If I could I would go infinite NEGATIVE stars! The breakfast area was so small that the line was 1 hour long and no place to sit and eat. I had to leave because it was just impossible and the staff did nothing. The rooms are also very small. Overall this hotel is horrible.
Please accept our apologies for your experience regarding the breakfast delay on the holiday long weekend. I believe you have also done a Google review which we replied to already.
We hope that you will consider staying with us again and if I can be of assistance in the future please don’t hesitate to reach out to me at agm@hiexnotl.com.
Derrick M, Assistant General Manager
The breakfast is organized horriblely!!! The line to get food was 30 people. All trays were empty - no food in! Line almost didn't move. Waited 20 minutes and gave up! Left hotel hungry without getting breakfast!
I travel a lot. It was the first time I had such a bad experience!
Please accept our apologies for your experience regarding the breakfast delay on the holiday long weekend. I believe you have also done a Google review which we replied to already and that you also stayed with the "yonatans534" reviewer so we won't do a duplicate reply. We are sorry for your experience and please feel free to reach out to me directly at agm@hiexnotl.com.
Derrick M, Assistant General Manager
Stayed here during Icewine Festival and was disappointed in my stay. I visit NOTL often and usually stay at other surrounding hotels, but wanted to give this spot a try. We got a room on the first floor which I was not a fan of, and super close to the front desk/breakfast area and elevators. Unfortunately was told at the front desk there were no other rooms on a higher floor, they were not very pleasant about it and were pretty dismissive at check in.
The rooms itself were clean and simple. There was a microwave, fridge, and coffee maker but no small bottles of water that usually put in rooms. For having a microwave, there was no plates/cutlery anything like that, or even proper basic glassware. Toiletries were nice and simple, they were Dove.
The worst part of this room was how loud the AC/Heater was. It was so noisy, it kept us up all night and was extremely loud.
Breakfast is included in the rooms, but it was absolutely chaotic even at 9:50am when breakfast was almost over, it felt like a school cafeteria and not nearly enough seating area for the capacity of the hotel. People were crowding around the food area without any basic understanding of what a line is.
Location of the hotel is good. Overall very disappointed as this hotel does have potential for a basic hotel, the rooms are clean, but the customer service is lacking, as well as the other minor details. Would not stay here again.
Thank you for staying with us and for letting us know about your experience. I'm sorry that we didn't meet your expectations and for the issues you encountered with the loud heater and with breakfast. If you checked in later in the day we might have only had our first floor rooms available. Please know that if we know of room preferences for any guest we try to assign their room ahead of time to match those preferences. We also have disposable plates and cutlery at our front desk for guests to use in the rooms.
We hope you give us another chance and please feel free to reach out to me directly in the future.
Derrick M, Assistant General Manager
agm@hiexnotl.com
We stayed here one night during the Grape & Wine Festival and were pleasantly surprised. Very clean, well-appointed room, comfortable bed, good bathroom, decent breakfast, friendly staff. The hotel is perfectly situated to visit the wineries, the outlets, even Niagara Falls. We would definitely stay here again.
Thank you for your stay WaterMoneky and for taking the time to share this great review here on TripAdvisor. We are happy to read that you enjoyed your stay and will plan to return again.
Very confortable and well located. Front desk service was really good, fare rates. We stayed there while we visited vineyards at the zone, the Niagara Waterfalls, Niagara on The Lake and did some shopping at the Outlets in front the Hotel.
Thank you for your stay Geoi507, and for sharing your great comments here on Tripadvisor. We hope to welcome you back again soon.
