As of 10/8/2019 this hotel switched to Hawthorn Suites. The social hours are only one day a week with no beer and wine. Shuttle service is limited hours. Pool has been down for maintenance. I miss Staybridge Suites.
In short, the hotel was fully booked and we think a large group was staying there. They didn't seem able to handle the large group which affected everyone else staying there. We checked in during dinner time when they hold a manager's reception. There were a number of people waiting in line for pizza and as soon as a half or whole pizza was brought out, it was gone as fast as those waiting could take it. We didn't even go up to our room at first and just went out to dinner. When we returned to our room, about 1.5 hours after we checked in, even our kids immediately noticed it smelled musty. The carpet seemed damp as well. We requested a different room but the hotel was booked. The staff offered us additional points for the imposition, which we appreciated. After cranking the AC and opening the window, the carpet eventually dried and the musty smell abated. Our guess is that the previous occupant had a pet and they had treated the carpet. However, the carpet most certainly had gotten worse before it got better. There were a number of details that make a hotel stay better or worse; in this case, they worked against us. There was no ice machine. The refrigerator in the room only had ice trays in the freezer so we didn't have any ice. There were no towels at the pool and we had to request them at the front desk. The WiFi was extremely slow, to the point of being unusable at times. (I wasn't trying to stream anything) When I went for breakfast in the morning (during what is advertised as their "slow" time), it was obvious the large group had just passed through. Every single table in the dining area was covered in dirty dishes. The two men working the breakfast were working hard to replenish the food, dishes and utensils but had not yet caught up. I had to clear a table to sit down, and eventually the employees were able to come clear tables. One of the juice machines wasn't filled - it dispensed water instead of orange juice. It's possible we just came at a bad time when they weren't prepared for the effect of a one-time large group; it's also possible they are not managed well enough to handle a full hotel.
Booked a one night stay for last night.
I specifically chose this location because the website says you have a pool and a hot tub.
I actually called in advance to verify and one other item. I have a very specific medical condition that prevents me from using sugar and conventional substitutes, therefore I use honey at breakfast. When I called I asked about honey, and verified like all other IHG properties that you do have honey.
After a long day yesterday went to the pool at 730pm; no towels, no lights, AND the hot tub was not working. I went to the desk to report, and she called maintenance. Twenty five mins later towels arrived, and he began investigation of the power problem with lights and hot tub. I remained until 850pm, still dark no lights and no hot tub! Also, when the maintenance man left the pool area, he left the door to the power room propped wide open, probably not a good idea, a safety violation that put you in significant liability. Also, I would think that if there is a power problem in the pool area, would make sense to empty the pool; there were maybe six children in the pool. What would happen if there were a short in relation to the pool while it is being worked on?
This morning I was told at breakfast you don’t have honey. From 830/900 there was no brown/wheat bread, and many items were consistently empty.
My ihg profile indicates a request for high floor room near elevator, but was placed in the room furtherest from elevator 341. Finally, the WiFi strength in 341 is ‘hopeful’ at best.
Stains & mold.
As a long time rewards member, very disappointed.
Sent emails and two calls to GM Stephanie, no response
To start I was pleased with the staff, especially Mandzie and Taylor. Getting an upgrade with platinum elite straps helped
I believe it was Taylor, who recently started in the kitchen area. My family has dietary issues and he went above and beyond to help us know what we could and couldn't have in the breakfast area. He mentioned that in the next meeting with management, he will address my thoughts on how to be more "dietarily" friendly to people like us.
Mandzie greeted us and was terrific. Gene was helpful too.
The free airport shuttle is great, but know the hotel is about ten minutes away, not across the street like other hotels.
We didn't get to the pool this time.
I do think the hotel rooms are in need of upgrading. The TV options were good (Yay) but the cabinetry, the broken stove element (one worked one didn't) and the worn sofa scream reno.
I would stay again for a short stay.
Budget hotel with swimming pool and gym
Bathroom is spacious
Staff attitude is good
Niagara fall is 30 Mins away
Personally I can't sleep well due to more relaxing bed.