4/10 Poor
Lenisha
Travelled with family
25 Jan 2026
Disliked: Staff & service
To be clear, we did not ultimately stay at the property. We had booked one night because our son was scheduled to participate in basketball games in Welland. Unfortunately, due to severe weather conditions and a snowstorm, the games were cancelled, and we were unable to proceed with our stay.
My family went in person to explain the situation. We werent even refunded half of what we paid. While I understand and respect business policies and as someone with business experience, I would be understanding if the lodge were fully booked and facing a genuine loss, this was not the case. The property was not fully booked. Had we been refunded even 50% we would have been satisfied.
We did not use any amenities whatsoever: no electricity, no water, no continental breakfast, and no room services of any kind. This resulted in a cost saving for the property, yet less than half of the amount paid was returned.
We have additional basketball tournaments scheduled in the future; however, based on this experience, I would not choose to book this property again.
For transparency, I did not personally see the room. My husband did, and he indicated that it appeared acceptable.
In business, policies are important, but so is discretion. At times, prioritizing empathy and customer goodwill over rigid policy can make the difference between retaining customers and losing them permanently.
them permanently.
Lenisha
Stayed 1 night in Jan 2026
