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Some Days (Inns) Are Diamonds, Some Are Stones

Go To The Hotel's Web Site Where: 5068 Centre Street, Niagara Falls, ON, Canada, L2G 3N9
August 2, 2006 at 9:00 AM | by juliana | 0 Comments

[ED. Note: One of our tipsters, Lindsay, decided to take a chance on the Days Inn Niagara Falls,, booking the room through Travelocity. Figuring it was a national chain, she thought her stay should be trouble-free. She was wrong. Here's her side of the story. Enjoy.]

First of all we are told this is a large king room with a desk and fridge. Well it was a king bed but the bedroom was more like a closet and the bathroom was so small the sink had to be in the bedroom. We are also told they have full cable television and high speed internet, we got about 10 channels, most of which were out by the time we wanted to watch tv (1 am or so) and the internet was wireless with a much slower than dial-up random wireless unsecured connection.

When we arrived we noticed a really loud dripping (heard over the tv and talking) but assumed it would stop when the rain did. Well around 2am when I wanted to go to sleep it was still dripping, tried to tough it out, but it was seriously so loud and I had the tv cranked. That is not okay, for a person not to be able to sleep in a hotel room, they have paid so much for. We contacted the front desk, who sent up security to confirm the drip and that it was coming from the floor above us. Thus, they could do nothing to fix it and had no empty rooms. They offered us $20 off our stay. Obviously we did not accept. We were told the manager would be in at 10am the next morning.

More on the Hotel Hell post-jump.

Well I didn't sleep so we went down first thing for breakfast. I was so exhausted I just wanted some kind of resolution so I went to the front desk. After a ton of yelling and making a bit of a scene they offered to clean another room for us, supposedly much bigger and definetly an upgrade. Well it was only bigger because it had two queen's instead of a king, not what I booked and I consider it a lower grade room, based on other hotels pricing schedule it seems they do as well. We finally got into that room at 9:30am. I thought I would be able to get some sleep but then they vacuum every room around us - above, beside, below. At this point I was so exhausted I did get about an hour of a nap.

At this time I really wanted to get most of my money back for the previous night. I figured I got 10-20% of a night of sleep so that is what I would pay from the normal rate. The front desk insisted they could do nothing beyond moving us rooms and possibly offering us an additional night stay, not useful since we do need to get back to work and we already paid for our next nights stay. I forgot to mention that it is 11am and the manager has decided not to come in for the day. I can't believe how this is being handled so I want all my money back and to check out today.

They finally agree, again after getting loud, but say they can't refund us until Monday since we booked through Travelocity and its apparently closed. Well our booking sheet says they are open 24/7 so I point this out the the girl at the counter, not useful since we do need to get back to work and we already paid for our next nights stay. I forgot to mention that it is 11am and the manager has decided not to come in for the day. I can't believe how this is being handled so I want all my money back and to check out today.

They finally agree, again after getting loud, but say they can't refund us until Monday since we booked through Travelocity and its apparently closed. Well our booking sheet says they are open 24/7 so I point this out the the girl at the counter, she says its not true, they are definetly closed. She won't try! We agree to leave within the hour and return to the room to call Travelocity and find out - they are open! And they CAN refund our money right now! At this point I am furious because I can only assume the hotel wanted us to leave the city and then never refund us the money. Why else would you lie to me when I have it in writing?

I am the first person to pass on recommendations for good products and services but this is THE MOST HORRIBLE customer service I have ever recieved, especially from a hotel. I am fairly well travelled, having been to many provinces, states and countries in Europe, and I have never experienced anything similar during a hotel stay.

Related Stories:
· Days Inn Niagara Falls reviews [TripAdvisor]

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