Doubletree Fallsview Resort & Spa By Hilton - Niagara Falls

This Hotel is a definitely a 5 star. The location is perfect and the staff are so friendly and welcoming they make you feel right at home. The food at Buchanan the Hotel dining room was absolutely delicious and the presentation was amazing and the server Tushar was so friendly and professional he was awesome. Thanks to you all, for making our stay so enjoyable!

The room was great! The description was just as stated on their website! The views of the Niagra Falls from our room were perfect! The bed was very comfortable, the service was great and room was clean and quiet. We had two dinners and one breakfast at the restaurant in the hotel. Buchanan's, Steakhouse it was delicious and plentiful for the money. It's a bit upscale. Breakfast could have been better but we did get there toward the end of breakfast, so the food was a bit cold. Tushar was our waiter the first night we ate there and his service was spetacular to us! Peyton helped us the second night just for appetizers and drinks and she was very kind and attentive to our wishes! If ever we come back we will be sure to stay again and eat at Buchanan's. Everyone made us feel very special.

We had originally booked through Expedia to stay at the Ramada across the road (we were in town to shop for our kids for school). Unfortunately they had given us a hard time about our secondary booking. I walked into the lobby stressed out and met with Alexandra and she gave us a great rate and assured that our stay would be wonderful she was far more patient with me and my husband than I could of ever been after driving with 3 kids. After working an entire summer and not having a lot of family time I sincerely want to thank her. We loved the hotel and the pool my husband was happy to have good coffee close. We didn't get to try the restaurant but that was because we had kiddos who are wanted nothing but funnel cake. Alexandra made us feel at home and welcomed. We appreciate how warm and welcoming she was during our whole stay. We needed this trip as a family and we will never forget it.

Very Disappointing Anniversary Experience — Requesting Manager Follow-Up I am writing to express my serious disappointment with our recent experience with the DoubleTree Hotel in Niagara Falls. We booked our stay more than six weeks in advance for our 23rd wedding anniversary. This was supposed to be a relaxing and special getaway that we were very much looking forward to. Unfortunately, from the moment we arrived, the experience was stressful, disappointing, and poorly handled. When we arrived at the DoubleTree, we were told that our room was not available because the hotel was full. Instead of honouring our reservation, we were moved to another hotel. We were told that the alternate hotel would be “better” than what we had booked, but that was not our experience. Once we arrived at the other hotel, we were told that a comparable room was also not ready and would not be ready until after 5:00 p.m., even though check-in was supposed to be at 4:00 p.m. We ended up having to upgrade our room just to have something available. The inconvenience continued with parking. Unlike the DoubleTree, the alternate hotel did not have the same on-site parking arrangement. Our choices were off-site self-parking or valet. Because our truck would not fit underground, we had no reasonable option other than valet, which added another unexpected inconvenience and cost. We also had a dinner reservation planned near the DoubleTree for our anniversary evening. Because of the hotel change and delay, we had to cancel that reservation and scramble to rebook elsewhere. What should have been a relaxing anniversary evening turned into a frustrating series of problems that were entirely outside of our control. What is most upsetting is that no one contacted us in advance to let us know there was an issue with our room, despite the fact that we booked well ahead of time. Had we been contacted earlier, we could have made other arrangements. Instead, we found out only when we arrived after a 3 hour drive. Since then, I have called the hotel several times trying to have this addressed. I spoke with Zara, who told me she would get back to me. When I called again to follow up, I was told she was away until the end of the week and that no one else could or would speak with me about the matter. That is not acceptable customer service, especially given the circumstances We chose the DoubleTree for a special occasion and expected a certain level of service, communication, and care. Instead, our anniversary stay was disrupted, inconvenient, and disappointing, with no meaningful attempt made to rectify the situation. I am requesting that a manager contact me directly to discuss this matter and provide an appropriate resolution. At minimum, I expect an explanation as to why our confirmed reservation was not honoured, why we were not contacted in advance, and what compensation will be offered for the inconvenience, added costs, and disruption to our anniversary plans. I would appreciate a response as soon as possible.