Niagara Fallsview Hotel & Suites By IHG

location is good and room’s size is great.

parking is very expensive.

Not much positive in our experience. We booked our stay at Niagara Fallsview Hotel & Suites (formerly a Radisson) in October 2024, selecting and paying extra for a room with a king bed, sofa bed, and Horseshoe Falls view. The booking clearly confirmed this in the description (“vistas a las cataratas Horseshoe”). Upon check-in, we were given a room on the 5th floor, and I asked whether it had the promised Falls view. The receptionist said “No,” and said he couldn’t give us one with a view. When I pointed out that we had booked and paid for it, his response was essentially “check in and we’ll see later,” which was unacceptable as we had a young child and all our luggage. I insisted on a solution at the desk. Instead of resolving it professionally, the receptionist dismissed the booking by saying “I don’t speak Spanish, it could say anything,” even though I offered to translate it right there. He then asked us to move aside for other guests — fair enough, but later rudely called out by the senior receptionist “I asked you to come here!” when we were just doing what his colleague told us. They finally reassigned us to a different room with two double beds and no sofa bed. The receptionist claimed they no longer offer sofa beds, which appears untrue as those rooms were still shown on the booking website. While the new room technically had a Falls view, it was on the only floor with small, restricted windows. It felt like we were given the worst possible version of a Falls view room — rather petty, instead of just correcting the mistake properly.

In addition to the poor check in experience and views fiasco, the room itself was disappointing: • Torn bed linens • Black mould on the window frames. Poor housekeeping After the check-in incident, both receptionists avoided making eye contact every time we walked past , which made us feel awkward and unwelcome. In-room amenities were extremely basic — disposable paper and plastic cups, no microwave-safe container to warm milk for our child, and only one tiny bottle of shampoo/conditioner for a family of three. After paying £130.10 / CAD 242.30 for a premium experience, we received a downgraded room with unpleasant service and unacceptable cleanliness. ⸻ We are requesting: A partial refund to reflect the downgrade, poor service, and room condition and formal acknowledgment of the customer service failings. We hope IHG and Booking.com take this seriously. What should have been a highlight of our trip to Niagara Falls turned into a stressful and disappointing experience.

Unbelievable view!!!!!

Drain in jetted tub did not hold water

Everything..

I chàrged $25 when i arrived since i was tired i didn't ask what is that for.the room wil be ready around 4 to 5 pm as they told us not 3 pm.maybe the $25 is for the luggage we left since we arrived 1 or 2 pm.other than that everything is perfect.

There were NO hotel info kits in the rooms!!!