DoubleTree Fallsview Resort & Spa by Hilton - Niagara Falls

Reviews

• AS

  Ali Mousavi Saeedy

  2 days ago
  1.0
  I am a dimond member of Hilton, and typically happy about Hilton. However this is by far my worse experience in Hilton in terms of Managment.. and customer caring The first issue was related to a mis undresnderstaning from my end that there is a parking fee of 35 plus tax ! Regardless of the source of issue, The manager was so careless about my concern forgeting I am the guest and she is the host and was not able to resolve her loyal customer' concern in a caring level. The second experience was related to pool. The best attraction of this hotel is supposed to be their pool and spa area... the spa was disgusting ( not clean) the floor is slippery, the area noisy, crowded and not relaxing and kids at all ages , all under 12 years are in the spa, and pool with no supervision.. kids were diving to the pool which was the violating both safety of themselves and also comfort of other guests... I brought the issue to the attention of the manager on duty ( 8 pm 1/10/26 ) , her response ..." all guests need to enjoy and she can not monitoring them... ) my response " you set the role ( of no diving and age limit) not me and if you can not enforce it, this reflects your managment...: to me this pool should be closed till meeting all saftey protooles.. When did Hilton Hotel start to ignore saftey? And also ignoring the confort of its guest? Safety sholuld always first and customer' confort should be next By the way the breakfast is not included in the rate. Something different than other Hilton hotels I expect the upper mangment reach out me for more details My phone should be on file.
• BE

  Brianna E

  2 days ago
  1.0
  Upon checking into this DoubleTree location, we inspected the room and found a bed bug in the mattress seams, which we recorded on video and showed to the front desk. A supervisor told us, “this has never happened before.” The front desk guy with her Safi , also questioned us by asking, “why would we remove the mattress protector?” Later, the property informed Expedia that housekeeping checked the room and found nothing, which directly contradicts the video evidence we provided. The hotel offered to switch rooms, but after finding a bed bug we did not feel safe staying on the property especially while traveling with a child and a baby after a long travel day from Calgary. While Expedia ultimately contacted the property and issued a refund (along with a $50 credit), the hotel itself took no ownership, offered no meaningful assistance, and left us to resolve the situation on our own at 12 am with a two kids. Finding a bed bug is serious. Questioning guests and denying documented evidence is unacceptable. This was handled extremely poorly.
• AB

  Alex Baker

  Jan 1, 2026
  1.0
  The reservation was made via the Hilton App. The app prompted to check-in ahead of arrival to the hotel. When I went ahead and checked in on the app, it told me that if I wanted the digital key, I could skip check-in at the desk and go right to my room. So I requested the digital key. Only once I arrived at the hotel I found out that you still have to go to the front desk to show ID in order to get the digital key. The staff member told me that at certain hotels, you still have to show ID at the front desk and this hotel is one of them. Then I was told that parking was $35 per night. Despite the Hilton App saying that parking at this location is $25. When I brought this up to the staff member at the front desk, she said no the Hilton App is a US app and the parking listed is in USD, but it did not say that. She was more interested in getting me to sign the waiver to ensure there was no smoking in the room than answering my questions, and was extremely dismissive. Also not sure where the $35 per car goes to because it definitely did not go towards salt or snow removal. The parking lot was a mess, the valet staff were shoveling a path way, one shovel width wide down to the street. The next morning I called down to the front desk to get a late check-out. Something I have done at almost every Hilton location I have stayed at and have been able to check out at 12pm sometimes even 1pm with no extra fee. I was told at this location that I could only get until 11:30am because they had a hockey team coming. Overall experience was not great with customer service. The hotel itself and rooms were fine, no issues. However for a hotel that is part of the Hilton network, you definitely DO NOT get the Hilton experience or treatment normally given.
• SS

  Shana

  Dec 29, 2025
  1.0
  Be extremely caution when staying here!!!!!!! Our rental car was vandalized on their property. We did not find out until we were at the front desk preparing to check out. Of course the front desk claimed they tried to contact us- but they did not call or come to the room. Which is absurd considering they reached out via text to ask me how was my stay- but never said please come to the front desk for an important message. To add insult to injury - the manager on duty made us handle the entire crisis in the hotel lobby- the front desk agent said they couldn't let us use a computer in the office to make the police report. Side Note: you can not make a police report over the phone and the local police would not send an officer back out. There was another car vandalized as well in which they said police came on site for that one; however, since the hotel staff failed to inform us we could not speak with an officer in person and the police would not return to take the report. The Manger on Duty only said to us “the hotel is not responsible for the damage to your car it's noted on the parking card” and then later mouthed “are you still on the phone” as an expression of concern. The manager did not even offer my children a bottle of water. As a loyal Hilton customer- I am shocked that such service would occur in a hotel in their portfolio. They closed out my reservation- didn't even offer to allow us to remain in the room until we could sort through being a international victim of crime on their property. And the General Manager of this location did not even come and check in. You have two vandalism incidents and your guest don't even get an expression of concern from you. Poor leadership and customer service! Just be aware- they take the idea of stay and park here at your own risk- to an new level. Their brand values or your loyalty to this brand ultimately means nothing.
• CD

  Chen Deng

  Dec 29, 2025
  5.0
  The DoubleTree Fallsview Resort & Spa by Hilton in Niagara Falls is a great value-for-money choice for families, especially for larger families like ours. We visited as a family of five — two adults and three children — and overall we had a very comfortable and enjoyable stay here, particularly considering the convenient location and reasonable price compared with many other hotels in the Fallsview area. The location is one of the biggest advantages of this hotel. It is close enough to the main Niagara Falls attractions to walk or reach within a few minutes, yet it is slightly away from the busiest streets, which makes it quieter and more relaxing for families with children. After a full day of sightseeing, it was nice to return to a calmer environment where the kids could rest and wind down. The room we stayed in was clean, tidy, and well maintained, and the overall layout worked fairly well for our family. However, since we are a family of five, the sleeping arrangements were a bit tight. For families with three children, a sofa bed or an additional flexible sleeping option in the room would make the stay much more comfortable. This would be especially helpful for longer stays or for families with older kids who need more space. I think this is a suggestion that could greatly improve the family-friendliness of the hotel. Apart from that, the beds themselves were comfortable, the bathroom was clean, and the water pressure was good. The hotel facilities such as the pool and spa are also nice additions — our children especially enjoyed the pool after a day of walking around the Falls. It made the stay feel more like a relaxing short vacation rather than just a place to sleep. The staff were friendly, patient, and welcoming throughout our stay. Check-in was smooth, and the warm DoubleTree cookie is always a lovely gesture, especially for kids. Whenever we had questions, the front desk staff were helpful and polite. Considering the location, service quality, and facilities, the hotel offers very good value for the price, especially in such a popular tourist area. With a small improvement in room layout — particularly the addition of a sofa bed option for larger families — this would be an even better choice for family travelers. Overall, we had a positive experience and would consider staying here again on a future trip to Niagara Falls.

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