Jeff Beuermann

Review of Marriott Fallsview Hotel & Spa

Remember the classic episode of Seinfeld where one...

Remember the classic episode of Seinfeld where one could take a reservation but was unable to keep the reservation became my personal nightmare. I travel often on businesz and Marriott properties are one chain I frequent, that may now change. Upon arriving the room I'd reserved was no longer available, hence the senfield reference. After many apologetic staff comments and they were sincere as it isn't their fault it's the mother ships issue I got settled in a room that could sleep 3 of the 4 travellers so yes one of us actually slept on the floor. Since it was late when we arrived and we just wanted to sleep we didn't notice the food and toe nail clipping debris until sunrise. This is completely unforgivable to check guests into a improperly cleaned room and in my 200+ nights of business travel each year this is a first and a new low for a premium hotel chain. Since we didn't get the room originally reserved for night one the hotel moved us to a room originally booked with a slight upgrade. Again kudos to the hotel staff for trying to do right despite the motherships lake of caring. Everything with luggage was to be handled by the hotel as switching rooms mid stay as can be expected is a major inconvenience. So we went with it only to discover after our day out in Niagara that our luggage was misplaced and not where it should have been. After much confusion and searching the hotel found the misplaced items and delivered everything in tip top condition. So how do I summarize, this booking was a complete fiasco, the staff to third credit did all within their power to ease the frustration. I'm so ticked by this experience that I'm considering altering my business travel to another chain but frankly don't think Marriott would care at losing 100+ nights a year. Since the Starwood aquisition this chain just doesn't care about it's customers only how much they can squeeze out of those who stay at their properties.