Hilton Niagara Falls Fallsview Hotel & Suites

We visit the hotel for a couples weekend getaway. We had a great overall experience, from the front desk staff to house keeping. Everyone we interact with was kind and helpful. The room was a 10/10 clean. The matress and pillows were medium firm and comfortable. There are usb charging ports on the alarm clock and the lamps have 2 power outlets. A small fridge and a safe were also available. The hotel provide a quick and easy access to the OLG stage concert hall. Parking is very expensive, and remember to add taxes over the announced fees. The infinity pool offers an amazing view of both falls, at the 19th floor. There is also a large shallow pool for kids and family. The inside parking is obviously the most convenient but it comes at a price: 80$ per nights. Final price at the paying station came at 90,40$. I didn’t ask for explanations but my guess is that the extra amount is for taxes and others hotel fees. There is also a shuttle and a outside parking for a little less. This is by far the most expensive parking I ever paid but it’s a matter of supply and demand. My only complain is about the ventilation system that was loud in our bedroom. I could have stopped the fan for the night.

I had originally booked another hotel to enjoy the Horseshoe Falls view from the Canadian side, but due to a water issue, I was relocated to the Hilton. At first, I was frustrated by the sudden change, but I ended up having a much more comfortable stay thanks to the better room conditions at the Hilton. The hotel I had initially booked was chosen solely for its view, so I had compromised on room quality. While the view from the Hilton wasn't exactly what I had hoped for, the room itself was very pleasant. The high-floor room with large windows actually offered a better view than I expected. What impressed me the most was the quick response and effort from the staff to assign us the best possible room. The clean and well-maintained facilities reflected the standards of a large hotel. Although some of the furniture was a bit dated, everything was in good condition, and the bedding was clean and well-kept.

I rarely leave negative reviews, but my recent stay at this hotel was frustrating enough that I feel compelled to share my experience. I was staying for a week on business, and unfortunately, nearly every aspect of my stay was marked by poor service and a lack of basic hospitality. From the moment I checked in, customer service was lacking. I asked several basic questions at the front desk—about amenities, assistance with storage, and general logistics—but couldn’t get a clear answer to anything. Staff were not only unhelpful but bordered on rude, especially when I asked if there was a way to get proper storage in the room (there was no dresser or nightstand). I had hoped to unpack for the week, but there was no accommodation or effort to help. Even small requests were met with resistance. I asked for a glass coffee cup instead of a paper one and was told the only way to get one was to order room service—not a reasonable solution for such a simple ask. Things got worse toward the end of the stay. Due to wildfires in the area, the hotel was managing an influx of guests and decided to move me out of my room on the final night. They left a letter on the bed with a gift card to their restaurant as a “consolation,” but being there for work, I didn’t even have time to use it. After speaking to the front desk, I was told I could stay in my original room. However, halfway through the following day, I received a call saying that information was incorrect and I needed to vacate the room immediately. I explained I wasn’t able to come back right away, and was then asked if they could pack my room and move my belongings for me—which was unacceptable. Eventually, they called again to insist I return ASAP to move my things. Once I returned and packed up, I was told to collect the new room key at concierge, but no key had been left. I ended up waiting over 40 minutes in line at the front desk. Then, to make matters worse, I was informed that there were no equivalent rooms available. I needed a two-bed room as I was sharing the space, and they offered a single bed instead. Only after escalating to a manager did they "suddenly" find a two-bed room. When I entered the new room, it was clearly not properly cleaned. I found hair on the bed and in the towels, and even granola bars on the floor by the window. To top it all off, our group—which had been booked under the same reservation—was split across different floors and even different towers. At checkout, some of us received invoices and others didn’t. Despite multiple emails, the hotel continued to miss one of the invoices and we had to follow up several times. Overall, the stay was disorganized, the customer service was lacking, and the room cleanliness was unacceptable. I would not recommend this hotel, especially for work travel or extended stays. There are better options out there that understand the basics of hospitality and guest care.