Niagara Falls Massage Therapy & Wellness Centre

I just spent the weekend here with my family of 3 kids. The service is excellent. Jasmin at the front desk is such a lovely lady. Extremely helpful and upgraded our room. Waterpark is smaller then GWL and all kids can stay together. Prices are extremely affordable. Resort is very clean an cozy. Thank you Jasmin! We loved the room and will be back again!

Americana does not value its paying customers. I paid to enter the Waterpark through daypasses and found several families not wearing wristbands. My toddler was kicked in the toddler pool by an older child in the toddler area. Lifeguards were not paying attention to the pools and several were not even looking at the pools they were supposed to be monitoring. When we arrived, the employee running the gift shop was in the kitchen chatting for about 20 minutes. I had to go all the way around to the front of the takeout restaurant to get a staff member to get him out. When we went and changed and returned for towels, he was again in the kitchen. We complained on our way out to the employee at the towel area and she said some families just don't wear their wristbands despite asking. I also complained to a manager at the front desk who said it was a serious issue and would be going to investigate, but it still doesn't change the fact that we were an honest family who went in as paying customers and saw several families who hadn't paid and their staff does not care. I could have gone in just like the others without wristbands, especially given their staff wasn't even paying attention, but I waited through poor service and paid anyway. Not only were we paying and honest customers, but there were several issues during our experience as well, and management did nothing to rectify the situation. Spend your money at great wolf lodge or fallsview waterpark instead where you are a valued customer and the staff is attentive. In reading other complaints, it is even more evident that this resort doesn't value its customers. They are never trying to rectify situations and are only apologizing or blaming customers rather than taking accountability and offering a gesture of service as other establishments would in the event something was not up to par. Ratings are only going to continue decreasing and management doesn't care.

My kids are very happy for the room and most of all the indoor waterpark...I do hope the hotel will improve their internet connection at third floors so while we're resting inside our rooms were still enjoying watching TV😍🙏Thank you! To Sir sorry i didn't get the chance to get your name during our check in thank you for assisting us we really appreciate your service! To Ms.Jasmin thank you you're such a lovely person you answered my question politely and friendly! Keep it up and God bless!