Niagara Falls, Canada
2762 St Paul Ave
N/A
+1 2892966770
Horrible, would not recommend. There were DEAD BUGS in my poor 80 year old Grandmother's bed and bedsheets were stained. Bathroom sink was clogged throughout the stay and had to use the kitchen sink to brush and wash hand/faces. Contacted the company immediately about the issue upon checking in and they never responded. Then sent me back a message saying it was my fault for not contacting them when I complained to AirBnB. Spend your money elsewhere, there are far better options at this price point.
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I want to provide you the bad experience we've recently had with this company called Smart Stays. We had booked a house in Niagara in June for a couple of days. We paid the price they asked for the rental plus the 500 damage deposit which they took immediately and promised to return within 6 weeks. The house was returned spotless with no damage at all. It's been more than 10 weeks since we've been trying to have our damage fee refunded. After many calls with no one to answer on the other line and many emails we were finally told by staff at Smart Stays that they had some software issues returning the deposit to their customers and we would better call our credit card company. After another back and forth emails and calls Smart Stays promised to send us a cheque . Well, it's been 2 weeks since they said the cheque was on its way and we still haven't received it. It looks like this company never had any software issues to charge us for the rental but apparently they did have some issues returning the deposit. It seems as this is a common practice for Smart Stays and it is very disappointing.
Let me start with some quick background. My siblings and I booked two houses in the Crystal Beach area, one through Smart Stays, and another through Niagara beach vacations. The purpose of this trip was for a planned burial and memorial service for our father who passed in February (the service was intentionally delayed for better weather, as we all need to travel to get there). As soon as the border closures were announced, I attempted to cancel the reservations, as it was apparent that none of us would be able to attend (We all live in the US). These cancellations were more than a month in advance. Niagara Beach vacations immediately accepted and refunded my money. Kudos to them! Hence this review. Smart Stays failed to respond to multiple emails, voice mails, and other messages. They suggest on the website that they are available to extend current stays, but are not available for any cancellations. They refuse to return my payment, telling me that I must cancel through my credit card if I want a refund. My father was to buried this week, and not only am unable to attend, but have to continue to deal with the fight to get my money returned. I will never book through this company again, as it is evident that they have zero interest in helping people out. Giving one star only because I have to in order to post.
Beautiful neighborhood and home . Looks just like the pic. Even better than I expected . VERY CLEAN!! I have no complaints. Easy process from start to finish. Home is close to the falls, Casino several stores and restaurants.. I would stay again. If asked For suggestions, below is what I would say. *Would be nice to use the garage * contact person available on the weekends after hours * later checkout ( at least 11am) Thank you! Diva!
They took my money and never provided a service. Told me to not show up and that my reservation was cancelled but did not refund my money. It's been 2 months of no responses on their app, through email and phone.
Experience has been horrible. Cancelled weeks before booking (due to COVID) and within the allowable cancellation period required for a full refund. Smart Stays has yet to refund any money, including the 500 damage deposit (which they took immediately upon booking). Evidently we incurred no damages since we were not there. After many emails, I have been told to deal with our credit card company directly. I would not recommend booking with Smart Stays and will avoid them in the future. While I appreciate your quick response from yesterday (although still no follow-up by email), I truly hope this has not been how you have dealt with all your guests. Further, based on some other reviews, my experience does not appear to be unique. In reference to my credit card statement, it appears that Niagara Smart Stays billed me directly, I do not appear to have been billed indirectly via another channel. Provided that I have sent several emails to Smart Stays since our Easter Weekend stay was cancelled in March, this is no longer feeling like a temporary situation. Originally I could not get a refund because, in your words... "As our office is currently closed we are unable to complete any refunds". I patiently awaited your re-opening day on June 29th, at which time it was stated that "we are still unable to complete any refunds for reservations made before May due to the account being closed. The easiest way is to still proceed with contact your credit card company." I truly hope that Smart Stays still has an open account and does not expect me to pursue obtaining a refund from my credit card company!!
For approximately three years now, I have trusted Niagara Smart Stays with my property for both short & long term rentals and have nothing but rave reviews. The professionalism that the Niagara Smart Stays team members carries themselves with, puts you at ease that your property is in good hands. The standards of quality that they ensure is note worthy to the point I have administered them in my own hotel operations which I currently oversee in Toronto. The return in revenue is not only impressive but provides a “win win” solution for everyone involved. As a micro-manager by nature I found myself being stress free, collecting the cheque without a hiccup. Fantastic Job Guys!
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