Booked the Radisson as a last resort since many of the other hotels were already sold out when we were booking. We arrived at our hotel at 3PM, and were informed that we would not be able to check in until 4PM with no exceptions. The hotel lobby was not busy at this time, though they assured me there was absolutely no way we could check in earlier.

We left to walk around, and came back at 4PM to a packed lobby. When we were assigned our room, we were given a room on the first floor right by the elevator. I immediately requested to switch rooms, and the woman behind the counter was rude and told me there was nothing she could do as they were over sold. This was funny because friends of ours who had requested the same room type as us, had not checked in yet, so I knew they had more rooms available.

When we arrived at our room the first thing I noticed was the broken closet door. The carpet was stained in multiple spots, and when I put my bag on the floor by the bed, there were chips and chocolate bar wrappers behind the bed from the previous guests. Not just crumbs, it looked like someone had emptied out an entire bag of chips. So disgusting and unacceptable.

I got absolutely no sleep that night, since the hallway was extremely loud, as we were right next to the elevator and ice machine. Completely obnoxious. Mind you, this is simply unacceptable when spending over $300+ a night. Rude staff, filthy room, and overall bad experience.

I would not recommend this hotel to anyone visiting the area, there are much better hotels for the same price.

My husband & I were on a bus tour to Niagara Falls right after Thanksgiving. We stayed two nights at the Radisson. The facility is very nice. Our rooms were ready when we arrived. We weren't sure what to expect since the rooms had been booked for us. The bath area was extremely spacious & clean and included a magnifying mirror, which I love for putting on make-up. We had breakfast at Tony Roma's each morning, which was delicious! My biggest disappointment was it was 47 degrees & I wanted to feel some cold temps & see ice around the falls!! I'd definitely stay here again.

I had to do a mileage run before the end of year at the Radisson, so I decided to take some friends down to Niagara Falls to celebrate Christmas together last Saturday. I booked us a Fallsview room and we got a very nice two queen-sized Sleep-Number bedroom for a great rate. We checked-in around 930PM Saturday night, and I got the room keys very promptly. Very good service, they recognized my status and I was underway to dinner. After dinner (because we were starving), we got into our room and was delighted that everything was clean and in good shape. After we got changed, we went out to party :)

The Radisson was kind enough to allow us a late checkout (noon). My freinds and I liked the Sleep-Number beds a lot! Overall, the rate was great, facilities were nice, and the service was good. All in all, a very smooth stay. Will stay again.

The only complaint was that overnight parking was $20! If it weren't so cold, we would have parked at Fallsview Casino ($5) and walked back to the hotel.

Next time, we're going to get the jacuzzi room!

We recently stayed at the Radisson (Nov 26-27, 2011) and were very disappointed with how our stay began. A group of us reserved 5 rooms to meet for the weekend in Niagara Falls (we were all coming from different areas in Ontario).

My husband and I went to the hotel early to try and check in and sort the rooms (as all 5 rooms were booked under my name). We arrived at 230PM and were advised the rooms were not ready – that was ok as we were early. We said no problem and advised the front desk agent that we would return for check in at 4PM (front desk confirmed that was the check in time).

We met up with our friends in the lobby around 415PM, waited patiently to be served and when finally served at 440PM (a 25 minute wait in line), we were advised by the front desk agents (three different agents were checking each of us in) that 3 of the rooms were not yet ready. When we asked why a room that is reserved in advance and check in time is noted as 4PM would not be ready at almost 5PM? The response from each of the 3 front desk agents was that they were at full capacity. This didn’t seem to answer my question or provide a solution to the issue.

If a hotel, while at capacity, cannot provide rooms at 4PM as the noted time of check in, then the hotel should not be putting themselves in such a position (selling rooms to capacity). This was not an acceptable response, and it did not explain the reason for the delay or provide a solution to the issue at hand.

The Radisson clearly notes their 100% Guest Satisfaction Guarantee as follows:

If you aren’t satisfied with something, please let one of our staff know during your stay and we’ll make it right or you won’t pay. It’s Guaranteed.

This guarantee (let one of our staff know and we’ll make it right) was not upheld. We asked numerous times why the rooms weren’t ready (dissatisfaction was noted as we needed the rooms to get ready for dinner – we had reservations) and yet of the 3 front desk agents we asked this question to none even tried to make it right (we even tried to offer a possible solution– provide us with any other room available).

We eventually were provided Room 3 at 5PM, Room 4 at 515PM and Room 5 closer to 530PM. We had dinner reservations at 6PM (of which we had to leave the hotel at 545PM) so this made the start of our trip quite chaotic having to make available our rooms/bathrooms to our friends who did not yet have their rooms and everything was rushed – not the way we had imagined our relaxing evening to start out.

I contacted the hotel following our visit (via email to express our concern in hopes that once made aware of our disappointing experience that this would not happen again in future to others), and the hotel's response was as follows:

I received a call from the Hotel Assistant Manager advising the following:

1. The hotel called the room shortly after all were checked in and 3/5 rooms answered and said everything was ok.

(I explained the rooms were in fact ok but the issue wasn't the room being adequate it was the fact the room wasn't ready when it should have been. I further explained - if you raise a concern to 3 different individuals at the front desk (in person!) and are told 3 times that the room isn't available because it is a busy night, why would one raise the issue again via the phone when we were finally in our room? - instead I wanted to raise a concern in writing to management following our stay)

2. The Assistant Manager explained that the hotel was very busy and said just like other hotels, they book up and guests leave late, and they weren't able to have all rooms ready adding "I travel a lot and this happens"

(I responded that providing a client with a response of "we are at capacity" is not professional, if a hotel is not able to handle full capacity then don't sell to full capacity, it is not the client's concern that the hotel is full - however The Radisson is making the client deal with the repercussion of the issue (not having their room on time - 1hr plus wait! I also advised that I travel for business 80% of the year and have never to date had an issue regarding a posted check in time, rooms are always ready for the posted time of check-in).


Clearly The Radisson has a lot to learn about their customer service, and for that reason we would never return.

The rooms were ok (dated but clean) however the start of the experience and lack of care following makes it clear this is not a good choice for a hotel in Niagara Falls.

Lisa Donegan Baetz (lisadonegan@hotmail.com)