Hilton Niagara Falls-Fallsview Hotel - 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.
Gina Wed, 17 October 2018
All in all it was...
Liked: Room had great views of the falls. Comforters on the bed were awesome and there were plenty of pillows.
There was an issue with the shade on the bathroom window that was fixed within hours of our notifying the front desk.
Disliked: There was leftover food in the fridge from previous guests. Although being able to park in the hotel garage was very convenient it was also expensive.
Linh Wed, 17 October 2018
All in all it was...
Liked: The property was clean & the staff were amazing
Disliked: Parking was too far. Tv buttons didn?t work.
Kazi Wed, 17 October 2018
Liked: Great view
Disliked: The AC was broken, got very hot during the day. They were supposed to change the room but didn?t . Pool was out of service. Toilet had a clog, overall very disappointed.
Tanya Wed, 17 October 2018
Liked: We had stunning room with both waterfalls view.
Hashik Wed, 17 October 2018
Liked: Pretty much everything except the sbove
Disliked: Everything was good except that swimming pool and gym had to be used at Sheraton
Janet Wed, 17 October 2018
Liked: Room was clean pleasant and comfortable
Disliked: Parking atrocious. As a handicapped person I was forced to park in the last section. I saw construction but was told the closest spots were for valet. Some close handicap spots should have been provided and for 3500. This was unacceptableloved hotel parking atrocious
Heather Wed, 17 October 2018
Liked: The view
Adam Wed, 17 October 2018
I'd rather stay a a...
Liked: I enjoyed how comfortable the beds were very roomy and easy to fall asleep in
Disliked: The hotel was under renovations and they had not let us know prior to booking signs in the hotel stating they were under Renovations were so small the people who are Unknowing wouldn't have known because they didn't tell us at the front desk and because of this the pool was not in use which I was looking very forward to . The front desk did not let us know that the pool was not in use and had to find out on my own by traveling downstairs in my bathing suit and a towel they offered me a key card to their brother hotel that's connected and I went to use their facility the key card did not work so that hotel had given me another key card I had tried that one that one also did not work so needless to say I did not use a pool the entire time I was there I let the front desk know both of them said that it was out of their control but after walking around for 45 minutes in a bathing suit and a towel I gave up they weren't very nice about the whole situation either they did not offer anything else or apologize for my troubles. Also when I had gotten there they have not informed me that parking wasn't part of my hotel stay so I had to pay extra for parking which meant driving 2 blocks away to be able to afford it. On another note don't expect a cheap deposit I had saved and set aside $80 not knowing what the deposit was because it was not listed and not told to me through email. The deposit was $200 same price as I paid for the room which I found quite ridiculous no I am not cheap skate I just don't like surprises not enough information was given to me during my stay and it set the tone for my whole weekend. Oh and just to add another side note my room still had pubic hair cut toenails and an unclean shower also in the shower there's a light fixture that was loose able for me to pull down and possibly get electrocuted with no note anywhere stating that there was a loose light fixture.
Derek Tue, 16 October 2018
Good location but otherwise over...
Liked: Proximity to Niagara Falls
Disliked: Small room, restricted view of falls, expensive dining
Richard Tue, 16 October 2018
Liked: The King size bed was great. The room had wonderful view of the falls. We enjoyed the layout of the room. In room safe and mini fridge. The coffee pot is something you take to college. There also package for breakfast and tours though the Hotel, you will to try and take advantage of or book though the hotel website.
Disliked: The hotel is under construction, they worked Late Friday night. Also woke up to them working Monday morning before 7. Parking is also the Highest in the area. 45 Valet and 35 self service. No drop off area near the entrance. The bathroom is great in size but you must