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Reviewed 5 April 2018

For some reason Booking.com cancelled our reservations. I still had my conformation number but if you have no rooms you have no rooms. After speaking to one receptionist she did not help us but the second one was great. Got us a room and took care of us for the rest of our stay. Great Place. Will recommend to anyone to stay there. Thank you

  • Stayed: March 2018, travelled with family
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Review collected in partnership with this hotel
Thank lpharr387028
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
nicole f, General Manager at Oakes Hotel Overlooking the Falls, responded to this reviewResponded 7 April 2018

Thank you for sharing your review with us, we are sorry that there was a problem with your booking, our goal is to help in any way that we can.
We are pleased that the agent was able to help get things in order and make your time with us fun and memorable.
We look forward to your future return!
Nicole

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 April 2018 via mobile

We were so looking forward to a couple of days in Niagara Falls. As soon as my fiance made reservations the hotel charged his credit card. $109 per night for 2 nights became $299. Checking in they wanted $30 + tax per night for parking and a $250 damage deposit. The swimming pool and the fitness room were closed for maintenance and unavailable for our whole stay.
Our room was such a disappointment. It was filthy and not acceptable. The bathroom was ridiculously small and very poor lighting with wallpaper falling off the wall. The TV was smaller than our computer monitor.
The coupons that they give you end up costing you $$$$$. Our casino coupons were unusable as they gave them to us on our last night without proper explanation on how to utilize them.
The staff at the front desk were very unhelpful. One girl could hardly speak English. The only explanation from any of them was "I'm sorry". We heard this 'I'm sorry" so many times and no one was willing to do anything about our complaints.
We will never stay at The Oakes ever again and will make sure we tell everyone about our bad experience.

Stayed: April 2018, travelled as a couple
Thank Barb M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
nicole f, General Manager at Oakes Hotel Overlooking the Falls, responded to this reviewResponded 6 April 2018

Dear valued guest,

We are sorry that we let you down, we apologize that the information regarding the hold placed on your credit card was not explained to you.
Once a guest books and it is within 72 hours of the day of arrival we place a hold on the card for all charges and an extra security hold of 100.00 on the credit card.
The 250.00 is for debit and cash, this is returned to the guest upon departure once the room is inspected for damages and smoking.
We understand your frustration with the pool being closed, we must ensure it is always to the standards of the ministry of health and that all chemicals levels are followed so that it is safe at all times to swim in, you are a priority to us!
We hope to one day welcome you back

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Reviewed 4 April 2018

parking to expensive. staff not helpful. elevators very slow. Open your room door and u are right in the bathroom location is good. we stayed in several different hotels in niagara falls and the oakes by far is our least favourite out of them all.

  • Stayed: March 2018, travelled as a couple
    • Value
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Review collected in partnership with this hotel
1  Thank dcutaj388339
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
nicole f, General Manager at Oakes Hotel Overlooking the Falls, responded to this reviewResponded 6 April 2018

Dear valued reviewer,
We are sorry we let you down, we will work harder to correct the issues you experienced.

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Reviewed 4 April 2018

The rooms should have a small fridge; also we should be informed that there will be a $250 deposit upon check in; the surprise caused a hardship for our family upon check in after a ten hour drive.The view was awesome and the location was great;

  • Stayed: March 2018, travelled with family
    • Value
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Review collected in partnership with this hotel
1  Thank Wayne J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
nicole f, General Manager at Oakes Hotel Overlooking the Falls, responded to this reviewResponded 6 April 2018

Dear Wayne,
We thank you for sharing your feedback with our team, we are sorry if the information was missed when booking, we do require all guests paying cash/debit to leave a 250.00 deposit which is returned upon departure once room is inpected for damages and smoking.
All credit cards are held for the full amount of the booking and 100.00 extra dollars for the security.
We will look at all booking sites again to see if the information can be placed elsewhere so that you see if more clearly.
All information on policies and fee's is found at the botttom of each website, i know this is not ideal , we will speak t each comoany to see how they can help with this.
We hope to welcome you back again

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Reviewed 3 April 2018

Horrible cheap looking rooms. Supposedly I had the Presidential suite it was terrible. Smelly, old looking, cheap and had bed bugs on one of the mattresses. This hotel looks great in the pictures online but is a mess inside. One section looks like tenements in a 3rd world country. Oakes has a nice view on the observation floor but the rooms negate the view. Do yourself a favor stay elsewhere. You will be sorry.

  • Stayed: March 2018, travelled on business
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Review collected in partnership with this hotel
1  Thank aholt957735
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
nicole f, General Manager at Oakes Hotel Overlooking the Falls, responded to this reviewResponded 6 April 2018

Dear Alexis Holt

We have tried to reach out to you through our guest survey that you completed and by telephone to inform you that a professional pest control company was hired to investigate your claim. The company has provided us with a document clearly showing that this room is clean and has never had bugs of any sort.
We are more then happy to email you a copy for your satisfaction., we ask that you remove your false and misleading review.

Nicole

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