Doubletree By Hilton Hotel Niagara Falls

Recent Reviews: 1133

• User:KamilaIkramova

  Trip type: Family

  Worst Front Desk Experience at Hilton – May 30, 2026, 11:20 PM

  29 May 2026

  ENGLISH★☆☆☆☆Very disappointing experience with a Front Desk employee during the evening/night shift on May 30, 2026, at approximately 11:20 PM.The employee's name appeared to be K-E-Y-L-I-N (or a very similar spelling).I approached the Front Desk because there was no drinking water in my room and I needed water to take my medication. Instead of offering assistance, the employee rudely informed me that I had to purchase water myself. Only after another staff member intervened was I given a single bottle of water for the room.Later, when I politely asked whether the hotel had an electric kettle because I was feeling unwell, the response was again dismissive and unhelpful.When I informed him that I intended to file a complaint, I asked for his business card. Instead of identifying himself, he searched through a drawer and handed me the business card of his Front Office Director, Casey (C-A-S-E-Y). However, I had already noticed his name badge and remembered his name.What disappoints me most is that Hilton is a respected global brand. In many Hilton properties across different cities and states, I have experienced excellent hospitality. Unfortunately, employees like this significantly damage the reputation of both the hotel and the Hilton brand.I have worked in the travel industry for more than 11 years and regularly evaluate and recommend hotels to travelers and VIP clients across the GCC, CIS, and U.S. markets. I am also a loyal Hilton Honors and Marriott Bonvoy member. Experiences like this make guests question the value of loyalty programs and brand recommendations.Providing one additional bottle of water would have cost the hotel almost nothing, yet the way this situation was handled left a lasting negative impression.I hope management reviews this incident, identifies the employee working at approximately 11:20 PM on May 30, 2026, and takes appropriate action to ensure future guests are treated with the level of hospitality expected from Hilton. scott swagler, Owner at Doubletree By Hilton Hotel Niagara Falls New York, responded to this review Dear KamilThank you for visiting the Falls and staying with us. I apologize for the service that is certainly not indicative of the Hilton family of hotels. I did speak with the clerk that evening who apologizes that they were unable to provide an electric tea kettle for your usage. That is not a customary item in most hotels but they should have been able to get you hot water from the kitchen to accommodate your needs. The coffee maker in your room can also brew hot water without the coffee pod in place. regard the water, in the US, all water is required to be potable in the guest room, including that from the bathroom faucets. In many areas of the world, that is not the case, and I have asked our staff to communicate that to our guests so they can be comfortable not having to purchase bottled water. I am glad she was able to get you a bottle in the short term.Again my apologies. We hope you enjoyed the beauty of the Falls.Cordially,Scot Swagler

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• User:Michael L

  Trip type: Family

  Great hotel experience! 👍🏼

  04 May 2026

  Awesome experience! Clean rooms & very nice & helpful staff. Perfect location.. close to everything! Highly recommend. Only bummer was no microwave in the room. Otherwise fabulous!

• User:POOLSIDE44

  Trip type: Couples

  An amazing weekend

  26 Feb 2026

  An amazing clean hotel. The staff and rooms were amazing. Food and drink were fabulous. We will definitely be back. All day coffee was a plus

• User:Zachary F

  Trip type: Solo travel

  Nice place to stay

  02 Feb 2026

  Cool place to visit, I was here in the winter so it was cold and not a ton to do - but it is very close to the falls and to some good restaurants.

• User:Brandon B

  Trip type: Business

  Awesome Staff!

  23 Jan 2026

  Everyone was great here! Scott the GM was very accommodating. Bill and Lucian at the Bar were amazing! Jeff from the maintenance team went above and beyond helping us during our conference with any logistics or pointing us in the right direction. He always had a smile on his face and was super friendly!