Hilton Hotel and Suites Niagara Falls Fallsview, Niagara Falls

We have stayed at this Hilton 5 times in the past 2 years and would recommend it to anyone. I don't believe the reviews of the whiners on this page and you shouldn't either. The staff have always been friendly, courtious and extremely helpful. The rooms are clean, the special package rates they offer are great value and the location is convenient to the Falls or the Casino. I suppose it depends on what time you arrive for check-in or want to check out, but our experience has always been prompt service. We have always enjoyed ourselves and I would expect the majority of people would too.

Stop! DO NOT take this hotel. 1.) Poor customer service (Front Desk). Lobby is too small and the long line up to get a room. Front desk ladies are dum and inexperience. 2.) Finally get a room at lower tower, room with lots of dust, jump on the carpet and you can see the dust come up like a smoke. Outside the room are racks of towels. Sounds like you are sleep outside the laundry room. Make a complaint to the front desk and the inexperience lady do not care. 3.) The fan and the heater are so noisy that you can barely sleep. DO NOT waste your money. I am wondering how much money this hotel management paid undertable to get the "4 star" image. The whole experience is totally not acceptable. I suggest people should take a motel instead of this rubbish place.

We were exceptionally disappointed with our stay at the Hilton Niagara Falls Fallsview. Poor customer service and acts of negligence went far to over shadow the view. 1) It took over 30 minutes to check-in because the front desk clerk could not figure out how to change our reservation from 5 nights to 4. 2) We paid over $450 a night for a falls view three-bedroom suite only to find the casino tower partially obstructed the view of the Horseshoe Falls. 3) During our second full day at the hotel we discovered the door of the two bedroom suite would not lock. My husband contacted the front desk and asked that until they fixed the lock that they make sure the entry door was closed at all times. We came back to the room twice to find the entry door had been left wide open, in essence leaving the two bedroom suite accessible to anyone that pushed the handle. It took three times of contacting the front desk before maintenance came to fix the lock. When maintenance did come to inspect the lock he saw it wasn’t working and said he would have to get a new lock. When he came back to replace the lock the existent lock was apparently working so he left a note saying it was working now and he didn’t replace it. It took a call to the manager to finally have the lock replaced – a full day and a half later – and several more times of coming back to the rooms to find the entry door was left open. 4) On the evening of our third day the elevator I was in became stuck between the 21st and 22nd floors. It took over an hour to move the elevator so I could get out. While in the elevator the manager (Jean-Paul) contacted me through the elevator intercom and assured me he would be there to meet me and take care of things. He never showed up. A member of the maintenance team was there and explained to me how the elevator I was stuck in had only been in operation for about a month because they had been having so many problems with it and he believed it was because they had rushed its inspection. He said they had needed to call the “elevator company” so may times he knew the rep by name (Tyson) 5) The evening of our third and fourth nights the maid did not clean the bathroom in the master bedroom. 6) The evening of our fourth night the maid did not clean the second bedroom of the two bedroom suite. There were a few other trivial occurrences such as the maid taking the TV remote and being told by the concierge desk that I would be charged for the call to my husband’s cell phone to notify him that I was no longer trapped in the elevator (the manager did eventually refund the cost of the call). Even through all of this it would have been somewhat tolerable had the management and staff showed care and concern. The only compensation we received was a $150 credit on a $2,000 bill.

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.