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“A great place but with inconsistent service” 4 of 5 bubbles
Review of Prince of Wales

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Prince of Wales
Certificate of Excellence
Toronto, Canada
Level Contributor
92 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
“A great place but with inconsistent service”
4 of 5 bubbles Reviewed 7 April 2014

We stayed there overnight to celebrate Spring... we were first delighted by the person who checked us in and surprised by a room larger than we expected... but then were so poorly treated when we went to breakfast the next morning! First we waited without being greeted, then we were taken to a table by a manager who didn't smile once, and then none of the servers paid attention to us so we eventually left without eating and went to another place. What a shame!

  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank Stephan S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kelly E, General Manager at Prince of Wales, responded to this review, 10 April 2014
Dear StephenS

Thank you for sharing your comments on TripAdvisor. We pride ourselves at the Prince of Wales Hotel in offering personalized service at the highest standard, and the details which you noted with our dining room is not the experience which we strive to provide to our guests. I will take the necessary measures to do an internal follow up with our staff to ensure that this does not happen in the future.

We hope this experience will not deter you from visiting us again in the future.

Kind Regards,
General Manager
Kelly Exelby
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,572 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (421)
Date | Rating
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English first
London, Canada
Level Contributor
31 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
5 of 5 bubbles Reviewed 6 April 2014

We went here for a winter getaway. First we had High Tea in Tea Room which was a really nice experience. We stayed in a Deluxe room in the main part of the Hotel which was really nice and clean. We tried the salt water pool and whirlpool and it was fantastic, we had the whole pool to ourselves . We went to the Churchill Lounge for drinks and snacks at night and it was nice as well. We had breakfast in the Restaurant in the morning and it was delicious. The hotel was clean and the staff was really friendly. I would go back in a minute.

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  • Stayed February 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank beachloverjc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kelly E, General Manager at Prince of Wales, responded to this review, 10 April 2014
Dear beachloverjc,

Thank you for taking the time to detail your experience at the Prince of Wales Hotel. I truly appreciate all of your wonderful feedback. It is through such thoughtful support and feedback like yours that our team continues to be inspired every day!

We look forward to hosting you again in the near future.

Kind Regards,
Kelly Exelby
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mississauga, Canada
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 1 April 2014

My company held its Annual General Meeting here last week. This is the third time since 2006 that we have used the Prince of Wales hotel as our AGM venue.

It is a beautiful hotel, with a lush and traditional feel. Every room I've ever seen is decorated differently. We held three meetings and a formal dinner, so there were many, many arrangements to make. The assistance I had was superlative.

I cannot say enough about the staff. The service is top-notch, they go out of their way to try and accommodate every request.

The food was great, the rooms are beautiful but, as always, it is the staff that will make or break any hotel. Again, I cannot praise the staff at the hotel too much. They are simply the best I have encountered.

  • Stayed March 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank JoRu28
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rochester, New York
1 review
3 of 5 bubbles Reviewed 1 April 2014

This was our second stay at the Prince of Wales, booked primarily because of our wonderful experience several years ago. It was to have been a romantic overnight getaway for my husband's birthday, but the premium king room with a fireplace left a lot to be desired. Only the top (no flames) of the small gas fireplace was visible from the bed, nor was it visible from the seating area on the other side of the room. The only way we could have enjoyed the fire would have been if we were sitting on the floor at the end of the bed. We tried to relax before dinner by taking drinks up to the room to watch one of the NCAA games, but the post of the bed cut through the middle of the TV screen (which could not be moved to an unobstructed position). The spa experience had also deteriorated. The pocket of my robe was ripped; my husband's robe was so small that he could not comfortably sit down in the "relaxation area". He was told they didn't have any larger sizes (although another gentleman in the area had one). He loved his deep tissue massage, but my facial didn't come close to the quality I have had at other resorts - it felt rushed, and the therapist left the room for the last 10-15 minutes of the 55 min treatment (to let the moisturizer soak in) - no foot massage either.

All personnel we encountered were lovely and the food was good. We probably should have asked to be moved to a different room, but were only there one night so didn't want to deal with the hassle. Unfortunately, we won't be back - will try the Oban Inn next time!

  • Stayed March 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank Joanne C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kelly E, General Manager at Prince of Wales, responded to this review, 2 April 2014
Dear Joanne C,

Thank you for taking the time to detail your recent experience at the Prince of Wales Hotel.

At The Prince of Wales we continuously strive to offer exceptional levels of service, it appears that we failed to deliver this to you during your stay. I am very sorry to hear you hesitated to contact the front desk to move rooms, they would have been happy to assist in making your stay more enjoyable.

If in the future you would like try staying with us again I would be happy to assist with your reservation to ensure a perfect stay.

Kind Regards
Kelly Exelby
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Detroit, Michigan
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 25 March 2014

It's great there is nothing to complain about. It's charm is overwhelming. Just go. Drink, eat, walk, shop. Eat again. Relax. In the most beautiful pool ever! If you want to go to the falls this is the best place to stay and the seven mile drive is so worth it.

  • Stayed April 2013
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank MissMooky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kelly E, General Manager at Prince of Wales, responded to this review, 27 March 2014
Dear MissMooky,

I agree"Just go!" Thank you for taking the time to post your review on TripAdvisor . I think your review says it all! I am so pleased to hear we offer everything to make your stay enjoyable. We hope you will join us again in the near future.

Kind Regards
Kelly Exelby
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Barrie, Canada
Level Contributor
37 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed 22 March 2014

We had a beautiful stay at the Prince of Wales Hotel celebrating their 150 year anniversary.
The staff is super friendly and helpful and certainly made you feel very welcome. The rooms were elegant and had everything you might need to make your stay comfortable. We enjoyed a delicious 3 course dinner and would certainly recommend this wonderful hotel to anyone for a beautiful get-away.

  • Stayed March 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Fran847
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Georgetown, Canada
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
3 of 5 bubbles Reviewed 22 March 2014 via mobile

This was our third stay at this property and we were previously married at another of the properties owned by Vintage Hotels. The hotel itself is beautiful and the staff is friendly and helpful. I feel like it is in the small details that can make an experience either exceptional or just ok. This visit was just ok. There was no acknowledgement of being a return guest. Previously there was a rose in the room, which I always thought was a nice touch, but this time there wasn't one and I saw many other people leaving with their roses. We had dinner at Escabeche included in our package and it was also mediocre. They do not have a cocktail list, which I found strange, service was slow and my meal was bland. It was busy so we were patient with the service, we enjoyed ourselves and my husband's meal was delicious.

I know I sound petty and picky, which I am actually not, but you expect a certain level of quality when staying and dining at certain establishments. Our last stay was wonderful and when we go back to NOTL we will stay here again, I just hope it is a better experience or it will be our last.

Stayed March 2014, travelled as a couple
Helpful?
Thank Hermy1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kelly E, General Manager at Prince of Wales, responded to this review, 24 March 2014
Dear Hermy 1,

On behalf of the Management team at the Prince of Wales Hotel, we would like to thank you for completing your review on TripAdvisor.

At the The Prince of Wales Hotel we continuously strive to offer exceptional levels of service. We are very sorry that we were not able to meet your expectations during your recent visit to our hotel. Please be assured we will share your feedback with our team members in an effort to ensure that our attention to detail continues to be consistant.

We hope you will consider us again whenever your travels may bring you to Niagara on the Lake.

Kind Regards,
Kelly Exelby
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Prince of Wales

Property: Prince of Wales
Address: 6 Picton St | P.O. Box 46, Niagara-on-the-Lake, Ontario L0S 1J0, Canada
Phone Number:
Region: Canada > Ontario > Niagara-on-the-Lake
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Niagara-on-the-Lake
#3 Family Hotel in Niagara-on-the-Lake
#3 Spa Hotel in Niagara-on-the-Lake
#4 Luxury Hotel in Niagara-on-the-Lake
#7 Romantic Hotel in Niagara-on-the-Lake
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Prince of Wales 4*
Number of rooms: 110
Official Description (provided by the hotel):
Distinguished leisure and business travellers alike seek the elegance and refinement of the Victorian Age embodied in this treasured landmark hotel located directly on the main street of Niagara-on-the-Lake. ... more   less 
Reservation Options:
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Also Known As:
Prince Of Wales Hotel Niagara-On-The-Lake
Prince Wales Hotel Niagara Lake
Prince Wales Niagara Lake

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