Wyndham Grand Fallsview Hotel

The staff was very friendly. Britanny was especially hospitable by offering us an upgraded room (since they weren't overly busy) and a bottle of wine to celebrate my husband's birthday. What a special added touch!

Liked: The room was great - heart shaped jacuzzi!
Disliked: Clarity on the original price for the room. I saw it advertized as $67 plus tax and thought the final total was $76. It was actually $76 plus tax which was a surprise. But they had given us an upgrade when we arrived so it certainly was worth $94. total.

The room was very comfortable with a couch and chair. Amenities were good. An enjoyable stay.

Liked: The walkway to the Casino.
Disliked: None.

Exceptional

DISASTER!!!! HORRIBLE!!!!!!!!!! RETURN OUR MONEY

Liked: NOTHING
Disliked: I booked this hotel way months before our travel date and just two days before our arrival, I have received a message in booking that they are moving us to another hotel which is the EMBASSY SUITES HILTON hotel due to the wildfires in Ontario. They have assured us through booking that we will be provided exactly the same hotel rooms that we have reserved however, they LIED!!!!Upon arrival to embassy hotel, the receptionist wasn't even welcoming, he's a complete jerk!!!FYI, I have booked for 2 rooms with 2 Queen sized beds each and what we've got upon checking in our rooms was completely disaster:1st rm - It was a dirty room with a big fly, visible dirts all over the walls, bottled of cans & water under the beds & spider &his web2nd rm - 1 king size bed, also with a fly and dirty.I went down to speak with the receptionist but this time I've chosen the one with the Hilton members sign as I thought she's nicer. As a matter of fact, she's not accommodating as well and just redirected us to another woman whom I believed was in a higher rank as her clothes was a bit different. Upon talking with her for 30 mins. she finally said that the other room will be changed to a 2 Queen size beds which is exactly what I paid for. So, the problem for the 2nd room has been solved somehow. However, for room no. 1 since they have given a 3 beds she doesn't want to change it. At first, we didn't know that it was dirty as we just left all our luggages and went out as we need to move our car to the parking area w/c is far from the hotel. When I got back, my husband and son had told me that they have found bottled cans and water under the beds and showed me all the dirts on the walls. I was so exhausted already and after I need to come down again to report it as nobody was even answering their phone. It took 30 mins waiting time in the elev just to go down.

Glad to find some exceptional...

Liked: The supervisor of parking was outstanding. Cathie fixed a problem created by Wyndham bumping our reservation and creating a problem for us regarding parking for the show we were attending at the OLG Stage. Great example of looking out for the customer. We attend several shows a year and look to stay overnight in Niagara Falls.
Disliked: Told not to 'worry' about parking only to discover that it was an issue at the substitute hotel.

Pleasant

Liked: Location
Disliked: Elevator doors take forever find someone to program them or update the system altogether.

As customer service

Disliked: I booked this hotel but was switched to embassy suites due to the evacuates from wildfires were staying at the hotel. Not a big fan of embassy suites, mold in the bathroom, room wasn't overly clean and also outdated, front desk staff weren't great and helpful when came to check in. I asked to get new towels in the morning of our second day but it wasn't done, I didn't even ask to clean our room, I just asked for new towels and I had to call the front desk again. I will suggest not to stay at embassy.

Exceptional

Very good

Liked: It was perfect.
Disliked: The hotel was too busy. Waiting time for elevators was long.

Disappointing

Liked: Location
Disliked: Elevators, breakfast, housekeeping was horrible.

Bad