SureStay Plus Hotel by Best Western Niagara Falls East

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It well taken care off

The management and the staff was very rude on the telephone trying to cancel my reservation after I had already paid with you guys at Booking.com. I explained to them that it was paid and I was looking at a receipt. They didn’t care. They said they were canceling it payment was to be made at the facility, but yet they sent me a message telling me that they were canceling if I did not make a payment at the hotel, which was not a hotel. It was a motel by 3 PM even after being told we would not be arriving till between 9 and 10 PM and the payment was going to be split between two parties. The manager decided to argue the point stating that I told the front desk lady that it was being split card and cash, which was wrong. Everything I said to her, she was repeating back to him he insisted on me paying again for just one night and it would be returned to me within 7 to 10 days. I explained him that was not going to happen. A card would be used when I arrived at the facility for any incidentals he told me that was not acceptable if I was not there by 6 PM or did not have payment made by then my reservation was gonna be canceled. I said OK that’s fine. He said so you want me to cancel it. I said I did not say that I told him I would be sending him three proofs that it was already previously paid in full, which should never have been done because the facility was less than I would ever expect from a Wyndham property, the breakfast was awful. The variety for breakfast was very minimal. The pool was in the parking lot with all the exhaust fumes affecting anybody who wanted to take part in the cold Pool the last night, the front desk lady was phenomenal. The cleaning crew was very accommodating due to the fact that the floors were black and filthy when taking off shoes and walking on the floors, the wash rags had to be used and were Black, which was showing to the cleaning staff who said they were well aware how dirty all the floors were.

I didn't like that i asked for clean clean new towels 3x and or beds where never made by the house keeps when we went out. We had to make our own beds. The floors where scratched bad and a lot of dust behind the beds (i noticed this when one of my kids dropped there stuffed animal in that area).

The hotel and the rooms are quite old and clearly in need of renovation. The bathroom in particular was very old and worn out. Overall, the hotel is fine for a one-night stay, but it would definitely benefit from a major renovation.

Breakfast was not good

There was a cocroach in my blankets. The breakfast was blah. But, happy to have something.

Small room, breakfast food wasn’t good

Went down for breakfast a little after 9 and there was no hot food left or waffle mix and breakfast isn't done until 10. Lighting in the room was somewhat dim.