DoubleTree by Hilton Hotel Niagara Falls New York in Niagara Falls, NY

EXCELLENT LOCATION!! Staff was friendly and accommodating- from extra blankets and pillows we requested to cookies day we arrived and departed. Great experience.;)

Beds are not comfortable. We stayed for 3 nights. 2 consecutive days the rooms were not cleaned till evening. Only after complaining they send the housekeeping. Breakfast is average. Standards are low compared to other Hilton hotels. Won’t recommend it.

Very nice hotel and staff members. We stayed 2 nights right before 4th of July weekend. Rooms and public areas are clean, food in the restaurant is delicious and reasonably priced. Within walking distance to main Niagara Falls attractions but away from crowds. Would highly recommend when visiting The Falls!

My family stayed at your hotel on July 2, 2025 and checked out on July 3, 2025. Most of your staff did a wonderful job with our accommodations so I wanted to acknowledged that. Gracie was very pleasant and nice during the breakfast, Jim the engineer/ maintenance man was very professional, helpful and very apologetic for the incident even though it wasn't his fault. I will describe the two situations that is causing me to write this email. My family and I checked in at around 5:00pm and we were met by the front staff who was extremely nice. We received our room keys and placed our belongings in room 309. We immediately left to get a few things at the fashion outlet mall, we went to dinner afterwards, then decided to go to the view the falls. By the time we got back to the hotel the time was 9:20pm. My eight year old daughter wanted to go swimming since the pool closes at 10:00pm. Her and my son rushed to the room to change into their swimming trunks and suit. My wife went to the bar to use the drink vouchers we got. I was busy getting the shopping bags from the car. When I went upstairs I saw my kids still outside the room. My son had a key and he thought he demagnetized the card so I tried mine. My key didn't work as well. I rushed downstairs and told the front desk staff that the keys weren't working. The front desk asked if they were any colors on the door. I said the door was flashing green. He called Jim on the headset to see if he can take a look at it. Jim tried to use his key but that didn't work. He then tried reprogramming the door with his plug in device and that also didn't work. Jim then tried using a metal rod and string in order to open the door from the inside of the room. Jim tried doing this for over an hour. We needed to get into the room since all of our belongings were in the room with the exception of the things we just purchased at the Fashion outlet mall. After about forty five minutes of Jim trying I went downstairs and spoke with the staff and they said we can switch rooms. My daughter and wife went into the other room which is room 311. Jim was still trying to get room 309 open so we can get our belongings. My son and I tried helping Jim but it didn't work. I then went downstairs and spoke to the staff about our options since we were leaving in the morning and we still didn't have our belongings. One of the front staff members found another metal rod device that could be used to open the front door. He went upstairs with me to give it to Jim since Jim was leaving at 11pm that night. By the time I went upstairs with the front staff member Jim got the door open. My family and I got our belongings from room 309 and moved them to room 311. The front staff gave us breakfast vouchers for the inconvenience. The next morning is when the second incident took place and in my opinion this one was way more damaging. My daughter and I went downstairs to drop off our bags and placed them in our car. we went to breakfast to use the breakfast vouchers, my wife me us about 20 minutes later and then finally my son did at around 10:00am. My daughter and wife went to the buffet and got a few things, I placed an order with Gracie at 9:52am, I called my son to see if he wanted something and he said he was on his way down to the lobby. He decided to get the breakfast buffet. Since my daughter and wife didn't like the buffet to o much I ordered an omelet instead. Both my wife and daughter went to the carto place my wife's bag. My wife came back to give me cash so we could tip Gracie. Gracie apologize for the kitchen staff in getting my omelet. I was the first one of my family to try and get breakfast but it never arrived. Once I received the cash from my wife and placed the tip on the table. Gracie spoke to the restaurant manager about my order and she said the meal would be comped. At that time I told her that the breakfast coupons covered the meal in its entirety so she didn't do much. The frustrated part of this was the fact that I saw other people sit after me and they placed food orders and they got they meal before mine was ever delivered. I honestly could deal with the restaurant experience but what I dealt with at the front desk is what made everything worse. I went to the front desk to get my bill so I can leave out of your hotel. I was met with Caroline. In all of my years at visiting a hotel, let alone a Hilton hotel I have never been so frustrated at a hotel employee in all of my life. I was with my son when I requested a bill. Their was another lady who stocking the beverage station near the front desk. I asked Caroline for my bill so I can leave, I gave her my room number of 311, I tried explaining to her of my experience at the hotel, at being lockout out of my room, Caroline just smirked the entire time. I asked her for the maintenance guy from the previous night since I never caught his name. She provided me with Jim name. Caroline said that on my bill the restaurant wasn't showing up yet. I told her what just happened. I asked her how much is my daily diamond credit for and she stated it was $30. I grabbed a Pepsi, a KitKat, and a starburst. Smirkingly she said you still have $18 to use at the bar, I said I don't care and just want my bill so I can leave. At that moment I knew I was going to speak regarding the entire experience. I asked for Caroline name and she gave me a card and wrote her name on it. She gave me my bill and my son and I walked off. Before we even reached the doors to leave we here Caroline laugh at us for our experience. My son said what's so funny to Caroline. We turned around and headed to the front desk again. I asked Caroline who is the manager and can I speak to them. I asked if she was the manager and she said she wasn't it. By this time the other lady was done refilling the snack area. I spoke to her and asked when the manager will be at the hotel, I asked for your card, and she provided everything to me. At no point did I disrespect anyone at your hotel, cuss at anyone, or do anything to justify Caroline behavior. The evening front desk staff, Jim, Gracie, the other lady at the front desk were all nice, but Caroline was awful the entire time. Her customer service was embarrassing, poor, and any other negative word you could use to describe her lack of professionalism she displayed during my brief interaction with her. The $171.82 that I paid for this entire experience was something I will always remember. I since then sent an email to the manager and never received a response. Once I got home and settled in I contact the manager to discuss my experience and he didn't have much to say.

The hotel is wonderful, with some of the nicest staff. Kudos to Sarah at the front desk for making our stay so nice! The hotel is right across the street from Niagara Falls State Park and a nice walk to the Falls themselves. Clean rooms with a good size. Everywhere there is room for improvement, and the only thing I will say is that the maintenance team did not take us seriously when we continuously reported that our key cards (digital and physical) were not working. Twice they were sent up to check it, and if they came up at all the words "there is nothing wrong with the lock," were repeated. On our last night, they finally fixed it. Please do better with the guests when they say something is wrong. Otherwise, we would definitely stay here again on our next trip!