Since covid my husband and I go away every weeks to get away. We’ve stayed in DoubleTree, Hilton and Marriott and absolutely loved all of our stays. Last on our list to try was Embassy, after going to check in and room being almost 3x any price we paid we expected it to be AMAZING. All 3 hotels we stayed at previous were cleaner room and window to actually enjoy view, kinder service, etc.
Was told room was $315 ended being charged almost $500 after we left. Only hotel that wouldn’t allow us to pay cash at check in, said it was an option at check out but needed our card —failed to tell us it would a few business days to go back in. No other hotel has this happened. Too much hassle for $500 when I go to the Marriott for $200 total and it’s a nicer stay.
Not to mention the attitude a young black gentlemen got beside me— we didn’t get the same energy as a white couple.
Worst stay in Niagara. Check your rooms before staying. We paid premium for falls view but got a bad view of the hotel Opp to the hotel. The signboard from the hotel has so much light that it straight peeps into our room and you cannot sleep with such bright light. Manager (Ceaser) thinks that the guests should closed their curtains 100% in a fall view room to sleep. Really is that the concept of a falls view room. Hilton you guys are scamming.
Boy oh boy did we make a mistake staying here. If you’re brown or black stay away from this hotel. Staff is very racist and aggressive. There were stains in the tub like the previous guest took a massive dump in the tub. The windows had fingerprints of past guests kids. When you complain, they don’t let you get through to the manager. Staff is very sarcastic. Even if you’re a Hilton Honors member you get treated like you’re not human. The elevators are unpredictable. They skip the lobby twice for us and took us back up.
They advertise that you get breakfast, but you visit they tell you they can’t because of covid. When I told them they shouldn’t advertise their breakfast they said that’s not our problem, it’s how Hilton global runs its business. If you have a complaint, contact them.
I had paid for a premium room, and the staff said I had paid for an economy room. They said they’ll upgrade me to a larger room and put us in wheelchair accessible room.
If you pay with the Hilton Honors app, make sure you take a screenshot of what you’re buying because you won’t have any proof what you paid for. The reciept doesn’t say which type of room or amenities you get.
A total waste of time and money. Do yourself a favour and go somewhere else.
From my experience I’m shocked how they do business and going to file a consumer rights complain.
They also haven’t upgraded their TVs to smart TVs so you can’t connect your Netflix of Disney plus accounts for the stay.
Wifi available means you have to pay for wifi. A lot of false advertising here like I said.
It feels like they’ve decided to extort customers every chance they get, for all the lost business during covid closures. From the moment you check in, they push you hard to upgrade for everything.
Shame on them. My wife and I are both still shocked b and reeling from the experience. See the pictures I’ve attached.
Booked a one night stay, purchased upgrade to larger room. Room had Lysol/Hilton seal which we thought meant extra precautions were taken. However we were disappointed as the bathroom jacuzzi had hair in filter and around tub. We were given room change which also had dirt/hair in tub. Manager that evening didn’t offer anything to make up for inconvenience experienced.
At check out next day the agent who helped us was very friendly and tried her best to rectify the issue.
If you’re going to go through the effort of posting signage regarding cleanliness in the rooms they need to be clean.
Otherwise, nice hotel, spacious rooms and great view.
The team here at the Embassy Suites Fallsview is better than any 7 star hotel you would ever even dream of staying at. They have exceptional staff ready to assist you before you even walk through their front doors. Their customer service skills are out of this world. I went here with my boyfriend on a Groupon. Usually when hotel staff see that you booked with a coupon, they treat you like the floor they walk on, but these guys actually took care of us and made our stay one for the books. We actually wanted to extend our vacation,that's how 'at home they made us feel. And if it wasn't for the extreme weather, we would have. I can't wait for our next vacation, because this is officially our new favorite place to stay! 😍