Hilton Niagara Falls/ Fallsview Hotel & Suites

We had a great stay at the Hilton! Al, the front desk manager at the members desk was immensely helpful in ensuring we had a comfortable stay. Our initial room had a weird smell and was completely surrounded with windows. My partner is afraid of heights, so this was a tough room for him. Al quickly and kindly moved us to a new room that better suited our needs. He was professional and caring the entire interaction. Very grateful for his customer service!! When you’re at the Hilton Niagara Falls/ Fallsview Hotel & Suites ASK FOR AL!

I had a wonderful time at the hotel. Friendly staff who work very hard. I enjoyed the Jacquzzi, and ofcourse the views of the water from the pool! Absolutely breathtaking taking. I felt so much needed peace here. Thank You Hilton Hotel! The convinced near the mall, food, places to get dessert. Love it! And recommending to everyone! My Room was perfect did not want to leave. Big windows, and fireworks you have to experience it all.

I’m giving this hotel 3 stars based on my experience, primarily because of my experience in the South Tower (Room 803) I had two rooms North and South. If you have a choice, I would avoid staying in the South Tower. The carpet in the room also had an unpleasant odor. From the very first day, our experience was disappointing. We waited 40 minutes for towels because none had been placed in the room upon arrival. The bathroom was also missing shower gel instead, there were two bottles of lotion and no conditioner. During our five-day stay, housekeeping never changed the bed linens or made the bed. I had to call room service more than four times to request basic items, including bottled water (despite being a Hilton member), shower gel, and other missing amenities. I was charged $5 for every water I requested- just increase the price of the room than not giving a basic water. As someone who has visited Hiltons in many countries- that this did not feel like the Hilton standard I have come to expect Parking was another major frustration. It cost $40 per day and was located a considerable distance from the hotel, making it very inconvenient. In addition, there was a mandatory $30 daily room fee, but it was unclear what benefits or services this fee covered. In contrast, my experience in the North Tower was excellent—the housekeeping staff consistently serviced the room, the beds were comfortable, and the bathrooms were well maintained.very modern ( and water was provided). I hope Hilton addresses these inconsistencies so guests receive the same quality of service throughout the property.

My girlfriend and I stayed at this hotel to celebrate our anniversary, and unfortunately our experience started off quite poorly. We arrived at approximately 12:30 PM to check in and were told that we would receive a phone call as soon as our room was ready. However, after waiting until 4:30 PM without any communication, we returned to the front desk only to discover that the room had actually been ready for some time. The promised notification was never made. Once we entered the room and took off our shoes, we immediately noticed that the carpet beside the bed was completely soaked. Our socks became wet as well. We contacted the hotel for assistance and waited nearly 45 minutes before someone arrived to inspect the issue. They confirmed that there was an active water leak coming from inside the wall near the closet. As a result, we missed a restaurant reservation that we had made in advance. When we requested to be moved to another room on the same floor or a higher floor, we were initially told that only lower-floor rooms were available and were offered a compensation of just CAD $20, which felt quite disappointing given the circumstances. After another lengthy discussion that took nearly 20 minutes, management eventually agreed to provide CAD $75 in compensation and moved us to a higher-floor room. I do appreciate that management ultimately stepped in and resolved the situation fairly. However, the execution by the operational staff was consistently disappointing throughout our stay. Whether it was the front desk staff handling phone calls and text messages or housekeeping responding to requests, service was extremely slow. For example, a simple request for toilet paper took approximately 45 minutes to be fulfilled. There was also a fire alarm activation during our stay, which was very loud and disruptive. Aside from these issues, the hotel does have several strengths. The location is excellent, with convenient indoor access to the casino and various restaurants. The views were also quite enjoyable. I would especially like to recognize Christiane (I hope I have her name correct), an Asian lady with glasses at the front desk who was incredibly helpful throughout the situation. She appeared to be a manager or supervisor, and she handled our concerns professionally and respectfully. Without her assistance, this review would likely have been much more negative. Overall, while the property itself has a great location and good views, the service execution needs significant improvement.