We checked in around 5 on December 22nd. From the outset, I could sense that Raj, the receptionist, was interacting with guests without a smile and a poor attitude. Initially, I chose to ignore it. After putting our stuff in the room, our family headed out to Niagara Falls, and it's worth noting that the rooms were clean. Later, we returned feeling exhausted after waiting for the fireworks. On our way to the lobby, I asked my family to wait for me as I inquired about free parking for our two booked rooms. When I asked Raj, his response was, "There is nothing free in this world?" This dismissive attitude was surprising, and I mentioned that in Dubai, at least one free parking spot typically accompanies bookings. Raj retorted that water is free. When my nephew took a cup and, inadvertently, I believe, some milk, Raj shouted, creating an uncomfortable situation. Trying to diffuse the tension, my sister-in-law intervened and took the cup from my nephew. When I asked my daughter to take a cup, she refused, finding Raj intimidating. A nearby lady whispered something to her; unfortunately, I couldn't hear what was said. Despite my emotions, I controlled myself and decided to retreat to our rooms. When my husband arrived, we hurried down to take the luggage and obtain the tag Raj mentioned earlier to avoid our car being towed. At this point, we noticed the cups that were available earlier for coffee or water had disappeared. We speculated humorously that Raj might have hidden them to prevent guests from taking any. Returning to the car tag, Raj asked for the room number multiple times, causing frustration. He handed a paper to fill out with vehicle information, and confusion arose over license versus plate numbers. The paper indicated "license," but Raj insisted on a plate number. My husband clarified, yet Raj asked again when I returned from double-checking. Feeling agitated and with guests looking on, I decided to step away to avoid further escalation. Despite my efforts to maintain composure, I couldn't help but share with my sister the significance of customer reviews, emphasizing the value placed on customer feedback. To my surprise, the lady next to Raj, another staff member, was seen smiling sarcastically. While Niagara is a tourist destination and the hotel is physically appealing and accessible, the overall service experience was disappointing. I plan to talk to the hotel's training and development team about these concerns, as customer service should reflect the hotel's positive qualities. I've also observed similar complaints in other comments, indicating that the reception staff's rudeness is not an isolated incident. The first point of contact with guests must be welcoming and friendly, as they represent the face of the hotel. My in-laws were notably disappointed, contradicting the perception I had shared with them about the friendliness of people in Canada. Despite the beautiful hotels, they concluded that Dubai still excels in delivering exceptional service. This incident left me dumbfounded, and I hope my feedback contributes to positive changes in the customer service experience at this establishment. I'm writing this review for the benefit of future clients. …