Hilton Niagara Falls

BAD FAR OUTWEIGHS GOOD

Ronnie -- Feb 22, 2010 02:42 pm
We were exceptionally disappointed with our stay at the Hilton Niagara Falls Fallsview. Poor customer service and acts of negligence went far to over shadow the view.

1) It took over 30 minutes to check-in because the front desk clerk could not figure out how to change our reservation from 5 nights to 4.
2) We paid over $450 a night for a falls view three-bedroom suite only to find the casino tower partially obstructed the view of the Horseshoe Falls.
3) During our second full day at the hotel we discovered the door of the two bedroom suite would not lock. My husband contacted the front desk and asked that until they fixed the lock that they make sure the entry door was closed at all times. We came back to the room twice to find the entry door had been left wide open, in essence leaving the two bedroom suite accessible to anyone that pushed the handle. It took three times of contacting the front desk before maintenance came to fix the lock. When maintenance did come to inspect the lock he saw it wasn’t working and said he would have to get a new lock. When he came back to replace the lock the existent lock was apparently working so he left a note saying it was working now and he didn’t replace it. It took a call to the manager to finally have the lock replaced – a full day and a half later – and several more times of coming back to the rooms to find the entry door was left open.
4) On the evening of our third day the elevator I was in became stuck between the 21st and 22nd floors. It took over an hour to move the elevator so I could get out. While in the elevator the manager (Jean-Paul) contacted me through the elevator intercom and assured me he would be there to meet me and take care of things. He never showed up. A member of the maintenance team was there and explained to me how the elevator I was stuck in had only been in operation for about a month because they had been having so many problems with it and he believed it was because they had rushed its inspection. He said they had needed to call the “elevator company” so many times he knew the rep by name (Tyson)
5) The evening of our third and fourth nights the maid did not clean the bathroom in the master bedroom.
6) The evening of our fourth night the maid did not clean the second bedroom of the two bedroom suite.

There were a few other trivial occurrences such as the maid taking the TV remote and being told by the concierge desk that I would be charged for the call to my husband’s cell phone to notify him that I was no longer trapped in the elevator (the manager did eventually refund the cost of the call). Even through all of this it would have been somewhat tolerable had the management and staff showed care and concern. The only compensation we received was a $150 credit on a $2,000 bill.