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at the Hilton Niagara Falls/Fallsview Hotel & Suites
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Stay Free in the Halls at the Hilton Fallsview Hotel!
Aug 12th, 2020
I have stayed and had positive experiences until my recent stay last Friday, August 7th, 2020! At around 3 am disturbances began outside our room which included banging on doors, running, and yelling. As the noise went on I went to the peep whole and witnessed two males tackling each other outside my door. At 4:10 a.m. I contacted the front desk and they mentioned they would send security up. I did not see security, but it quieted for about 20 minutes and the banging continued. At about 5:50 am I went into the hall and pleaded with the people (two males whom had been tackling each other) that my friend was preparing to bury her dying father and that this was a getaway to recollect asked they quiet down. They were both apologetic, however neither of them were indeed guests. They were banging on the door to get into a friends room. They were found sleeping on the floor when we left our room at 7am! Perhaps I could have just stayed for free in the halls!? This is a safety issue, were they expecting us to deal with this on our own? I had young teen daughters - what if they had been attacked. Hilton you need to do better! TRIPADVISOR.COM USER
Silver Fish Bug found live in bed
Aug 5th, 2020
I'm writing to express my great disappointment in my last stay at the Hilton. I should preface this by explaining that I grew up in the area, even though I no longer live there and have made it a point of staying at this specific hilton for every stay because up until now, my experience has been stellar. I booked a stay at the Hilton requesting a suite. I made subsequent requests for upgrades as well as a digital key, which were all confirmed. To my surprise, when I checked in, none of these requests were followed (except for having 2 separate suites rather than 1). no digital key no adjoining rooms no valet parking that was not disclosed and being charged for parking (off site) because lot was full at the hotel When I expressed my disappointment to the clerk who was checking me in, her exact words were 'I just started my shift. what IS the problem?" I was so taken aback by the lack of empathy and customer service, I really didn't know what to say. Later that evening, we discovered a bug on the bed (we have videos should you require this) that was alive. With this being the last straw, I decided that this, along with everything else needed to be escalated and made the decision to go down and speak to the manager. When I went down to the lobby, the front clerk acknowledged this issue but was told that there was no manager to speak to. I was told to come back the next day. This troubled me even further - perhaps the standards were slipping due to the fact that the staff were not being managed properly. Although the following issues may seem minor, they seemed to add to the poor experience that I was already plagued with: Wifi connection was poor in both rooms (at opposite ends of the floor) Shower pressure was extremely poor TV signal was also poor with channels often cutting in and out We often saw garbage on the floor for hours, never to be cleaned High traffic areas not being sanitized or wiped down I have been beyond disappointed with my last visit, that I will be taking my business elsewhere for future stays in Niagara and other destinations. TRIPADVISOR.COM USER
Was not notified at check in that there would not be maid service to make beds
Aug 4th, 2020
Booked online. Online we were made aware that the pool and fitness center would't be available as well as no valet service. No biggie. But not being told about no maid service and that we would have to empty our garbage and make our own beds I feel should of been told to us upon checkin. It is customer service which makes a good hotel a great hotel but for this stay it was seriously disappointing. Would strongly recommend not to eat breakfast at the hotel and instead go offsite. Asked for sunnyside up eggs and got scrambled and to make it worse......they were cold. Seriously overpriced too. My family and I stayed 2 days and it wasn't pleasant. Stayed in North tower and in a 2 bedroom suite with fireplace and jacuzzi and it was not properly cleaned upon our arrival. Tvs were terrible reception and hair in the jacuzzi. Complained to front desk and all I was offered was free parking, Not worth it. TRIPADVISOR.COM USER
Room Not ready
Aug 4th, 2020
The hotel is very good. I did order 2 rooms for 4 adults for the long weekend. I did arrive at 3:45 to check in. One rooms was not ready. We got room 2900 and was promised the 2900 later on on the South Tower.. Came back at around 7 PM and the room still not was not ready. I could not believe that. It was upsetting cause they did not offer a solution. The front desk simply told me that they could not offer a different category room that I did not order. Comfy bed... but the room smells like cigarettes. Parking extremely expensive. Over 50 bucks ! Also I did requested ( and I was under the impression that I reserved) a room with front falls view and the view was only sideways.... to the fall. TRIPADVISOR.COM USER
Aug 4th, 2020
This is a centrally located hotel and based on your room location, you can have an excellent view of the falls. Most of the staff were excellent and necessary precautions in place. Unbelievable I heard some guests be rude when reminded to wear a mask. Check in was slow and the non honours line was moving quicker but the staff were doing their best - the location of check in and acoustics makes their job a real challenge so kudos to the team for doing their jobs so well. We arrived at 3pm and our room wasn’t ready until 4.30pm. We were one hour early so I knew this was a risk. I asked if there was an eta we could get as I had young kids with us and I was trying to decide whether to hang on or put them back in the car and do an activity. The second receptionist I spoke to rang housekeeping who advised they had a rush on the room and then he hung up without asking for an approx timeline. He was utterly helpless. I said I just want to know will be be 20 mins or 2 hours and he said he couldn’t advise me and couldn’t ask housekeeping.He didn’t even ask and it wasn’t an automated recording as he was speaking to someone.So we sat for 90 mins in reception and then I asked a manager for an eta and he was excellent and gave us a different room that was ready. We had chosen a 2 bed premium suite for the views and it didn’t disappoint. The room stank of smoke though and it was a non smoking floor. We didn’t complain but we should have but we after the long check in I was too tired. There are 4 in my family and the first thing we did was have showers. There was no shower gel so I had to go and get it from housekeeping. Then we realized it was one small shampoo and conditioner for 4 people so back to housekeeping and there was no water in the room but I didnt raise this. Queues for the elevator weren’t too bad (5-10 mins max) but necessary for social distancing and they clean the elevator buttons each time so I appreciated that. What I didn’t appreciate was the man in front of us with a mask around his chin and sneezing. We decided to leave after one night as due to COVID it just wasn’t that enjoyable. Plus the couple in the room next to us were screaming and fighting so bad I had to ring security at 5am. Not an ideal environment for young kids but not the hotels fault I know. We ate in Hilton Benefits for breakfast. Service was mediocre and food took about 45 mins to arrive. We have a free breakfast with hhonors but I had to pay for eggs for some reason. All in all I think most staff are doing their best with a hotel whose acoustics are terrible and then add screens and masks! Good location and great views if you have the right room. Stay safe everyone. TRIPADVISOR.COM USER
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