Ramada by Wyndham Niagara Falls Near the Falls

Mice - Dirty Rooms - Bad Customer Service Unfortunately, our experience with the Ramada Near the Falls was very disappointing. Before checking in, I called the Ramada and inquired about parking fees. I was told by a representative that there is no charge for parking as it is included in my package. Upon checking in, the concierge accused me of calling the wrong number and charged us $20/night for parking. I confirmed that I did call the correct number and was still charged the fee. It was not up for discussion. We booked a premium room, specifically the King Jacuzzi Suite. We were completely thrown off by the clumps of hair we found in the Jacuzzi and did not use the tub during our stay. In addition, the TV in the room did not work. It would turn on for a minute or two before overheating and powering down. Furthermore, on the first night of our stay, we got off the elevator and saw a mouse scurry across the hallway. We were extremely paranoid about the mice entering our room at night, so we barricaded the door with towels. It was a restless night, to say the least. Upon checkout, I wanted to bring up these issues I had with our stay with the concierge. Not only was nothing offered in terms of compensation but she did not once apologize for the inconvenience. The manager was not in the hotel at the time so I called the following day to speak to him personally. I was appalled by the terrible customer service and utter disrespect during this conversation. He said that he could not take my word for any of the events that transpired during our stay and that he needed proof, even though I had photos. I informed him that I did speak with the concierge upon check-out and was dismissed. He said that if he were to see the mouse personally, I would have been comped my entire stay. But, since there is “no evidence” he will not be taking these allegations seriously which I find extremely disrespectful. I also asked him to refund our parking since I was misinformed by one of his employees and again, he declined since there was no proof. I reminded him that all calls are recorded, something the Ramada makes very clear at the beginning of each conversation. He told me to come back another weekend to give them another chance and that he would do something special for us. Absolutely not! I can’t fathom the fact that we spent over $400 on a hotel with such terrible customer service, unhygienic rooms and infested with mice. I am extremely disappointed.

The rooms are clean, and the staff are exceptionally friendly. We traveled all the way from Alberta to spend the New Year in Niagara. Despite arriving earlier than the designated check-in time, we approached the front desk to inquire about the possibility of an early check-in. To our delight, the staff was incredibly accommodating and promptly arranged a room for us, allowing us to rest after our lengthy journey. I highly recommend this hotel for its outstanding service.