Hilton Niagara Falls-Fallsview Hotel - Suites

My stay started with being sent to the wrong elevator to go to the 11th floor where my room was located. I went back down there only to be told at the desk at this point that I was to take the middle elevator - this would've been nice to tell a customer at point of entry. Once entering my room I called front desk to send me the Wi-Fi only to be told to come back down to the front desk to fill out my original email on an iPad to get the Wi-Fi code - this too, would've been nice to know upon entry to avoid numerous up-and-down elevator rides. This was only the start of my visit. The room was nice and we came in after our event and went to sleep only to wake up to a bug in our bathroom strongly resembling a roach. We immediately called housekeeping - when housekeeper came to our room and introduced herself as the housekeeping manager she saw the bug in the bathroom and seemed very concerned and asked for a cup to capture the insect. The manager then told us the room would have to be taped off and investigated as to what kind of bug this was. As you can imagine we were increasingly getting worried as our luggage sat on the floor. The woman told us we would need to get plastic bags and bag all of our belongings before exiting the room to secure the safety of not spreading the bugs; as we waited in the room for someone to bring us bags, time went on and we got even more creeped out and I looked at the manager and said "Judy we are going to go, please call bellhop". Her reply "my name is not Judy and proceeded to tell me her correct name", this being a perfect time to correct me on her name as we were all upset being made to leave our room that we paid for, worried about having bugs invading our luggage - great customer service. I explained to her that we were not comfortable being in this room and that we were going to go down in the lobby to bag things. Upon explaining this to her she replied if I were to do that she would be have to call security on us. I was appalled I could not believe that that even came from her mouth. We all gathered our things and left the room and went down to the lobby still waiting for bags as per her risk request. I asked to speak with the manager where I waited for over 11 minutes until he slowly came to the service desk. I explained what happened and his response was that his housekeeping manager told him that we said we were going to cause a riot in the lobby. So not only was I offended by one worker but now I was being offended again - I suppose the manager telling me that I said lies just to cover her unprofessionalism. This entire thing was handled professionally but it could've been handled very calmly and discreetly. It ruined our trip and we left without even being able to brush our teeth. I certainly understand things happen but to be treated that way was horrible. This trip was for my sister's birthday and it was cut short and ruined things. Not once did anybody apologize to us or ask us if we needed anything - they basically just told us to bag our things and if we wanted another room to brush our teeth they could accommodate us - horrible, horrible.

Liked: Hotel was visually beautiful.
Disliked: Terrible customer service/ bugs.

The hotel's reputation, room price,...

Liked: The staff behavior
Disliked: The picture of room was differently with reality. The rome was not big as much as in comment. the bathroom was not have ventilateur. the room ventilateur was so noisy.The couch was old and had holes. It was inside the hair spa tubes.There were no slippers, tea, coffee, water, or toothbrushes at the first time

Superb

We got a room with...

Liked: Very nice lobby, location’s close to the falls, bed is comfortable.
Disliked: Parking fee is outrageous.

Exceptional

overall its Amazing stay and...

Liked: Room was great, the Manager on site was helpful as we had a late check in due to flight delay. the Bellboy made us feel comfortable he is the best staff they have I forgot his name but very nice person, thank you.
Disliked: The policy to register online even to use simple WI-FI was teadious, we travel with kids and lots of luggage, go through airports multiple flights and we you expect us to create accounts , download apps to just use simple wi-FI which we are already paying in the room fee. just five Wi-fi login and password. Its not at all convenient for parents who come on international flights. make it easy for parents and old people not complicated.

Exceptional

Good

Liked: I liked the room I stayed in.
Disliked: Restaurants were not open in the hotel. More selection in Restaurants available

Very good

Would not recommend. Booking.com will...

Liked: People are very nice.And very helpful.
Disliked: Parking not what I was told. Check in advance would not connect. Check in to way too long.Room not cleaned very well.View not what I was told.