Ramada Plaza by Wyndham Niagara Falls

Before making a reservation I didn’t realize there would be a huge amount of so called RESORT FEE plus relative taxes for just one night stay, but I admit that it’s my own fault for not paying much attention to the exact spot on the app where this additional tax will be due upon check-in. I also have to say many will be flocking to the confirmation stage just because the hotel put a nice price on the surface, and they do a good job for that kind of advertising. The room I stayed is a suite concept, which is nice. The cleanness is acceptable. However, i was charged 2.99 each for two bottles of water, which I never came across in my previous stays at other hotel chains.

Not only the misleading prices. The additional fees were charged three times. It took me 3 days to finally get an answer from a manager who offered me a refund the same day. Three dyas later I'm still waiting for it and trying to reach a manager...again. Worst customer service in my life.

Office staff are not friendly. Takes at least 15 minutes to take care anything at the front desk like fixing the key that doesn't work etc. etc.

I booked a King-size bed suite for Labor Day weekend from here and then read so many negative comments about it (well I normally read the reviews before booking a stay but this time was a last minute booking and I found a good deal with only a couple suites left so I booked it right away), so I was worried. As many reviewers wrote the line to check-in was long (it was 3:45pm when we got there), yet there was a note saying they are currently updating the system/software, and the manager did come out and apologized for the wait by saying she was short of staff. Also, before Starbucks closed the staff made some ice capp (sample size) for the line. Both the manager came out addressing the wait and the coffee were nice gestures. Throughout the 20 mins wait I did see a few transaction problems with credit cards not going through and booking issues from specific booking sites. When it was our turn, the guy who served us did not greet us but only asked for my last name and then told me there was a parking fee and resort fee, and told me 2 times that there would be a $150 deposit, which I knew beforehand, and then asked me to sign. From the indifferent facial expression on the 3 check-in staff I could tell they had a long (and possibly rough) day enduring the frustration from the technical issues and customers who might have bias from reading negative reviews before coming. While I am a customer expecting good customer service, believing they should portrait the expected professionalism, that includes at least a decent greeting and smile which I can normally get from a cashier at a supermarket, I would lower my expectation this time to not let anything affect my mood with my loved one for this stay. Maybe I had expected worse, but honestly this was actually not bad at all. (On our way up we came across 2 cleaning ladies who greeted us with smiles) So we got a suite on the top floor - I must say it is super clean and pleasant! The toilet tank has a little leak to the bowl so there is a small ongoing water sound but that is the only imperfect thing inside the suite. I am very pleased with the room. I read before about someone drank the bottled water and got charged, there's actually a price tag/note on the bottle. So to be fair people need to read for what is communicated to you. To make the resort fee well spent I had a swim before it closed (although it is expensive to pay $20 for a swim and it is hard to agree with such "resort fee"). Again, it was clean and pleasant. The water wasn't warm enough for small kids as I saw some could only stay for a few minutes then left, so it was good for real swimmers like us who could enjoy a small-kids-free swim time. Many booking sites said there is a sauna room but we couldn't find one, the staff at the reception said he didn't know there is one, and we caught another staff near the pool and asked and he said many years ago there was one but not anymore. The daily specials at the restaurant Don Cherry and the breakfast menu are costing nothing more than any other entry level restaurants/chain eateries nearby so I think it is good and convenient to just dine in downstairs, especially on rainy days. So I am writing this to provide a more balanced view. I believe many who think their expectations unmet would vent by writing a bad review, and I do believe bad experiences do happen, yet at the same time most won't care to share their experiences if things are fine and okay. For me, after reading so many negative comments I feel that I can give my honest review to show the other side of the coin - This is only fair for the hotel and the staff who did do a great job, like the staff, Eva, who cleaned our room, and those who stock the pool with clean towels and keep the area clean :-) (My deposit was clear upon check-out, unlike some reviewers wrote that they did not get back the money after a week) Read less

This hotel standard is very poor, I stayed two nights in this hotel and I payed $310 through Trip.com. As far as I know every hotel in niagara falls room gets clean and restock towels and cleaning supplies but, in my stayed the 2nd day all my family, we had to reused the dirty towels and sleept dirty bad sheets. This is not acceptable according niagara falls hotel standard. I called twice to get resolved this issue to reception and they refused to provide.

Terrible customer service at front desk and good luck trying to get a manager or anyone on the phone that can help. The only reason I'm not giving a zero is because 2 workers with in the hotel were super friendly and helpful!

Hotel was bit far from the falls but overall good service and good amenities in the room

Hotel is acceptable for one night stay. Only. The hotel is not clean at all. We get one room first and the bed was with many hair form previous client. There is lot of dust in the room furniture and elevators and corridors seems to be cleaned once a week. If you wanna have quick night stay is fine

Surprise charges when you arrive at the hotel even though prepaid. Rooms were not cleaned ahead of time or restocked. Toilet clogged first day then they finally fixed it but got sewage water all over the floor and never sent anyone up to wash it. I had to clean it myself with disinfectant.