DoubleTree by Hilton Hotel Niagara Falls New York

When we checked in the heat was off and the room was 53 degrees. The thermostat on the wall didn’t work but we figured out how to use the controls at the heater itself after having to clean off a larger booger left by the previous occupant. GROSS!!! All was going good until we went to bed at 10 and could not sleep thanks to the constant banging from kids running the halls and slamming doors. We called the front desk 3 times and finally had a security guard show up only to tell the hooligans “ok guys keep it down”. Needless to say that didn’t not help. I’m all for kids having fun but after 10pm it’s time to get to sleep. The security guard was hired to ensure guest satisfaction but clearly could not have cared less about his job. As far as the hotel, the main lobby is a giant empty space with 4 chairs off to the side which is not very inviting. As far as the positives for this hotel, the pool is very nice and the hot tub was good. I would recommend staying at the Sheraton a few blocks away instead, as it is cheaper and a much more pleasant guest experience. Possibly thanks to security guards who take their job seriously.

This location is excellent for viewing the falls. The hotel overall is clean, as are the rooms. The hotel does host venues, including weddings, which is why service gets such a low rating. We were told that our room would be above the wedding and that music would be turned off by 11pm. Not great, but at least we were warned. However, on the night of the wedding, guests park in the main parking lot, not in the event lot, taking all the available spots. When I inquired about this, staff was not only dismissive of my concern, but downright rude when I inquired about a parking credit since I had to park away from the hotel. They stated I would still be charged for parking. I think it is unacceptable to make paying hotel guests pay for parking if they aren’t even parking in the hotel parking lot. In addition, we were never told about the hold on our card in excess of room charges. While I realize many hotels place a hold, I have always had this information disclosed at check in. Finally, despite appearing to be a nice hotel, the mattresses are cheap and uncomfortable. Normally Double Tree mattresses are plush and high end. These are not. For the amount we paid to stay here, I was not impressed and will not return to this location on future trips to the area.