Niagara Falls Marriott on the Falls — Hotel in Niagara Falls

My family and I spent one night in the Jr. Suite (me, my husband, and our 2 kids ages 6 and 8). Great location and the view of the Falls was amazing. Unfortunately, there are too many downfalls to this hotel and my stay, that it was undoubtedly not worth the money.

Con: 18% gratuity plus $5 for delivery of food to our room from Milestones literally one floor below our room. Would it kill the Marriott to offer free delivery especially to customers paying $600+ to stay in the Jr. Suite for one night? No perks for customers paying for this Suite, not even dish soap or napkins offered in the small kitchenette in the room. And the tiny fridge is located on the floor and not cold enough. ON THE FLOOR... in a Jr suite. I can't.

When I asked if there were ANY perks the lady at the front desk said once I collect a lot of points then I get late checkout, etc. She also forgot to ask me for the room keys at checkout. I had to go back to the hotel when I realized I still had them.

Con: $45 for parking and no parking security. Bring the club for your steering wheel just in case.

Con: we called down for a couple extra pillows - they never came.

Next con, we stayed in August, during a heatwave and the hotel offered no relief from the heat. Our AC was on all night and it was still warm in our room. The lady at the front desk said that "Oh those rooms on the high floors... are hard to cool." Really? Well, include that little tidbit of info on the website. The heat doesn't stop there, Milestones was a sauna and the waitresses agreed and begged us to complain so that something would change. The lobby was hot, as well. God save your soul if you are menopausal.

Another con, the pool area is gross. The floor is dirty, it is also a sauna in there, and the pool water is murky. It takes a few minutes to get a bucket of water and vinegar and a mop to clean that floor. Gross.

Since I am a CAA member, I got 2 complimentary breakfasts but the kids were $18 each. So, I'm thinking a buffet breakfast must be good for that price at Milestones. Terrible. My daughter and I have Celiac disease so we need gluten free food. Not good. The bread was awful and the muffins were a joke. We could eat scrambled eggs or an omelet, fruit, or toast. Because it's a buffet people use any tongs for anything so all cross contamination was happening and not safe for us. The fruit looked days old and the strawberries clearly had mold on them. Do not stay at this hotel if you have Celiac disease. My daughter's $18 breaky was half a muffin, toast, and bacon. Milestones needs to pull out of this hotel because at any other location it's a great restaurant.

Con: pullout sofa bed was a joke. The floor is a better option than that thing. Actually, the etra pillows thay never arrived were to help support our backs on the pullout. My 8 yr old had back pain after that.

I honestly feel I was taken advantage of... come stay in this room for the view and have a luxurious stay but really it's a cheap motel vibe. Just for reference, we hit up Great Wolf Lodge for 2 nights ($600 a night) right after and this is what we got there: meeting with the chef to walk us through the buffet to tell us what food is safe, personal gluten free pancakes, cupcakes, and pizza made-to-order for people with Celiac disease, AC literally blowing your hair everywhere you go (room, lobby, restaurants), clean water park, clean pool, clean floors, pullout sofa bed was comfy and super clean.

Moral of the story, I was reminded as to why I never stay over at the Falls when I live a half hour away from this beautiful landmark. I hate that I spent so much of my hard earned money on this stay and had such a terrible experience. Not worth it for the view of the Falls from the room, unfortunately. Learned my lesson. And Marriott, don't offer an AI apology here unless you're willing to reimburse me - which will not happen in this lifetime.

Ps. I am reading reviews where people are getting upgraded rooms without asking. Holy Moses I couldn't even get decent GF food and extra pillows....

The most disappointing part was the swimming pool. While we didn’t come here specifically to swim, we hoped for a brief relaxing time with our child in a proper 4-star hotel pool. But the moment we entered, we thought, “Wait, what is it?” And it only got worse. There was something like spinach floating in the water, which made us question the cleanliness, but the real shock came when we were leaving — there was vomit in the pool, left unattended. There was no staff monitoring the pool, so despite a large ‘No Diving’ sign on the wall, kids were freely diving without any supervision.

I’ve also never seen a hotel pool with no changing room. There are only two small shower stalls (right next to the pool, so you can’t change out of your swimsuit) and male/female restrooms. If you didn’t come down wearing your swimsuit from your room, you’ll have to change inside the restroom.

The Wi-Fi didn’t work well either. I went to the concierge after struggling for over an hour after check-in, but they couldn’t help me directly. Eventually, I had to call the technical support line they provided to get it fixed. Over an hour of stress, just for Wi-Fi access.

The fridge in the room was completely empty. For a room that cost over 600,000 KRW per night, I was shocked there wasn’t even a complimentary bottle of water. There is a water dispenser with ice in the lobby, so we had to remember to fill up our bottles before heading up to the room.

The bathroom was clean, but the hairdryer didn’t have a nozzle/head — a first for me in any hotel.

There’s an ATM behind the lobby. I withdrew 200 CAD using my Mastercard and was charged a 9 CAD fee. Given that my debit card (Toss Bank) usually waives international ATM fees, this fee likely came from either the hotel or Mastercard. Paying nearly 10,000 KRW just for a withdrawal felt like robbery. When I asked the concierge, one woman simply said, “I don’t know anything about the ATM.” (Though I did meet Monica, who was kind. Generally, the concierge staff didn’t seem helpful. Every time I asked a question, the responses were vague — like “I’m not sure” or “There’s nothing we can do.” On the second day, I asked if I could switch to a higher floor, and without checking, the staff member immediately said only lower or same floor rooms were available. It felt like they just didn’t want to bother helping — perhaps because they assume guests won’t return anyway.)

I booked via MyRealTrip for 2 adults and 1 child, with breakfast included. However, the reservation only covered breakfast for 2 adults. My child’s breakfast was charged separately to the deposit. The buffet also adds tips, which are deducted from the deposit too.

Another surprise — even guests were charged 45 CAD for parking. It seems hotels in Niagara Falls, knowing most visitors won’t return, do their best to extract every penny.

The hotel also charged a separate 36 CAD “Resort Fee”. When I asked about it, they explained it covered resort services and coupons. Except for one discount coupon for a restaurant on the 2nd floor, the rest of the vouchers were for places 20 minutes away on foot — nearly useless for families with kids. Even the Niagara City Cruise boarding point is farther from this hotel than others nearby. Apparently the hotel across the street (also Marriott) gives WEGO bus vouchers — but this one doesn’t.

We didn’t even use any facilities properly — the pool, the Wi-Fi, the so-called resort benefits — yet they still charged the full Resort Fee? That’s disappointing.

I know we likely won’t be coming back, but for families considering this place, I hope this review helps you choose more wisely. Even if hotel staff read this and change a little, I wouldn’t get my hopes up. Why would they? Tourists line up just to get the Falls view, and repeat visits aren’t common.

But I’ll leave all of that behind. The Falls themselves are breathtaking — beyond imagination. Let that be the memory I take with me. Just like the water that flows on, I’ll let the bad parts go with this...

I booked a junior suite at the Marriott on the Falls for my wedding. We paid $3,500 expecting a premium, memorable experience. What we got was a complete nightmare. Sure, the view was nice — but that’s literally the only thing this place got right. Everything else? Disgraceful, unacceptable, and downright heartless.

On my wedding night, a deeply sentimental gift bag from my mother — who is currently battling cancer — went missing from our room. It wasn’t garbage. It wasn’t tucked away in some forgotten corner. It was deliberately placed in plain sight and was absolutely there before we stepped out. When we returned, it was gone.

A long-time staff member had entered the room for cleaning around 3 PM. We came back at 10 PM. There are no hallway cameras, and conveniently, no footage showing what happened after the cleaner went in. The hotel admits to seeing the bag enter the hotel with my parents — and never saw it leave. And yet, they chose to hide behind “policy,” offering nothing but useless platitudes and cold indifference.

Let’s be clear: this was negligence. Guests — especially at a so-called premium hotel — should be able to leave personal items in their rooms without wondering if they’ll disappear during housekeeping. The fact that this happened on my wedding night makes it even more disgraceful. The hotel completely failed to provide a safe and secure environment, and they did nothing meaningful to address that failure.

AJ, a manager, was one of the most condescending, evasive people I’ve ever dealt with. He told me one thing, told my husband something completely different, and at no point took any real responsibility. In fact, he flat-out stated the hotel holds no liability whatsoever. When I asked for a copy of the incident report, I was told it would only be released to the police — like I was some kind of burden for demanding basic documentation after my mother’s gift was taken from my room on my wedding night.

Let me be clear: I wasn’t offered any real help, urgency, or even basic human decency. Not from AJ, not from anyone on staff. They were quick to fake sympathy, slow to follow up, and ultimately did nothing of substance to resolve the situation. Their pathetic idea of compensation? A free breakfast or a room service credit. As if I wanted anything from their kitchen after the way I was treated. I didn’t want their food — I wanted my mother’s gift. Or at the very least, a comped night as a gesture for ruining a piece of my wedding. Instead, they handed out worthless hotel write-offs and expected me to be grateful. They made it painfully clear they don’t care about their guests — only their bottom line.

This hotel doesn’t just fail at hospitality — it fails at humanity. It is heartless, negligent, and entirely unworthy of anyone’s trust, especially couples coming here to celebrate something as important as a wedding. They permanently tainted a once-in-a-lifetime moment for me. And AJ had the audacity to suggest I was the problem for demanding answers.

Edit (Update): After strongly disputing the situation - and writing reviews - a senior manager eventually acknowledged wrongdoing and refunded one night as compensation. This is how it should have been managed in the first place. I feel slightly better knowing someone finally took it seriously, but I wish it had been handled sooner — and that my husband hadn’t needed to spend so much time pushing for accountability during our wedding night and the days that followed. The gift was never recovered, and while I won’t be taking it further, the damage is done and the experience left a...