The Brock Niagara Falls Fallsview, Tapestry by Hilton

Reviews

• AC

  A Connolly

  2 days ago
  3.0
  My family and I stayed here over the holidays, originally booking 2 adjoining rooms. When we arrived at the hotel, we informed them that some in our party were unable to join us due to personal reasons and inquired about canceling the 2 rooms as we only needed 1 after all. The woman at guest services was great - she explained the situation to the manager and was able to cancel the additional room without any fees. Unfortunately, after returning home, we were charged for 2 rooms. We immediately contacted the hotel expecting that the error would be easily rectified but this has been anything but simple. First, despite calling the hotel several times, no one answered the line so we contacted Hilton's hot line. They opened a case and advised that it would be escalated to management and the hotel would be in contact within 3 days. We gave it a week, taking into account the holidays and staff being off. NOBODY has reached out to us yet. I received an email this morning informing me that apparently we were a no-show and therefore we were charged. Frustrated, I called the hotel this evening and was hopeful when someone actually picked up. A guest services manager I spoke to was not helpful and said another manager would be in contact with me next week. Like seriously? How difficult is it to see that this is obviously a hotel error. Make it right?! For what we paid to stay there, I'd expect much better service than this. The kids enjoyed the pool which was well kept. The waterpark was ok, but we all agreed could definitely use a face lift. Front desk staff were pleasant and it was helpful to have attendants at the elevators to direct people. If it wasn't for this really disappointing experience, our family would probably plan to return. For a property managed by Hilton - please do better! No accountability, no apology, and now I have zero confidence anyone is going to be refunding us the ~$500 they overcharged us.
• KW

  kenzie warren

  2 days ago
  4.0
  I haven’t stayed here since it was The Crowne. The rooms are redone and were very clean. They offered an upgrade upon arrival, we declined as we wanted to be on the same floor as our family who was also staying here. We got the basic room with 1 queen bed and that was perfect for us as we were just staying the night and we weren’t gonna be hanging out in the room much. If you were with a larger party and planned on utilizing the room for lounging and stuff it is quite small as the other reviews mentioned. Staff at the front desk were very nice at both check in and check out. Ana and Maithli were both super nice. My only complaint is the shower was extremely tiny, I’m not a larger person but if I were I would find it hard to shower. The rooms were also very hot. There is centralized heating and I assume with the temperature rising yesterday it did not have time to adjust. Also the hotel should consider free parking for those staying in the hotel. 50$ is crazy! Overall I would probably stay here again as the price for the room was pretty good but I would definitely park somewhere else.
• SL

  Souris L

  Jan 5, 2026
  5.0
  The hotel is located in close proximity to the Rainbow Bridge and the Falls, as well as many shops. restaurants and entertainment amenities. I was able to walk to near the Falls and to attractions like the Table Rock, Incline Railway, and Queen Victoria Park, the firework and laser light show at night were spectacular. The hotel is cute and has lovely decor indoors. The room I stayed at was well-equipped, clean and tidy, and has full Falls views. The bed, pillow and sheet were comfortable and cozy, and I had a great and replenishing sleep. The foods were delicious, and the view at the dining space, the Rainbow Room was fantastic as well. The host and waitstaff at the Rainbow Room were helpful and attentive. The staff at the hotel did a fantastic job in hosting the guests. I would like to thank Alicia who greeted my at my arrival on Jan 3rd and helped me with my request (e.g. phone charging, leaving my hotel card in my room and getting me another card). She always helped me with a gentle smile and warm attitude that made me feel welcomed. Another lady on that night also helped me with phone charging but I didn't manage to get her name, I would like to thank her too. Overall, the experience was very positive and I highly recommend staying at the hotel. Thank you!
• KS

  kriti sood

  Jan 1, 2026
  1.0
  I recently stayed at the Brock Hotel in Niagara Falls, and unfortunately, it was a very frustrating experience that ruined our vacation vibes. We originally checked into a room that was far too small for our needs, so we proactively asked if a larger room was available. We paid for an upgrade to a bigger suite specifically so our family could be comfortable. We were in our room having a normal conversation—we weren't partying, playing loud music, or doing anything disruptive. We also had children with us who were crying a little bit, which is to be expected when traveling with family. To our shock, we were told we had to be quiet. It felt like we weren't even allowed to speak in the room we paid for. It is incredibly stressful to be on vacation and feel like you have to whisper in your own space just to avoid a complaint. I was particularly disappointed with the Supervisor, Payal. When we tried to address the situation, the guest service was lacking. Instead of being understanding or helpful, the encounter felt dismissive. We came here to relax and enjoy Niagara Falls, not to feel like we were walking on eggshells in a library. If you are traveling with family or actually want to enjoy your room without being monitored for "normal noise," I would suggest staying elsewhere.
• RZ

  Rose Zhang

  Dec 21, 2025
  1.0
  WORST EXPERIENCE OF MY LIFE. I would give a negative rating if that were possible. During our stay, we purchased the afternoon tea package—and it was absolutely awful. We found hairs (yes, plural) in our afternoon tea set. The very first item we tried was a cucumber finger sandwich, and between the two slices of bread was a thin, short hair. We sent it back, and the server brought us a replacement. Shockingly, the second sandwich also contained a small, short hair (an eyelash, eyebrow hair, or worse—possibly a nose hair). We brought this to the attention of the assistant manager, Bhargav Ashar, whose response was completely unacceptable. First, he remarked that the hair was so small he could barely see it, entirely missing the point that the issue was not the size of the hair, but the fact that there was hair in the food. Second, he suggested it might have been our hair—an illogical claim given that we both have long hair and the hair was found embedded in the middle of the sandwich. Finally, he told us there was no option for a refund and that our only “solution” was to choose yet another sandwich to replace the two contaminated ones. When we refused, because we no longer felt comfortable consuming any of the food, the assistant manager became visibly upset and said, “I am giving you a solution but you are not taking it.” That was not a solution. It was a forced decision imposed on us. Expecting customers to continue eating after multiple food contamination incidents is entirely unreasonable. He then told us that if we wanted to complain, we could leave and complain to the front desk. His attitude was disrespectful, unapologetic, and deeply unprofessional—completely unbecoming of someone in a management role. Ironically, the server was far more apologetic and demonstrated more judgment and professionalism than the assistant manager. This is no way to treat a customer, especially one who had already given the restaurant a second chance after hair was found in the food the first time. The handling of a basic food safety issue was appalling, and the lack of customer service training and management accountability is evident. The issue was not meaningfully “resolved.” We were never informed of what actions, if any, would be taken following our complaint. There was no accountability from the restaurant or its assistant manager. We were not compensated for the time wasted, the disrespect we endured, or the emotional distress caused by this experience, which ultimately ruined the rest of our day. We only managed to obtain a refund after escalating the matter to guest services. That refund was fully warranted, as we did not get to eat or enjoy the afternoon tea at all. The contaminated sandwich was literally our first bite. Overall, this was an absolute waste of time and one of the worst dining experiences we have ever had.

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