TripAdvisor Traveler Rating

We chose the Niagara falls Can/US room. Our room was on the 25th floor and the view was amazing but that's as far as it went. We arrived late so plenty of time to prep the room - no soap in shower, mistakes happen no problem. I call the front desk and they promise to send somebody over. Nobody shows up so I find the cleaner on the floor and he kindly restocked. Internet is not usable, drops every 15 minutes and highly unstable - shocking in our times. Heating was not working so spoke with reception desk and they said somebody will show up to inspect - 3 days later nobody came to our room. Thankfully weather was good, so we turned off cooling/heating unit. All through our stay (3 days), not a single time did housekeeping come by. I'll give them one bonus point for water pressure in shower. It was indeed consistent with the Niagara Falls theme :) - incredible. My very first time leaving a review for a hotel. Multiple things going wrong in one short stay suggests to me the hotel is badly managed.

Beautiful hotel . Great views and exceptional service . Great welcome when we arrived and upgrades . Only complaint is the reservation service needed for pool use and lack of hours . Need better system and an adult pool only time . Too many kids in hot tub to relax in evenings

The staff and accommodations at this location are phenomenal. Very friendly, helpful and hotel is in the perfect location. However, believe the reviews about the parking and elevators. Parking was $85 per day even for guests!! Pro tip: You can find it cheaper about a block away for $20 a day. Middle of the day and middle of the week the elevators aren’t bad but, weekends and check in/out times you will easily wait 15+ min for the elevator and if you’re on a higher floor it will take you another 15 min to get down as it stops on every floor even if it’s full. The listed pool hours are also not accurate which made it difficult to plan.

The hotel itself is beautiful, the views from the top floor is amazing and the amenities are great. But there are a few issues. $60 a day for parking is completely stupid, you can go to an outdoor lot 2 blocks away for $35 and a free shuttle goes between the lot and the hotel but it’s just stupid. And the rooms are a bit dated. Wooden furniture nicked all over. Bathrooms are ready for modernising. The final issue is be prepared to wait 15 minutes for a lift to a high floor. The only other gripe is it’s an events hotel. The day we arrived a convention just finished and the 2nd day we were here a new one started. Expect thousands (and that’s not an exaggeration) in the lobby areas during the day.

You pay $300 a night for a room. I paid extra for Canadian Falls view, but the view was obscured by the Embassy Suites hotel (a far better option if you have the budget for it). What you will find at Hilton is that they don't treat you like a guest - more like a cash cow. I requested to borrow two spoons so my girlfriend and I could eat yoghurts in our bedroom. I was quoted $10 for the privilege. NEVER have I been charged to borrow cutlery at a hotel before, and why should I? You want extra toilet roll? $10. Another pillow? $10. A wake-up call? $10. Seriously, if you have money to burn like that you really wanna stay at Embassy Suites! This establishment is easily turning in excess of $100,000 a day here, and they're getting petty about ten bucks for the kind of standard conveniences which all other hotels would provide free of charge! In addition, $300 per night does not get you heating in the room - I literally had to sleep fully clothed to stay warm, and I mean jeans and hoodie! All I could find was an AC unit, and the temperature wouldn't go above 20 degrees. Believe me, even in April, it's quite chilly around the Falls. Indeed, my girlfriend picked up a cold because of it. In addition, the swimming pool is FREEZING cold and I couldn't bear it for more than 5 minutes! Oh, and they don't even have any changing rooms down there!! Connecting to the wifi is a pain. They make you fill in all your personal details (which of course they then sell to make MORE money ouf of you - meaning you then get tons of junkmail and marketing SMSs) and when you do finally connect it is very slow. When I was checking in, there was a queue of around 10 people, but just one person on the many reception desks. Later, I saw around 8 staff manning these desks, while there was nobody queueing to check in. They have plenty of staff, but they're lazy as hell, and don't provide you with the first class service you should be receiving, for the price you are paying. Don't be conned by the brand name and the photos of this place - they overcharge and underprovide.