Embassy Suites by Hilton Niagara Falls Fallsview

I booked a room with handicap walk in shower. Upon sign in was given a room, I thought due to off season was for $75 a night, but was an apparent upgrade for an extra $75 a night. The room online was for $157 a night but I was charged $220 plus $75 = $295 a night. The room that was suggested did not have handicap bar for getting off toilet that was so low I even had trouble getting off. My husband has dementia and so when we had to change rooms the next night this made him very confused, anxious, and upset that I took him home the next day. I did return to stay for the next two nights. The new room was nice, but again no bar to help get off the toilet. The cost for this four night stay, which was a break for me especially, due to having to be a care person for my husband did not turn out as expected. The cost was unexpected as well,

Our sheets and towels were switched out once, and that was only because we asked the front desk for help!

The suite was very nice and clean

I chose the 36th-floor falls view for my mother from Korea. It was clearly marked as the 36th floor, unlike other floors’ views, and I definitely picked it for a room with a good view. However, when I arrived on the day, the man at the front desk said he couldn't give me a room because it was full and told me to wait. I didn't understand at first, but when I asked if I could switch to another room if I didn't like it, he explained that I could put my name on the waiting list, but he didn't know how long I would have to wait. Since there was only one day scheduled in Niagara, I decided to see the room and not waste time. After checking in, I didn't like it. I checked the price difference in the Expedia app and contacted an agent to request a refund for the difference. However, Ashley from the hotel responded that it wouldn't be possible. Ashley said she couldn't refund because she gave me a room with the same conditions and mentioned that the room on the high floor was under construction. I felt like I was being forced to get a refund.There was definitely an option from the 11th floor to the 18th floor. The 15th floor is part of the option from the 11th to the 18th floor, and I chose the 36th floor, so I couldn't understand why the difference couldn't be refunded. After three chats, I decided to stay because I didn't want to waste my time or ruin my schedule, but I felt uncomfortable. I got a refund of $87.62 from Expedia the next day. But I’ll never come back☺️🖕

Thank you

Spotless

We were conned by the manager Nauman. He told us that he would upgrade our rooms for $75. We went up and realised that the rooms could accommodate 12 people so we could use just one room as it was only four of us. He then said we needed to talk to Expedia. This was almost night time and we were on a tight schedule. We ended up using the two bedrooms x 3 double bed each. On check out we were slapped with two bills which costed almost £200 including taxes. When we questioned that we were only supposed to pay $75 for one room he started arguing that we signed two papers meaning he had upgraded 2 bedrooms. We didn’t need to upgrade in the first instance he offered us; if anything we would have upgraded just the second bedroom. He insulted us and undermined us saying we should have listened properly, read before signing etc. He was very nice when he was scamming us then very horrible the next day when we asked for clarification and maybe a refund. WARNING!!! Don’t ever fall for an upgrade offer. We were dipped/scammed

I wish Wifi and parking is included. It was pricey.

Large Clean room. Great Cleaning staff and the concierge was alway very helpful. They have changed their Buffet Breakfast format, but its still nice and very filling. The Managers Reception in the Lobby bar is a nice touch

Rooms are clean the service is great, top on that amazing falls view, can’t complain 🙂

Excellent service

View

Clean room and accomodating staff

Good

Facility was great. Staff at the front desk was not the friendliest when asked about their room service policy in reference to cleaning. TGIF was nasty, breakfast bar was mediocre but included with stay.

We have been going here for years! They had an evening complementary cocktail in a beautiful room that had a great view of the falls. They had snacks like chips and veggies with dip. It was so nice, made you feel like you were welcome. Then in the morning you could get a variety of different breakfast foods and even had an omelet station where the chef cooked your omelet however you wanted. It was in the same room that had the best view of the falls. We just got back from a two night stay and let me tell you we will not be going back. The evening cocktail hour was no longer in that beautiful room overlooking the falls. It was located in the back of the lobby with a view of the street. The snacks were chips and pretzels straight from the bag - no chips no veggies. Then the morning breakfast was so very different. Again, breakfast was in that same room looking at the street but the food was so far from what it was. No chef making your omelet-just a typical “microwave” western omlet, powdered eggs, pancakes, sausage and potato’s. Oh the toast was already toasted bread piled on a plate with a heat light to keep it “warm”. Both mornings we were offered the same thing. I never minded paying a little more because they used to just go so far above and beyond making you feel special and wanted to stay with them. Now, so impersonal it’s disappointing

Yes, from beggining of the checkin, they provide us a wrong key for the room, when call fround desk, they said you need come down to get new key, when asked them the send someone to bring the key, said we are not allow to do this, then I spoke to supervisor and companed about this situation, she changed our room that we didnt book it, disgusting customer servise, we paid for a king bed room, she provided a small double bed room. I will never go to this hotel again, and I will report this incident and poor customer service and management. I'm sorry for Expedia, which never controls the service of the hotels that are recommended on the website and keeps passengers in trouble.

ABSOLUTELY AMAZING VIEW, EVERYTHING WAS CLEAN AND GREAT.

Had to complain several times no hot water. Finally we got a new room

Nice vibe as always. Definitely a go to in a pinch.