Hyatt Regency Niagara Falls Fallsview

Really great hotel, and the front desk staff are very friendly.

I never got to see a room, and the service was a zero. Pema, the front desk manager, was completely useless. I had a booking for Friday to Sunday, with the confirmation date, hotel confirmation number, rates, and stay dates clearly shown. I arrived at 6:30 p.m. on Friday, the date on my confirmation, but they had me down as arriving Thursday instead. They treated me as a no-show and had sold my room. I spent two hours there trying to sort out the conflicting story, with the confirmation email as proof. Nobody apologized. Instead, Pema blamed me and said I should have called the hotel to confirm my confirmation. What kind of insanity is that, especially with Hyatt? There were three other families there at the same time disputing incorrect bookings and being told they had no room. Was this really a customer mistake four times, or a single point of failure in the Hyatt system? They kept saying, “Sorry sir, you were a no-show, and the hotel is fully booked, so there’s nothing we can do.” Pema seemed to wait me out, standing there like a statue with a dumbfounded look. Later, he called Hilton for me and said I could stay there for one night, but the second night would cost twice as much. He didn't know the price and told me I'd have to call myself because he'd already done me a favor. My trip was for two nights, so that would have meant changing my plans because of their mistake. The strange part is that while I was standing there for those two hours, the same room was available to book on the Hyatt website. It seemed like they wanted me to pay the higher weekend rate instead of honoring the price I'd booked. I recommend avoiding this particular Hyatt unless you have a high tolerance for incompetence and being screwed over. I'd choose a more trusted brand like Hilton. In my experience, Hilton would train managers to handle mistakes and own up to them instead of pushing the blame onto customers. In all my years of travel, I've never had to call Hilton to confirm a confirmation number, stay dates, and rates that were already on my confirmation email. I emailed Hyatt customer service about what happened and my loss of trust in the brand. I want other customers to avoid being treated the same way, especially since reviews suggest this happens quite often there, and for staff service to improve. After all the arguing, I gave up on the useless staff, turned around, and apologized to my wife and kid because we couldn't stay there.

We really enjoyed how easy it was to get around from here, with the incline railway and GO bus station nearby and Niagara Falls close by. Breakfast came with an amazing view of the falls, and the whole stay felt welcoming and went smoothly.

Nauman at reception was incredibly helpful. This place checks all the boxes for me, definitely a must-stay hotel.