Oakes Overlooking The Falls

I want to recognize Mohammad for the outstanding customer service he provided. He truly went above and beyond to make our parents’ anniversary special. He gave us several room options and helped us choose the best one at a great rate. Thanks to his kindness and professionalism, we booked three rooms back in February. On July 6, I called to book a fourth room for a senior couple traveling with us. Sadly, one of them had recently been diagnosed with cancer. Although we couldn’t receive the same rate and had to pay approximately $300 more, we still booked the room. As our trip approached, her condition worsened, and her doctors advised that she could no longer travel. We contacted the hotel before the July 26 cancellation deadline, explained the medical situation, and requested to cancel the reservation. According to the hotel’s cancellation policy, the reservation was still eligible to be cancelled without any charge. Unfortunately, the manager did not honour the hotel’s cancellation policy. Instead, our credit card was charged approximately $1,000, and we were told the amount would only be kept as a hotel credit that must be used within one year. What was most disappointing was the complete lack of empathy and compassion shown during such a difficult time. I understand that policies exist for a reason, but they should be applied fairly and consistently. In this case, the hotel’s own cancellation policy was not honoured, despite us cancelling before the deadline. The contrast between Mohammad’s exceptional customer service and the manager’s handling of this situation was heartbreaking. Mohammad is a true asset to the hotel and represents what genuine hospitality should be. Sadly, the manager’s actions overshadowed an otherwise wonderful experience. If I were rating only the manager’s handling of this situation, I would have given 0 stars. The only reason I am giving 2 stars is because of Mohammad. His professionalism, kindness, and exceptional customer service truly stood out and made a positive difference. He is a tremendous asset to the hotel.

We had a wonderful stay at the Oaks Hotel July 30 perfect weather an amazing view of the falls . The staff were very friendly and courteous and helped us with an issue from our booking agency. Nove went out of her way to make her stay perfect. The room was very clean. So thank you to all the staff as well. The hotel was perfectly situated for our dining for the evening at Copacabana. Thanks again to the Fallsview hotel and Nove making our stay perfect

Great costumer’s service clean room overall experience was excellent I will definitely come back here for my next trip to Canada 🇨🇦