Hotel is nice, essentially clean but ultimately ended up abruptly leaving after atrocious customer service and staying at the Hampton down the road. Our issue is specifically with a front desk clerk named Leon. He lied about our room saying it was a king when, after waiting 45 minutes after we arrived for it to be cleaned (1.5 hours after check in time), it was really 2 queens. When I expressed my frustration over the whole situation (other factors too), he started to talk back repeatedly saying, “I’m not your son” and “you don’t talk down to me and disrespect me.” This is when I reminded him I am the customer and asked for a manager, to which he lied saying he was the manager and refused to get the real manager, a GM sitting in the back office. To add further insult to injury, he improperly processed our refund so when it never went through, we had to contact the real manager to complete the transaction. To note, we booked this reservation here 3 months in advance requesting 2 rooms close together because we had 2 disabled people with us. To say Hampton was more than accommodating and friendly is an understatement.…
Hotel staff was super friendly and helpful. We were in town for a bowling tournament. Very accommodating to the various changes that we needed with our rooms. Hot breakfast was very good with a wide variety. Hotel was very clean and was constantly being cleaned by the staff. Would recommend anyone going to Lockport to stay there
Clean, fresh and friendly. Ty, I believe his name was was working on an issue with another customer when I got in and you could tell by is tone on the phone that he was truly interested in helping these people and not just doing a job. Room was great, with black out shades and a big bathroom. Lager mini fridge and microwave. The breakfast was one of the best breakfast with options that I've had for complimentary hotel ever. Only thing that brings that down is it's hard to eat because despite spending all this money on the breakfast they have the cheapest utensils you could possibly have. Extremely flimsy. Suggest bringing your own LOL. The only real complaint and it it was a let down for my kids, since it was the main reason we come here, although the website claims that they have a heated pool, it definitely was not was not. Either it was broken or never turned it on and it did cause us to cut our pool-time short. We live in the area and like to get away from the cold and take our kids swimming so I'll have to find out if it is just the case of a broken heater, if so we will definitely come back here again.…
Outside design is very upscale looking. Entrance is wide and at ground level. Excellent for handicapped. Bright colors, friendly staff, excellent morning breakfast, coffee always available. We loved all 4 nights we stayed. Comfortable beds and super comfy pillows. Small pool available by request.
The thruway hotels were slammed due to a bus accident. I booked with points through Chase. The front desk called at 8:30 pm and told me my res. was canceled. I let them know, in no uncertain terms, that I was not happy being screwed like that. I had to pay a fortune to stay elsewhere. Then, the hotel refused to issue a refund. When Chase called to contest the charge on my behalf, the front desk hung up on Chase! Completely unprofessional, and perhaps fraudulent, unless they correct this ASAP.
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