Embassy Suites Niagara Falls Fallsview

Booked a room with Embassy Suites by Hilton. This was a very subpar experience. We arrived on Saturday and found that there was construction being done in the building. Certain elevators were not operational to the public which led to very long wait times (10-15 mins in some cases) and capacity filled elevators. The elevator issue continued for our entire four night stay. There were some room issues as it seems that construction/remodeling is going on. The room down not seem totally complete. There are blank wall sconces and a lot of bare space. After returning on Tuesday from a day of sightseeing our room keys did not work. I went down to the front desk (elevators still an issue) because I assumed the room cards just needed to be reprogrammed. I was given new room cards that now have the Hyatt logo. Apparently there has been an ownership change during our stay. Free breakfast was an included incentive at the time of our reservation. After the apparent ownership change the breakfast is now a paid option which I only found out when I went down to eat. I came down from our room on the 19th floor to the main lobby level where the free breakfast previously was held. I was told at the front desk that breakfast is now on the 9th floor. I went up to the 9th floor presented my free breakfast voucher that we received at check in and was told that it is now a paid breakfast and that I could go back down to the lobby to get a voucher for 30% off since we checked in when it was an Embassy/Hilton company and then come back up to the 9th floor with the new voucher. Apparently there is another voucher if you are a recent check-in under Hyatt. Remember, all of this is back and forth on the elevators that are very slow moving and also at a time when they are filled with construction workers going to various floors. No communication on any of this was given to us as guests. None of this was disclosed during the reservation or check-in. This was poor customer service from both the Embassy/Hilton and Hyatt which results in a poor vacation experience. They both failed their customers during this transition of power. There were other issues that added to the experience but this should be enough for you to make an informed decision on whether to book here or not.

Overall an OK hotel with room for improvement. The location is great (can’t really do better). We were offered an upgrade to a presidential suite for a modest price and the room was absolutely top notch (and I think, newly renovated). We had an incredible view of all three the falls. There is a dedicated elevator from floors 10 to 18 which cuts down a lot on waiting time. However: - the breakfast was fairly poor for an Hilton and most definitely not “made to order” as they say in their promotional material. It is a small buffet in a TGIF which is laid out confusingly and gets extremely busy. The food was also very bland and they do not have allergens spelled out, nor many gluten free options (you can ask the chef to make a separate egg based dish for you but that’s basically everything that is safe to eat for gluten free people). Last but not least, we were instructed to clean up our own dishes during breakfast which shouldn’t really be expected given the price. - the happy hour is OK-ish, held in the same TGIF. Everything is poured in plastic cups and the selection isn’t amazing, but free is nice. - we stayed in March during low/medium season and the hotel was already so busy to be uncomfortable sometimes. I’d expect the experience during peak season to be much worse. - the fitness room was closed and there are some works ongoing on the lower floors, though those did not affect us. - parking is extremely expensive. I recommend checking out nearby parking spaces where you can get overnight parking for as cheap as 20 CAD per night.

I was very happy to have a gorgeous view from my hotel room window directly to the falls. Everything was nice and clean, cozy. However originally I only gave this place a three-star due to a very long wait for the elevator (any time of the day)! If I remember correctly there was 7 elevators (not all are going to all floors), but 2 of the main elevators were not working! I mean.. waiting for an elevator for at least 10 minutes doesn't make any sense.. I actually like going steps, I did the steps option. But how many times a day can you climb 20 flights of steps..?? But I then decided to add another star, making it from 3 star to 4 star. Why..?? Because I got a nice reply from embassy suites themselves, and the fact they understand the issue I had, and they took time to write a reply, shows they really care about making their hotel a better place! (I hope they actually put the effort to improve it, not only by writing nice replies.. 😉) however it's not so common for a business to reply to reviews, and the fact they did, made me upgrade to 4 star ⭐ ⭐ ⭐ ⭐. I will very possibly come back to this hotel again next time I come visit the falls, but I hope those two elevators will be fixed already by then..

I have stayed at many Embassy Suites hotels, and this particular location was the worst by far. Upon arrival at 4 o'clock after traveling all day, we were informed that our room was not ready. The staff suggested upgrading to a different room that was available, which would incur additional costs. Given our need to prepare for a business dinner meeting, we felt compelled to accept the offer. Furthermore, we were told that self-parking was available for $70 per day, with the option to change to off-site parking at any time. However, when we attempted to switch to off-site parking due to our travel plans, we were informed that this was not possible. Additionally, the hotel cited construction as the reason for not offering made-to-order breakfast, which was not disclosed to us prior to booking. Due to dietary restrictions, we had to pay extra for breakfast. On Friday, we were awakened at 7:00 am by construction noise. While getting ready, window cleaners arrived without notice and looked directly into our room. This stay was a disaster, and I had the worst experience I've ever had at a hotel.