Hilton Niagara Falls/Fallsview Hotel & Suites

Poor Customer Service

The room itself was great, very comfortable and fairly clean. The 4min walk to the falls is a great bonus too!

Something to keep in mind while reading this is me and my girlfriend are early 20’s, we are young. When pulling into the parking garage we were given an option of self park or valet, we asked how much parking was, if it was ridiculously expensive we would just park in a parking lot as we were only one night. We were told self parking was $35 and valet was $40, so we chose to park at the hotel in the self park. During check out we received the bill and we were charged $35 for self parking and $45 for parking. We told the person serving us that we were told it was only $35 to park for the night and we would have just parked in the parking lot nearby for $30 if we knew it would be $80 here. The response we received was “I’m sorry sir but this is what we charge”. I’m not upset about the price, more so that it seemed we were lied to about the price. As well during our check in we noticed everyone in line was asking for the highest floor possible when checking in or asking to be put on a higher floor once they were given a room. All of these people had their requests met and some were given multiple options. When we got up to the counter and were checking in we asked to please have the highest floor available. The response we received was “I’m sorry sir we do not take requests, we only give what is available”. This was upsetting as everyone else had there requests met, where as we were we told no. Once entering our room we noticed outside our window we had a big pillar right in the middle of our view, blocking most of it. The main reason we booked here is because we heard of the great views. We were not happy about this as we booked a room with city view, not a pillar view. When we received our welcome text message, they asked if there was any complaints and if so they would make it right. We told them about this and that we were not happy with the blocked view. We received no response. They then sent a second message, again asking how everything was, again we complained about this and again no response. We did not have time to talk to the front desk as the lines we very long and we wanted to enjoy our night. It was very upsetting with all these complaints we had, since we did pay a premium to stay here and no one seemed to care about our experience. I feel like a lot of this treatment was because we are so young and this is a “fancy” hotel. In the end I likely will not book here again and I likely will not recommend it either.

Tourist tax

I liked the cleanliness of the establishment and the convenience of the location.

Our room was hot and the a/c would not keep the room condition. There also was a hotel tax plus a tourist tax everywhere you went. I pre paid for the hotel then got invoices for another 209.00 at checkout for these fees and 45.00 per day for parking. They we’re kind enough to comp my parking for the inconvenience of a hot room.