REVIEW: Despite Covid - Embassy Suites by Hilton Niagara Falls Fallsview Hotel, Niagara Falls - Tripadvisor
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Reviewed 2 weeks ago via mobile

My friend and I stayed at the Embassy Suites about a week and half before COVID-19 restrictions really picked up in the U.S. We upgraded to the falls view room, and I’m so glad that we did given that we really haven’t been able to travel very far since this trip. The hotel was great and had a gift shop and other amenities that made it very convenient. We did save a little money by parking our car down the street for our weekend stay given that this hotels parking was pricey at the time (I’m not sure what the parking situation is now with COVID-19). The only issue we had was related to the elevators. Given that there are so many floors the elevators can be very slow. This hotel is great for anyone that wants a great view of the falls and great proximity to near by amenities. The Fallsview Casino is right down the road and the falls are a short tram ride down the hill. If you can stay here do it!

Date of stay: March 2020
Thank samnetzband
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 January 2021 via mobile

My husband and I booked 2 nights here from Jan 1-3rd as a small getaway to start off the new year. I had stayed here with my family maybe 10 years ago and had good memories. Unfortunately, a lot has changed. I don't think it's a 4 star hotel anymore and I was particularly disappointed by the deceptive marketing related to things like parking, breakfast, wifi etc.

The advertised room price was $210 per night, including breakfast and free wifi. With taxes and fees, it came to $573. The email also noted that parking was $35. When we arrived, we realized that onsite parking is $60; For $35, you have the privilege of parking at their off-site outdoor location 3 blocks away and taking a shuttle back to the hotel. Thankfully, the shuttle picked us up right after we parked so we didn't have to wait long in the cold.

We are on the 40th floor. The falls view is nice although the window is smaller than I expected. The suite is clean but super dated. And the walls are THIN! Last night, we could hear the family with young children in the room beside us until 2am. The wifi is only free for one device (really? In 2021? And obviously we'll just hotspot that device). Also, there are plastic bags next to the garbage cans that you have to use to line the can yourself, which is weird.

This morning, "breakfast" was left at our door: a paper bag with orange juice, a bottle of water, a tiny shrink-wrapped muffin and an apple. Given Covid limitations, I was expecting a pared-down breakfast, but this is just ridiculous. Airplanes serve better breakfasts! In any event, the exact nature of this "breakfast" should have been made clear upon booking so that prospective guests can make informed decisions.

I've only been here for about 12 hours and I already know that I am definitely never coming back.

Date of stay: January 2021
Trip type: Travelled as a couple
5  Thank TemisanF
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 18 January 2021

Dear TemisanF

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 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.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2021

My Only wish is that I would have read the reviews before booking. I have never done such a stupid thing like this in my Grown up years. I always read reviews and make sound decisions. This is not one of them.
I was at the Falls on Boxing Day 2020 and booked the hotel over phone while I was there. Wanted higher floor since i had the kids with me. $275 for the room $60 Parking onsite. If you want to park Five Blocks down the road Parking $35. But choose to park onsite, since it was cold.$33 for DMC $2 MAT. walked out of the hotel with $421.01 including Taxes.
My expectations were around $300+ with parking and taxes. They don't tell you about all the extra fees. Hotel was clean but Washroom had sliding door instead of locked door. Repair wasn't up to date, Room was small for the price.
I would say about 10 to 11 Feet Wide. if you put a Queen size bed you had about 3 feet of space infront of it to walk. I've stayed around the world in cheaper hotels and better rooms than this. A good night was wasted at this hotel. Would I ever go back I don't think so.
They offered Breakfast Which i had no idea came in Paper Bag, Content of the bags were:
One Apple,
One small Muffin the size of Green Lemon.
One Bottle Water
and one Orange Juice Box.

If you are planning to stay this hotel.
My Advice keep looking and ask about the extra charges, refuse them before booking the hotel.

Room tip: Poor Quality Hotel @ Luxury Prices.
Date of stay: December 2020
    • Sleep Quality
    • Rooms
    • Service
4  Thank luciferm2021
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 7 January 2021

Dear luciferm2021,

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 and services. 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.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 December 2020

RUDE STAFF. Not welcoming at all, this hotel charges GOOD money for us to stay there and they treat people like they are lesser.
I had an issue with my booking witch I had booked through Groupon and I was falsely charged a fee in witch I shouldn't have, I addressed this with the front desk. Instead of trying to help she automatically tells me I'm wrong and searchers on the internet trying to find the fine print that I was ment to be charged.
When she said look I found the fine print I asked her to show me where it says about the fee. She couldn't find it. What she does next was laughable she called over her manger and said I can't find where it says about the fee please help. He couldn't find it and just keep saying its Hilton policy its Hilton policy.
I really don't car about the money its thr principal that I SHOULDN'T of been charged .
They are just pure rude staff I dealt with. (Some maybe nice but I never seen them)
I don't write bad reviews I hate doing it but this time I had to

Date of stay: December 2020
Trip type: Travelled as a couple
2  Thank Tiger179
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 31 December 2020

Dear Tiger179,

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 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.

Warm Regards,
Guest Relations
Embassy Suites by Hilton Niagara Falls Fallsview

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 26 December 2020

We ordered breakfast from IHOP since the packaged breakfast from the hotel is just an apple a muffin and water. Unfortunately, this is simply not acceptable for the experience this property should offer. In fact, I'd rather been told they do not offer breakfast at all so we could've planned according. While trying to pick up our breakfast from IHOP, we waited over 30 minutes for the elevator. When we tried to call front desk to understand what's going on, nobody picked up.

I understand this is a weird time for everyone but this makes the travel experience more important when we get to take a family trip. Getting stuck on a floor with nobody to get help from just ruins our morning.

I have been a fan of Hilton when I stayed in other properties but this one is poorly managed. We will not stay here again.

Date of stay: December 2020
Trip type: Travelled with family
Thank 135andyk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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