Your review was received Happiness309528 and we appreciate this opportunity to respond accordingly.
You made a reservation in mid September for a two day stay in October. When booking at this later date, you did receive a price that was higher than your friends/family members who made their reservations in early August for the same dates. This is quite common across the hotel industry (and several other industries ie. Airlines), where pricing is based on the current demand at the time of booking. We understand that you were not happy that you had to pay a higher price, however we did charge the correct price, as originally reserved and shown on your registration document. Shortly after you checked in, you called down to suggest that a condom was found in your toilet. We immediately offered to change you and your family to another guestroom (within 20 minutes of your arrival), which you had refused, indicating that you had already unpacked and that it would be very inconvenient. Our Housekeeping Manager and an associate then visited your guestroom to properly clean/sanitize your toilet, not having seen this condom which you had indicated had already been flushed down the toilet. We then let you know that this was a very strange occurence, which we have not experienced before.
Your reservation was not for $900, as suggested, and contrary to your comment, you were given a sizable adjustment to your bill on the day of your departure. Unfortunately, you would only settle for a full credit for the charges incurred over your two day stay, which we have refused to provide.
Your various correspondences have been received, including this review, and have been retained on file. We understand and accept that you will be persistent in your effort to receive a full credit for your stay at any cost and we are doing what is necessary to deal with the matter appropriately from our end.
For the sake of the general public who may be reading this review..... our team works hard to provide a clean, comfortable, safe and enjoyable stay for all our guests. Reviews on this site, and many others, confirm that we are delivering on those efforts and are being recognized accordingly. Hotel pricing is most certainly based on the current demand at the time of booking and we strongly recommend booking as far in advance as possible to obtain the best possible price for your stay. The inclusion of breakfast, parking and WiFi at our hotel, as well as the fact that we don't charge any optional taxes or fees (ie. Resort fees/convenience fees/facility fees), as are common in many Niagara area hotels, ensures that travel budgets can remain in line accordingly. Our hotel is located in the Glendale district of Niagara-on-the-Lake, adjacent to the QEW highway, and only a couple minutes from the Outlet Collection at Niagara Shopping centre. If you are looking to stay in the historic district of Niagara-on-the-Lake, it is approx. 12-15 minutes away by car. Finally, as if it needs to be said, we have never seen a cockroach in our lobby or breakfast areas, and we hope you will put your trust in us to provide a great stay for you and the family.
