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Embassy Suites Niagara Falls - Fallsview {CAN}

Embassy Suites Niagara Falls - Fallsview {CAN}

Old Aug 15, 2010, 11:24 pm
  #151  
 
Join Date: Apr 2010
Location: NYC
Programs: Hilton Diamond, SPG Gold, Hyatt
Posts: 43
Winecaptain,

Just wanted to let you know that I stayed there this past July and booked the lowest rate room as a Gold and was upgraded at check-in to the 38th floor to one of the Jacuzzi rooms with a great view of the horseshoe falls. I didn't even have to prod...I was just simply told that I had been upgraded. I was quite pleased!
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Old Sep 5, 2010, 9:37 pm
  #152  
 
Join Date: May 2002
Location: Moreland Hills (CLE)
Programs: Over-entitled UA 1.3MM Gold, AA Gold, Hilton Diamond, Marriott L-T Plat, Hertz PC
Posts: 5,520
Labor Day Weekend Stay - 2010

Spent the Saturday night of Labor Day weekend 2010 at the ES Niagara Falls (Ontario) on an award ticket.

Got a whirlpool tub suite with an angled view of Horseshoe Falls.
Two queen sized beds and a pull-out couch.

Separate room for the toilet and decent size walk-in shower.
Total of two sinks/vanities.

I'd say this is an upgrade for this Diamond (I did specifically ask for a view and mentioned my Diamond status at check-in).

Valet parking was $30, but car was ready when we arrived from our suite (for departure).
Self parking is $20.

Manager reception was a mad house with lots of guest and kids.
Video games in two large areas on the 9th floor.
Decent food, candies, veggies, and snacks kept well stocked. ^

We (family of 4) received a ticket for the reception (which nobody checked or verified) and two drink tickets (one free drink per adult).

Evening turn-down service was done with gift of 2 chocolates and 2 bottles of water.

Breakfast was crowded, but lines moved quickly.
(Again, this was a Sunday of a holiday weekend.)

Elevators worked great with minimal wait time.

Business center (3 desktops) between front desk and TGI Fridays Restaurant.

I'd return to this property...... if I ever had the desire to see the Niagara Falls again (which I don't).
Billiken is offline  
Old Sep 7, 2010, 2:40 pm
  #153  
 
Join Date: Apr 2010
Location: SE USA
Programs: HHonors Diamond, WN A-List Preferred & CP, Marriott Gold, American Platinum Pro, National Executive
Posts: 222
Just got back from Niagara Falls and have to say, I do not understand how Hilton allows this place to remain an Embassy Suites... Way below minimum standards in my opinion. Stayed using Q3FN certiciates (2 nights), both my wife and I are Diamond. Sent fax to GM prior to arrival explaining our anniversary weekend. Arrived at check in (place was a zoo!) around 5pm. Waited in the HH Line (clearly the people in front of me were not HH members and no enforcement whatsoever, I know because I asked and got a blank stare). Check in was efficient and clerk left midway and came back with the news that we had been upgraded to a fallsview king suite. Went up to room and it was smoking (both of our profiles state non-smoking). Called down and was initially told that there were no other King Non Smoking Fallsview rooms available. I explained that both of us were HH Diamond and that I would really appreciate it if he could look again. He then told me that "oh, I found one, but it I have to take it from another Diamond member if you want it?" Needless to say, we took it, but I found the comment odd, either he had one or he didn't, not sure why the color commentary was necessary. I apologize to the other diamond member (if (s)he existed) for taking their room. Our second room was on a much lower floor (19th), but the view was still nice (actually the best part of the entire hotel). The furnishings were very worn out, the tv's were old tube type (not even flat screen, but curved screen), the whirlpool tub was not clean, so we wouldn't dare get in it, the shower had mold growing on the grout along the wall by the door, and finally there was not a table in the room besides the two end tables. We had to take an end table, and put the light and phone on the floor, to have a table to put a cocktail glass on while we were watching the fireworks and the falls view. The living room was dark and drab (really useless space as there is no view or even window anywhere). You clearly would want to sit and watch the falls view, not sit in the dingy living room with worn out furniture and carpet. Some other issues included the "turn down service", someone came in and turned down the room without picking up any towels from the floor or used plates with old food on them from our makeshift coffee table. It was actually funny to look at, all the mess of the room, but the corner of the bed pulled back and 4 chocolates on the pillow on one side. When we called to ask for some extra towels and shampoo on our way out (the maid came and "supposedly" cleaned the room while we were at breakfast), we expected someone to come in and remove the old towels and then leave new ones, not the case here, just a clear plastic baggie with 2 towels, one shampoo, and one conditioner in it on the floor just inside the room (like the door was opened and the stuff thrown in). Finally the supposed cleaning of the room left much to be desired. Clearly the room was not vaccuumed while we were there as we spilled some snacks on the floor by the window while we were enjoying our view of the falls (the day of our arrival) and two days later when we checked out, the spilled snack food was still there... The final straw was the absolute chaos of the place. The Manager Reception is in an area that should not hold more than 100 people, yet there were several hundred crammed in. Not enough seats and the food service is actually in the middle of the game room, so to get a snack, you have to walk through several children playing arcade games (not exactly relaxing or inviting for a romantic weekend). They also give you a ticket for only 2 cocktails per night per room. Even funnier is that the drinks are measured pours, so don't ask for more than an ounce, because you won't get it without paying $6. I have never seen this at any other ES. The breakfast line was 30 minutes long to get an omlette (actually timed it at 31 minutes on the second day). Truly it was controlled chaos at best.

All in all, my recommendation is to avoid this hotel if you are looking for a weekend getaway. How it earns a CAA/AAA 4 Diamond award is absolutely beyond me and I have emailed them as well. I would struggle giving it 2 Diamonds or stars. What is even more insulting to me is that it is a Catagory 7 hotel (50K points per night) if using Hhonors points. I would try the Hilton down the street or the Doubletree if I returned, they both looked much nicer...
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Old Sep 7, 2010, 3:40 pm
  #154  
 
Join Date: Feb 2005
Location: Global
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Wine Captain. Very sorry to hear about your experience. None of what I read surprises me at all. I hope the rest of your trip was better...
Roger Lococco is offline  
Old Sep 7, 2010, 4:13 pm
  #155  
 
Join Date: May 2005
Location: WAS (DCA, IAD, BWI)
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Originally Posted by Winecaptain
I would try the Hilton down the street or the Doubletree if I returned, they both looked much nicer...
Agreed. I stayed at the Hilton last month for one (oversold) night and got one of the nicest upgrades ever on my reservation of the worst room in the property! Great breakfast buffet with no wait the next morning.
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Old Dec 14, 2010, 12:33 pm
  #156  
 
Join Date: Jun 2010
Location: Lubbock, TX
Programs: AAPlatinum, UA
Posts: 250
Thumbs down Thank you for the advise!

Originally Posted by Churnman
I rarely give a negative review of hotels on this or TA, but must warn Hilton Gold and Diamond members about the Embassy Suites in Niagara Falls Ontario. If you use points and even cash (discounted rate) and expect to be upgraded to highest category room like you've been at other properties then you will be disappointed even during off season.

We were booked for one night cash and the second night with points. We were told at the time of booking that we would be upgraded to a very high floor and most likely get a view of both falls as was noted on the booking (it was for our anniversary). We are Gold VIP HH. It was also noted that we wanted a king bed. When we arrived we were given a two queen beds (these are really double beds) looking straight at the concrete pillar of the ugly Minolta Tower. We immediately went back to reception where they said no king/fallsview were available even though I had just called and confirmed with Hilton that there were. Finally they gave us a Canadian fallsview room (two 'queen' beds). We were okay with that. The manager said to come down in the morning and they'd be able to accomodate my request for a king bed fallsview.

Showed up a 7:30AM, and the person at the desk found a room, but then went to ask the manager. She (the manager) shook her head NO and that was that. I asked if I could pay for the difference with cash to upgrade and she said "Sorry but we don't have any king bed fallsview rooms left." She lied! I immediately called Hilton and they told me they knew there were a number of King bed fallsview rooms available. But, management at this hotel will not budge. You get what they want to give you and have little respect for faithful Hilton Honors members. Oh, and this was the first part of October (off season) when the leaves haven't even turned yet so it's not fall color season which can get busier.

Lesson: don't expect much if you're a HH Gold or Diamond. They don't care unless you're spending straight cash and it helps if you have a big package with the casino.

Most of the hotels in Niagara Falls, from what we've found over the 9 times we've been there, don't operate like most of the Starwood, Marriotts and Hiltons around the world. Although Starwood members are treated better at the Sheraton on the Falls then Hilton treats their members. Marriott doesn't accept free stays (points) at any of there hotels for the most part (especially in summer).

Otherwise, the stay was enjoyable and the breakfast was okay. No complaints otherwise, but just warning HH members who might be used to certain treatment.
I'll be here for new years eve and will redeem my points, but for what I have seen in this thread I'd better be watching my statements and be ready to complain with management....
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Old Dec 15, 2010, 4:53 am
  #157  
 
Join Date: Sep 2010
Programs: hhonors diamond, spg gold, mileage plus 1K, a nobody with delta skymiles
Posts: 112
i agree with winecaptain. this ES disappoints. the property and furnishings are dated. the breakfast line can be very long. for shorter lines, i suggest going to the Keg Steakhouse where they serve the buffet bfast at 7 am ( or 730 am) when they open if you don't want to wait in the omelet line for 30 mins. you also will get a better than good chance to sit in one of the booths that overlook the falls. buffet spread is decent, it's just the lines and the crowd are damning.
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Old May 29, 2011, 5:09 pm
  #158  
 
Join Date: Apr 2005
Location: ATL
Posts: 799
Originally Posted by pocahontas
i agree with winecaptain. this ES disappoints. the property and furnishings are dated. the breakfast line can be very long. for shorter lines, i suggest going to the Keg Steakhouse where they serve the buffet bfast at 7 am ( or 730 am) when they open if you don't want to wait in the omelet line for 30 mins. you also will get a better than good chance to sit in one of the booths that overlook the falls. buffet spread is decent, it's just the lines and the crowd are damning.
I just returned from this hotel. I am Diamond. I asked for a late check out. The normal check out time is 12 noon. They offered 12:30 pm. Seriously. I said "For a Diamond member?" Desk clerk checked with supervisor. Came Back, OK, will let you keep it till 1 pm.
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Old May 29, 2011, 5:23 pm
  #159  
 
Join Date: Feb 2005
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Still the worst hotel I've ever stayed in from a customer satisfaction point of view. And I've stayed in a lot of hotels.
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Old May 29, 2011, 5:57 pm
  #160  
 
Join Date: Feb 2005
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Originally Posted by Winecaptain
Just got back from Niagara Falls and have to say, I do not understand how Hilton allows this place to remain an Embassy Suites... Way below minimum standards in my opinion.
I agree. This hotel dilutes the Embassy Suites brand and has soured me on staying at ES hotels in the future. Since my stay here, I have not stayed a single ES property--while staying a literally dozens of other HHonors properties including HGI, Hilton, and Hamptons.
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Old May 30, 2011, 4:31 am
  #161  
 
Join Date: Apr 2005
Location: ATL
Posts: 799
Originally Posted by Roger Lococco
Still the worst hotel I've ever stayed in from a customer satisfaction point of view. And I've stayed in a lot of hotels.
And don't get me started on the Tip Jars located at every single check-in counter. That just blows my mind.
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Old May 30, 2011, 8:16 am
  #162  
 
Join Date: Apr 2011
Posts: 88
Originally Posted by bigbuy
And don't get me started on the Tip Jars located at every single check-in counter. That just blows my mind.
And the staff puts American money in them... how tacky is that?
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Old May 30, 2011, 9:10 am
  #163  
 
Join Date: Feb 2005
Location: Global
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Posts: 1,443
Originally Posted by Embassy.
And the staff puts American money in them... how tacky is that?
Perhaps not as tacky as the staff loudly cheering when an arrival party put on display a life sized, nude, blow up female 'doll' in the lobby where a number of families with small children were (at 4:00 in the afternoon) waiting for their rooms to finally open up.
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Old May 30, 2011, 6:28 pm
  #164  
 
Join Date: Sep 2001
Location: near Nashville, TN USA
Programs: Marriott Bonvoy Lifetime Titanium
Posts: 185
I thought I had posted in this thread years ago but the search comes up empty.

We stayed at this hotel in August 2008. I have never seen a lobby so packed. The check-in was bad. There were several things in the room that appeared free at first, but turned out to have a cost. Our kids were old enough to understand but I could see how this could cause trouble with little ones. The manager's reception was overcrowded and pitiful. The breakfast was good but you needed to get there when it opened to avoid long lines. Overall, it had a different feel than the Fairfield/Springhill/Residence Inn places we usually stay at.

BUT THE VIEW FROM OUR ROOM WAS AMAZING!!! We could look at the Falls whenever we wanted. We saw them early in the morning when the volume is reduced and more rocks are apparent. It gave the entire vacation a different feeling by being to look at them easily. We weren't forced to hurry and look at them like some of the people who drove to the viewing areas and paid $20 for parking.

On a side note, we were a normal family in a minivan. The border guards each way were very unfriendly every time we crossed. Oh well.
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Old May 13, 2012, 10:26 pm
  #165  
 
Join Date: Apr 2001
Location: West Coast USA
Programs: UA GS/4 MM, AA Exec Plat, Lifetime Hilton D, Hyatt G, Marriott Titanium earned Ambassador
Posts: 7,553
THIS IS THE PLACE for a view.

I've been to lots of amazing places in the world. The Presidential Suites on the higher floors are it. Had sweeping views of both Falls. Curved wrap around windows with two comfy chairs and a small table. That was me enjoying the views with my high speed internet wifi connection. The upcharge for the Presidential suite was quoted very reasonable.

Parking is $30 valet. The Keg bar lobby restaurant was very good. The Cesar salad was yum. I checked the prices and the TGIF was actually more for a steak. Internet was a issue with the recent change over to AT&T service. As a Diamond got robes delivered along with bottles of water, chips and two candy bars. ^

Crossing the border was not a problem but allow sufficient time. The drive from BUF was easy but must pay attention. Look at the route on Google maps first to get your bearings before using GPS. The Hertz lot at BUF does not open early and was charged $28 for gas driving 71 miles. What a rip and waste of time to fix. I actually filled that car twice.
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