DoubleTree by Hilton Hotel Niagara Falls New York

The Jacuzzi tub didn’t work, and there was poor communication about it. When I followed up, I was told it had been fixed that morning, but my boyfriend said the technician had only just left the room that evening. I was also told the room had been cleaned that morning, yet the garbage was full and the bed hadn’t been made. I don’t appreciate being given inaccurate information by the receptionist. We found the room dirty on arrival, with cigarette butts and iron stains on the pull-out couch, and mold on the bed sheets. Smoking isn’t permitted in the room, and we had young children with us, so this was especially concerning. I reported the problems in the morning and was told management would handle them. When I checked back later, nothing had been done and the manager didn’t know about it. I asked to change rooms and was told none were available, though the hotel’s online booking system still showed rooms available. No alternative room, apology, or compensation was offered. The cleanliness and communication throughout the stay were poor, and I wouldn’t recommend this hotel. Best regards, Abigail Best

The manager became defensive when I asked to see the rate difference between a standard room and the balcony room, and the conversation ended without resolving the problem. We’d paid $300+ for one night, so a $5 difference wasn’t the point; it was the hotel’s attitude and lack of accountability that disappointed me. We slept with earplugs, and I had to ask housekeeping for a spray and treat the room ourselves because there were no air purifiers. At checkout, the adjustment hadn’t been applied as discussed. The manager’s notes showed a $15 deduction before tax for parking, something we never discussed. Since the conversation was verbal, there’s no written proof, and perhaps the hotel will say otherwise. I’ve learned to get any promised adjustment in writing. We paid extra for a balcony river-view room, but a huge kitchen exhaust hood was directly outside our balcony and window. It was extremely loud, and the smell came straight into the room through poorly sealed windows. The room smelled like a commercial kitchen and the balcony was basically unusable. This shouldn’t have been marketed or priced as a balcony-view room; we didn’t get what we paid for. When I raised the problem and asked to move, the front desk said the hotel was full and referred me to the manager. I asked for either a different room or fair compensation for the upgrade. He reluctantly offered a $20 adjustment, saying it was the difference between a standard and balcony room. I only asked to see the rates to understand the offer. He accused me of “being insulting” and “calling him a liar,” even though I hadn’t used insulting language or accused him of anything. I was simply asking about that day’s price difference, which can vary by date. The conversation was abruptly ended on the grounds that it had become insulting, while we were still stuck with the noise and smell. His response was completely inappropriate. Having read other reviews describing similar defensiveness from management, this seems to be a pattern. One guest from nine months earlier said they arrived at midnight, had no one greet them and waited 15 minutes before someone came. When they raised the issue, the person who checked them in got defensive and called them a liar, saying they’d only been in the bathroom for six minutes. It sounds familiar. A few bad reviews probably won’t stop people coming to Niagara, but save yourself time and energy. Don’t stay here; you’ll regret it.

The location is great and close to the falls, and the staff are excellent, always friendly and ready to help. The restaurant staff are great too. The hotel itself is clean, but definitely needs updating.

The room had plenty of space for four, and the view was amazing. Everyone on staff was kind, and when I needed a little extra time before checkout, they let me stay longer. I had a blast here and would happily come back and recommend it.