The Brock Niagara Falls Fallsview, Tapestry by Hilton — Hotel in Niagara Falls

Pros: Kinda clean … nice décor.||Cons: Everything else.||||Breakdown: I booked a 2-night stay at this hotel for the convenience of having close access to the Niagara Falls Waterpark. ||||Room: (Small, uncomfortable, tiny shower/washroom, no microwave or ice machine)||It was very small, with very little space for anything; it had a small fridge, and TV, no microwave, or phone. The bathroom was tiny, and the shower even smaller. My mom was with us, she is 5ft, 120 pounds and could barely fit in the quarter shower they had in the washroom. When I used the shower, I could not turn around without constantly hitting the walls and the door of the shower. This standing shower was definitely a nightmare.||||Lineups: (Long lineups for everything – checking in, out, elevators, poor design)||They only have 3 hotel staff to check you in/out or deal with issues. Most of the time, the lineups lasted 45 minutes to an hour. Could be due to many people taking time complaining about issues and slow staff. When you finally get to check in, you have to deal with the elevators. They only hold like 6-7 people, so when you have to go to your room, you have to wait like 15 minutes for an elevator, or you can always take the stairs with your luggage. ||There are two elevators. One connected to the parking and water park, and the other to the hotel. So, to get to the waterpark, you require 2 different elevators and so have to wait in line 2 times for an elevator to get to your destination. ||||Prices: (Very high, especially for what you get and the service you receive). ||So originally, I booked my trip with Expedia. The price was around $527 for 2 nights with access to the waterpark. Once there, after an hour in line to check in, I was told that my stay did not even include access to the waterpark. This was the only reason for staying at this Hotel. So, I had no choice, I had to purchase tickets, $50 each x 4 family members, so an extra $200 out of pocket. At the end of my stay, at checkout, my bill came to over $900! ||||Why? They charged me extra for destination fees, parking of $45/day, taxes, and whatever type of made-up charges they could think of. ||||When I complained, they said it was Expedia’s fault. They should have included those charges when you booked your stay online. I could not believe my ears, but I didn’t want to breathe too hard because I was scared, they might charge me extra for using up extra air.||I just wanted to get out of there as fast as possible before they found something else to charge me for. ||||Again, with this hotel, nothing is fast. Remember the 2-elevator system, well we were caught like traffic during rush hour, waiting for 2 different elevators – one to get out of the hotel, and one to get into the parking area.||Once I finally got to the parking attendant, I asked, what is your daily rate? He said, $40. ||||Wow, so by staying at the hotel and being a valued customer, I get to pay an extra $5/night for parking. Why was I surprised? Outsiders pay $40, and I paid $45/night. ||As I finally left the hotel and started driving around Niagara Falls, I started seeing all these signs like $90/night, and $15 parking. Some locations even advertised indoor pool, internet and free parking. ||I just shook my head and left for home. ||||So, to sum it up, the Waterpark itself had long lineups for everything, especially the rides, it was crowded and the food was ridiculously expensive, $5 for a water bottle, but my kid had fun so I accepted it. ||||The hotel – was another story. Never again.||Lesson – be aware of the extra charges and don’t be fooled like I was, ask many questions before booking, don’t assume anything is free or included. ||The Brock Hotel was very disappointing; I will never stay there or recommend this place to my worst enemy. ||||Oh, and no free breakfast, no microwave and no ice machine. You have to use the elevator again to access the ice machine, or microwave. ||||Bonus! There was a coffee machine, with a free water bottle to use for the coffee, but wait, upon closer inspection, the bottled water was open, with a couple sips missing, so in the garbage it goes....

Breakdown: I booked a 2-night stay at this hotel for the convenience of having close access to the Niagara Falls Waterpark. Room: (Small, uncomfortable, tiny shower/washroom, no microwave or ice machine) It was very small, with very little space for anything; it had a small fridge, and TV, no microwave, or phone. The bathroom was tiny, and the shower even smaller. My mom was with us, she is 5ft, 120 pounds and could barely fit in the quarter shower they had in the washroom. When I used the shower, I could not turn around without constantly hitting the walls and the door of the shower. This standing shower was definitely a nightmare. Lineups: (Long lineups for everything – checking in, out, elevators, poor design) They only have 3 hotel staff to check you in/out or deal with issues. Most of the time, the lineups lasted 45 minutes to an hour. Could be due to many people taking time complaining about issues and slow staff. When you finally get to check in, you have to deal with the elevators. They only hold like 6-7 people, so when you have to go to your room, you have to wait like 15 minutes for an elevator, or you can always take the stairs with your luggage. There are two elevators. One connected to the parking and water park, and the other to the hotel. So, to get to the waterpark, you require 2 different elevators and so have to wait in line 2 times for an elevator to get to your destination. Prices: (Very high, especially for what you get and the service you receive). So originally, I booked my trip with Expedia. The price was around $527 for 2 nights with access to the waterpark. Once there, after an hour in line to check in, I was told that my stay did not even include access to the waterpark. This was the only reason for staying at this Hotel. So, I had no choice, I had to purchase tickets, $50 each x 4 family members, so an extra $200 out of pocket. At the end of my stay, at checkout, my bill came to over $900! Why? They charged me extra for destination fees, parking of $45/day, taxes, and whatever type of made-up charges they could think of. When I complained, they said it was Expedia’s fault. They should have included those charges when you booked your stay online. I could not believe my ears, but I didn’t want to breathe too hard because I was scared, they might charge me extra for using up extra air. I just wanted to get out of there as fast as possible before they found something else to charge me for. Again, with this hotel, nothing is fast. Remember the 2-elevator system, well we were caught like traffic during rush hour, waiting for 2 different elevators – one to get out of the hotel, and one to get into the parking area. Once I finally got to the parking attendant, I asked, what is your daily rate? He said, $40. Wow, so by staying at the hotel and being a valued customer, I get to pay an extra $5/night for parking. Why was I surprised? Outsiders pay $40, and I paid $45/night. As I finally left the hotel and started driving around Niagara Falls, I started seeing all these signs like $90/night, and $15 parking. Some locations even advertised indoor pool, internet and free parking. I just shook my head and left for home. So, to sum it up, the Waterpark itself had long lineups for everything, especially the rides, it was crowded and the food was ridiculously expensive, $5 for a water bottle, but my kid had fun so I accepted it. The hotel – was another story. Never again. Lesson – be aware of the extra charges and don’t be fooled like I was, ask many questions before booking, don’t assume anything is free or included. The Brock Hotel was very disappointing; I will never stay there or recommend this place to my worst enemy. Oh, and no free breakfast, no microwave and no ice machine. You have to use the elevator again to access the ice machine, or microwave. Bonus! There was a coffee machine, with a free water bottle to use for the coffee, but wait, upon closer inspection, the bottle water was open, with a couple sips missing, so in the garbage it goes....

Updated Review: A Positive Resolution and Great Effort by the Hotel

I’m updating my review to share that the Crown Plaza Hotel has gone above and beyond to address the concerns I raised during my stay. While they didn’t refund all of my points, they refunded most of them and also refunded me for the breakfast, which unfortunately did not meet the expected standards. Furthermore, they provided complimentary passes to the water park for our next stay as a gesture of goodwill.

The hotel has done absolutely everything to try and solve all the issues I experienced. They have shown a genuine commitment to ensuring their guests leave satisfied, which I greatly appreciate. It’s clear that they value feedback and are actively working to improve their services and facilities.

I plan to follow up during my next visit in a few months to see if the repairs to the room have been completed. I’m optimistic that the improvements will enhance the overall experience, and I look forward to staying here again. I’ll also provide another review after that visit, including my experience with the water park and any changes I notice.

At this point, I do recommend staying at the Crown Plaza Hotel. They have addressed my concerns thoroughly and made every effort to resolve any issues, ensuring that future stays will be even better.

Original Review.

My experience at Crowne Plaza Hotel in Niagara Falls began on a positive note, with the staff demonstrating excellent communication before my stay. I emailed several times with questions, and each time, the staff was prompt, helpful, and professional. Upon arrival, I was pleased to find that my room had been upgraded to a spacious suite with two rooms, which felt like a generous upgrade and added to the initial excitement.

However, the positive experience was short-lived. Upon entering room 308, there was a faint musty smell that I didn’t initially pay much attention to. As a hotel reviewer, I typically conduct a thorough inspection of the room right away, but on this occasion, I delayed my room check until the next morning. This is when I discovered a major issue: black mold around the windows. It was clear that there had been a leak that had been left unaddressed for some time, allowing mold to form. The wood around the heater unit was also rotten and moldy, which seemed to be the source of the unpleasant odor I had noticed earlier.

I took detailed photos of the mold and sent them to hotel management immediately. Mold is a serious health concern, and this was not a minor issue that could be overlooked. I was hopeful that the hotel would address it promptly and appropriately.

Sadly, the customer service following this discovery was underwhelming. Despite the severity of the issue, I was not offered the room refund I expected. Instead, I received two complimentary passes to the indoor water park as compensation. While I appreciate the gesture, it felt insufficient given the circumstances.

I replied to their email, expressing that I didn’t feel the offer was adequate, but have not received a response since. This lack of follow-up is concerning, as it seems the hotel's commitment to resolving guest issues doesn’t match their initial hospitality. In contrast, I've had a similar experience at a hotel in Windsor where the management not only refunded my stay but also added points to my account, apologized sincerely, and used my photos to train housekeeping staff. That level of service is what I expected here, but unfortunately, Crowne Plaza has not met those standards.

At this time, I cannot recommend staying at Crowne Plaza Hotel, Niagara Falls. While the staff was initially welcoming, their response to such a serious issue has been disappointing. I hope my feedback leads to improvements, but for now, I would advise potential guests to be cautious, as it seems the hotel is better at getting you into the room than resolving issues if something goes wrong. I will update this review if the...