TripAdvisor Traveler Rating

Stayed with our neighbors who are Hilton Diamond members, we had two rooms and the request was to stay on the same floor. We weren’t on the same room or the same tower. We were room 2212 in the south tower, our neighbors ended up in the north tower and their room wasn’t available until 7pm. Disrupted our dinner plans. Not a good experience at all

Terrible service and execution ruins a property that has huge potential. 1. Hidden alarm was set on the alarm clock in the room, waking me up at 6am. Thiago at the front desk didn’t seem to care when I informed him. His response was tone deaf, offering late check out rather than address the service failure. 2. No pool towels. We wait for over an hour at the pool when we wanted to return to our room because they had no towels. This is despite calling when we first arrived at the pool. This is a totally preventable service failure. 3. Elevator wait almost every time we tried to use the elevator. One of the four elevators in the North Tower was not working for our entire stay. These failures are not minor inconveniences, they represent a systemic breakdown in service and accountability, which directly impacted the quality of our stay. A property with such potential should not be diminished by lapses that are entirely avoidable. Bottomline: Poor management has taken beautiful views/amazing location, and ruined them with terrible service.

Brown water. When brown water came through my tap I was shocked. Management knew there was potential for this but did not notify or warn a single unit in the north tower. During March break so many families were staying with young ones. My 5 year old drank a full glass of tap water 1 minute before I noticed the tap run brown.

Parking is $90 per night. That's right.... Believe it or not. I don't care how good the hotel is or how much I enjoyed my stay. Self parking is $90 for a single night. This is criminal and we could not enjoy our stay because of the outrageous price of parking. Also, you have to pay for wifi. Shame on you.

Your "Daily Mandatory Charge" of 11.49% on Valet Parking of $100.00 when no other choice was available for an Honors Member was simply ROBBERY! To quote.."The hotel will charge the DMC at it's sole discretion"....why not be honest and quote your true exorbitant price with just government taxes applicable and not your hidden ridiculous fees? I was quoted a price when I am trying to check-in on a 4 month old reservation...then I am charged an additional $26.00 over the $100. You claim the funds can be used at your discretion including Admin costs.....you are as bad as the Airlines! Disgraceful!! Be advised Public....expect another 25% in your expenses over what Hilton Niagara Falls Hotel quote you. Never again! "Daily Mandatory Charge (DMC)" The 11.49% + HST Daily Mandatory Charge (DMC) will offset a myriad of business costs, including, but not limited to, hotel marketing, development, and infrastructure expenses. Funds collected may be used for hotel maintenance and improvement, health and safety resources, green initiatives, and administration costs. Each hotel may apply such a fee at its sole discretion. Furthermore, a portion of this fee is used to offset a levy for the Fallsview BIA. Among other things, the Fallsview BIA is responsible for street-scaping, public space beautification, communication infrastructure, site development, community planning, and convention centre funding.