DoubleTree Fallsview Resort & Spa by Hilton - Niagara Falls

Reviews

• PN

  Paul Nazareth

  1 day ago
  5.0
  Thanks to the Niagara Chamber of Commerce! Came in for a conference and had never stayed here before despite living in Ontario and coming to Niagara often. Loved my stay, great huge room at an unbeatable rate (conference & meeting organizers take note!). Stand up shower with great water pressure was a great bonus. A lovely lobby with a coffee shop ❤️ And um, that COOKIE on check in is a good reason to register for loyalty program. I bought a box of them for my kids on checkout and they loved them. I will also note for revellers, as I’ve stayed in Niagara often and there is very rarely a convenience store next door but there’s this cute ( new school, more expensive but really nice and safe ) store next door! Great stay.
• CM

  Christina M

  Nov 16, 2025
  1.0
  Date of Stay: Friday, November 14, 2025 Purpose of Stay: Night out ​We stayed for one night and found the overall experience to be mixed, primarily due to the management of a large group event. Areas of Concern: Noise, Safety, and Group Management ​Upon arrival, the lobby was unexpectedly and completely filled with an estimated 150+ Western University students. • ​Lack of Communication: No prior notice or mass email was sent to other guests regarding this large group arrival. Had we been informed, we would have adjusted our check-in time to avoid the congestion. • ​Safety and Environment: While waiting in line around 7:00 PM, an visibly intoxicated male student fell face-first in the lobby near me. His friends quickly assisted him. This incident highlights a significant concern for the safety and appropriateness of the environment, particularly for families with children. • ​Alcohol Policy Enforcement: The allowance of open alcohol consumption throughout public spaces, including the lobby, elevators, and pool area, is inappropriate for a general-audience hotel and likely contributed to the incident observed. ​Recommendation: Management should implement a clear communication policy (e.g., mass email) for future large group bookings that may impact the general guest experience. A review of policies regarding public intoxication and open alcohol in common areas is necessary. ​Positive Feedback: Staff and Amenities ​Despite the issues noted, several aspects of our stay were excellent: • ​Exceptional Check-In Service: Shey, the front desk agent, was incredibly kind, professional, and courteous. She appeared overwhelmed by the situation but handled the stressful check-in process remarkably well. Excellent job, Shey! • ​Room and Amenities: Our room was perfect. We greatly enjoyed the double pool and hot tub facility. • ​The Check-In Cookies: Please maintain the tradition of offering cookies at check-in; it is a lovely touch! ​Check-Out Experience ​Patrick at the front desk was very nice, however, the check-out process could be improved: • ​He did not ask about my stay or room experience, which is a key opportunity to gather guest feedback. I did proactively share my recommendation regarding mass email communication for group arrivals. • ​My credit card was automatically charged without reviewing any details or charges with me, despite my expressing intent to pay with cash. While this may be a new procedure, prior hotels have always reviewed the final folio before processing payment. ​Recommendation: I strongly recommend additional customer service training for check-out procedures, emphasizing communication with the guest, reviewing charges, and actively soliciting feedback on their stay.
• EL

  Ellen LU

  Nov 15, 2025
  1.0
  If I could, I would give 0 STAR!!!! I booked a room through Google Map last week. It was only $20 cheaper than booking through Hilton’s official website, and I left a clear note requesting a HIGH FLOOR ROOM WITH FALL VIEW. This is NOT high season, and the parking lot was far from full. There were obviously plenty of rooms available. Yet the front desk INTENTIONALLY assigned me one of the worst rooms: low floor, dirty and obstructed rooftop view with noise (see the photo). When I contacted them via phone and text, they repeatedly played word games by mixing up ROOM TYPE with ROOM VIEW, as if I couldn’t tell the difference. They even told me to contact the third party instead of taking responsibility. I said I would complain EVERYWHERE, and only then did they reluctantly agree—via text—to change the room. But when I went down to the front desk, another staff member tried to delay and make things difficult AGAIN. I had to insist that the person who promised the change come out and talk to me in person. Only then did they finally change the room. By that time, it was almost 8 PM!! Is this the way HILTON treats its guests???? The next day, I stayed at another hotel of the same level nearby. They directly gave me exactly the room I requested in the note—no excuses, no games. During my recent trip in Quebec, ALL hotels gave me the rooms I requested as well. WHY ONLY HILTON COULD NOT DO THE SAME???? If it were peak season or if I had checked in very late, I would understand if only that terrible room was left. But it was NOT!!!! Because of this experience, I will NEVER book any Hilton hotels again!!! There are plenty of choices nowadays!! Why would I choose a hotel that delivers UNPROFESSIONAL, EVASIVE, AND DELIBERATELY OBSTRUCTIVE SERVICE????
• JG

  JT Genter

  Nov 12, 2025
  3.0
  Property is just fine. Comfortable beds, basic amenities, 24-hour check-in (which came in handy when our flights were so delayed that we didn't get to the hotel until 3am). But the parking fees are absurd. Several hotels much closer to the falls provide free parking for guests. Or you can pay C$10 per day at parking lots closer to the falls. So, charging guests C$35 (plus taxes) per day for *outdoor* parking is a ripoff. And even as a top-tier Hilton Diamond during an off-peak time with an empty parking lot, the hotel wouldn't budge from this price. Edit: After sales taxes and the hotel-added Destination Marketing Fee, the price of parking is more than C$41 per night! And, after the property's response below, I tried calling both Hilton support and the hotel and got blown off.
• NS

  Natasha Sauve

  Nov 7, 2025
  1.0
  We have stayed at Double Tree Hotel in the Falls in the past, so we were excited to return. When we arrived we went for lunch at the onsite Starbucks 'restaurant and coffee shop.' They took our order incorrectly, so they completely left my sons order out (in addition to the sides that were supposed to be included with my lunch). When they finally delivered my son's lunch he was no longer hungry because we were all done and he was forced to pick off our plates. However, we still had to pay for it and take it with us. When we got to our room it was not like the previous rooms we stayed at. It had a tiny window, no bathtub or microwave. When I reached out to them to discuss this they said "all rooms are different-some have larger windows, bathtubs and microwaves). This was upsetting because we paid alot for this room expecting the same experience. When I realized they weren't going to do anything to better the situation I decided to take my boys to the pool. Unfortunately, it was SLAMMED with kids from a hockey tournament. My kids play hockey, so I get it, but I probably would have picked a different hotel had I known. Regardless, we walked back to our room soaking wet with no towels because they had ran out. I spoke to a lot of different associates and none of them seemed to care, so I do not recommend this hotel at all.

Frequently Asked Questions About DoubleTree Fallsview Resort & Spa by Hilton - Niagara Falls