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“Service was terrible”

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The Holiday Inn Niagara Falls
Ranked #30 of 52 Hotels in Niagara Falls
Reviewed 4 November 2013

I collect IHG reward points so I was surprised when they would not allow me to collect points on this stay because I was on a group rate. This is the second time this has happened to me in last three stays at a Holiday Inn. Odd. Anyway, we got checked in, got into a really smokey smelling elevator and then the room keys would not work. Not a great start.

We got past that. We went to the breakfast buffet in the am. We took one look at the awful food that looked like it had been on the buffet for a very long time and decided to go the safe route and order off the menu. Bad idea. Terrible. The waitress treated our entire group of fifteen like an inconvenience to her.

That evening, the fire alarm went off at 3am. Nice. The entire hotel in the lobby in PJ's, most of us with 11 yr olds in tow. So we go out for breakfast the next am, outside the hotel, then come back to the hotel to find out that they were offering free breakfast due to the fire alarm. Thing is you had to go to the restaurant to find out!!
We asked for a late checkout, and got a real snippy front desk girl lecturing us on how she would have to give it to everyone if she gave it to us,e tc etc. Overall, terrible customer service. I would NOT stay here again.

  • Stayed: November 2013, travelled with family
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1  Thank bdaltybenn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gayle N, Front Office Manager at The Holiday Inn Niagara Falls, responded to this reviewResponded 10 December 2013

Dear bdaltybenn, thank you for being an IHG Rewards Club Member and for taking the time to post your comments on our hotel. We appreciate your loyalty and honest feedback. I am truly sorry for any inconvenience you experienced while staying at our property.
IHG rewards points can be earned while staying at group rates. I apologize that you were given that information. If you would like to contact us directly so that we may locate your reservation and administer your points, we would be happy to.
We take our members comments very seriously and always strive to provide comfortable and friendly accommodations. We hope that you will give us another opportunity to pamper you and provide you with exceptional service. Thank you again for your review and we hope to have an opportunity of welcoming you back again soon. Sincerely, Gayle Nowak.

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320 - 326 of 769 reviews

Reviewed 2 November 2013

Our trip could not have been better complimented than it was by the Holiday Inn Niagara Falls NY. This hotel is well managed and has an A+ staff! Lexi checked us in and her service was fast/friendly. Our room was well appointed and spotless. We are both familiar with hotels and were very impressed by the cleanliness and condition.

We were lucky enough to have the pool to ourselves and enjoyed it a great deal. The pool is heated and it is kept very warm and comfortable. The lobby area also has a full arcade which I regret not taking advantage of. The in-room coffee is very good but I recommend you try the café that opens each morning by the front desk. I don’t like to interact with people before my first cup of joe but I could have chatted with the woman working in the café all morning. Superior service all around.

To top it off, the hotel is in walking distance to the Falls. It is so close in fact that you can hear the Falls roaring as soon as you step outside the front door. We left the car in the Holiday Inn parking lot while we spent the days enjoying the area. I certainly recommend this hotel to anyone inquiring in Niagara Falls.

  • Stayed: November 2013, travelled as a couple
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2  Thank Jim D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 October 2013

We had opportunity to stay in this hotel for one night through our tour of Niagara falls, US side. It is a bit far from the falls, and that is the only downfall, otherwise it is a very good hotel for stay. Very comfortable beds, very nice bathroom, free wifi -good speed. I enjoyed my stay with my family.

  • Stayed: October 2013, travelled with family
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2  Thank NeerajVic
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 October 2013

Only plus is the location. All others are negative. 30 min wait time to check-in. No cleaning of room. Tea/ coffee maker available but no creamers or coffee powder. Reception and room service unresponsive.

  • Stayed: October 2013, travelled with family
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Thank Debasis67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gayle N, Front Office Manager at The Holiday Inn Niagara Falls, responded to this reviewResponded 7 November 2013

Dear Debasis67, I would like to thank you for taking the time to review our property and leave us your feedback. I apologize that your issues were not taken care of immediately while you were staying with us. I can assure you that this is definitely not the norm for our hotel. Our housekeeping and front desk staff pride themselves on providing superior customer service. I have forwarded your comments to our Executive Housekeeping and General Manager to ensure that we properly address the issue so that our future guests do not have the same experience. We hope if you return to the area you will choose our hotel once again so that we may show you how truly wonderful our property is. Thank you again, Sincerely, Gayle Nowak.

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Reviewed 22 October 2013

I stayed in Holiday Inn Niagara Falls in October 2013. The main advantage of this hotel is proximity to all main attractions of the U.S. side of Niagara Falls. Just leave your car in the hotel's parking lot, and simply walk to the falls Observation Tower, Maid of the Mist tour, Goat Island, Ontario river rapids, etc. You Canada is within walking distance from the hotel - just walk the Rainbow bridge (and have the best views of the falls at night from there)! The room was neat and clean, no complaints about the service, the restaurant in the hotel is very good for breakfast (buffet).

  • Stayed: October 2013, travelled as a couple
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3  Thank NJVoyager
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 October 2013

Out of the hundreds of hotels I have stayed in, this was probably the dirtiest. I've learned my lesson multiple times with holiday inn. Don't stay there. They didn't even have a sign to get to the stairs. And when we did find them they were poorly lit. We left this hotel feeling dirty and disappointed. Couldn't even get a good night's sleep. All you could hear was a running to toilet and slamming doors all night. Oh, and our toilet leaked all over the bathroom. Gross. The mini fridge was also full of water. It looked like the furniture had never been wiped down. There were sunflower seed shells all over the floor, and we did not have those. The bathroom is very small and smells like a portapotty. And when you are in there if you are talking the people in the next room can hear you. Stay away from this hotel.

Room Tip: Don't stay here
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  • Stayed: October 2013, travelled with friends
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3  Thank DeRy31
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gayle N, Front Office Manager at The Holiday Inn Niagara Falls, responded to this reviewResponded 4 November 2013

Dear De Anna B, Thank you for taking the time to leave your feedback regarding your recent visit at our hotel. I am sorry that you found your guest room to be dirty, I assure you that this is not the norm you should expect from our hotel. We pride ourselves on providing immaculate accommodations and making our guests feel welcome. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve. Sincerely, Gayle Nowak

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Reviewed 19 October 2013

The location couldn't be beat, walking distance to Goat Island and the falls. This is an older hotel with very small rooms, but we were aware of that when we booked. Our room had been remodeled sometimes in the past but could still use a face-lift. We had a long drive the day we checked in, so ordered burgers from room service. At least the service was fast. The medium burgers were charred, small, and tasteless. We had requested a room with fridge and microwave; the fridge wasn't working and the microwave non-existent. Maintenance did get the fridge going again and brought up the microwave. When we checked out we found a $10 per day charge for microwave rental. This fee was never mentioned before checkout. We would have still rented it, but it would have been nice to know up front. There was also a charge for local calls which was not noted any place. Only one elevator was working so getting up and down could be a long process. Overall I would stay again due to the location not due to the rooms.

  • Stayed: October 2013, travelled as a couple
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Thank sfzCentury
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Gayle N, Front Office Manager at The Holiday Inn Niagara Falls, responded to this reviewResponded 4 November 2013

Dear SfzCentury, Thank you for your considerate review. We are delighted to know that you liked our location and found it convenient to access all of the Niagara Falls attractions. I apologize that the food you received from our restaurant was unsatisfactory and that you had billing issues with your room. We rely on you our guest to let us know how we are doing and how to better meet your needs. Please be assured that all comments are acted upon and used to improve the products and service we provide to our guests. Thank you again for your feedback, we look forward to your next visit. Sincerely, Gayle Nowak.

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Additional Information about The Holiday Inn Niagara Falls

Address: 114 Buffalo Ave, Niagara Falls, NY 14303-1211
Phone Number:
Region: United States > New York > Niagara Falls
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #30 of 52 Hotels in Niagara Falls
Price Range: £53 - £181 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — The Holiday Inn Niagara Falls 3*
Number of rooms: 189
Official Description (provided by the hotel):
Our Niagara Falls hotel offers the perfect location on the New York and Canada border Welcome to the Holiday Inn Niagara Falls hotel. Located at the Ontario, Canada and New York border, our hotel at Niagara Falls is close to not only the falls but many other area attractions as well. Leisure travelers can enjoy our location because of its close proximity to the Niagara Falls. Our hotel puts you right at one of the most beautiful wonders of the world. Other attractions within five miles of our property include downtown Niagara Falls, the Maid of the Mist Boat Tour, Goat Island, Cave of the Winds, the Niagara Scenic Trolley and the Aquarium of Niagara. In addition to its close proximity to area attractions, our hotel near Niagara Falls is also close to many corporations, including the New York Power Authority, Americom, Noco Energy and Olin. In addition, the Niagara Falls International Airport (NIA) and the Buffalo International Airport (BUF) are less than 15 miles from our hotel. If you're looking for a family hotel in Niagara Falls, you've come to the right place. Our accommodations have your comfort in mind with amenities that include a heated, indoor pool and a fitness center. Other amenities include an on-site restaurant, a 24-hour business center and complimentary high-speed Internet access. When looking for the best Niagara Falls hotel, end your search at the Holiday Inn Niagara Falls. ... more   less 
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Also Known As:
The Holiday Inn Niagara Falls Hotel Niagara Falls
Holiday Inn Niagara Falls
Niagara Falls Holiday Inn
Four Points Niagara Falls

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