Hampton Inn Niagara Falls — Hotel in City of Niagara Falls

We checked in about 11pm after driving North Carolina. Upon getting into our room by hauling computers, equipment and a cart full of stuff that we need. To my amazement the room was filthy and the refrigerator was broken too! |I called down to the front desk spoke to Alicia, brought all the issues to her attention. She stated she was the only one person herself running the hotel. She sounded annoyed and overwhelmed. |She admitted that hotel's staff does not thoroughly cleaning each room after every guest, not even performing basic tasks such as vacuuming, dusting, mopping, or cleaning behind the bed. |She gave us the option to move to another room which might be dirtier than the first one as there is no staff to check. We decided to stay and we had our stuff taken downstairs to put it in the refrigerator. What an inconvenience. |To make matters worse, the manager, Joel Smith general manager,was called first thing in the morning and he was dismissive as it was okay that the room was dirty. He was unhelpful during our conversation, failing to address my concerns or provide any meaningful solutions as to how were we even assigned a dirty room to begin with. He changed our room then we moved the room was a not perfect but better than the first. We now had the problem that the safe was not working so we had to waste 2 hours waiting on the engineers to fix it that they had to get a new door for it. This is just the fact that I need to lock up my medication. I called Joel back and told him this is not acceptable he stated it is what it is! |The engineers that came into our room stated that this was the worst hotel to stay in the NY side as management don’t care they just want to make the hotel profitable at the expense of the guest and cutting employees. In addition, we leaving the room the housekeeping was having a party laughing and carrying on. On the first floor one of the housekeeper was having an argument on the phone with someone with her ear buds on. ||The A/C was making a weird noise for two days. I woke up stepping into water coming out of the A/C. I went to check out two days earlier as I was really upset and Mr. Smith stated I can’t do anything about it. Again, with the hotel motto it is what it is. |This just reinforces my belief that this hotel does not deserve to be associated with the Hilton brand and is not even worthy of being called a motel. Just because they remodeled the hotel with new furniture and accents it’s...

We arrived and entered into one of the the tiniest lobbies I have ever been in. It was crowded with people waiting to go on tours and was just very uncomfortable and not set up to accommodate the amount of people that were there. I was told our room was not ready yet. I had checked in on the Hilton App the night before. I came back 3 times over the course of 3 hours to then find out they didn't even have the room I had checked into. It was so frustrating because I had my dogs with me and could not do anything for those 3 hours, This hotel is pet friendly and is the main reason I chose it. I finally had to take a room on an upper floor. The girl at the front desk looked super young and seemed very unconcerned about what had just happened with the check in process. She could care less that my day was already ruined. By the way there is only one check in person and this caused long lines which I had to wait in each time I checked on the availability of my room. Not once did I see a manager attempting to help in any way whatsoever. I was so frustrated that we decided to go elsewhere the next day and had made arrangements with the Diamond line in advance. HOWEVER it then took an entire month and 4 calls for me to be reimbursed for the points I had used for my unused stay. Two different managers were supposed to reimburse me for them and never did. THIS SHOULD BE A RED FLAG as to how the hotel is run overall. Parking is very very limited and there were several cars parked illegally along a back road alongside the hotel since there was no parking. There was an extra lot up the road but when you see the area I can see why people chose to just park along the back road instead. Very very disappointed in this hotel and if I were a Hilton general manager this is one hotel that would be on my radar to check in on often. I was extremely disappointed in this hotel and especially how the Diamond Customer Service handled it. Not once and I am being totally truthful... did anyone ever apologize for the entire debacle at this hotel, from the front desk person to the management of both the hotel and Diamond Line. I own several businesses and know that customers can make or break a business. The difference is I care about my...

We arrived and entered into one of the the tiniest lobbies I have ever been in. It was crowded with people waiting to go on tours and was just very uncomfortable and not set up to accommodate the amount of people that were there. I was told our room was not ready yet. I had checked in on the Hilton App the night before. I came back 3 times over the course of 3 hours to then find out they didn't even have the room I had checked into. It was so frustrating because I had my dogs with me and could not do anything for those 3 hours, This hotel is pet friendly and is the main reason I chose it. I finally had to take a room on an upper floor. The girl at the front desk looked super young and seemed very unconcerned about what had just happened with the check in process. She could care less that my day was already ruined. By the way there is only one check in person and this caused long lines which I had to wait in each time I checked on the availability of my room. Not once did I see a manager attempting to help in any way whatsoever. I was so frustrated that we decided to go elsewhere the next day and had made arrangements with the Diamond line in advance. HOWEVER it then took an entire month and 4 calls for me to be reimbursed for the points I had used for my unused stay. Two different managers were supposed to reimburse me for them and never did. THIS SHOULD BE A RED FLAG as to how the hotel is run overall. Parking is very very limited and there were several cars parked illegally along a back road alongside the hotel since there was no parking. There was an extra lot up the road but when you see the area I can see why people chose to just park along the back road instead. Very very disappointed in this hotel and if I were a Hilton general manager this is one hotel that would be on my radar to check in on often. I was extremely disappointed in this hotel and especially how the Diamond Customer Service handled it. Not once and I am being totally truthful... did anyone ever apologize for the entire debacle at this hotel, from the front desk person to the management of both the hotel and Diamond Line. I own several businesses and know that customers can make or break a business. The difference is I care about my...