Hilton Niagara Falls/Fallsview Hotel and Suites Guest Reviews
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|1.0 miles from Niagara Falls centre|
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Melanie, West Seneca Sun, 3 April 2016
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.
Gordon Sat, 7 December 2019
Liked: Great place to stay
.close to casino across the street
Simran Fri, 6 December 2019
Hassan Thu, 5 December 2019
Liked: With an exceptional location and spectacular view, Nothing beats the view
Disliked: Very expensive ;-( The charge for everthing. The most weird thing was even an extra toilet roll was for a charge
Duane Tue, 3 December 2019
Disliked: That we were not told we had to pay for parking
Corentin Tue, 3 December 2019
Liked: Everything except the bedroom
Disliked: If you compare the pictures on the website and what you get, that?s a lot different, the view you get is on a small windows at the corner of the room so you pay for something you don?t really get. The air system in the room goes on every 10 min and it?s so loud that wake you up all the time.
Talisa Mon, 2 December 2019
Tashina Mon, 2 December 2019
Liked: The view was incredible.
Disliked: The room service was too much, fast food I ordered the shrimp and the chicken strips$100 spent on eat shrimp and four chicken strips. The cleaning ladies early in the morning to clean your room guy on top of that trying to find a service elevator to get to the lobby was impossible So the food was expensive the value of the food was crap the room was clean everything on top of that was not worth it
Michelle Sun, 1 December 2019
Liked: Was good size room
Disliked: Refused to let us cancel with 24 hours notice given the extreme weather conditions in Niagara. Even though when we booked it clearly said free cancellations. Very misleading Refused to give us an additional breakfast voucher for all the people in our room.
Nadia Sun, 1 December 2019
It was ok, but I'll...
Liked: ? the view
? the location
Disliked: The elevators were horrendous!! Took us 7-8 minutes to get an elevator. I wish they had a microwave in the hotel room. They should put blinds the block the light from the bathroom in the two bedroom suites. The breakfast buffet was not good quality at all!
Piotr Sun, 1 December 2019
Liked: Great restaurants and friendly stuff
Disliked: Construction in the parking lot and reception areas.