TripAdvisor Traveler Rating

Huge thank you for the honesty of housekeeping We left behind a very expensive item of jewelry and were able to pick up same day. So happy this irreplaceable item is with us because of good people in this world!

Location of Hotel is walking distance from the falls and Clifton hills. It is connected via bridge to the Fallsview Casino, and a lot of great restaurants are in the vicinity, my favourite being the Brassa Bravilian Restaurant. Upon entry the hotel is spacious and beautiful, the staff are super friendly - shout out to Jessica from the front desk who was amazing. I was able to get an upgrade to city view, and upon entry the room was spacious and has all the necessary things needed to make myself at home. The beds were comfy and the washrooms were clean with towels and has the necessary toiletries. Overall my impression of my stay was satisfied, highly recommended.

Last time here for sure ! Check in was brutal - took a half hour with only 6 people in front of me - only 2 people on the desk at 4:30 for check ins - another staff member came out at 4:50 - took 10 min to find a working computer - I got this girl - room key reader wasn't working, then printer wasn't printing - on my reservation I had requested a floor with a WORKING ice machine as we had problems in the past, she did acknowledge that and asked a co worker - he mumbled something - anyway - all the way up to the 32nd floor of the South Tower - get settled, go get ice - guess what ?!! empty - go down a floor - out of order - go down another - out of order - down another - out of order !! took the elevator to the 33rd which is the Watermark Restaurant - they gave me ice. Had to do this both days a couple times a day. Unacceptable to not have every machine working on every floor - to make people run around for ice is nuts ! They have a text system to the front desk, when I explained they offered me free parking - we didn't park there because it is $75 a night ! another downfall - Another thing with the front deck - making the staff go back and forth to get people bags with water in them - adds more time to the already long check in process - just put it in the rooms and be done with it - we didn't even get a bag - had to ask the next day. Day 2 - came in from shopping in the afternoon - went to run the tub for a whirl pool - no water ! called down - they had to shut off for maintainance but were working on it - 1 hour later came on - but cold - took awhile for the hot water to catch up. Morning of check out - we got our bill under the door - all looked good - dropped our keys in express check out - got a email with our bill later that day - and we were charged for our check out day as well ! extra 220 on my card - called the number in the email - put through to billing - no one in the office - told to leave a voicemail but told it could be days before we heard back as working on limited staff and hours - then disconnected so unable to leave a message anyway. Called back, directed to Manager on Duty, which I did not get, explained my issue, she looked into it and called it a system error - sorry not a system error because there was a cahiers name on the receipt. All this little things added up to a hassle of a stay. We will stick with our Marriott's from now on.

After seeing all the negative reviews I felt compelled to write a review sharing our experience. We booked over New Years Eve and while certainly we paid a premium due to the holiday I think their typical rates are fair and what I would expect. Check-In using the mobile app after seeing how long the line at the front desk was when we arrived I’m so happy I utilized the app. Plus I was able to navigate my room selection and chose a room and floor I wanted. FYI we chose 4559 and the view was spectacular. The room was a bit outdated and could stand an update. While outdated we found our room to be cleaned and furnished well enough for a 2 night stay. The elevators most of the time were relatively fast and we didn’t wait too long. Peek times however the elevator wait was very long around 9-11 am then again when we were headed out for the evening. In my opinion the recent negative reviews seem to be a bit over the top or folks looking for something for free from the hotel. While the hotel could use an interior update it was not something that would ruin anyone’s trip and I’d hate to see folks discouraged from staying here.

Worst Hilton experience. As a big brand, the understanding of hospitality is terrible at best. Rooms are not cleaned daily and delays in housekeeping services. Front desk clerks does not even know where the guest relations is located. Additionally, breakfast is an insult for Hilton hotels, it was so bad and there was no presentation on the table. They charged us 88 CAD for a mess. Secondly, the menu was poorly designed and the taste of the food was just not right. Waiters in the breakfast area were so disturbing, they were acting like they wanted us to leave asap and they forced us to pay our bill(indirectly). 200 + dollars a day and an unacceptable service in a crown jewel city. So sad. The only good thing about this place is the view of the falls, which is great. Sorry guys, this is not the Hilton Experience…