and have been unable to locate this said "policy" anywhere.
I find it quite disturbing that this practice is allowed to happen, essentially stealing money from customers with no sort of repercussions. Even if they can show me where this "policy" is written, I find it borderline illegal to do so. No other business that I know of can charge you for a service, and then not provide you with full compensation when that said service was not supplied.
To add insult to injury, both the general manager and managers asked us to fill in their "comment card" with our contact information, which was not a card at all, it was simply a blank piece of paper on a clipboard. I laughed at this, but we filled in our contact info anyways as they each GUARANTEED us that we would receive a response from them about our concerns. It has been 48hrs since this happened and we have yet to receive a phone call or e-mail. We also phoned in to their customer service line with questions, but were immediately put to voicemail, which has not been answered either.

  • Stayed: March 2018, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Craig E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 March 2018 via mobile

Absolutely DISGUSTED with the customer service, or should I say lack of, from the Skyline Hotel and Waterpark.
After paying over $400 for an overnight stay with waterpark passes in hopes of having some March Break fun with the kids, the power went out and we were unable to use the Waterpark.
Upon asking for replacement waterpark passes, which we paid $25 each for (totalling $100), we were told the best compensation they could offer was $30.
So I basically paid you $70 to use your changerooms and sit and stare at your waterslides for 2hrs.
Not to mention a waste of a vacation day from work.
If this is how you treat locals, I shudder to see how you treat the tourists!!!
So much for Niagara Falls being a "World Class Destination."


Stayed: March 2018, travelled with family
2  Thank Kerreva S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skyline_GM, General Manager at Skyline Hotel & Waterpark, responded to this reviewResponded 15 March 2018

Kerreva S,

We are so sorry to read about your poor experience at Skyline Hotel & Waterpark and we are so sorry that your family has been disappointed by our customer service.

I can certainly understand how losing the last few hours of your Water Park experience can be upsetting to your family. Our Water Park Packages are designed to offer all of our package guests two day access to Fallsview Indoor Waterpark. As the power outage occurred between 11am and 1:30pm on Monday March 12th, we offered you $30 compensation of the total $100 on the passes based on the fact that there was no incident on the day prior to this occurrence and continued to operate later in the day.

I would ask you to please keep in mind that while this circumstance was troubling and frustrating for you and your family it was equally frustrating to us as Customer Service Professionals especially considering that this was a city wide power failure which was out of our control.

Please know that all of us at Falls Avenue Resort have a mandate to provide excellent experiences to our guests and situations such as a power failure which are out of our control leave us feeling just as poorly as it does our guests.

Again, I apologize to you and all guests whom experienced this brief power failure and look forward to changing your mind about us in the future.

Kind regards,



Anthony

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 March 2018 via mobile

Rooms are the same as always nice and clean. On the web page says they have movies and games you can order but there is not. Not a lot of tv stations at all for kids. Makes for a boring night and morning. Movie night never happened like advertised either.

Stayed: March 2018, travelled with family
1  Thank lvan84
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skyline_GM, General Manager at Skyline Hotel & Waterpark, responded to this reviewResponded 14 March 2018

Ivan84,

We want to apologize to you for allowing you to proceed to Skyline Hotel & Waterpark under false assumptions. Please know that I will review all websites as we have not offered Pay Per View movies or games for several years. Should I locate information advertising as such I will ensure it is removed from public view.

Thank you again.


Kind regards,


Anthony

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2018 via mobile

We had a great time at Skyline! We reserved ajoining rooms for our family and my sister's which made it really easy for the kids to play without wandering in the hall. Our room overlooked the Courtyard which provided a nice hang spot after a long day at the waterpark as other kids were also playing there. In the evening this was also where they did their movie night which was a nice bonus and made it much easier to put the 5 kids to bed when they wanted without others walking in. That said the movie and traffic was loud in the rooms but the kids were exhausted and settled without major issue.
Check in was a very long and slow process as each line was 5 deep and not moving on try number one and 15 deep on try two. Thankfully there's lots to do in Niagara Falls and the included waterpark passes are good all day!
Everyone LOVED the waterpark. So much for the 5 kids (between ages 6 and 2) to do. Love that they provide life jackets. Waa a little annoyed that their website ans signage said no puddle jumpers so we left ours at home but many kids were wearing them. Our kids would have been more comfortable in what their used to but we managed.
We had a fabulous (albeit exhausting) weekend trip. We'll definitely be back

Stayed: March 2018, travelled with family
Thank Thamo H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Skyline_GM, General Manager at Skyline Hotel & Waterpark, responded to this reviewResponded 14 March 2018

Thamo H,

We are happy to read that you and your family enjoyed your experience at Skyline Hotel & Waterpark. We appreciate the comments in regards to our courtyards. Indeed, these public areas are a great way to relax at the end of a day and make friends with other families attending Skyline Hotel & Waterpark.

We are sorry about the long delay at check in. Typically our lines do move at a steady pace however there are those times when multiple families arrive simultaneously, which makes our lines difficult to control. We are continuing to make efforts towards further mitigation of this problem.

Thank you so much for staying with us at Skyline Hotel & Waterpark. We look forward to hosting you again soon.


Kind regards,


Anthony

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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