Tushar U.

We made the reservation at The Falls Hotel & Inn for March 2,2023,

Upon arrival, they offered an upgrade for $69. We accepted it, and to cut a long story short, we found bed bugs on the bed in the middle of the night. I took a video of it and quickly ran to reception to report it; however, no one was around. I checked both washrooms, and no one was in there either. I returned to my room, and we started packing. We were here to celebrate our special day, but it was now out of the window. We dialed zero to speak with the operator, and William, who inspected the room, agreed that it was the bed bug in that room that we captured on the video, apologized, and moved us to another room. We were terrified when he added that there was no guarantee for the other room as the hotel was old. Unfortunately, it was almost 1 am, and we had limited options. Thinking about it, now it explains why the central entrance door had broken glass when we checked in. There must have been some upset customers for similar reasons.

I asked to speak with the manager, who would only arrive at 10 am. Manager Tonya comes prepared with an attitude as she must be getting paid to handle such situations. So in total, we paid USD 109, out of which she refunded $10 for the room upgrade + $15 for the parking and said we couldn't do anything about the room charges. They have yet to send any inspection report either. Due to the bed bug infestation, this listing should be removed or flagged with the Ministry of Health. Tonya also advised contacting Groupon for a refund of the room charges.

Our special day was interrupted with no sincere apology, and it's a shame that such vendors are getting promoted through Groupon.

We made the reservation at The Falls Hotel & Inn for March 2,2023,

Upon arrival, they offered an upgrade for $69. We accepted it, and to cut a long story short, we found bed bugs on the bed in the middle of the night. I took a video of it and quickly ran to reception to report it; however, no one was around. I took a video of that as well. I checked both washrooms, and no one was in there either. I returned to my room, and we started packing. We were here to celebrate our special day, but it was now out of the window. We dialed zero to speak with the operator, and William said he would visit us shortly. He inspected the room, agreed that it was the bed bug in that room that we captured on the video, apologized, and moved us to another room. We were terrified when he added that there was no guarantee for the other room as the hotel was old. Unfortunately, it was almost 1 am, and we had limited options. Thinking about it, now it explains why the central entrance door had broken glass when we checked in. There must have been some upset customers for similar reasons.

I asked to speak with the manager, who would only arrive at 10 am. Manager Tonya comes prepared with an attitude as she must be getting paid to handle such situations. So in total, we paid USD 109, out of which she refunded $10 for the room upgrade + $15 for the parking and said we couldn't do anything about the room charges. They have yet to send any inspection report either. Due to the bed bug infestation, this listing should be removed or flagged with the Ministry of Health. Tonya also advised contacting Groupon for a refund of the room charges.

I have tried chatting with multiple customer service agents who credited my account with 12 Groupon bucks, which is unfair. And trust me, this is not about money anymore. Our special day was interrupted with no sincere apology, and it's a shame that such vendors are getting promoted through Groupon. We trust Groupon, and because of that, we buy those products and services.