The Giacomo, Ascend Hotel Collection

Wonderful hotel with a short walk to the Falls and a casino a few blocks away. The front staff was great, especially the Nigerian guy whose name I wrote down somewhere and forgot. He was a great ambassador to the hotel and Niagara Falls. Also, the fresh chocolate chip cookies were great!
Nov 24th, 2021

We arrived after 9 hours of driving very excited to be here! The hotel itself is very cool, though lacking in their attention to detail. The rooms smell musty, but that was easily fixed by opening the windows and turning on the air. They come around in the evening with warm cookies, which we thought was a really nice touch and reminded me of the Four Seasons (we love it there because the adults feel pampered but they cater to the kids as well). The gentleman who brought them admitted that he forgot the milk as well as the tongs to pick up the cookies. We laughed it off. No biggie. We reserved a 2 bedroom suite, because we were traveling with our 3 kids (15, 12 and 10). The actual unit was pretty nice, lots of space, the bedding was comfortable and there was a kitchen for use, but it wasn't properly equipped for use. They didn't even have a bottle opener. Again, whatever. There were holes in the doors that we brought to the attention of the front desk before we parked the car. They were aware of it. What was most unenjoyable was the customer service. The general manager, Doug Ujeski, was extremely nice to our face but we overheard him making an offensive comment and laughing behind our back. Mind you, we are young parents (36 and 37 yo), I have tattoos, my spouse is a skateboarder and dresses accordingly, and one of my daughters colored half her hair bright blue. We were absolutely judged by our appearance and age. We travel often, money isn't usually a factor, and we are the extremely polite and respectful. We didn't say anything at the time. Upon checkout, I wanted to ask for clarification on a pending charge. We paid (or so I thought) at check in, $1072 for the 2 night's stay with my Visa debit card. But, I had wanted to use my Amex at first, so I inserted that card at checking but they assured me nothing was charged to it before using my bank card. There was $584.66 pending on the Amex. I went to the front desk while my husband brought the bags and kids to the car. The general manager was there and seemed a little irritated that I had a question about the charge. I couldn't even finish my question without him cutting me off and saying that my card was authorized for the amount we owe plus $50 and it will be settled after check out. I tried explaining that wasn't what I was questioning while he rolled his eyes at me, raised his voice and repeated what he just said as if I was stupid and not able to comprehend what he was saying. I politely asked him not to yell at me, as that is so rude and also embarrassing as there were other guests in the lobby. Once he understood what I was saying, he back tracked and tried apologizing for his reaction. I own a successful business that thrives on customer service. How we were treated during our stay is unacceptable. We will NEVER stay here again.
Dec 30th, 1969

We aren't staying at this hotel. But we were told by the lady at the visitors center that we could purchase a drink at their bar and they would allow us to use their lounge on the 18th floor. So we went at night and caught the view of the illuminated falls.
Dec 30th, 1969

Dec 30th, 1969

Good
Dec 30th, 1969