Embassy Suites by Hilton Niagara Falls Fallsview

Reviews

• MM

  Marce M

  1 day ago
  1.0
  DUPED • CONNED • SCAMMED My family and I had an extremely disappointing and stressful stay at Embassy Suites by Hilton Niagara Falls Fallsview. As the daughter on this trip, I watched my mum get taken advantage of by the manager, Nauman — and it was honestly upsetting. Booking this hotel was already expensive, so we were trying to be careful with costs. Nauman told us he could upgrade our rooms for just $70, and he made it sound like he was doing us a favour. But once we got upstairs, we realised the “upgraded” rooms though very beautiful and great views - could literally fit 12 people. There were only four of us! We didn’t need anything that big — one room would have been more than enough. When we tried to sort it out, he told us we the rooms were so big because they had some cancellations and that there was no issue so we ended up using both rooms unnecessarily. When checkout came — the real shock hit. Instead of the $70 upgrade we were promised, we were slapped with two separate bills totalling nearly £200 including taxes. When we questioned it, Nauman changed his whole attitude. He argued that because we signed two papers, he had upgraded both rooms. But he never explained that the full price was being charged or that both rooms would be included — he conveniently left all that out when offering the upgrade. He talked down to us, acted like we were at fault, and basically implied we should have “listened properly” or “read the papers” — even though he had been overly friendly and vague when he was upselling us. The moment we asked for clarification or a refund, the politeness disappeared. To make it worse, our original room (on floor 36) already had a perfect view of both the Canadian and American Falls. We didn’t need any upgrade at all. My daughters were perfectly happy with the original booking. The upgrade was unnecessary, misleading, and ended up costing us far more than we were ever told. And honestly, even the breakfast — which we hoped would make up for the experience — was disappointing. Everything was dry and bland. WARNING: Don’t fall for any upgrade offers here. We felt duped, scammed, and honestly robbed. A terrible experience that overshadowed what should have been a special trip cos the hotel is mostly very nice and their car shuttle service is top tier.
• MW

  Maggie Wang

  4 days ago
  2.0
  Okay, I had to write this 3:25am, this should tell you how bad the mattress is. First thing on top, this is not a good place to travel with babies! There is NO hot water in the washroom if you don’t let your water to run like 10mins! Which is ridiculous! And we found out this after we return from the pool with our baby, so she was literally naked, freezing cold, for 10mins until hot water came. Second, when I booked online and chooses my room on the app, it was both saying that we are getting a 1 king size bed room, this is very important for a family traveling with a baby. However, the room we got in first place was not. We called directly to front desk from the room about this, the lady who picked up the phone was okay, but didn’t solve the problem. About 5mins later someone else called back and told us that we can go to the front desk and change the room. Third, the hotel is under renovation. It was so loud, that both rooms we were in were in loud noises, and my baby wouldn’t sleep for naps. Plus, soundproofing wasn’t the best. I can hear my baby crying in the hallway (we have an end unit room, but I can still hear her cry even when I got to the elevator). Oh, just added a video, renovation starts in the morning at about 6:30🤯 Speaking of elevators! For floors 19-42, which our first room was in between these floors, there was four elevators! So it was fast and barely any waiting. However, for floors 10-18, there was only one elevator! It took FOREVER for the elevator to be here to pick you up! In terms of parking price, ridiculous expensive. For both off-site and on-site, just felt like better prices should be done. Missed the free drink thingy, cuz no one mentioned to us it was only available in a certain time frame. Services generally are slow, just like the hot water thing. We called for a crib, it took over 10mins for it to arrive, after our second call. And I even noted when I booked online that we needed! Location wise I won’t say this is the best place to get to the falls, but I don’t blame the hotel for this, the Niagara Falls city should have this problem solved. It’s a 30mins walk to the falls, one way. To sums up: 1. Not recommended to families traveling with baby, especially in winter; 2. You can get a better view next-door; 3. You can also get a better price the other next-door; 4. Even though it’s a newer building compare to the actual Hilton, but the actual Hilton just felt much nicer, everything. For this price, I expected something better. This is the first time I booked Embassy Suites, and this will be the last time as well, that’s how I felt.
• CS

  Caftri some

  5 days ago
  1.0
  극단의 공포를 경험한 잊을 수 없는 숙박이었습니다-_-; 이 호텔에 절대로 높은 점수를 줄 수 없는 가장 중요한 이유인 사건이 있었어요! 밤11시에 잠들어있는데 엄청나게 큰 경보음이 3~4차례 반복해서 울렸습니다. 호텔은 무슨일인지 알아보겠다고 방송을 하였고, 잠에서 깬 우리는 무슨 일인가 싶어서 복도로 나갔어요. 엘리베이터가 작동하지 않는걸 보고 생각보다 심각한 일일 수 있겠다싶어서 핸드폰과 여권만 챙겨서 계단으로 대피를 시작했어요! 계단에는 이미 다른 투숙객들이 대피 중이었습니다. 30여층에서 1층까지 뛰어내려가던 동안 느낀 초조함은 정말 잊을 수 없을겁니다. 살다가 이런일이 다 생길 수 있구나싶고 이게 꿈인지 생시인지 싶었어요. 저와 동생은 젊어서 30층을 내려가는게 큰 문제가 되지 않았지만 70세가 넘는 엄마가 너무 힘들어하셨습니다. 함께 대피하던 투숙객 중에는 로비에서 휠체어를 타고다니시던 노인분도 계셨어요. 한걸음 한걸음 난간손잡이를 잡으면서 내려가시는데 너무 안타까웠습니다. 저는 제발 아무일 없기를 기도하면서 뛰어내려갔고 결국 무사할거라는 믿음이 있었지만 다른 가족들은 이게 끝일수도 있겠다 싶은 공포감을 느꼈다고 했습니다. 아마 그날 함께 대피한 투숙객들이 다 그랬겠지요.. 1층에서 도착해서 바깥으로 나가니 소방차 여러대와 캐나다 소방대원들이 분주히 뛰어다니고 있었습니다. 투숙객들은 로비에 있어나 정문 앞에서 상황을 살폈죠. 한참의 시간이 흐른 뒤에 소방대원들이 돌아갈때즈음 체크인카운터 직원에게 이게 괜찮은거냐고 물어보니, 괜찮다고 객실로 돌아가도 된다고 가볍에 말하더군요-_-;;; 이 날도 다음날 아침에도 호텔은 마치 아무일도 없다는 듯이 모든게 흘러갔습니다. 사과도 없었고 직원들 모두 아무일 없었다는 듯이 행동했어요. 정말 황당했습니다. 이런 엄청난 일이 있었는데 호텔에서 한 공식적인 안내는 처음 경보음이 울린 후에 나온 방송 뿐이었습니다. 아니 이런 엄청난 일이 있었고, 투숙객들이 극한의 공포를 느꼈는데, 상황이 진정된 후에는 "안심하고 객실로 돌아가라"는 안내방송을 해야하는 것 아닌가요? 저 뿐만 아니라 대부분 투숙객들은 개별적으로 직원에게 방으로 돌아가도되는지를 체크해야했습니다. 호텔측에서는 고객들에게 한마디의 사과도 없었고, 안심시키는 메세지도 없었습니다. 그래도 나이아가라폭포 근처에서는 꽤 큰 호텔인데 어쩌면 이렇게 기본적인 서비스마인드가 엉망인 걸까요? 한국에서 이런 일이 있었다면 벌써 난리가 났을겁니다. 한국호텔이라면 애초에 이렇게 말도 안되는 대응을 하지 않았겠죠. 처음 방송에 '대피하라'는 방송을 하지 않았다고 핑계를 대려나요? 만약 처음부터 대피해야할 상황이었고 대피방송이 있었다면 모든 투숙객들이 뛰쳐나와서 계단은 아비규환이 되고 제대로 탈출도 힘들었을거고 더 큰 사고가 났겠죠. 이런 계산으로 많은 투숙객들이 먼저 대피를 한것인데, 수많은 사람들이 로비와 호텔밖에 나와있는 상황이었음에도 호텔측에서는 이들을 안심시키는 메세지가 없었다는게 정말 큰 충격이었습니다. 당시에 계단을 힘겹게 내려오던 다리가 불편한 인도 노신사분이 로비에서 따님이 미는 휠체어를 타고 계신걸 보면서 생각이 많아졌습니다. 이번에는 다행히 큰 사건 없이 지나갔지만 만의 하나 이 호텔에 무슨 일이 생긴다면, 과연 이 호텔에서 제대로 위기상황에 대처할 수 있을것인가에 대한 신뢰가 가지 않습니다. 힐튼 측에서는 이번 사건을 알고나 있는지 모르겠네요. 수백명의 투숙객을 공포에 몰아넣었던 10월 30일 밤의 시간을요.. 관리하는 책임자가 있다면 이 사건을 꼭 인지하시고, 이에 대한 호텔측의 미숙한 대응에 대해 꼭 짚고 넘어가시기 바랍니다. 최소한 호텔은 상황을 확인한 후에는 최소한의 사과와 함께 공식적인 메세지를 통해 고객들을 안심시켜야했습니다. 좋은점 : 로비가 넓고 깨끗했고, 정문에 들어서자마자 짐 맡아주시는 러거지카운터가 있는데, 거기 계신 노신사분이 굉장히 젠틀하고 친절해서 첫인상이 좋았어요! 체크인카운터 직원분도 친절했지만, 객실에서 전화를 걸었을때 받는 직원들은 서비스가 형편없었습니다. 방에 와서 문제를 도와준 엔지니어분들도 모두 선해보이고 친절했어요! 호텔이 오래되어서인지 저희방 세면대와 욕조물이 잘 빠지지않아 엔지니어분들이 2번 방문했습니다. 그들은 친절했고 문제를 잘 해결해주었어요. 캐나다폭포와 미국폭포가 보이는 뷰가 있는 29층 룸을 배정받았는데, 방에서 보이는 뷰가 멋졌어요! 정면뷰가 아니라서 사진은 실제 만큼 잘 안나오는데 눈으로 보는 모습은 아주 멋졌습니다. 숙박한 날 밤에 이 29층 고층으로 인해 너무나 힘든일이 발생하고 말았지만요. 아쉬웠던 점 · 객실에서 전화로 요청했을때 전화받는 직원들의 서비스가 별로였던점, 조식당 뷰가 없었던점.
• FM

  Fariel Mohan

  Nov 16, 2025
  5.0
  From the moment you step into Embassy Suites, it simply radiates class. The warm smiles of the bellboys and door staff immediately make you feel welcomed, and the spotless lobby sets the tone for the stay ahead. Check-in had a little twist. My room was 1515 and the front-desk agent offered me a higher floor for an additional $100. She mentioned the upgraded suite usually goes for $625 a night and boasts a spectacular view of both falls, perfect for the fireworks. I politely declined, smiling to myself because it was already November 2nd and the fireworks season had ended on October 31st. Now, the highlights oh, there were many. The breakfast, though the same each morning, was delicious and filling. The thoughtful vanity area, perfect for doing makeup, felt like a little luxury. The split hot tub design was clever, but what truly impressed me was that both the pool and hot tubs remained open until midnight such a treat after a long day of sightseeing. The coupons given at check-in were a pleasant bonus, and the daily manager’s reception felt like a VIP perk. And the location? Absolutely unbeatable. The abundance of elevators was a relief, no long waits. In my suite, I spent time simply sitting by the window, mesmerized by the waterfall. On my first night, a full moon illuminated the falls, and the view was magical. I could even see the falls while lying in bed pure serenity. If I had to suggest one improvement, it would be to restock the tea bags in the room more consistently. Other than that, it was an excellent holiday. Embassy Suites truly gives you incredible value for the location, comfort, and experience. I highly recommend it.
• HS

  Han Sok

  Nov 10, 2025
  1.0
  I'm extrmely dissappointed on this " upstanding named" hotel. I thought they would have a little more class and understanding regarding my situation. I booked a one night stay to celebrate our 17th year wedding anniversary, with my Wife, and most likely our last as She has Grade 4 Glioblastoma Brain Cancer. When i made my reservation, i specifically ensured with the agent that parking would include EV charging . This was confirmed with a well to do sum of $100.00 for Valet parking. While extremely pricey,well spent money for the comfort mainly of my Wife, but er-assurance for myself that we would have a full charge for my 1 hour trip back home the next day. Upon check in and subsequent relinquishing of my Vehicle to the Valet, i re-iterated the importance of charging for the Vehicle . Fast forward to check out , and vehicle re-aquistion , the Car WAS NOT charged and left us with very little battery power to get home ( especially with the cold weather ). Making the Valet aware, he was good enough to remove the Valet Fee . However, this was a nomainal gesture in comparisson to the absolute turmoil and trouble we had getting back home. What should have been a 1 hour drive, took 4 and half hours of STRESS, FRUSTRATION and WORRY..trying to find appropriate chargers etc etc. Then having to wait for charge. Problematic at best but 10 fold with a Cancer patient and our 7 year old Son was also with us and has anxiety . While our stay was adequate at best, any decent memories were wiped away simply by this magnanimous error perpatrated by the Valet team. I brought this matter, and all the affore mentioned details to there attention as i felt they should also re-inburse me for the overnight stay as there error now turned my stay from adequate, to horrible. Of course, other then the re-inbursement of the Valet parking, they will not issue me credit for my stay . In conclusion, factoring in all the parameters of this situation, i really feel i'm in the realm of reasonability in asking for a full refund ! I will also bring this to ther attention of the BBB . My advice to potential customers, Beware. posting the following afer response from the owner telling me i should contac the hotel. FYI..owner, the Hotel was contacted before i even posted my first review and they refused to re-inburse me as stated in my original post.

Frequently Asked Questions About Embassy Suites by Hilton Niagara Falls Fallsview