Hilton Hotel and Suites Niagara Falls Fallsview, Niagara Falls

Received Travelzoo ad with discrepancies in the wording of the promo ad indicating jaccuzzi/fireplace suite for $129 night until march 31, 2010. However, the Travelzoo ad itself had a misleading clause that stated to check the Hilton Calendar for more details or contact the 1800 number. I contacted the 1800 number to book the night for $129 to find out that the rooms were FROM $129 at that my room was actually $149 that night. When speaking to the General Manager I was not impressed, horrible bad business practice - customer service was horrible as she disagreed stating that the ad was not misleading. Instead of having a happy customer, the Hilton company now has an unhappy customer who will spread the word - guess it wasn't really worth it? Was it?

My spouse and I had 3 nights reserved in advance through their website. We check the voucher option for $40, a one time charge. Forward to the day of checkout. We get our bill to find it is $120 (cad) MORE than the confirmation email states! We try to fix this with the GM, she give us a run around with no resolve in sight and we have to sign the check out bill, of course. We get home, email the GM again, trying to resolve this, no avail. My spouse files a dispute with the credit card In the process of gathering paperwork and information for the CC company we find out that not only did Hilton upgrade our package without our consent, the voucher deal they offer on the website checkout form adds $40 to EACH NIGHT you stay, not "a one time charge" as stated on the checkout form! This is Hilton's website error which they absolutely refuse to acknowledge or correct! We are still pending CC company investigation. Hilton stole $120 (cad) from us! Beware! This was a nice vacation until we had to leave this place, having this burden to go home on our minds with instead of lasting good memories. Hilton has enough money, why they feel they need to not fix their error and refuse to reimburse us is bad business practice all around. We will not recommend this Hilton to anyone! We will leave honest word of mouth and reviews for this hotel everywhere we go. Theft is not acceptable, especially from Hilton during these harsh economic times!

My wife and I honeymooned in Niagara and chose the Hilton but were a little apprehensive due to negative reviews. Our stay was, however, exceptional. Our room was wonderful with a great view of both the AM and CA falls, the location of the hotel is excellent, the staff was nice and the restaurants in the hotel we very nice. A few words of warning, however: We reserved a room from floors 15-21, but were put on the 27th floor without comment or explanation. The room was more expensive, but it was so nice we didn't want to move. Basically, check every detail when you check in and check out. I should have said something, but my wife and I really loved this room. Another thing to note is that the pool area is in a bit of disrepair. The Waterfall was never on and there is a lot of peeling and cracking on the walls and stairs. The pool itself and the whirlpool were very nice however. Also, there is no free wifi or high speed internet access. ($19.95 for seven days) C'mon, Hilton, really? The construction work that people are complaining about is NOT that bad. We didn't hear much of anything but I know they were working the entire time we were there. Ultimately, my wife and I were very satisfied with the service and staff. We loved our meal at Brasa (You have to try to the Garlic Rump Steak, trust me...) and the breakfast buffet was excellent. Coleen, the housekeeper, was so very nice and friendly. The valet was very quick, but expensive. Overall, I hope to return to Niagara someday and the Hilton will most likely be where we stay.

Loved the suite. Was not expecting such an amazing view. Suites all have floor to ceiling windows. Loved the jacuzzi tub. Our suite was so big we will return but we will bring friends to share a weekend getaway. Restaurant( Italian) was unbelivable. Great food and great prices. Only a few small points on the negative. They need a express elevator. We could spend alot of time going to and from our floor(40th), stopping tons of times on the way up and down. One elevator that services floors 35 and up would have helped. Front desk personnel were not as friendly as I would have expected. You can tell this hotel has only been opened for a short time. I think after abit of operation time they will be AAA. I would recommend this hotel. The plus's out weigh any small issues!

This was the WORST GET AWAY HOTEL EXPERIENCE that we have ever encountered! Our stay was from Sept 25/26/27, the hotel staff were horrible & demoralizing such a morbet feeling!! The experience started it off with Andrew who checked us in at about 3:30p.m. his facial expression was COLD AS ICE, it looked like his tie was on too tight, never cracked a smile the entire time we were with him. We asked him about the upgrade package for breakfast and dinner & he said NO quickly without looking into it for us. Then I asked him about my husband being a CAA membershipcard holder & to give us the discount & he said NO again, we were not entitled!!!! We then proceed to our rooms, we were given 521 room on the fifth floor & once we exited the elevators in front of our room/door there was two housekeeping carts full of dirty dishes/glasses/plates/towels etc. Along with that there was a dirty carpet and a newpaper and a dirty plate upside down on the floor with food under it from the moment we arrived. I called 'Cris' the supervisor of front desk & asked him WHY we were not allowed the upgrade package & he said it was cancelled & I told him NO we were told yes and we had a print out showing prove that we were entitled to it & how are we suppose to know that it was cancelled, you can tell he wasn't smiling on the phone, he honored it BUT he was not happy. We all met downstairs at the coffee bar and that too was an experience with Nick or Nik I believe another one of the hotels staff members, never once did he smile nor did he give us change back when we bought coffee. My husband cracked a joke but he gave my husband a dirty looking. Very uninviting!!!! COLD AS ICE NO SMILE THE ENTIRE TIME WE WERE THERE as of a matter of fact the entire weekend when he was on staff!! He also commented to others that we were not to sit in the coffee bar if we were not buying coffee. We back to our room to lounge before dinner and that is when we realized that our room was covered in dust about 3 inches all around & my husband had to clean the bathtub the towel was white before he used it also the coffee maker had to be replaced covered in dust the carpet made crunching sounds everytime we walked on it. "Cris" the supervisor was not friendly at all in fact during one of mine conversation with him he sounded pretty annoyed with me & me with him. So I asked him for a number to the Hilton head office & he gave 1-800-4hilton (call it boys@#$%)!! He then told my husband that he did not give me the number as such he told me 1-800-hiltonS BIG difference. I then called the right number & spoke to a Shaika & she promised me a call back either at home or at the hotel addressing my concerns & that it might take them 72 hours to get back to me & guess what (NO response). 'Cris' had sent up a cleaning lady & she dusted off just the wooden furniture. My husband took a shower and he pulled out towels with HUGE holes in them. So again I called the reception from front desk & asked for the manager on the floor & she said his name is "John Paul" & that she was transferring the call to his line. I left him a message to call me in the room or to call me at home (NO response yet to-date). When we left the next day to go out we left a note to the housekeeper girls to dust our room & later that day when we got back to the hotel all was dusted BUT NO VACCUM WAS DONE!!! The carts & dish & the dirty carpet still all on the floor & in front of the room. Through all of this NO ONE FROM the hotel offered to change us from this DIRTY ROOM & location. The same day we had other family members join us in Niagara Falls & we told them to go to another hotel & not to book last minute where we were staying because of our experience. We also walked them into the hotel & they to noticed the COLDNESS in the staff members!! Well the day we left the carts etc were sitll outside our door the entire weekend it was not moved. I want my full refund back!!! VERY UNHAPPY!!!

My husband and I booked a two night package for our five year anniversary. We booked a fallsview jacuzzi room. We checked in with no problems, and were given a room in the north tower on the 21st floor. We were supposed to have a view of the American Falls, and we were pleasantly suprised that we could see both falls from our room. The view of the falls was beautiful! The jacuzzi tub was a little smaller than expected, but was able to accommodate 2 adults. The room itself was clean and had evrything we needed. We thought that our package was agreat deal, as it included breakfast for 2 days and a dinner voucher towards one of the restarants. The only thing I could complain about was that the a/c in the room didn't work all that well. We had to have it going full-blast 24hrs a day to keep the room cool. The hotels location was perfect! We were able to walk to the falls and clifton hill. The breakfast buffet was amazing, and we didn't wait in any lines. The parking is super expensive,but you can get free parking at the casino. We parked at the casino, it's only $10, but while gambling got a players club card, and ended up using the card to get our parking free. Since the parking structure is connected to the Hilton by a walk way, it was very conveinient. I would definately reccomend this hotel!

Had a 2DD room on 22nd flr in south tower on corner facing the falls: Tall construction crane *rightthereworking* all day/night long along with cement breaking machine in front of hotel working late; Upon checkin, no amenities - had to wait 45 minutes for them to bring soap; Curtains do not close as they are "fake" (as explained by hotel operator) - night blind hidden behind two other sets of curtains but not before two of us tried to close the "fake" covers and rod fell from the ceiling (held in by one plastic screw); Bed was bad - two people in bed, one would move and the other would roll into the middle; Bright red neon light from Casino across the street lit up the room through the space that the curtain did not close; never any clean/new towels in pool area when we went down & maid did not know what we should do); tv shows all the listings available and in order for the kids to get to their channel (or even get to the parental control channel), you have to pass by the "adult" channel first (!!). Complained in the morning and got upgraded to a suite on 43rd flr of north tower w/2K beds & sauna/bath in middle (has a automatic curtain btwn bath & 2nd bedroom so you can see view) ?? : (was told this was a newer tower) No faceclothes in bathroom; at night when all blinds are closed, there is no light in the front portion of the suite where the first king bed sits so trying to find your way to the bathroom is hard - also, when the light for the bathroom or hallway is turned on, it glares into the 2nd bedroom because of all the windows; phone in 2nd bedroom did not work at all; parking voucher said to call valet to order car but got recorded message to come down instead, went down & waited 15 minutes then another 15 minutes for them to confirm they got our request from the valet then another 15 minutes for them to bring the car around. All in all, very disappointing stay. Hotel in "repair" everywhere you looked - painters/toolboxes; small walkway from lobby to elevators because they've got a hobby bar taking up most of the space. No mini-bars in either room. We've stayed in Hiltons in Los Angeles before and they were amazing. So disappointed in Niagara Falls! Hotel Positives? The pool was fun for us even though it was small and busy on the slide (we stayed in the shallow pool where there was a whirlpool effect in the water); Watermark restaurant at top of south tower had beautiful view, good service & amazing food (but prices were steep, just like all the other tower restaurants); good location to falls/attractions.

We stayed at the hotel on 8/14/09. We were on the 6th floor of the mid-tower. Just several floors under my window, they had a construction going on all night at the hotel - they had somebody breaking concrete at mid-night using jackhammers and saws! I could not get any sleep. Complained to the front desk, and was told that they can not stop the construction. Some guests got a free night stay because of this. I was still charged 50% of the original price for a sleepless night. The manager would not tell why the construction was allowed overnight. When I tried to find out why different guests are charged differently for the same bad experience, she first lied and then refused to talk to me. She was rude!

We were greatly disappointed, we paid quite a bit of money to get a 2 bedroom suite. The first night we were there, a fire alarm at 4:00 am. Granted not the hotel's fault, the problem is there was no guidance from the staff of any kind, people were upset and we were acutally out of the hotel before the fire department showed up. Also, during the exit we used the stairwells, and they were disgusting, filthy and full of cigarette butts. The second day, we went out to see the sites, on returning to our room, the cleaning staff left our door ajar. We used the safe to keep our valuables, but still anyone could of been cruising through our room and going through our stuff. We had vouchers for the breakfast buffet, but if you don't remember to bring the vouchers with you...the two lades at the cash are rude and not very accomodating. The lobby is way too small, checkout was a complete nightmare, the staff was rude and we waited a very long time for them to bring our van around for us. The Good..hmmmm...oh yeah, one of the rooms had a beautiful view of the American falls. Also, the beds were comfortable, the pull outs not so much. Never will I stay at a Hilton, they seem to have forgotten that they're in a service industry.

The likes, best comfortable bed of any hotel.very good view of the falls.front desk very friendly and helpfull and gave free upgrade of our room.short walking distance to the falls view. dislikes... pool is owned by the kids and parents play musical chairs and hog chairs in area.hot tub burned my eyes from being so strong of chlorine. restaurant is very expensive ! most area restaurants are also expensive so be warned.Overall hotel was very nice,clean, friendly people and connected to casino with a covered walkway is very nice for exchanging currency and a shortcut to falls .casino does block the horseshoe falls slightly but not worth getting upset about because it's probabaly the best hotel to see both American and Horseshoe falls at one time from your room. air conditioning is very good and not the cheapo window units that some hotel/motels use.Bathroom is a good size but don't expect to take a shower or sit in the tub with your love one,kinda small for two people.We would stay there again but wish that there were a hour for adults in the pool only with no kids.