DoubleTree by Hilton Hotel Niagara Falls New York — Hotel in City of Niagara Falls

My family stayed at your hotel on July 2, 2025 and checked out on July 3, 2025. Most of your staff did a wonderful job with our accommodations so I wanted to acknowledged that. Gracie was very pleasant and nice during the breakfast, Jim the engineer/ maintenance man was very professional, helpful and very apologetic for the incident even though it wasn't his fault.||I will describe the two situations that is causing me to write this email. My family and I checked in at around 5:00pm and we were met by the front staff who was extremely nice. We received our room keys and placed our belongings in room 309. We immediately left to get a few things at the fashion outlet mall, we went to dinner afterwards, then decided to go to the view the falls. By the time we got back to the hotel the time was 9:20pm. My eight year old daughter wanted to go swimming since the pool closes at 10:00pm. Her and my son rushed to the room to change into their swimming trunks and suit. My wife went to the bar to use the drink vouchers we got. I was busy getting the shopping bags from the car. When I went upstairs I saw my kids still outside the room. My son had a key and he thought he demagnetized the card so I tried mine. My key didn't work as well. I rushed downstairs and told the front desk staff that the keys weren't working. The front desk asked if they were any colors on the door. I said the door was flashing green. He called Jim on the headset to see if he can take a look at it. Jim tried to use his key but that didn't work. He then tried reprogramming the door with his plug in device and that also didn't work. Jim then tried using a metal rod and string in order to open the door from the inside of the room. Jim tried doing this for over an hour. We needed to get into the room since all of our belongings were in the room with the exception of the things we just purchased at the Fashion outlet mall. After about forty five minutes of Jim trying I went downstairs and spoke with the staff and they said we can switch rooms. My daughter and wife went into the other room which is room 311. Jim was still trying to get room 309 open so we can get our belongings. My son and I tried helping Jim but it didn't work. I then went downstairs and spoke to the staff about our options since we were leaving in the morning and we still didn't have our belongings. One of the front staff members found another metal rod device that could be used to open the front door. He went upstairs with me to give it to Jim since Jim was leaving at 11pm that night. By the time I went upstairs with the front staff member Jim got the door open. My family and I got our belongings from room 309 and moved them to room 311. The front staff gave us breakfast vouchers for the inconvenience. ||The next morning is when the second incident took place and in my opinion this one was way more damaging. My daughter and I went downstairs to drop off our bags and placed them in our car. we went to breakfast to use the breakfast vouchers, my wife me us about 20 minutes later and then finally my son did at around 10:00am. My daughter and wife went to the buffet and got a few things, I placed an order with Gracie at 9:52am, I called my son to see if he wanted something and he said he was on his way down to the lobby. He decided to get the breakfast buffet. Since my daughter and wife didn't like the buffet to o much I ordered an omelet instead. Both my wife and daughter went to the carto place my wife's bag. My wife came back to give me cash so we could tip Gracie. Gracie apologize for the kitchen staff in getting my omelet. I was the first one of my family to try and get breakfast but it never arrived. Once I received the cash from my wife and placed the tip on the table. Gracie spoke to the restaurant manager about my order and she said the meal would be comped. At that time I told her that the breakfast coupons covered the meal in its entirety so she didn't do much. The frustrated part of this was the fact that I saw other people sit after me and they placed food orders and they got they meal before mine was ever delivered. I honestly could deal with the restaurant experience but what I dealt with at the front desk is what made everything worse. ||I went to the front desk to get my bill so I can leave out of your hotel. I was met with Caroline. In all of my years at visiting a hotel, let alone a Hilton hotel I have never been so frustrated at a hotel employee in all of my life. I was with my son when I requested a bill. Their was another lady who stocking the beverage station near the front desk. I asked Caroline for my bill so I can leave, I gave her my room number of 311, I tried explaining to her of my experience at the hotel, at being lockout out of my room, Caroline just smirked the entire time. I asked her for the maintenance guy from the previous night since I never caught his name. She provided me with Jim name. Caroline said that on my bill the restaurant wasn't showing up yet. I told her what just happened. I asked her how much is my daily diamond credit for and she stated it was $30. I grabbed a Pepsi, a KitKat, and a starburst. Smirkingly she said you still have $18 to use at the bar, I said I don't care and just want my bill so I can leave. At that moment I knew I was going to speak regarding the entire experience. I asked for Caroline name and she gave me a card and wrote her name on it. She gave me my bill and my son and I walked off. Before we even reached the doors to leave we here Caroline laugh at us for our experience. My son said what's so funny to Caroline. We turned around and headed to the front desk again. I asked Caroline who is the manager and can I speak to them. I asked if she was the manager and she said she wasn't it. By this time the other lady was done refilling the snack area. I spoke to her and asked when the manager will be at the hotel, I asked for your card, and she provided everything to me. At no point did I disrespect anyone at your hotel, cuss at anyone, or do anything to justify Caroline behavior. The evening front desk staff, Jim, Gracie, the other lady at the front desk were all nice, but Caroline was awful the entire time. Her customer service was embarrassing, poor, and any other negative word you could use to describe her lack of professionalism she displayed during my brief interaction with her. The $171.82 that I paid for this entire experience was something I will always remember. I since then sent an email to the manager and never received a response. Once I got home and settled in I contact the manager to discuss my experience and he didn't have...

Worst experience that you can have from Hilton group hotel only good thing about this hotel is the view and proximity of the location We stayed in room number 821 and 823. My guest came from London and they wanted to see Niagara Falls so I booked two rooms through my Hilton credit card We checked in through Hilton app and went right to the room and got ready to go out and see a night view of Niagara Falls as soon as we walked in I can see that the carpet is pretty old and there was a stain plus they had painted the ceiling and some of the paint was on the wall paper that cleaned but you still can see the stains Overall, the room was OK but not Hilton standards The sink in the bathroom was not draining and toilet flush was very slow Shower door was not closing. It just rolls back every time you close it. So you have to keep closing the door while you are taking a shower. Overall, the rooms need a proper Hilton standard renovation Plus, every hotels that I stayed in the past had a garbage bag in all of the trash cans in this room there was no garbage bag Plus, the bed frame for both of the rooms was for king size bed and they had put a queen mattress so the frame itself is sticking out and when you try to sit on the bed, you keep hitting your legs in a frame because it’s oversized. Apart from all these, the most annoying thing that me and my guest experience was the beds I went with four adult and three kids and all of them were complaining next morning that the beds were very noisy. They were keep getting up middle of the night just because how noisy those beds were even with the slight movement and changing position it makes a crackling noise, no matter how slowly you move Me and my wife were in room 821 and and we didn’t have a good night sleep neither my guest in room 823 Next morning we went down and complained about this to the Front Desk and also ask them about a breakfast and she told us that the breakfast is not including in your stay And (she also asked me for my phone number and told me that general manager will contact you about your bad experience with the hotel but nobody reached out to me ) so after that we just checked out and left Later that day I receive a email from general manager saying about breakfast is not included in my stay and try to redirect the whole situation to a different topic because we ask them about the breakfast being not included in the stay which we understood but the general manager attitude towards replying about the experience that we had with the hotel was not pleasant and I feel like they are trying to hide all the issues that these rooms have by giving a customers 5000 points credit back to their credit card just to satisfy their experience It’s not worth it when the room cost is $300 each and they are just giving you 5000 points and hiding all the problems We travel 6 1/2 hours from New Jersey to see a Niagara Falls and we booked a Doubletree hotel so that me and my guest can sleep peacefully at night and enjoy their vacation but even spending this amount of money and getting this kind of experience from Hilton is not worth it I’m surprise Hilton group hotels and Hilton management disregarding all these issues and still giving them a higher standard . If you really want to waste your money and stay here just because of its location then it’s your own choice but personally, I will not stay in this hotel again based on experience that I had . And overall experience that I had with the Hilton group hotels I was not expecting this at all specially by Hilton As I was a...

We chose this hotel as it is very close to the falls. If you exit from the back of the hotel the walking trail is right, there along the river. The falls are about a 10–15-minute walk. You can also park in the back lot. We checked in a little earlier than our time and thankfully our room was ready. The front desk staff are extremely friendly and helpful with everything we asked them for. Upon arrival they offered us warm chocolate chip walnut cookies. This quickly became a daily routine with the kids as one of the staff members let them know they can have as many as they want. 😊 Our room (two queen bed suite) was enough space for 2 adults/3 children. This room has a sitting area with a pull-out couch and another TV. This room also comes with a refrigerator and a microwave. The first day we got here within two hours we could not get into our room with the key, we later found out the battery in the key reader was dead. We headed down to the front desk and they let us know someone would meet us upstairs to fix it. I’m thinking we would be waiting forever however this pleasant and efficient maintenance man took less than 5 minutes to meet us to fix the battery and make sure it worked. On the second day we were here we realized we did not have a microwave in our room. When we went to the front desk, we were informed these rooms are supposed to have microwaves in them. Not too long later another pleasant and efficient maintenance man delivered us one. A note for families with children; they have a lot of TV channels to offer in the room during downtime. The housekeeping department came daily and always replenished our towels, made the beds, and collected the trash. Whenever we would need extra of anything they would always have it in our room. The kids loved the pool and jacuzzi and it was never overly crowded. We had breakfast twice at the hotel. The first day we did the breakfast buffet which included cereals, fresh fruits, oatmeal, yogurts, eggs, pancakes, French toast, breakfast meats, bagels, breads, pastries, juices etc. Children 10 and under were free. The food was good, and everyone enjoyed it. The staff at the restaurant were also very friendly. Fantastic hospitality by the entire staff during our...