Front Desk Nightmare

The hotel water park was beautiful, the accommodations were sufficient for the seven of us although the furniture was dated, and the restaurant's food was delicious with excellent service.

Unfortunately our experience with the Front Desk for both check in and check out left much to be desired.

During check in there must have been 50 people in line ahead of us. Although I would have expected that the staffing would have been better scheduled for this very busy season there was only one front desk clerk on duty, with the manager occasionally showing up to deal with problems related, primarily to the disgruntled guests waiting to check in.

I was willing to overlook this in light of the fact that we assumed staff just didn't show up for their shift, and our children were quite excited to use the water park facilities.

However, the checkout was DISASTEROUS. We were made to feel like, 'hi, get in and now get out'. The icing on the cake during check out was when I went down to the Front Desk, leaving my husband and children to gather the luggage.

When it came to my turn to check out I handed the woman, who's nametag indicated that she is an Assistant Manager, both of the room keys. She then radioed the room attendant and asked the attendant to verify that the room was vacated. I was "disgusted" she did this. She didn't do this to the two previous guests checking out before me. In all my years of traveling for both business and pleasure this has never happened to me.

The room attendant radioed back that the room was still occupied.

The Assistant Manager said that she could not refund me the $50 until everyone was out of the room. My family was simply waiting for me in the room to meet me and go together to the water park. It seemed obvious that if I were turning in both of the keys it would be apparent that we were vacating the room.

I took the keys back from the Assistant Manager, told her that I would be back in 5 minutes, went back to the room and gathered my family and luggage. I returned to the front desk, approached the same Assistant Manager and when she saw me she again radioed the room attendant, who confirmed that the room was vacant.

In conclusion I feel that if they want to create this new image for your property, their marketing plan needs to deliver on what's promised in terms of customer service. It was a real disappointment that we would spend $600 for just one night stay, plus the money that we spent in your restaurant, only to have their staff give the impression that all they wanted was our money without any front service customer service.

Their front desk staff, who are the last contact a guest has with your property, should be thanking your customers, inviting them back and leaving them with a feeling that "it was a pleasure having you stay with us".

Our kids had the time of their lives and so did we!

Our kids, ages 7 and 3 had an awsome time at your water park! The jacuzzi was an added bonus for us adults. Our room was cleaned regularly and the staff was very helpful and polite.

We look forward to booking with you again in November of next year.

My Three Sons Loved the Waterpark

I had read the mixed reviews prior to going so I wasn't sure what to expect. But I was able to book such a great package deal that I decided to give it a chance. For $219 Canadian we received a room for 2 nights on October 11 and 12, $50 worth of meal vouchers, and 4 passes for use of the water park for our entire stay. My three sons aged 3, 6, and 8 loved the water park so much that we spent almost 10 hours there. They loved being bounced around in the wave pool, going down the waterslides, shooting baskets in the pool, and having fun on the play structure. Unlike some of the reviews, I found the staff to be friendly and helpful and the rooms to be well decorated and clean. The restaurant on site was convenient for me and my sons enjoyed eating breakfast and dinner there. If your interested in staying near the falls then this is not the place for you. This is the first time that we haven't stayed near the falls and I can actually say that it was nice not being near Clifton Hill. Over the years I have become sick of its carnival atmosphere that has seemed to get worse over time.

For comparison purposes, I have taken one or more of my sons to the Hilton to enjoy its waterslide over the past few years. So when the trip was over I asked them did they want to stay here on our next visit or would they rather go back to the Hilton. Without any hesitation they all said they wanted to return here. They can't wait for us to return in February. I will book the same package as last time and look forward to another enjoyable time with my three sons!!!

Stay away!!!!!!!!!!!!

this is the dirtiest, raunchiest, rudest, most unorganized hotel I have ever been in. I paid 250.00 a night for a room that the tub was plugged, the heater smoked and set off the fire alarm, not once but twice. the maint. mans answer to this was to open the balcony door to let the smoke and smell out, mind you it was the middle of oct. (40 f.) the light switches worked sometimes, sometimes they didn't. the water park was cold and we were pushed out of the only eating and drinking area where you could actually view your children while swimming because of a birthday party. asked for pillows at 1:00 p.m. after four calls later recieved at 10:00 p.m. I could go on and on about the noise and other guests. just please do not stay here for your sake. we are very easy people to please and we were left speechless.... by the way I complained the next day to managment, he apologized but would not refund any money. I even offered to pay half room rate and was told no.

Great for entertainment!

My husband, 7 year old daughter and I just returned from a stay at the ameri-cana on sept 16th. Since this hotel had a wide range of ratings I thought I would give my opinions also. This is a great place to stay if you have kids and put a high priority on activities. The water park was the highlight of our daughters trip! It is pristine, very well run and the staff there were impressive! We also had fun playing in the arcade, playing tennis and ping pong etc. The restaurant, Jack Tanner's is on the scale of a mediocre Denny's. The food is average and service, although friendly, is not the best. The housekeeping and the rooms themselves are clean but average. The housekeeper basically changed the sheets. Front desk staff are good. Spa is beautiful but staff not very accomodating to your schedule. So in a nutshell, great for families but if you are looking for luxury, fine cuisine or romance try elsewhere.

Enjoyable!

We stayed one nite 08/18 and our room was very nice, very clean,etc. The front desk was very nice, giivng us our water park passes at noon, so we did not have to wait til one to enjoy the water.

The water park was alot of fun!!

My only (minor) complaint is that it could have been just a little warmer, both water and air. Other than that, we loved it! we have reservation for new years eve.

Try it - you'll love it!

Don't Stay Here

This hotel was pricey but I wanted our 1st family vacation to be special. I made reservations months in advance and had a first floor poolside room booked. We arrived and had to take a second floor room. No big deal but no apology made either. The room we entered was dirty, I never went past the bathroom , hair in the tub and a broken toilet seat that had yellow crust on the hinges! Went back to the desk and were given a second room quickly enough.

The next room was not fresh or clean either, but it was late so we settled in. Next morning in the daylight we could really see the dirt! The dust was thick enough to write in, fingerprints all over the patio doors, cigarette butts on the balcony, black goo in the A/C unit,dirt in all the corners, and old dried up coffee grinds in the coffee maker!

We asked at the desk for the room to be cleaned while we were out that day. At 4pm we stopped in to change and no one had been in yet. Later that evening we returned and the beds had been made but that was it! Same writing in the dust still there and all the cigarette butts etc. I really couldn't rest well knowing the room was so unfresh.

Aside from the clean issues, the hotel facilities are not open early or late enough. We could not use the waterpark at the time we went there one morning, so there isn't much use for all the extra stuff at the hotel.

When we checked out we were given a small robotic apology.

There are so many hotels much closer to the Falls and better than this one.

Fortunately our next hotel in Toronto was exceptional, clean , friendly and fresh. That was Holiday Inn on King and it was cheaper than this place.

AmeriCana Resort and Spa A+++++

We just spent four days and three nights in Niagara Falls, Ontario. While the exchange rate was a bit confusing, the entire trip was awesome!! The hotel we stayed at, Americana Resort and Spa, was exceptional. The room was oversized, with two queen beds and a sitting area. It also included a refrigerator, coffepot and sink with a storage cabinet outside the bathroom area. Sort of a "mini kitchen", but no cooking appliance. The onsite restaurant was excellent, and for the kids (4 and 7), there was even a TV built into the wall of the booth we sat at. Best of all was the on site indoor water park - a wave pool, kids wading pool, kids water park play area, sports pool with a basketball net, two body slides, two tube slides, and of course the hot tub. We would definitely stay there again! Oh, and not to be missed, the "Oh Canada, Eh?!" Dinner show, located across Lundy's Lane. Great meal, excellent show!!!

What a ****!

Stay the heck away from this nightmare! The people are horrible, the hotel is worse.. The front desk staff and the management at this hotel could care less about the customer, and they go out of their way to make your stay hell. Stay at the hilton by the falls, nicer quality room, nicer people and a truly worthwhile experience!

Great Service!

My family visits Niagara Falls often ~ we only live about one hour away. We have stayed at many hotels but we always return to the Americana Resort. The customer service is awesome! Disney quality. The amenities are suberb! The Jack Tanners restaurant is always a pleasure!

We look forward to our next visit!