My husband and I booked a one-night getaway in December for some last-minute shopping and a little escape from the kiddies. The hotel has a great location and Niagara Falls NY seems much nicer and spruced-up all around the Casino (Seneca) area. The hotel is quite old, but has has some renovations. The staff told us that it used to be a Crown Plaza. I think it has 6 floors and it is huge - a giant horseshoe shape. Basically that means it is a long walk to the elevators. Not really a big deal most of the time. The room was clean and customer service was good. We ate at the restaurant in the hotel. Bed was comfortable and the rates are reasonable.
The issues we had were:
No hot water...I mean NO hot water. We let the shower run for 30 minutes and then finally called the front desk who told us to keep the water running until it gets hot. Another 30 minutes went by before the water was warm enough to shower with. Good thing we didn't have a dinner reservation or we would certainly have missed it. We woke up Sunday morning to no TV - all of the channels were gone...apparently they were having issues with the satelite??? Of course, we had no hot water again, the towel holder in the bathroom fell off the wall, and two of the outlets in the room did not work.
So - ok - it was a bad experience - HOWEVER - we did have a mantenance guy come up to the room to take a look at the issues and filled out a report. When we went down to the front desk to check out, we calmly reported our issues - really not expecting more than a "we are sorry, here is a coupon for another stay" which seems to be the standard response at many hotels. Instead, the front desk staff immediately apologized and told us that we would not be charged for our stay. Amazing customer service!
We understand that Sh*& happens and sometimes hotels can't control everything - especially if they are trying to renovate a very old hotel. The way the Sheraton At The Falls handled our situation was professional, courteous and surprising. We have already booked a return stay at this location and are more than willing to give this hotel another chance.
- Crowne Plaza Niagara Falls
- Niagara Falls Crowne Plaza
