Brickman's Botanical Gardens Tours and Activities

There’s a lot to like here. I had a large room with a kitchenette, looking over the Niagara Gorge. The room was clean and quiet. The breakfast was filling and it had good variety. Ok… why is it so reasonably priced? My room was on the fourth floor, with no elevator. It’s about a twenty minute walk to the falls. The bathroom door didn’t open fully. Minor issues for me. I like this place.

Our stay was disappointing right from check-in. We booked through Expedia, and the registration process was handled very poorly. The communication between the hotel and Expedia was disorganized, confusing, and lacked transparency. Rather than taking ownership of the situation, the hotel repeatedly blamed the third-party booking service. Regardless of how the reservation was made, the hotel accepted my payment, and I expected much better customer service. There was little effort to resolve the issue, no willingness to accommodate us, and no attempt to make things right. A positive customer experience should be a priority, regardless of how a reservation is booked. Unfortunately, that was not our experience.