Radisson & Suites Fallsview

**** After speaking the hotel staff at checkout, the deposit is $250 for debit card or $25 for cc. He will speak with the night team to make sure they clarify and they were very kind and I understanding

FOR REFERENCE - I REACHED OUT TO THE HOTEL PRIOR TO POSTING THIS REVIEW IN AN ATTEMPT TO FIND A MORE SATISFACTORY RESOLUTION AND RECIEVED NO RESPONSE. **** I booked two rooms for my family and my sister-in-law’s family (5 children and a dog) while we were in the Niagara region for a wedding. I chose this hotel because it could accommodate our group and a pet. I had no expectation of a luxury experience, but unfortunately the stay fell well short of what I would consider basic hospitality and customer service. We requested an early check-in because we needed to drop our luggage and get ready for the wedding. Around 12:30 p.m., the front desk told me that at least one room would likely be ready around 2–2:30 p.m., although they could not guarantee it. When I checked again at 2:30, I was told that an early check-in was unlikely. We therefore made alternate arrangements to get ready elsewhere. When I arrived at 4 p.m. (check-in time), only one of our two rooms was ready—even though earlier we had been led to believe that a room would likely be available by 2–2:30. There was also a mix-up with the room assigned to the family travelling with the dog, as it was not the correct configuration for five people. Given that we were already pressed for time, we simply worked around the issue. I was told that a later checkout should not be a problem given the issues we had experienced. The check-in process itself was also quite slow, and I ultimately missed the beginning of the wedding ceremony. When we returned after midnight, our second room was finally available, but the sofa bed had no sheets, blankets or pillows. Rather than having them in the closet or someone bring them to the room, we were told to go downstairs to collect the bedding ourselves. When I questioned why there had been so many issues with our reservation and asked to speak with a manager the following day, the response was defensive and I was told, “I don't know if a manager will be around.” The following morning, we called to confirm the late checkout we had previously discussed. We were initially offered only 30 minutes, and after pressing the issue were given one hour. The hotel advertises the ability to accommodate late checkouts of up to three hours. The room with the dog was initially being given an even earlier checkout, which would have left us with nowhere to keep our pet while we were still occupying the other room. I ultimately had to go to the front desk and explain the obvious problem before they agreed to give both rooms the same one-hour extension. Throughout the stay, it felt like the guests were continually being asked to accommodate the hotel rather than the hotel making reasonable efforts to accommodate its guests. We were remarkably flexible given the circumstances, but continued to encounter pushback and an unnecessarily difficult tone whenever we raised an issue. As a resolution, the hotel offered to waive one of our three parking charges. Given the number of problems we encountered, I felt this fell well short of a reasonable resolution. I understand that things can go wrong, particularly with a busy hotel. What was most disappointing was the lack of ownership, communication and willingness to find solutions. Unfortunately, based on this experience, I would not stay here again.

We did a trip with three persons for which we've booked 2 rooms, both with a kingsize bed each; we booked the trip via an agency. When trying to check in, the hotel told us that one room was cancelled. We checked that with the agency but they told us that everything is still booked and nothing was cancelled. After talking again with the hotel, they told us that the room was probably cancelled by a third party. The hotel "upgraded" us to a 4 bed room. To be fair, the room is okay, the personnel were very friendly, but still we paid for two separate rooms.