Poor Customer Service
The room itself was great, very comfortable and fairly clean. The 4min walk to the falls is a great bonus too!
Something to keep in mind while reading this is me and my girlfriend are early 20’s, we are young. When pulling into the parking garage we were given an option of self park or valet, we asked how much parking was, if it was ridiculously expensive we would just park in a parking lot as we were only one night. We were told self parking was $35 and valet was $40, so we chose to park at the hotel in the self park. During check out we received the bill and we were charged $35 for self parking and $45 for parking. We told the person serving us that we were told it was only $35 to park for the night and we would have just parked in the parking lot nearby for $30 if we knew it would be $80 here. The response we received was “I’m sorry sir but this is what we charge”. I’m not upset about the price, more so that it seemed we were lied to about the price. As well during our check in we noticed everyone in line was asking for the highest floor possible when checking in or asking to be put on a higher floor once they were given a room. All of these people had their requests met and some were given multiple options. When we got up to the counter and were checking in we asked to please have the highest floor available. The response we received was “I’m sorry sir we do not take requests, we only give what is available”. This was upsetting as everyone else had there requests met, where as we were we told no. Once entering our room we noticed outside our window we had a big pillar right in the middle of our view, blocking most of it. The main reason we booked here is because we heard of the great views. We were not happy about this as we booked a room with city view, not a pillar view. When we received our welcome text message, they asked if there was any complaints and if so they would make it right. We told them about this and that we were not happy with the blocked view. We received no response. They then sent a second message, again asking how everything was, again we complained about this and again no response. We did not have time to talk to the front desk as the lines we very long and we wanted to enjoy our night. It was very upsetting with all these complaints we had, since we did pay a premium to stay here and no one seemed to care about our experience. I feel like a lot of this treatment was because we are so young and this is a “fancy” hotel. In the end I likely will not book here again and I likely will not recommend it either.
The staff was nice and accommodating.
I am single man traveling with two kids. I booked a room with city view. I selected this hotel rather than others was because the pool. Upon arrival I was informed that the pool was closed then I was given a room that seemed worse than a cheep motel. I went back and requested another room. In which they were nice to give another room. So what exactly made this a bad experience was mostly with the stringent rules and false marketing by kayak 1:- there was nothing on kayak site that the pool was closed 2:- there was nothing about extra fees that the hotel will add to the reservation fee this amounted to an additional $100 a day (parking was $35 a day) 3:- when I called kayak to see what changes can be done they offered me a 10% refund which it came to $50. (Nice right!!) however if I wanted to move to a different hotel I was going to be charged $75 what a joke 4-: lots of construction noice My stay was bad because of false marketing by kayak and what seemed they are out to get you if you do not ask and investigate every little thing Kayak did start processing the $50 refund , thank you for that but teuly that dose not replace the bad experience I had.
Staff was very accommodating. The hotel was close to all acitivies. Bed was very comfortable as well as the room. I would recommend this hotel to others!
We twice had a water leak from the room above during the night.
We twice a water leak from the room above during the night, Staff reluctant to look into the issue stating they didn't want to disturb the occupant.
I liked the cleanliness of the establishment and the convenience of the location.
Our room was hot and the a/c would not keep the room condition. There also was a hotel tax plus a tourist tax everywhere you went. I pre paid for the hotel then got invoices for another 209.00 at checkout for these fees and 45.00 per day for parking. They we’re kind enough to comp my parking for the inconvenience of a hot room.
Be Careful What You Book
Proximity to the Fallsview casino
Paying for a city view room gets you a view of a wall. If you argue with the staff at Hilton they’ll tell you what they told me, “pay more and you’ll get a better view”. I have never had front desk staff tell me to pay more in a very rude manner. How about Hilton be truthful to customers on what really views from rooms look like...
Pictures in ad make the room look new. The actual room looked like it needed some work. Discolouration in bathtub, missing fixture in washroom with insulation falling out of it, pull out sofa bed had a broken corner, closet door was broken. Look like there was water infiltration problem on the mezzanine and looby. No sign or mention of the cost of parking and it turn out to be 44$ a day with tax which is overpriced . I mentioned all this at checkout and all I got as a response “ thank you for letting us know about the problems with the room “. Nothing else.
More accurate representation of the room. A discount or some sort of compensation when problems are mentioned at the front desk.
The staff were very friendly and welcoming. The view from our room was awesome and the hotel is conveniently located.
Excellent customer service but a couple of things could be better.
Customer service was excellent. But we just had one concern about internal communication.
We had called earlier to let the front desk know that the guest was celebrating her birthday with her family but it seems the note was not left on file. This was disappointing as the customer service rep assured us a note would be put on file. Not the best example of effective communication amongst staff. Also, the pool was closed due to renovations and this is normally a big part of our leisure enjoyment when staying at Hilton hotels.
Less then impressed
The hotel is very close to the casino, restaurants, entertainment etc etc
The hotel washroom wasn’t the cleanest, the wifi didn’t work our whole trip and when I use their “convenient” texting service no one responded to me.
Almost very nice
Our room was very quiet and comfortable! Location was good!
Long line in check in and breakfast and long wait at dinner in Italian restaurant
Great luxurious stay!!
We were here for July 4th overnight. We had a great view of the falls from the 18th floor! We enjoyed Brasa very much!! We were also thrilled with the accommodations and how friendly and helpful the staff was!! Finally we had our breakfast buffet included and decided to go to the Watermark on the 33rd floor. Again the view was spectacular and the food was delicious!! We'd definitely stay again at any Hilton after such a wonderful experience!!!!
The only thing I didn't like was that the vending machines wouldn't take American money, so I needed to go downstairs for Canadian money to use the vending machines when all I wanted to do was relax that night. Also the waterslide for the pool was closed at 8pm when the pool was open untill 11pm, that was disappointing.
Daily Mandatory Charge will be added to the room rate and includes: Tourism Improvement Fee Hilton Niagara Falls/Fallsview Hotel & Suites offers an elegant stay with 53 floors of breathtaking views over the Horseshoe and American falls. This Niagara Falls, Canada hotel is just 90 minutes from downtown Toronto and Pearson International Airport (YYZ) and provides a stylish backdrop to this natural wonder. Relax in your guest room at this Niagara Falls hotel. Sleeping up to six people, our rooms at Niagara Falls, Canada provide spacious family accommodations. Spread out in the suites of this Niagara Falls hotel's North Tower. Classic wooden fittings provide an inviting ambience while double whirlpool tubs in oversized bathrooms are among the special touches. Savor an array of international specialties while overlooking peerless views of Niagara Falls 33 floors up at The Watermark restaurant. Complete the evening with champagne and live music at Myst Lounge for unforgettable Niagara romance. Open-fire grilled cuts are the order of the day at Brasa Brazilian Steakhouse or choose favorite Italian dishes at Romano’s Macaroni Grill. Host any event at this Niagara Falls, Canada hotel. With an easy commute from Toronto and Buffalo, NY, this Niagara hotel is a central meeting point in a spectacular location. Host colleagues in a chic boardroom or hold an unforgettable grand celebration in the Great Falls Ballroom. Maintain your exercise routine with a workout on the cardio machines and weights in this Niagara hotel's fitness center. Join the kids in Falls Adventure pool on the 30 ft. waterslide and waterfalls.
Based on 13,989 reviews
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