Pillar and Post Inn & Spa

We were on 2nd floor and had to access everything from outside.

The hot springs was a bit of a disappointment. It was very small.

We had a lot of things with us and it was challenging to get to our room with 2 flights of stairs, no elevator available when staying in the outdoor rooms. This was not disclosed to us at the time of booking. We had to take multiple trips to and from our car.

Our only complaint was the pillows! They were all the same and uncomfortable for both my girlfriend and me

Some parts were a little tired

Outside pool was dirty and should have been cleaned after the rain stopped. Also hot springs should have been cleaner as well as we could feel debris in our feet. The hotel could use a bit of a spruce up as there were leaks.

The $hitshow followed us from Toronto. If anyone cared to know. To anyone thinking of coming to Niagara on the lake and staying at The Pillar and Post then do yourself a favor and dont! They were extremely rude tonight when THEY messed up our room but told us it was Booking.com fault! Earlier today they told us we would have to dispute it with booking. They said your “reservation confirmation” that was sent supposedly by booking had the wrong room on it. Mind you we caught them in a lie last night when we first checked in. They Stated “we had a conference and they wanted all the King rooms” so basically they sold it from underneath of us. Never once offered to make it up by something even as tiny as a dinner voucher or spa voucher. Then when we stopped to get the print out they were supposedly were printing off for us this evening that they recieved from booking, the front desk got extremely rude because I said they were lying. Which they clearly are because all the sudden they can’t produce the print out. Funny how that works!! Way to ruin someone’s 40th birthday trip. Also the “executive assistant” kept putting it in our face that if we booked through them then they would be able to help and I would have gotten a birthday surprise in the room. Excuse me?? Way to not make it right when you had multiple chances to do so before you received attitude from us. We were very patient and let it go until the repeated lies. I am never a person to put something like this online but they truly have been so unprofessional and unapologetic! Also the Inn saying it was all booking and needing to reach out to them. Proof is clear!!!

I was unhappy about the fact that on my day of departure after a lovely spa treatment that included oils I desperately needed to wash my hair but while in the shower I discovered the shampoo pump available in my bathroom shower was empty. When I told the front desk upon checkout she didn’t say much. It’s an expensive place so I’d expect a bit more customer service.

Room heater was too loud

Had to ask staff to repair the fireplace as it wasn't working. The dial to turn it on and off was defective and it was difficult to regulate the temperature of the room.

Had gone to Pillar and the Post to also enjoy the skating but it closed before we had a chance to enjoy it. The rink should have been open longer considering it was the holidays and I was surprised it closed at 9.

Some updating could be done, ac unit smelled a bit moldy. We opened the window instead to get some air, carpet is old

The amenities such as the pool was perfect for a summer getaway