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.
