Exceptional

Generic and expensive in a...

Pros: Lots to do around it. Because it was a busy time I had to pay for valet as opposed to just parking underground

Cons: The buffet included was very impersonal

Very exceptional

Pros: Breakfast was excellent really enjoyed it. As for location , it's Niagara falls unlimited cites and scenes..

Extremely poor never going there...

Pros: Just the view from the room

Cons: The staff at the front specifically the staff working overnight at the front was sooooo rude. Was not helpful at all and excessively rude, all the young staff at the front counter they were treating like we were homeless. They gave us free drinks voucher, but they denied us all the drinks from the free drinks other than cola, but then they made a cocktail to a white lady from the same voucher, felt the staff lady at the drinks booth which was inside the keg restaurant. Moreover, my girlfriend got bug bites on all her back

Superb

Had a wonderful stay.

Pros: Generally everything went well.

Cons: Could have used softer pillows. Neighbouring room noise during the night.

Very good

Exceptional

Pros: It was great

Cons: Everything

Overall our family trip to...

Pros: Location is the prime and the view was amazing. Quick access to the Fall incline railway (verticals gondola) that leads to the Fall was right next to the hotel.

Cons: Hotel’s rush hours ,breakfast time & check in and check out, gets crowded and waiting for the elevators can be a bit annoying. Somehow we didn’t get housekeeping while we stayed 4d/3n. I ended up putting the trash out the door when we left for the day outing and called for fresh towels.

Passable

Pros: The view from windows

Cons: Service. Had to pay 300 CAN dollars secure deposit for 2 bathrobes on top security deposit of 150 dollars. No slippers, additional pay. On advertise it should be already in the room. And still take us couple of hours to be delivered to the room. The first lot was not fresh. Lifts! Waiting time up to 10 min! They stopped where they liked, not on the called Floor.

Overrated

Pros: The view from our window was spectacular, and both the American and Canadian falls in front of us.The breakfast was ok. Happy hour drinks with nibbles supplied. Room had a great shower, roomy with good pressure.

Cons: Our room wasn't ready, so we were offered an upgrade to a small suite for an extra $150 per night, which we accepted. The view was fabulous from the bedroom, but that's all. Mattress was very uncomfortable, you could feel the springs, the heating didn't reach the bedroom, which was continually cold, no housekeeping unless you rang and requested it, which wasn't explained to us on arrival, excessive fees to park car in hotel carpark, $70pn or you could park a few blocks away for $35 and wait on a shuttle to bring you back. Also, they wouldn't add my Hilton Honors membership to my booking. Which other places have done on previous bookings.

Bad

Cons: Property is kind of old style even they were charged me extra for their own property parking didn’t get why. There are charges too much but they are not offering even water bottle we need to pay extra for the bottle of water. And I asked crib for my baby the lady on the reception call the room service but no one brought. This is the worst place I stayed.

Superb

Wonderful experience for our family!

Pros: Wonderful customer service from top to bottom! Beautiful clean room with a view!

Cons: Parking fees were high

Good

Pros: Nice view

Cons: Housekeeping never came in 4 days and 3 nights we were there.

Avoid this hotel at all...

Pros: An absolute disgrace of a hotel. . Please read carefully and upvote to avoid others wasting their money at this hotel. . Assuming you book the presidential suite at a hefty price, the room will be ok and the view for sure will be great. But that will be all as the rest is a joke and will make your trip a very painful experience. . FRONT DESK . Upon arrival at the front desk, Matt was at the counter to check us in but didn’t bother greeting us. Rather, he was frosty and unwelcoming, expecting us to read his mind as to what he needed to check us in. . He then did so without bothering to explain anything at all about the hotel: breakfast, amenities, how much the deposit is, etc. You know, the basic communications one would expect at a hotel… Oh, and last but not least, he didn’t even tell us our room number! . Every question we asked, we received a one word answer in the most unsympathetic, unfriendly tone. After digging to try and get more detailed answers, all he did was pointing at a sign asking us to read it, and then to go on their website. This left us wondering if he actually expected us to check the website in front of him rather than answering questions himself? If so, then what’s the difference between him and a self check-in service machine? Not only websites are not always up to date, but seasonal changes might also affect services and you would expect the front desk to inform you about that. . After pointing out that the checking experience was incomplete and very unfriendly, all he responded was “ok” in the most nonchalant tone, further proving that he had zero interest in feedback or willingness to improve. Hands in his pockets, he then proceeds to back into the back-office to vanish instead of engaging in the conversation as we were still speaking. . -------------------- MORE BELOW --------------------

Cons: We then proceed to talk to another agent, Nishi, but he suddenly pops to rudely interrupt us, throwing at us the Guest Services business card and egged us to file a complaint, which at that point, we had more than enough reason to. . This further proved our feedback that he was nonchalant, unfriendly and unhelpful in his service. But he had a lot more words to say when passive aggressively motivating us to make a complaint. . As we turned away, we heard him explain to his two colleagues (Nishi and another female) what happened and them snickering and laughing at us within earshot. You’d expect his colleagues to maintain a certain standard, even more having booked a presidential suite, but rather, you are confronted with a gang of 3 that will bully you publicly and bring this hotel’s reputation down, further displaying a nasty, immature and unprofessional behavior. ----- ----- THE GOOD + The suite was spacious. + It had a massage chair. + It had a nice view of both falls (again, assuming you’re on a high floor and booked a corner/presidential suite). THE BAD - The phone didn’t work so there was no way to contact the reception. - There were no complimentary water bottles. - We had to put bin bags ourselves. - The hair dryer was below average, with no additional nozzles. - The complimentary coffee was absolutely disgusting, but that’s no surprise when you see the joke of a “coffee machine” that they have in a presidential suite. - The amenities were average. - Terrible magnetic shower head. . CONCLUSION: . All in all, avoid this hotel at all costs. Having travelled a lot, I can assure you that I’ve been treated a lot better in far worst hotels. This hotel is a shame for the profession and only leverages on the fact that they’re in a touristic area to grab cash while providing terrible service.

Exceptional

Superb

Very good

Pleasant

Pros: The view of the falls from my room and the keg being in the same building.

Cons: The wifi didn’t work and the the TVs are small and old. They need new TVs with Netflix. The prices are outrageous for just old rooms.