Holiday Inn NIAGARA FALLS - BY THE FALLS

My wife and I booked our rooms, along with two other couples, over a month ago. The two other couples were given rooms off the main corridor. We given room 103, which is directly on the main access corridor. The noise was terrible throughout most of the night. When I complained, I was given a cursory discount, which in no way compensated for the terrible room. The rest of our stay was fine. The staff in the bar and Coco's were really nice and helpful. The hotel was fine, but stay away from room 103. It should only be used as a storage locker! Also, I have attached a pic of the desk chair in the room. Really nice!!!

Summary: strong mildew odor ruined our stay. Staff are nice, but furniture and housekeeping need major work. The good: the front desk staff were nice, parking was free, and checkin/checkout were easy. The doors and walls were thick, so the rooms were relatively quiet despite being on the ground floor near the door to the parking lot. The bad: our family had two rooms, and one of them had a STRONG mildew smell. It was the worst in the bathroom, but the entire room smelled terrible, and we could even smell mildew outside the door in the hallway. We asked for another room but were told it was the only one left and that they were fully booked, even though we had checked in before 9:00pm. It was difficult to sleep because of the smell. The towels were not the source (towels smelled fine), so our best guess was that either there had been a water leak that wasn’t repaired or perhaps the bathroom had been mopped with a mildewed mop. The bed linens in that room also had multiple stains and did not look clean. The desk chairs in both rooms had the outer covering shredded/torn off in multiple places. This may have been a nice hotel once, but it was extremely overpriced given the condition of the room and housekeeping. I’ve never before shared photos of a hotel in a review, but this was so disappointing that I took photos to share here. It ruined part of our time at the falls. We would not stay again despite the nice staff.

Unfortunately, our experience at this hotel was very disappointing. While the property itself had potential, the staff made our stay unpleasant. We encountered multiple employees who were unfriendly, dismissive, and unhelpful whenever we needed assistance. We were stuck in a broken elevator for close to 45 min and staff was being very slow to help and extremely dishonest. It was extremely dangerous. Good customer service can make all the difference, and sadly, that was missing throughout our stay. We left disappointed and would not choose to stay here again based on the level of hospitality we experienced.