We went to this hotel this past weekend, I read the reviews on Trip Advisor and they were positive for the most part, plus it was listed as a four stars.
When we arrived the neighborhood directly around the hotel was a little run down, to the point that I thought the Navigation system had made a mistake. We parked at went in to check in, the hotel itself was nice when you walked in and we were able to get our room keys quickly from a very helpful attendant.
We go to our room and it was good, a nice size, whirlpool tub and fireplace. They had put a lot of time and money into the hotel at one time but the down side was the little things. The wooden floor boards had been warped by people walking on them with wet feet, but instead of fixing the issue properly Sterling had screwed them boards down to the floor and it looked very bad and some of them were a hazard for hurting your toes. The bed was very firm, this could be just my preference but I had a hard time sleeping. The TV remote didn’t work properly, the channels and volume worked but not the power button.
The location was not what I had hoped for either because it was about a block from Clifton Hill. Great if you have children but I thought it was a bit closer the Canadian Falls and the Casino, but it was about a 10-15 minute walk though an iffy looking part of town. On the way back after dark we chose to walk down the hill, along the falls and up the hill again rather than walk that area at night. A shuttle service to the casino would have been nice.
In continental breakfast was included in our stay but it was pretty minimal and not done very well. It was a croissant, which was the highlight, good quality. Next was a yogurt, with cornstarch and a lot of added sugar. The eggs were listed as “Chef’s Choice” which was an over cooked hard-boiled egg. A weak and small portion of granola that tasted stale. Coffee rounded out the meal and it was good. To give some context, we ate the croissant had some coffee and then when out for breakfast. If this was any indication of the food served in the hotel restaurant I am glad we ate elsewhere.
The worst part of the weekend came when I went to check out. I booked the night before we left and I looked on at Sterling’s online site, which listed prices at $195 for a basic room and $220 for a higher-class room. I looked on some travel sites too and the prices were the same starting at $195. I called the hotel to make sure I could get a room on the second floor and the attendant quoted me price of $145 and I thought that was a good deal. I figured they were offering me this discount because an empty room doesn’t make them any money and I could book anywhere last minute. I walk up to check out and the bill listed the price as $245 as the price of the hotel room! I explained that I was quoted a price $100 less when I booked and there must be a mistake. The attendant told me there was no mistake and that was the price of the room, saying that I must have agreed to this price when I booked the room. I asked to speak to the manager but they were not in yet but I could come back later and he gave me their business card if I couldn’t wait. When we got back from breakfast, I went in again to speak to the attendant about the bill, explaining that on their own website it lists their most expensive room as $220 and online from third party sites I could book at $195, so why would I have agreed to pay $245? Hell for $245 I could have stayed at a much nicer hotel and room, with a great view of the falls! The attendant told me the manager had arrived to work and he when back to speak to them. The manager didn’t even come out to deal with me in person but instead allowed the attendant to walk back and forth between two different rooms several times before the agreed to lower the cost of the room to $195 and that this was an exception. What kind of manager can’t take a few minutes out of their day to deal with an unhappy customer? Isn’t that part of your job? Anyway I figured Sterling wasn’t going to honor the price they quoted me but it was the price I would have gotten had I book online and that was good as I was going to get.
Overall the room itself had some minor issues, but nothing that would have warranted a negative review in my mind. It was the service that we received, starting with the booking agent that didn’t enter the quoted price correctly in the computer system. The check out attendant that had no power to address the issue before the manager arrived. The absentee manager that couldn’t take two minutes out of their day to help resolve an issue with an client that assured me that I will never return to the Sterling Inn and Spa.
- Official Description (provided by the hotel):
- As Niagara Falls' only Boutique Hotel the Sterling Inn & Spa is a fusion between a luxury hotel and a Fine Inn. From the tranquility of our full service spa, to our fine dining restaurant AG offering regional cuisine in a cool urban setting, the Sterling Inn & Spa is truly an experience in its self. With amenities and rooms that cater to couples, it is the perfect place for a honeymoon or romantic getaway. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Odigeo, Agoda, Travel Republic (UK), Expedia, Hotels.com, TripOnline SA, Ebookers, 5viajes2012 S.L., getaroom.com and Cancelon so you can book your Sterling Inn & Spa reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Sterling Inn And Spa
- Sterling Hotel Niagara Falls
- Sterling Niagara Falls
- Sterling Inn Niagara Falls