Lockport Hotel

B

I ordered a king bed and got two queens. No warning or nothing, just given the wrong room. Wouldn’t do anything about it. Then the body wash was empty so I asked for body wash. Twice. And twice I was told they were coming in 5 minutes. After an hour I walked over and it was a different person. Poor poor poor customer service. Halls smelled like weed.

The hotel is renovated to look updated, but it didn't seem there were enough staff to keep things clean and running smoothly. We were there for 5 days and never once saw someone vacuuming or mopping. We only on one random occasion came back to beds made and clean towels left for us. We were a 4-person reservation and never had 4 clean towels in our room at any one point. At breakfast, things (like plates, yogurt, creamer) were out on a rotating basis and when we asked staff members, they said there were none. We really wanted to rate our stay well, but there were just too many misses. Even the water fill station was blinking red next to the "time to change the filter," but it seemed no one there was planning to do anything about it. In the rooms, there's no microwave or coffee maker (which, at this point I thought was just a standard), so when we needed to reheat food, we had to use the ancient and very dirty communal microwave in the lobby. My children loved swimming in the pool, but I just had to turn a blind eye to the lack of cleanliness - there were literally clumps of someone's hair on the pool deck for days. I'm sorry to list so many faults, but it just seemed like no one working there really cared much for the place or our experience staying there.

The rooms were only soft cleaned when we checked in. The bedding was not changed. You can tell the bed was just remade. The toilet paper roll was near empty, it do not have that “toilet paper fold”. There was only one wash cloth and two towels in the room. We checked in with three people. The body wash and shampoo containers were empty. When I spoke with the front desk the looked at me, dumbfounded, and just said “okay”. After a brief pause I asked for clean towels and wash cloths. The front desk clerk said “well, I have to check to see if we have any clean”. Mind you, I used this same hotel last fall and had a similar experience. They “ran out of towels” and we had absolutely none. When I requested a refund the manager called me a liar and refused because I had already stayed there. This time I checked out after the first night. Still waiting on a promised refund of the second and third night. Do not use this hotel!! You will be disappointed.

Staff was courteous. Hotel was a little run down, the free breakfast wasn't much, the hotel looked a lot nicer than in the pics. It took a long time for the water to heat up. Not the level of quality I expected from Hilton. However, price was cheap and the rooms were clean.