Shame on Canada for allowing such a Hotel such as 'Hilton' to be place right smack in fronof the casino!! I am 46 years old & I have never experienced such GOD AWFUL 'Customer Service'! Where do I begin, there were five couples that we booked through online for the weekend of Sept 25/26/27 2009. WOW, here goes we arrived and we were helped by a gentleman named 'Andrew' who gave us the most horrifying service ever. Did not have a smile on his face at all the entire time we were with him!! I told him that my husband had CAA membership & to apply the discount on our bill he said down out right cold "NO", we mentioned that we were offered the upgrade package which entitled 2 breakfast & discount off a dinner choice of restaraunts in the hotel and again he said "NO" never did he say okay let me look into that for you never offered suggestions, nothing!!! We thought his tie was on too tight!!!!!! We all checked in and made our way up to our rooms. Our room was 521 on the fifth floor & when we arrived at our front door/hall there were two housekeeping carts full of dirty dishes/glasses/cups/towels, cleaning supplies etc. Dirty upside dishes on the floor with newspapers and other dirty carpets and imagine this this was Sept 25th at 4p.m. We proceed to our rooms. I did not take off my shoes & I went straight to the desk in our room and called the supervisor 'Cris' at the front desk. I told him of our situation in regards to the upgrade & he mentioned that the program was cnacelled & I responded how is that when we were told YES that we were entitled to it & Andrew did not try for us and I also made mentioned why the CAA discount was not possible & he said NO you have to book it through CAA???? We went downstairs to the coffee bar because we were waiting for two other couples to come to the hotel too. When we went for coffee I believe his name was Nick or Nik the gentleman behind the counter NEVER CRACKED A SMILE, NOT FRIENDLY AT ALL!!! He kept our change never gave us back change and he was rude and made mention to us if we don't buy coffee that we were not able to sit there??? If you know the front lobby of the Hilton in Niagara Falls its not inviting at all NOR are there chairs for someone to lounge in???? What a UGLY COLD CUSTOMER SERVICE EXPERIENCE!!!!!! An hour later we all went up to our rooms to lounge & when we went to our rooms we took a closer look at our room & it was frightening, horriffic there was about three inches of dust everywhere, obvisiously the room was not used in a LONG TIME??? So, again I call 'Cris' the supervisor at the front desk and complainedd of the dust & I AM ALLERGIC TO DUST!!!!!!!!!! And, all he was worried about and upset for matter of fact that I did not tell him about the room when I called an hour earlier and I continue to tell him that we were at thed coffee bar & again he repeated to me why did you not mention it to me when you called an hour ago??? Well at that time I LOST IT, I asked for the number to head office & he continued to give me a number "#1-800-4hilton". Call it people you will be amused!!! (Especially Men)@#$%

It only confirmed it with me that he was upset with me instead of understanding my fustration & needs he got upset, he did not even bother to try to changing us out of the room OR apologizing at all. My husband went downstairs to the front desk to complain to 'Cris' & asked him why he gave me such a number & 'Cris' said he didn't & that he told me 1-800-hiltons (what a BIG difference) he down out lied about the hole embrassement!!!! I then called the Hilton Corporation Guest Service & Shaika answered & promised me to have someone contact me within 72 hours OR at the hotel in our room. He then sent a cleaning lady up & she cleaned the wooden furniture only!!! After she left my husband wanted to take a bath & notice the washroom was covered in 3 inches of dust he took a white towel & by the time he finished it was all black, they had to come & replace the coffee maker because it was covered in dust as well, WOW WOW WOW!!!!!! I called the reception at the front desk and she was nice & I mentioned to speak to the Manager of the hotel & his name was "John Paul" I left him a message to call me in the room OR at home & I left him my number. He took a shower & he reached for the larger towel & there were HUGE holes in the towel!!! As you walked on the carpet, you would hear 'crunch, crunch, crunch for the amount of dust that settled in the room. I had to call my family memebers & friends to come & see the room, they were horrified!!!! The next morning we had other family members meeting us in Niagara Falls & they wanted to book with us at the Hilton (last minute deal) & we told them NO don't book another hotel. When they arrived they asked us what the problem was & we took them into the hotel to take a look at the front desk lobby area & check out smiles on the representatives faces & my cousin said what smiles everyone looks miseriable!!! And, I answered to that AND that is why we told you to book with another hotel!!! When we left the room that morning too, we left a note to the housekeepers & asked them to clean & dust the room & when we returned to the room at about 5p.m. All was dusted BUT not vaccumed!! I did not complain I was all tried out!! When we left on Sunday teh 27th check out time 11a.m. the housekeeping carts as they were on friday with everything on it & on the floor was still there when we left NO ONE TOUNCHED IT THE ENTIRE WEEKEND THAT WE WERE THERE!!! Well I will have everyone know that to date I left a message with Shaika at the corporate office NO RESPONSE, John Paul the "General Manager" has not called me yet & when I arrived home Sunday night the 27th I sent a 3 page complaint letter to the corporate office & a Fatima answered it & to date NO response & this week I called the corporate office again & spoke to a Ranita & she seemed to be the only one who understood our problem & who ACTUALLY LISTENED TO US!!!! She offered us a TINY deal BUT we are not happy with the deal I want full refund for the weekend & for all the others who came with us. Guess what, NO responses yet EITHER!!!! When I got back to work on the 29th, I had huddle/meeting with all my co-workers & told them my story of WHAT MY EXPERIENCE WAS AT THE 'HILTON HOTEL' in Niagara Falls & they all mentioned that they would make a point not to book with the Hilton Corproation!!!!! As I have been told as well is that the Hilton 'Cris' OR any of the housekeepers have placed notes of our concerns or our complaints, what is that all about!!! NEVER, NEVER, NEVER, NEVER again will I go to such a Hotel Corporation such as the HILTON!!!!!!

This hotel like all other hotels have issues and this hotel is under construction which makes it more to susceptible than others. Yes there is construction all over the place, the valet area is not completed so they are using the front entrance, yes the pool could get quite dirty but there are over 500 guest rooms so imagine the number people that use the pool, and yes there are long line up but it is in the heart of Niagara Falls.

What I cannot excuse is the General Manager and his assistant's behavior of not acknowledging a guest and the guest's filed report at the property under his management. He did not even have the decency to return my phone calls not to mention call me within 24 hours after filing the report to see if there is anything I needed. I tried for 3 days until I finally gave up and contacted the Hilton Guest Assistance, which I highly recommend to other that are not happy with this Hilton property.

I have stayed over 100 nights this year at Hilton properties all over the world and over 60 nights last year, and been a Diamond Honor member for over 3 years, I have seen it all but this Hilton General Manager treats his guest like a number and an entry in balance sheet.

I would never stay at this Hilton until the general management changes, there are 2 other Hilton properties within 3 blocks of this hotel and another property in Niagara-On-The-Lakes. They will be getting my business.

My family and I stayed there and right off the bat we were extremely disappointed. We arrived right on time for our scheduled check-in when we were told they had lost our reservation. A girl at the front desk told us check in with her in ten minu

That was terrible. Pillow was dirty which made not to sleep in the bed at all. The location was wonderful, but im not going to any Hilton's Hotels no more, sorry it was horrible. Prices not that cheap either. Plus on top they stole stuff from the ca

The Hotel was nice and the easiness of being next to the casino was great but the whole experience has been ruined by several charges added to our credit card after the stay. All but one has been removed but their only comecnt was that they place a...

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Nice Hotel overall. We got the Romance Suite when we booked. The Watermark restaurant on the 33 floor is very expensive, and the food was good but not great. You would figure for the price of almost $*CAD, that the food would be excellent, I would...

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We just got back from our weekend getway to Niagara Falls. The Hilton was fantastic!

I was a bit worried as the review posted earlier on the web page did not sound promising. But way my experience ever different!

We checked in EARLY ! horray which was great the staff was so friendly and made us feel welcome. The doormen came write to are car we did not left a bag and they came right to our room for no extra charge. The concierge desk was extermly help with recommendations on where to eat and shop and of course the night life!!!! There connected to the casino where the dragonfly night club is no getting wet or worrying on how we were to get back from the club.

Breakfast in the morning with the view so BEAUTIFUL .... second tallest point in niagara soon to be the tallest in CANADA !

LOVED IT SO MUCH HERE!!!

We had a $100 special order affliction t-shirt and Billibong board shorts go missing from our room. The staff refused to do anything to retrieve the items. I made hundreds of calls and they only line I got is that they are not responsible. Very tacky to pay $300 for a room and have clothes stolen. Our jet tub was broken and a soap dish had to be used as a stopper to even use the tub. Room service charged so many additional fees that it ended up costing $40 for a plate of stale nachos. This hotel refused to find our missing items. Will never stay at a Hilton again. Very poor service and communication!

My falls view was obstructed by a casino. They have a bottle of water in the room next to your ice bucket that says if you drink it, it will cost you $5.00 sorry that is so tacky and what kid isn't going to grab hold of it and not open it? my bed had all of the firmness of a bowl of Jello both of us had stiff necks and shoulders the next day. I was not informed of the mandatory $20.00 parking fee requiring valet service if I want to use my car. nor was I informed about the shuttle service available or even so much as given a map. The carpet in the room was worn and had several cigarette burns. The hot tub was nice but the aerator was not working (no bubbles) The television was a nice size but very limited volume for a deaf guy like myself and they only had 12 channels but a huge selection of pay per view at a zippy charge I would imagine. Ok I am a bit bitter right now but nothing was to prepare me for the fact that I was overcharged over $300.00 what my final statement read. And after I called the hotel they stated that they should call me back within 72 hours but just in case let me give you this service number.... sorry but that is terrible service overall just awful. I can hardly wait to get the explanation of my bill,consumption of water exceeded average billing, overuse of bedding, to many used towels I did use the extra pillow in the closet to shore up my sagging bed? If you can help it do not go to this hotel. if you have any questions email me roberttrakofler@yahoo.com!

We splurged and got a premium suite on the 32nd (top floor for rooms), and we were NOT disappointed!. Yes, there was the Casio tower if you looked straight out the window, but it only partially blocked the view of Goat Island, but we GREAT view of ...

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