TripAdvisor Traveler Rating

Very disappointed. We were there to check in at 3:00 and they said room would be ready at 4:00. Our room was not ready and didn’t get into it till 8:30pm!! They don’t clean your room. They only make beds and pick up towels. No picking up garbage from coffee, no picking up the trash, no cleaning in bathroom, no leaving more coffee. Left two bottles of water first day and second day said we had to pay $5.00 if we wanted more and next day they left two bottles of water ?????. Very bad customer service. Would not recommend to anyone. Try Marriott because although the grounds are pretty service is terrible ??

We were allocated a beautifully appointed room on 39th floor with a huge comfortable bed and floor-to-ceiling windows offering a side view of the Falls. Powerful air conditioning (tricky to adjust at first). Coffee maker, fridge, safe and iron all provided. The bathroom was huge, with a powerful shower and whirlpool bath, plus quality toiletries and towels. Note: The checking in process needs to be improved as we queued for 45+ mins to collect our room key. The hotel is part of a large complex with several eateries, a Starbucks and a snack shop. It's only a 5-minute downhill walk to the Falls, with amazing views. Staff were friendly and helpful and the hotel was spotless. The infinity pool looked lovely, although we didn't have time to use it. The lobby had limited seating and felt a little sparse, lacking atmosphere. The onsite restaurant/bar had live music, a relaxed vibe and some heated outdoor seating. We had a lovely stay and would happily return if the chance arose.

The parking was unbelievably expensive, I would rather you charge more for the room and less for parking. We had to walk two blocks to get our car which I suppose was fine but had the wether not been good waiting for the shuttle was the only other option. We ended up in adjoining room and I heard the entire conversation going on next to us. The door, my husband had too hoof on it to get it to close and lock up. The air conditioner sounded like a airplane landed in our hotel room. There was garbage on the floor from the previous guests as well. When I got a text about my room I complained about these items and was told that parking was their policy and basically too bad (even though we did not read this as we booked on a third party site). They offered to fix the AC but we were already settled int he room. Aside from that they could have cared less about our concerns. We will NEVER stay here again. I would have rather stayed at the double tree which is only a block down the road, still a Hilton but with much nicer service, accommodation and parking in 1/3 of what it is here.

When we got there; the remote control did not work so I asked the maid I spotted in the hallway if she could change the battery I assumed it was the battery, she came in with another controller that also did not work. So she told me that she was going to get housekeeping to fix the issue. My children and I were in the room for a bit we ate dinner, then we got ready to go swimming. I figured that after that long the controller just was not getting fixed. It turns out they were just waiting for us to leave the room. When we came back from the pool which, we had to book an hour for which is whole other thing that I did not like but a minor issue. We tried the controller and it worked; so they came while we were at the pool. I ordered room service for my son (I regret this now it was 48 dollars for chicken strips and fries it said 27 on the menu which was expensive, they said that there was an 18% forced gratuity but from 27 to 48 is (used AI because math because ... math To find the percentage increase from 30.51 to 48: Percentage Change=48-30.5130.51×100 ext{Percentage Change} = rac{48 - 30.51}{30.51} imes 100Percentage Change=30.5148-30.51?×100 =17.4930.51×100= rac{17.49}{30.51} imes 100=30.5117.49?×100 ˜57.33%approx 57.33%˜57.33% Answer: 48 is approximately 57.33% higher than 30.51. So a 57.33% increase in actuality. After I hung up the phone I realized that our stove top was gone, I have it as my daughter is special needs; so I cannot feed her restaurant food, as she does not chew food, so she will choke. So I was in shock and immediately had horrible anxiety, I have depression and anxiety, so I was just thinking what do I do? Oh my god my daughter is going to starve. So finally it dawned on me call the front desk and tell them I was robbed by housekeeping, so I called them and as I was on the phone with them I saw a little card stock that said they took my cooking appliance as it was a fire hazard, it would be more believable if I was not allowed an iron, hairdryer, nightlight, their kettle, my phone charger which I use overnight, but since I was allowed so many other “fire hazards” their argument as to why they took this one appliance is very unconvincing. Anyway I explained my situation with my daughter and the front desk sent me to the maid service who sent me to the housekeeping, who sent me to security who said he has to wait for his supervisor so I hung up. Then I tried again, they did it all again but on the last one they just let it ring for a long time and they refused to give it back. When I asked on guy about it he said he cannot give it back as there was no cooking allowed in the room so the truth came out it was not a fire hazard is that they wanted to force our hands to buy their way too expensive average frozen to warmed food. Another guy was asked by me what my daughter was supposed to eat and he said “maybe you can give her water based food, like water” While I do think he was trying to think up something he clearly could not. I find it pretty amazing that I can cook water in their kettle which has a burner but not use my own. These people did not give a crap about my special needs, they were more than happy to let my daughter starve for their power trip. The dumbest thing about this is that my daughter would never eat anything from their too expensive restaurants or room service as she cannot. The maid who clearly saw the stove top and set this heist up had they audacity to smile brightly in my face and say hello, it was psychopathic. The next day I warmed up my daughter’s lunch with the iron. And I absolutely refused to ever buy anything front them again. Our bathroom was full of dead silver fish bugs it was disgusting, we cannot cook food for our daughter but we could have dead insects. The room itself had hordes of living ants that only got out of our room and back in the walls because my son really took to throwing salt at them which he had to do multiple times. Based on these red spots on my legs that I have never had before I am guessing that there were bugs in the bed biting me. That first night I could not sleep as whenever I closed my eyes I felt like there was someone in my room just waiting for me to be weak so they could violate me again since in y time of vulnerability is when they like to strike. Both nights it was very difficult to sleep as there were people screaming, and slamming doors, or walls, anything they could, and absolutely nothing was done about it. I really started to believe they hired people to make too much noise just to attack me more. We would have had a better stay at a roadside motel and would have spent significantly less. At the end I brought the card stock where they lied to me about the one and only “fire hazard” they care about and it took a much longer time than the rush to get to it in my room to take it from me while we were swimming unaware like chumps, then had the audacity to say they needed my signature, I took my stove top back and the paper the guy was holding, and walked away I could not wait to get away and free and never return; the guy said that the paper was his. I threw it down I was not going back and the anger I had was too much, and they pretended they were so justified. I got the stove top in the car jumped in the car we left and it felt good, but in the car as we were going I realized how unbelievably hypocritical it was for that guy to be so adamant that that paper was his. They waited for me to leave the room purposely, stole from me, would not give me my stuff back for my special needs daughter, they felt like stoic heroes for it, but have that audacity to be righteous about their piece of paper. Which could easily start a fire often paper does. They were unbelievably disgusting hypocritical horrible monsters. And the audacity to say you have to give me your signature for our theft so nasty. This stay was very disappointing and quite frankly horrifying, they had no idea how long I was staying my daughter could have starved to death and they were the ones who were happy with this. When we checked in the lady who checked us in said I have to put $200 deposit down and I would not get it all back but I would get most of it back, however when I checked out I only got 52 dollars and change back, so really they kept nearly $150 for what i do not know; it is not like anyone saw the room which was left in the same condition we got it; save for a little salt on the ground to deter the ants. We stayed fro 2 nights, and paid nearly $1000.00. I am sick and tired of paying to be abused I miss customer service. I had the privacy sign up the rest of our stay and still did not feel safe they could have gone into our room and just left everything in place so we would not know. The biased, controlling, hate crime, to try and siphon money from us for their gain is not OK.

Fabulous views from 1408 South Tower. However we just ate breakfast and I told the waitress that I am Coeliac so need gluten free so she suggested the Classic breakfast of bacon, eggs, potato wedges and bacon as the sausage is not gluten free. However I started eating and that niggling doubt of potato wedges not being gf caused me to question them with the waitress. She replied , "Did you eat any? I don't know why they have given you them. I'll get you some cooked in olive oil instead' So beware.