There were no bath towels in our room. Unfortunately, I didn’t notice until the morning. Called the front desk twice, stopped down at the front desk once. When I stopped down at the front desk the employee literally said “oh yeah I see you called twice.” Was told each time, over a nearly three hour time period, towels were on the way, and they never came. Avoid this place if you like to shower.

Our next stop was Niagara Falls. We reserved 2 nights online. After arriving, the parking lot was full. They do have a back parking lot. When you park and check in, they will give you a tag to put inside your car so it won’t be towed while it is there. It did not cost anything.

As we checked in, neither of the front desk staff had on masks, even though there were signs that said staff would be wearing masks; Vaccinated guests, no mask needed; unvaccinated, wear mask. The female that checked us in was not friendly, welcoming, or interested. She had dyed light hair, drawn on eyebrows and spoke with an accent. She was quick to say there would be no cleaning of rooms or replacement of anything unless we were staying for 3 nights. I asked, what if we needed towels or the trash emptied. She said housekeeping still would not come in. “Leave what you need changed outside the door and they would replace it”. I asked for clarification and with disbelief in my voice said, “You mean that you just put dirty towels and trash in the hallways and it stays there until housekeeping comes to get it?” She said, Yes.

What a terrible first impression for this hotel. The only staff I saw that had on a mask was a black man who came from an area (office?) behind the front desk to assist another guest.

After we got our keys, we checked out the room. It was nice, spacious, and seemed clean. This hotel is in a good location, and it was easy to get around to the various sites in the area. The décor was nice and I had no complaints about the room.

In the evening we attempted to dine in the hotel restaurant. We were behind a young couple. There was no one at the front podium. After waiting over 10 minutes as the staff (waiters, bartender) glanced at us and walked by without anyone acknowledgement, I walked into the restaurant to ask a waiter where the host(ess) was. The bartender said, someone will be back in a few minutes. Went back to the line, waited another 5 minutes. I was walking towards the back again when a young black guy comes up and asks the couple in front of us if they had been helped. No, they hadn’t. They had reservations and he told them it would be a short wait. They had been on time. We were next, we did not have reservations. He told us he didn’t know if he could get us seated anytime soon, it was busy. I asked why there was nobody working the front to acknowledge guests. He apologized and said he was trying to help in another area. He was pleasant and courteous, but this is an unacceptable way to run a restaurant. The bartender who saw both of us at the front should have acknowledged us and have someone go get the host to let him know people were waiting.

Now, the towel and trash situation. As unbelievable as this “policy” is, evidently others had been told the same thing. See attached pictures. I don’t understand why housekeepers could not replace towels and empty trash when guests were out of the room. They wouldn’t have to make up beds or anything, just do those basic steps. Stop blaming the pandemic.

Anyway, I called down for extra towels. When we came back to the room they had put the towels ON the floor outside our door, without even putting them in a plastic bags. Soooo, clean towels on a floor where everybody walks. Gross! There seemed to be plenty of housekeepers (saw 6 together and only 2 had on masks) the following morning. I’m sure there must be a lot of savings with cost of laundering and staff pay.

The poor rating has to do with the mediocre customer service and hotel cleaning policy. I consider myself easy to please. Make sure I have clean towels, the room is not dirty, and an ice bag/bucket and I’m good. You would think with the downswing of bookings during the pandemic, hotel and hospitality staff would be exceedingly happy to have the return of business and jobs.

This situation can be easily turned around when considering how you want to present your brand. Train your front desk staff to be pleasant and if they can't, put them somewhere else. There is no reason your housekeeping staff can't empty trash and replenish towels for ALL their guests staying more than one night.

Great stay! Very hospitable, knowledgeable, patient, and personable. We enjoyed the brief stay. The pool was extremeKy chlorinated but obviously for Covid. Overall a great stay. Would love to go back to that hotel.