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“Pre-Christmas getaway” 3 of 5 bubbles
Review of Hilton Niagara Falls/Fallsview Hotel & Suites

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Hilton Niagara Falls/Fallsview Hotel & Suites
Ranked #12 of 129 Hotels in Niagara Falls
Certificate of Excellence
Oshawa, Canada
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Pre-Christmas getaway”
3 of 5 bubbles Reviewed December 9, 2013

We have stayed at this hotel several times, and knew what to expect. We booked or weekend stay well in advance, with a few requests. We are Hilton Honour members, and frequently receive package offers direct from the Hilton. This deal included the breakfast buffet, which is always good, discount vouchers to Romanos Macaroni Grill, which is excellent, and dinner at either the Brasa or the Watermark. We are not fans of the Brasa, and the Watermark has mediocre food for exorbitant prices, so we asked for replacement offers. They did not offer anything as a replacement. We also, and most importantly, asked for a quiet room, out of high traffic areas, and were upset to find our room directly across from the elevators! What? We went back down to the front desk to request a room change, and they tried to tell us they had no rooms that could accommodate our request. We had just overheard several staff members talking about it being a quiet night, booked to only 20% capacity, yet they had no other room? We stood firm on our complaint, and after a staff consultation, they were able to provide a better, quiet, room. It was a great room. I highly recommend the Hilton hotel itself, and as I said before, the breakfast buffet is always good. Other than the Macroni Grill, the restaurants in the Hilton are disappointing, and vastly overpriced. The parking fees are also exorbitant !!!

Room Tip: The north tower is the nicest
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  • Stayed December 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank 2catts
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
Buffalo, New York
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed December 9, 2013

My wife and I stayed at the Hilton for our honeymoon for a couple of days and honestly I wish we would have saved the money and stayed at the best western on the corner. We stayed in the North tower in a premium view King Suite, the view was spectacular that is for sure, but the rest well....... First night we ate at the Macaroni Grille, food was ok but service was missing, and many drinks that are on the menu they no longer sell so that held up our order even more, Ended up all over disappointed with that restaurant, But to move on the breakfast buffet was great has many choices and good food. Our second night we wanted to use the hot tub, so I filled the tub with water, we put on the jets and all of a sudden stuff was floating in the tub, I cleaned what was floating and left the room when I came back my wife was wiping the inside of the tub which ended up being a dirt ring around the water,,,, for me usually that is enough, Im not the type to complain even if im right so I gave it another chance but the ring around the water came back and well the Champagne hot tub celebration did not happen. You pay a lot of money for suites and the view which I understand but with we should be able to come into a clean environment with great service, Not only at the Hilton was the customer service bad but many of the surrounding places lacked any good service. Also we received our bill the day of check out with a bunch of extra fees, one being a tourism fee pay attention because those fees are optional, I called and spoke with the woman at the front desk who was ever so pleasant and she adjusted them off my bill. Overall I should have saved money as my wife first said but I felt that the Hilton wouldn't let us down but it did, spent $190 to view the falls from the 46th floor, the hot tub was a waste of money and useless, We ordered breakfast in bed our last day and it never showed up, the customer service is lacking and the fact that they throw optional fees on your bill without any notification is unfortunate. I stayed at this Hilton a couple times and didn't have this much to be disappointed with but this time made me very unhappy and I will not stay there again.
Happy Honeymoon to us.

  • Stayed December 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank Jamie C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hilton_Niagara_Falls, General Manager at Hilton Niagara Falls/Fallsview Hotel & Suites, responded to this review, December 11, 2013
Jamie,

Thank you for choosing to spend your special occasion with us. Please accept our sincere apologies for the disappointing service and conditions as we know our guests deserve the best and we will use your comments as we continually evolve to best meet and exceed our guests' expectations. We have shared your comments with our team and assure you appropriate steps have been made to correct the issues you encountered with comfort and cleanliness. Should you return to our area in the future, we would love to have you back so we may better demonstrate the complete quality stay you expect and deserve.

Thank you,

Paul Ford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Liverpool, New York
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed December 9, 2013

A gold member I am so stay at many of your units - very nice staff - great restaurants - nice pool and workout rooms. My room was neat and clean all you could ask for no issues there. They where doing some maintenance in the lobby all the days I was there and the walkover bridge was closed one day. I would without question stay there again either on business or with my family. Was impressed while I was having a drink in the pub some one from the front desk stopped in and asked me a few questions about the hotel and the overall service which was impressive, same thing happened while I was in Hanoi last month. Good stuff - even if your listening to what we are saying it shows you care and are trying. That's all you can ask for

  • Stayed December 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Duane M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto
Level Contributor
18 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
3 of 5 bubbles Reviewed December 9, 2013

They say first impressions are important and we think it is especially true for the hospitality industry.

We have stayed at the Hilton Niagara Falls many times before over the years so our comments are not based on just one visit.

Let us start with many positives (we have selected the most notable ones in this review) for this hotel. The property has undergone massive renovations (still ongoing). Work done in the South Tower have resulted in much nicer rooms which are now at par with the newer North Tower. The foyer is currently under renovation including a new lounge which is much better than the old (and tiny) one previously located "under" the stairs of the old lobby. The hotel is also linked with the casino complex via a covered walkway which makes it very convenient especially in wintry conditions. The rooms are generally modern and well appointed and certainly one of the most comfortable in the niagara area. There are a number of restaurants and bars within Hilton but one can also access the restaurants (such as East Side Mario, Ruth Chris Steakhouse located in the Sheraton Fourpoints hotel) without walking outside in winter which is really nice when it is minus 10 and snowing outside! The pool complex is nice but getting very dated but we believe this is next on the renovation plan.

There are however some areas where this hotel is lacking in order for it to reach a 4 star rating, The front desk staff certainly need to pay attention to welcoming guests. It has been always a "hit and miss" with the check-in process. While we have had great reception at previous check-ins, there have been numerous times where the front desk staff, while not rude, border on being so. Due to noise coming from the ventilation towers and the ice machine located outside the third floor room (assigned on initial check-in) we asked front desk for a room change. I made it a point to thank the front desk person who obviously heard me but chose not to respond thus giving an impression that it was a chore to him. (A note to the manager of this hotel: the demeanor of the initial front desk person was not much friendlier!) To be fair, there may be factors which we are not aware of (such as renovation work) which may have caused an "off" day but we noticed there had been similar remarks from other clients in the past as well. What a difference if the staff had taken the intiative to impress their guests especially when they can turn an issue into a positive experience. That in our opinion is what separates a 4 star from a 3 1/2 star hotel.

Overall, we still enjoy the experience in the hotel but with some reservations.

Room Tip: Be careful with third floor rooms as some may be over ventilation towers which can have an annoying...
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  • Stayed December 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank jlarc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hilton_Niagara_Falls, General Manager at Hilton Niagara Falls/Fallsview Hotel & Suites, responded to this review, December 20, 2013
Thank you for taking the time to share feedback on your recent stay with us via TripAdvisor. We appreciate your honest input on our service and appointment and we will use your comments as we continue to evolve our guests' experience. We hope you will return to stay with us the next time you are in the area so we may better demonstrate our commitment to your satisfaction.

Thank you,

Paul Ford
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Orillia, Ontario
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed December 9, 2013

I would not suggest The Water Mark on the top floor. All though the view is great and convenient; the value is not. Food was good but very expensive for value. Far better restaurant experiences in the area.

  • Stayed December 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with Hilton Hotels & Resorts

Helpful?
Thank 38d45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hamilton, Ontario Canada
Level Contributor
48 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
3 of 5 bubbles Reviewed December 8, 2013

We were comped this room by the Fallsview Casino as their hotel was sold out. The room was quite nice with a hot tub and a slightly obstructed view of the Falls. The sofa needs to be changed as there was a big hole in the material. There was a great deal of renovations going on in the lobby area which seemed messy and congested all the time. Overall, I doubt I would pay to stay here when there are so many other choices available in the area. But considering we didn't pay for the room, it was certainly fine for the one night.

Room Tip: If you are comped a room in this hotel by the casino, leave your car at the casino. Otherwise you a...
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  • Stayed November 2013, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Moltrasio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rockwood, Canada
Level Contributor
57 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
4 of 5 bubbles Reviewed December 8, 2013

We stayed here on a Thursday night on a special through the hotel. We were there with another couple so when we booked we asked for rooms near each other - both whirlpool rooms, city view.
When we checked in we did so first and asked if our friends were near us. They had been assigned a room on the floor below and we said that wasn't good enough. We had booked a month and a half in advance so should be closer than that. They immediately gave them a room on our floor. Both rooms were on a corner!
Our room was great - wrap around window with a view of the American Falls and down the river one way. Large room with a king bed and desk and great bathroom with a large whirlpool tub and shower. The we saw our friends' room - WOW!! a suite with 2 king beds - one on its own and the other in a room with a couch and chair and full falls view. A large whirlpool bath with separate shower separated the 2 rooms. The bathtub faced into the room with a large window that overlooked the living room but also through it to that beautiful falls view.
They may not have got it quite right on our arrival but they did a great job compensating when we reminded them we wanted rooms close to each other!!
Service was great at the front desk, the concierge desk and at 2 of the restaurants we used. And everything was so handy - we hardly had to leave the hotel.
A great stay! We signed up for their e-mail specials - we'll go back again for sure!
Small complaint - very cheap toilet paper - and a beer bottle cap on the carpet in our room - too bad when everything else was top-notch!!!

Room Tip: get what you can afford but the falls view is amazing - especially from the 47th floor where we stay...
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  • Stayed December 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank lynnandmike1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Niagara Falls/Fallsview Hotel & Suites

Property: Hilton Niagara Falls/Fallsview Hotel & Suites
Address: 6361 Fallsview Blvd., Niagara Falls, Ontario L2G 3V9, Canada
Phone Number:
Location: Canada > Ontario > Niagara Falls
Amenities:
Bar / Lounge Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Casino Hotel in Niagara Falls
#3 Business Hotel in Niagara Falls
#5 Luxury Hotel in Niagara Falls
#13 Romantic Hotel in Niagara Falls
#14 Family Hotel in Niagara Falls
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Niagara Falls/Fallsview Hotel & Suites 4*
Number of rooms: 516
Official Description (provided by the hotel):
Rising 53 stories above Niagara Falls, this modern high-rise hotel offers guests luxurious accommodations, 3 on-site restaurants, superior service and the perfect location to experience all that Niagara Falls has to offer. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Hilton Hotels Direct, Orbitz, Booking.com, Groupon, Expedia, Jetsetter, Hotel.de, Reservation Counter and HRS so you can book your Hilton Niagara Falls/Fallsview Hotel & Suites reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Hotel Niagara Falls
Hilton Fallsview Niagara Falls
Hilton Niagara Falls
Niagra Falls Hilton
Niagara Falls Hilton
Hilton Fallsview Hotel Niagara Falls

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