Don't do it - Review of Embassy Suites by Hilton Niagara Falls Fallsview Hotel, Niagara Falls, Ontario - Tripadvisor
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Reviewed 4 weeks ago

We have stayed at this hotel several times. My favourite part was the big buffet breakfast in the hotel restaurant that offered beautiful views of the falls. I thought that at least the restaurant would be open with waiter service, but unfortunately it was closed. Instead, they would leave a paper bag with an apple, a muffin in plastic, a juice bottle and a bottle of water. They just left it on the floor outside our door. The room wasn’t cleaned once. We didn’t dine at the hotel restaurant once (there was the Keg and Friday’s). But there were a lot of options close by. The weather was great so we walked to the falls and Clifton hill. The first evening, the pool was full of children and we really couldn’t distance while in the pool. However when they went early in the mornings, it was almost empty.

They charged us $50 a night for a falls view room, which was worth it for the view alone. But I think overall we overpaid due to the lack of a hot breakfast.

Date of stay: August 2020
Trip type: Traveled with family
Thank tripgirl079
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 4 weeks ago

I’d like to start by saying I rarely leave reviews even if I have a bad experience and as a frequent traveller I’ve had my fair share. But this tops them...

I arrived at 8pm to check in for 1 night with my wife (who is 6 months pregnant) and my two little children in tow for a visit that we booked last minute through Expedia. The room was advertised as “Falls View” but apparently this has a different meaning depending on who you are. We were given a room with a view of a wall and darkness and the only way to see the falls was by sticking your face on the glass and wrenching your neck (see picture). Now I’m a firm believer that you get what you pay for but in this case, not only was the room more expensive than other rooms, it was advertised with no mention of the partial view.

When I went to the service desk to get another room they insisted that I pay $50 extra which at that point out of principle I refused. The manager proceeded to claim that you only get “good rooms” by buying through the hotel website and not through Expedia. Her inability to read the situation and offer any type of negotiation was rude and belittling. At this point I told her to cancel my room, called Expedia and got my refund immediately (and they’re surprisingly good to deal with). With self parking ($35 and trek included) the entire experience was just an outrageous cash grab with very little consideration to service. I get that it’s a pandemic but I found this whole interaction off putting and easily would want to make me avoid this place in the future.

Date of stay: November 2020
Trip type: Traveled with family
Thank My_reviewguy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adriana P, Guest Services / Front Office at Embassy Suites by Hilton Niagara Falls Fallsview Hotel, responded to this reviewResponded 1 week ago

Dear My_reviewguy

Thank you for taking the time to share your experience with us at the Embassy Suites Niagara Falls. We strive to provide gracious, engaging and caring service. We sincerely appreciate your feedback and we are so sorry to hear you were unhappy with your stay. We appreciate your feedback in regard to these matters, as we continually work to improve our guest experience during these difficult times. We hope you will consider staying with us again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

My girlfriend and I stayed here in early November 2020 for 1 night. We both thought that with covid in full swing the hotel would take multiple precautions towards reducing the risk by thoroughly cleaning the room and preparing it for the next guest. I did not feel comfortable in any way during my stay at this hotel.

The first room I arrived in was nice however it had black stains/dirt in the bed sheets, clumps of hair and dirt floating in the bathtub when I filled it and the counters had dirt on them I had to clean them myself. I called the front desk and they were happy to move me upstairs to another room. In the second room, the counters were also dirty, the tub was full of dirt and when I went to run the water in the tub to see what else I could find, green mould came pouring out.

Very disappointed in my stay. I would like a refund for how unsafe I felt. I do not recommend this hotel.

Date of stay: November 2020
Trip type: Traveled as a couple
Thank jameswnotl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adriana P, Guest Services / Front Office at Embassy Suites by Hilton Niagara Falls Fallsview Hotel, responded to this reviewResponded 1 week ago

Dear jameswnotl

Thank you for taking the time to share your experience with us at the Embassy Suites Niagara Falls. We strive to provide gracious, engaging and caring service. We sincerely appreciate your feedback and we are so sorry to hear you were unhappy with the cleanliness of your suite. I apologize for the shortfall in service; this is unlike us. We appreciate your feedback in regard to these matters, as we continually work to improve our guest experience during these difficult times. We hope you will consider staying with us again.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

This was our first family trip after months of staying locked down. We got to the room and the bathroom was not cleaned. The toilet had traces of poop. During Pandemic !!!! I called to express my disappointment and disgust. The bathroom was cleaned afterwards. We were not at peace. The worst manager’s costumer service. Never again.

Date of stay: July 2020
Trip type: Traveled with family
Thank G4347LUclaudiav
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adriana P, Guest Services / Front Office at Embassy Suites by Hilton Niagara Falls Fallsview Hotel, responded to this reviewResponded 1 week ago

Dear G4347LUclaudiav

Thank you for taking the time to share your experience with us at the Embassy Suites Niagara Falls. We strive to provide gracious, engaging and caring service. We sincerely appreciate your feedback and we are so sorry to hear you were unhappy with the cleanliness of your suite. I apologize for the shortfall in service; this is unlike us. We appreciate your feedback in regard to these matters, as we continually work to improve our guest experience during these difficult times. We hope you will consider staying with us again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 5 weeks ago

I have stayed at the Embassy on several occasions over the years and have always upgraded to Fallsview rooms. The rooms are lovely no complaints there. Where I do take exception on my recent stay Saturday night, was the parking fee.

We were told we had an option of parking on site of off site taking a shuttle. We have many bags with us and opted for self park on site.

When I looked at my credit card upon return home I noticed a $75.00 charge. I called to find out what that was and they informed me that it was for parking.

Are you kidding me? One night...self park in an underground parking lot where my car was covered in thick dust in the morning and they charge me $75.00 for that. Even before Covid when there was Valet parking it did not cost that much.

BE AWARE....$75.00 is not an acceptable price to park underground for one night.

Breakfast was supposed to be included...we got a brown bag outside our door (nobody told us it was there..found it when we were leaving) cheap muffin, apple a no name brand juice and water....disgusting for the price of this stay.

THEY should be ashamed.

Date of stay: November 2020
    • Sleep Quality
    • Rooms
    • Service
1  Thank elainejb1830
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Adriana P, Guest Services / Front Office at Embassy Suites by Hilton Niagara Falls Fallsview Hotel, responded to this reviewResponded 1 week ago

Dear elainejb1830

Thank you for taking the time to share your experience with us at the Embassy Suites Niagara Falls. We strive to provide gracious, engaging and caring service. We sincerely appreciate your feedback and we are happy to hear you enjoyed your stay. We are sorry to hear that you were unhappy with our parking and breakfast. The safety of our guests and team members matter to us. Our hotel is following all guidelines that have been set in place by our brand and the public health board. These restrictions have unfortunately inhibited us to open our highly recommended cook to order complimentary breakfast buffet. We sincerely apologize that these changes affected your experience with us. We appreciate your feedback in regard to these matters, as we continually work to improve our guest experience during these difficult times. We hope you will consider staying with us again.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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