Niagara Fallsview Hotel — Hotel in Niagara Falls

WORST IHG Hotel Experience I’ve Ever Had – Completely Unacceptable for a Supposed 4-Star Property

I’m shocked that this hotel is part of the IHG Group. After a 7-hour drive from NYC, I arrived at the hotel around 10PM on May 31st. I parked in the front hotel parking lot (there were no visible signs indicating I had to check in before parking—see attached photos) and went to a nearby restaurant for dinner.

After dinner and a couple of cocktails, I returned to check in. The hotel doors were locked (as expected after 10PM), but instead of being greeted or assisted, I was ignored for several minutes at the entrance while two front desk staff—one Black male and one Asian male—stayed behind the desk and made no effort to open the door.

When I was finally let in, there was no greeting, no professionalism—only immediate hostility. I was aggressively questioned about where I had parked. I explained that I parked in the lot right in front of the hotel. I was then rudely told I had to move my vehicle to a remote lot located 0.5 miles away, despite already being parked for over 2 hours.

I clearly explained I had consumed alcohol and was uncomfortable driving on public roads. Their response? A cold ultimatum: move the car or we won’t check you in. No empathy. No explanation. No solution. Just threats.

Reluctantly, I returned to my car, only to find that they hadn’t explained how to exit the lot without paying $15—despite the hotel charging $45 for overnight parking. I had to call the front desk twice, and only after raising my voice did they finally open the gate. Not once did they walk out to help or offer any instructions.

This is absolutely appalling treatment, especially at a hotel charging $450 per night. No hospitality, no warmth, just power-tripping front desk staff who clearly should not be working in hospitality.

I demand a formal response and investigation from IHG. My reservation was under Anton Kashirin, confirmation number 83354249. I expect disciplinary action taken against both individuals on duty that night and a written explanation for how such behavior is acceptable under...

We were really disappointed by the sudden change in management at this hotel (December 2024 month) which definitely put hiccups on our holiday plans.

The hotel was sold unexpectedly, with no prior notice to guests, that left many reservations at risk—including ours. I had to call four different hotlines (IHG, Choice Hotels, Radisson, and Niagara Hotel & Suites Fallsview) just to ensure our reservation was secure and that we wouldn’t be charged double, since it wasn’t fully cancelled from Choice Hotels/Radisson Fallsview website (IHG Hotels were the new owners) which shouldn’t be the guest’s fault and should be the company’s job to migrate to the new system and cancel all the old reservations. It’s very unfair to the guests.

It felt like both hotel managements were very greedy and prioritizing their own interests over customer service, especially during the peak holiday season (starting with the Christmas weekend).

Fortunately, our reservation was for a week after the change.

On top of all of this, we were again very frustrated to find that the rates had increased significantly, and since the original price was no longer available on the site (due to the ownership change and blank page when redirecting to the old reservation), we were unable to address and complain this directly.

I’m not giving this hotel one star but rather a two stars for two reasons:

1. our room was upgraded to a Fallsview that time, and
2. the front desk staff remained patient and professional, handling the situation with Canadian hospitality despite what I’m sure was a difficult situation with numerous complaints from a lot guests night/day both in person,...

We had a fantastic experience at the Niagara Fallsview Hotel and Suites during our recent stay. After our first visit in the winter season, we returned this summer and were even more impressed!

In winter, the hotel's location was convenient, close to all the attractions and amenities. But in summer, the walkability to so many of the main attractions really elevated our experience. We were able to explore and enjoy the area at our own pace without needing to drive.

The hotel staff went above and beyond to be welcoming and accommodating, making us feel right at home. The room, the hotel itself, and the pool were all in excellent condition. The hotel is currently undergoing renovations, and we noticed the updates to the washrooms. They were modern, clean, and well-maintained.

One of the highlights of our stay was the Turtle Jack's restaurant downstairs. The host greeted us with a warm welcome, and the atmosphere of the restaurant was fantastic. The food was absolutely delectable, each dish was full of flavor. But what truly stood out was the service. Our server, Cassandra, provided impeccable service. In fact, it was the best service I have personally ever experienced. She was attentive, friendly, and made our dining experience even more enjoyable.

And, of course, we appreciated that the hotel is pet-friendly, but there was absolutely no smell or indication that pets had been there, which is always a concern with pet-friendly accommodations.

All in all, it was a great visit and we’re already looking forward to coming back. Highly recommend this hotel for anyone visiting...