Where do I start with this review. I don't have anything good to say. I had booked a trip with ebookers who recommended this hotel over another one. We stayed in the other hotel for one night and moved to this hotel for 4 nights.
First impressions were dull. Checked in to our room, which was just vile. The room stank. The carpet was dirty. The ceiling was stained. The view out the window was of nothing but a crane and a demolished building. I rang down to reception immediately and told them I just couldn't stay there. They told me I could upgrade for x number of dollars to a better room. I told them I just wanted a different room. Our new room wasn't going to be ready for 5 hours (check-in apparently was 4pm, even though we had been told by ebookers it was 11am). The concierge was very keen to get us out of the hotel for the day so sent us off on a trip to the Niagra Falls which didn't have us back until midnight. I had intended going to the Niagra Falls but I would have preferred to have planned it for a day that I wanted to go rather than feeling I was pushed in to going.
The new room was marginally better. It was a corner room with 2 windows so was bright and didn't smell! We still had a crane outside this window...obviously a lot of building work going on around!
The hotel was undergoing renovations so the drilling started at 8am. I don't enjoy being woken in such a manner when I'm on holidays. If I had known it was under renovation when booking, I wouldn't have booked it as I was on a break and wanted to get up at my own pace in the morning, not to have to jump out of bed because I couldn't stand the noise any more.
The restaurant was awful. We were the only people eating in it one evening and even at that, the staff didn't pay any attention to us and took a long time to clear our plates.
We then had the pleasure of the fire alarm going off at 6am one morning. I was awoken by a noise I couldn't put my finger on which seemed to go on forever. Eventually I tried to ring down to reception - no reply. Rang conciereg - no reply. I would say that this alarm had been going off for 5 if not 10 minutes when eventually a message was played asking everyone to evacuate the building, the fire alarm had been sounded on the 10th floor. Being on the 14th floor, it wasn't too pleasurable running down the stairs half asleep. We no sooner gathered outside when we were told we could now go back in to the hotel. No explanation was given by the staff. People asked if they could have coffee or a breakfast and they were told that those facilites weren't available. The lifts were also out as a precaution because of the fire alarm. We therefore had to turn around and walk back up those 14 flights again.
I did not find the staff in any way friendly.
The best part of my stay in this hotel was checking out!!
I complained to ebookers when I came home. The hotel made no apologies whatsoever for all my complaints. I had mentioned the fire alarm in my complaint (which wasn't necessarily their fault but it was just the icing on the cake for me). Their response was that at least I could see that there was a good system in place responding to the alarm being activated.
I most certainly wouldn't recommend this hotel to anyone.
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