TripAdvisor Traveler Rating

Our recent stay at the Hilton Niagara Falls was unfortunately marred by continuous issues, poor service, and the complete unavailability of the facilities that were the sole reason for our booking. While the check-in process was smooth, and we were initially offered a different room with a nice view, the subsequent experience demonstrated a significant failure in maintenance and customer care. Room Condition and Cleanliness Despite the pleasing view the room itself was unacceptable. The basic standards of cleanliness were not met. We encountered mold in several areas, the carpets were visibly stained, and the bathtub surface was peeling. Compounding the issue, the bathroom drain was clogged and did not function properly. It is astonishing that a hotel of this caliber, especially one that has recently undergone renovations, would rent out a room in such a state. Amenities: The Pool Disaster The primary reason we chose this hotel was for the kids pool. We were severely disappointed to find it closeing upon arrival it is only available Friday to Sunday at 1pm. Furthermore, the main infinity pool was also closed Monday after breakfast despite the poster pools Hours showing it to be open and only accessible via a reservation system of 1pm a requirement we were never informed about during check-in. Which we made it clear the kids were here to swim. The effective closure and restriction of both key facilities felt like a complete waste of the booking, rendering the hotel useless for our family's planned activities. Service Failures Several service interactions demonstrated a profound lack of coordination and basic hospitality: Late Check-Out/Housekeeping: We were offered a late check-out to compensate for the pool closures (which was moot, as we still couldn't swim). Yet, while we were preparing to leave, the housekeeper knocked on our door twice asking about our departure time, clearly not checking with the front desk regarding our late check-out status. Towels: A simple request for extra towels was made, and they never arrived. Unacceptable Dining Experience Breakfast was the final failure point. The food lacked quality we ordered and writhing 5-8 minutes it was on the table not sure how made to ordered breakfast is so quick.; specifically, the pancakes tasted overwhelmingly of flour with zero flavor, and the coffee was chemical-tasting. When I voiced my polite concern to the waitress, her response was dismissive and shocking: “Oh really, I have two cups already and it was fine.” Not only was there no apology or offer to replace the drink, but she also did Not remove the coffee from the bill. Given that the 18% gratuity was already applied via our package vouchers, it felt evident that there was no incentive for the waitress to provide even minimal service I honestly don’t know when this hotel Went so down hill this was our go to in the falls but it’s seriously needs some work.

My husband and I knew the Niagara Falls view would be amazing, it was the customer support given by Karen at the Hilton concierge desk that made all the difference. Not only was she patient, and thorough, but super knowledgeable. The locations that she recommended were perfect fit for our interest and our budget. She insured we were on time and that those that we were meeting were also on timely. She gladly snapped family photos with a smile and followed up after each activity to ensure that we had no complaints or concerns. We will most certainly return to Hilton and look for Karen to assist us. P.S. the Canadian people are as friendly your reputation states. Sincerely, Keith and Melinda Moffett from Georgia celebrating our 14th Wedding Anniversary.

This hotel was clean, quiet and I had the best view from the north tower king jacuzzi suite. I loved that this hotel had a variety of places to eat yours literally can vacation here and never go outside. Will definitely stay here again and pay the little extra for the premium US/Canadian falls view.

It was breath taking moment to admire the scenery and sail the Niagara Mist of Mary; both side are unique and one of kind in day and at nite. The Hilton Fairview Fall has amazing view from the room to see the golden morning and part of the or all of the Niagara Falls.

We had checked into our room on the 47th floor online with Hilton’s ability to pick your room in the mobile app. We paid for a room on the top floors for the view of the falls. We picked the room we did specifically because it has a better view of the Canadian Falls. The main overhead picture you see on their advertisements with the Canadian Falls is Photoshopped. Look closely at it. It’s unscrupulously misleading. What you don’t see is that there is a very tall casino behind the hotel obstructing much of the Canadian Falls view from many of the rooms. In the picture, the hotel is moved closer to the falls than it actually is. When we got to the hotel the room we had selected was no longer available because it was “under maintenance”. The clerk moved us down to the 43rd floor with a room further away from being able to see the falls and now even more blocked by the casino. She said it was an “upgrade” because it had a second bed and a sofa sleeper. Neither of which we needed nor cared about. It was definitely a downgrade for us. When we checked out the next day I asked for a printed copy of the bill as one always should. Good thing. There was a discrepancy in our bill by about $60 CAD. When I asked about it they said, “No, it’s correct.” I had to go dig out my laptop and find the confirmation email to show to the desk clerk and show her that the bill wasn’t correct. The desk clerk did some research and determined that we were charged for the “upgrade” by the clerk that checked us in when we got to the hotel. That “upgrade” we didn’t ask for we were expected to pay for. Again, unscrupulous! The woman checking us out shrugged it off to a “system error”. No apology for being wrong and us having to debate the bill’s inaccuracy. We were just another disposable encounter in the long line of tourists staying at the hotel. I’m a long-standing Diamond member and no longer expect much from Hilton hotels anymore but I do expect to be treated fairly and honestly. Very disappointed. Even with the casino in front, it’s still a good view but do expect to see that casino in your panorama. Check your bill.