Hilton Niagara Falls/Fallsview Hotel & Suites — Attraction in Niagara Falls

I booked a 2-bedroom deluxe suite with US/Canada Falls View (our room was on the 31st floor of the North Tower). I can honestly say this was the worst experience we have had in terms of accommodations.

First and foremost, there was one elevator blocked off and out of order, and another elevator was apparently not working either. This led to an over 30-minute wait to get ON an elevator either going up or down, and of course we had activities planned around town so that kind of delay really interfered with the itinerary we had planned. We actually missed the first one we had planned because we didn’t know of this elevator fiasco at that time. When we did get on an elevator, it was always packed full of sweaty, upset people (sometimes you couldn’t even squeeze on because it was so packed, so you’d have to wait another 30 minutes). We actually descended the many flights of stairs three times, and this includes two children. On the elevator rides full of irate people, we heard “this is the worst ever” and “I’ll never stay here again” and “what horrible planning by the hotel for maintenance” and comments like that. I fully understood and agreed with all comments. If that was the only issue, it would have been a bad, isolated inconvenience. It was not. Additionally, the sinks pumped out scalding hot water (my daughter burned her hand once) and it was a mystery how you were supposed to get cold water and not lava-temperature water. Further, the room was beat up in places, like a spackled over hole in the ceiling they couldn’t even bother to paint. There were stains on the couch cushions, the bathroom door was broken and jammed all the time, there was no microwave. Keeping the list of issues going, forget about trying to do anything online, since the Wi-Fi was slow as molasses and we had to keep switching from one Wi-Fi link to another wherever we went in the hotel complex. I’m not done. There was no on-site parking available, and valet wasn’t even an option! I was willing to pay the already-high price of either $85 for on-site or $100 for valet, but I couldn’t even do that. Instead, I had to park a few blocks away and take a darn shuttle, and STILL pay $50 per day/night! The room was far too expensive for what we received in return.

We complained about everything toward the end, and the explanation we received from a manager Anthony was, “Well, it’s very busy due to concerts.” My response was: So what?! Isn’t that the point of a big hotel? Your job is to plan for this and accommodate for the busy nature. We told them we were going to try to make up for the things we missed by doing them the day we checked out and wanted to check out late, which is a $75 charge, and they waived that fee. But that was all we were offered for all this nonsense we had to deal with. That is a horrible business model, and we will never stay in this shabby hotel again and will shy away from all Hiltons as a result. I mean, things happen with any stay. Sometimes there’s an issue here or there. Without fail, though, the hotels we have stayed at that have had inconveniences have made up for it. Often, they go out of their way to try to not only make up for it, but to try to bring us back for another stay to prove they are a good establishment. But here? Nope, just a “hey, we are busy” and a $75 credit for late checkout (which we HAD to do to make up for the activities we missed), despite this laundry list of issues.

So, I would highly caution you to stay away from this place. If you are still considering it, I’d call to make sure they don’t have elevators out of order, that they’ll have parking, and that they actually value you as customers. You may not get an honest answer as the front desk argued with me insisting there were no elevators out of order. It’s telling they don’t even know what’s going on in their own hotel. I certainly didn’t feel like I was valued at all, even though I shelled out a good deal of money for a premium room.

UPDATE: I emailed them after they requested and they ignored & never responded. Hilton...

I stayed at this Hilton earlier this week to celebrate a very special occasion - my engagement. While I was looking forward to a memorable and luxurious experience in a premium room, I was disappointed that my stay didn’t meet the standards I expected, especially given the cost and branding. The Fallsview was beautiful, but the room offered no real perks (aside from two complimentary water bottles that are otherwise $5 each), which didn’t justify the upgrade. This disconnect was especially frustrating when paired with the steep parking fees of $65 per night, totaling $140.

I was also told there would be a $15 charge for two champagne flutes to be delivered to our room to celebrate—even after I offered to pick them up myself. For a “premium” room experience, that felt unreasonable. I declined. Later, my fiancé called and agreed to the charge, but was told they’d take 30+ minutes. After we voiced our frustration, the tone changed and they arrived in about 20 minutes. The lack of consistency and hospitality was noticeable.

We also had a hygiene issue. When trying to use the in-room jetted hot tub, we discovered red fabric stuck inside the jets. Once filled, the fabric floated to the surface. We had to drain it and clean the jets ourselves. This was gross and not what we expected for a premium room experience.

We booked the infinity pool for 8 PM on our first night. The website said there was a separate adult pool from a children's pool with supervision until closing. When we arrived, the adult pool was overrun with children doing cannonballs and running around the deck. A group of adults in outdoor clothing came in and stood by the pool watching everyone and taking photos of the "view". My partner and I were in those shots. It made us deeply uncomfortable. None of these people came in the pool. No staff were present to manage the area. We left our hour-long booking after only 15 minutes. The guidelines and booking system were not enforced at all, which ruined what should’ve been a peaceful experience.

On our final morning, we were abruptly woken by construction noise at 8 a.m., well before the 11 a.m. checkout time. The hammering sounded like it was next door. After enduring 45 minutes of noise, we called the front desk and were told the building was under renovation. We were never informed of this at check-in. Had we known, we would’ve asked to be placed in a different part of the hotel. This lack of communication forced us to check out an hour and a half early and ended our trip on a sour note after being abruptly woken up with the constant noise.

On a positive note, I want to commend the restaurant staff. Every dining experience was immaculate and the service was excellent. My concerns lie entirely with hotel operations and amenities—not with the restaurant team.

There were clear signs we were in a premium room, including the water bottles for premium guests and the difference in floor décor. Sadly, that only added to the disappointment, as the overall experience we expected didn’t reflect premium standards.

I hope this feedback is taken seriously. It’s unfortunate that our engagement celebration was repeatedly overshadowed by issues with the hotel. I never thought I’d say this, but I no longer feel confident staying at Hilton—or recommending it to others looking for a true premium experience.

Further Update: Its been two months since this hotel replied to my review, telling me to call them, and since June no one has ever called me back. The number they provide is just a main line and the operator does not know who to connect you with because no extension is provided. The operator, four times, just sent me to the front desk of the hotel and no one picks up. I've left multiple messages and no response.

In summary, don't be fooled reading their responses to bad reviews by thinking they actually follow up to do anything. I'm here to reassure you its for show. They do not follow up with their unhappy patrons and couldn't care less. Still don't recommend this...

I recently spent 3 days and 2 nights at the Hilton in Niagara Falls attending a conference held across the road at the Casino. While I only needed a place to sleep and get ready for the workday and the evening dinners, I was more than a little disappointed with a company whose name is synonymous with excellence in the hotel industry. Staying first on the 11th floor of the South Tower, then moving to the 18th Floor of the South Tower, I found the following issues: 11th floor - the room presented very nicely but was apparent that it was not fully vacuumed from the last time it was used. Used tissue paper behind the city-facing curtained window. A purple razor was left in the shower from the previous guests stay. Which made me worried about the cleanliness of the shower. The bathmat, did have what looked like stains on it. While apparently clean, it is still unnerving to say the least. It took a full 5 minutes for the shower water temperature to change from lukewarm to hot. But it did eventually get hot so that was okay. No hair dryer. Had to call for one to be brought up. No full-length mirror. May or may not be an issue to anyone else…but surprising since I have never stayed at a reputable hotel without one in every room. However, the biggest issue that required me to be re-roomed was the industrial noise in the room from the HVAC units (maybe?) that created a constant high to mid pitch noise that did not stop at all, and even permeated through my Loop earplugs. Asking to be moved, the Front Desk people were very nice. I explained the problem, and at first they seemed hesitant to move me, but I did explain that if this was not possible I would have to ask for a refund so I could re-book elsewhere. Complying, I was given a new room. I then had to re-pack everything and haul it up to the 18th floor where I found the following: 18th floor - being placed right beside the pool, I dealt with a heavy chlorine smell. That isn’t actually so bad for me, but fair waring to anyone on that side of the tower, it’s quite pungent, but not horrible. The room presented as clean and pleasantly quiet, and while I didn’t really care about view, this room only looks at the building beside it without falls view or city view. Hello concrete! The closet is oddly right beside the bed, so the doors did not open fully. This is particularly frustrating when trying to hang days of both professional and business casual clothing from a suitcase, angling around the door and the bed. The bed was not comfortable at all, too soft, and had a really weird hard edging on the mattress. To be fair the bed in the first room was fine, you just couldn’t get to sleep with the noise. The toilet seat was loose. But honestly, I am not sure which room it was now. Either way it was not a fun ride at 3:00 am. But the thing that topped this stay for me was ANOTHER shower water temperature issue. Except this time, the water NEVER warmed up to hot. AT ALL. Highly disappointing and very, very frustrating at 5:00 am. Makes for rinsing both shampoo and conditioner difficult, and you feel weirdly soapy all day. But mostly it’s just a really crap way to start a long workday. Frankly, if all the guest is asking for is a quiet night and a hot shower, it become apparent that it wasn’t going to happen at this hotel. Finally, again, another room without a full-length mirror.

Folks, this may be nothing to some of you, but to others that live their lives out of a suitcase for work, these small things add up.

Hilton Fallsview – do better please. I won’t ever stay there again, but please make sure new guests don’t have these similar issues. Niagara Falls is a really cool destination stay and no one wants to feel like they are simply a revenue stream while on vacation or at work. By the looks of similar reviews, you just don't care to fix what people are trying to tell you are...