Hyatt Regency Niagara Falls Fallsview

We had a premium falls view room, loved it! We had breakfast in the onsite restaurant every day, the food was very good and the staff was attentive and friendly. Check in was easy, they had ample people working for the number of people checking in.

The location of the hotel is right in front of.the falls, we had the best view from our room, the hotel premises, the customer service, room cleanness and the breakfast at the hotel's restaurant on the 9th floor exceeded our expectations.

Rude front desk and hotel manager, poor housekeeping management(house keeping didn’t maintain the rooms for one day( didn’t show up) and left trash bin on desk and left hairs in shower after cleaning the next day.

What made this experience particularly disappointing was that we had voluntarily offered to pay the additional cost to upgrade to a larger room. We were not asking for a complimentary upgrade or any special treatment. We simply hoped to accommodate the needs of our family and were more than willing to pay the applicable rate difference.

Despite this, we were met with an attitude and manner of communication that I have never experienced before. Throughout our travels to many countries and our stays at numerous hotels around the world, I have never been spoken to or treated in such a rude, dismissive, and discourteous manner by front desk staff and the female manager there.

What made the situation even more disappointing was that, despite the way we were treated, my family remained polite, respectful, and cooperative throughout every interaction. We never raised our voices, argued, or demanded anything beyond what we believed was a reasonable request.

We simply expected to be treated with the same courtesy and professionalism that guests should reasonably expect from a Hyatt hotel.

### 中文版

我提前在旅遊網站預訂了一間瀑布景觀房，價格為 **298美元**。但辦理入住時，前台卻告訴我們，原本預訂的房型已經沒有了。如果仍然想入住瀑布景觀房，就必須額外付費升級。當時前台清楚告訴我們，升級費用是**連稅合共200加幣**，所以我們同意了。

上房後，我們發現房間並不理想，而且設施不齊全，完全不值得支付這麼高的升級費。我們致電前台要求換回原來的房型，對方提出將升級費減免50%，並叫我們留下來不要換房。我們接受了這個安排。

但第二天退房時，賬單竟然完全不是前台承諾的價格。酒店先把原本說好的200加幣升級費提高至280元，再由加幣改成美元計算，而且還不包括稅，最後才在這個被提高的價錢上打50%折扣。最終房價總數變成了 **451美元**。

整個收費過程非常不透明，與入住時前台承諾的內容完全不同，令人感到被誤導和欺騙。我對這次住宿體驗非常失望，不會再次入住，也不會推薦朋友入住這間酒店。

### English Version

I booked a falls-view room in advance through a travel booking website for **US$298**. However, when we arrived to check in, the front desk told us that the room type we had reserved was no longer available. We were told that if we still wanted a falls-view room, we would have to pay for an upgrade. The front desk clearly quoted us **C$200 in total, including tax**, and we agreed.

After entering the room, we found it disappointing and poorly equipped. We did not feel that it was worth the additional cost, so we called the front desk and asked to return to our original room type. The staff then offered us 50% off the upgrade fee if we stayed in the room, and we accepted.

At checkout the following day, the charges were completely different from what had been promised. The hotel increased the upgrade fee from 200 to 280, changed the currency from Canadian dollars to U.S. dollars, added tax separately, and only then applied the 50% discount. Our final room total became **US$451**.

The pricing was extremely misleading and completely different from what the front desk had promised at check-in. We felt deceived and were very disappointed with the entire experience. We will not stay here again or recommend this hotel to our friends.

Very pretty interiors that were recently updated were so nice! Super clean and nice. Great housekeeping services. So convenient with gorgeous views. Very walkable and literally right at the incline down to the falls! If you want a lovely room with a killer location , you can’t do better. And the Starbucks on the first floor is always a perk.

Very good location,and very good costumer service . Nice hotel to stay with family,close to attractions and amazing views of the Falls

Great room on 31st floor. Didn’t receive an Explorist upgrade but happy with what we got. Didn’t receive housekeeping service despite reminders. Finally got new towels at 10 PM.

First let me state that the views from our room(s) were amazing and the location was great. Other than that trip was less than stellar with the hotel.

First, we booked in December when it was the Embassy and linked to the Hilton. We booked under our Hilton rewards. Fast forward the hotel changed to the Hyatt. Under both hotels for description of the room we booked, it was not very descriptive. When it was the embassy, it was just 2 qn beds both Falls VW NS - but it was 6 beds total (4 queens 2 kings) and two bathrooms. It was a suite. Under the Hyatt is the Vista - a 900 square foot suite, with two rooms. My understanding of a suite -is room, not two separate rooms with two separate entrances and separate keys, not connecting either. This put strain on our trip. Also, if booking through the Hyatt, with our membership it was significantly cheaper, around $1500 for the 4 nights. I tried to price match, but was always told no. I ended up having to cancel the first room, and rebook with Hyatt. Which was stressful and I keep getting told I have several rooms booked under our names. I continued to have trouble straightening that out.

Fast forward to arrival day. We checked in but only one room was ready. I was confused, I only booked one room. Front desk said no I booked two rooms. More confusion. But their system has the Vista as two rooms. Because instead of a suite, it is two separate rooms next to each other. Two different keys to open it. There is a separate door from the hallway that used the same key for both rooms. Then it's a tiny hallway to the door for the rooms. That hallway was dirty our entire stay. Not sure the last time they cleaned behind that door. We got into one room and waited for the second room to be done. Check in was at 4. At 6:30 pm, the other room was ready. I spoke to management about all the trouble we had with booking, price match, the thought we booked one room, a suite - not two separate rooms, and the late check in. Basically, we got sorry for your luck. We will take off one night's parking. I stated we didn't park here, its cheaper in the lot next door, but they were able to deduct that amount from the bill.

Towels in the room were scarce. 3 beds = probably 6 people. We had 3 towels, 3 hand towels, and 3 wash cloths. But after calling the first day, we continued to extra each night without asking - Great job for this. Cleaning was lacking. One day they cleaned the room, did not do the bathroom and left us no toilet paper. Once again, we only had 1 roll to start with. They do need to step up their game for cleaning and providing supplies for the rooms with larger guest totals.

We went to breakfast one day. Food was good. Service was really bad. Our waiter only liked to address the male in our group. Ignored the females. When food came, all the food went to the male, and he had to give it out. If a female asked for anything, he did not bring it until we asked several times. The table next to us, several staff members were getting yelled at by one female workers for setting up the table wrong and sitting people at the wrong table. It was loud and uncomfortable for everyone.

Staff at the elevators were nice and helpful. Most likely would not stay here again.

The overall experience at this location was a 10! The proximity to the Falls and everything in the area was a plus! We enjoyed the atmosphere and the staff. I would definitely reccomend staying at this location.

Had a Presidential King Suite with Horseshoe/US Falls View. The view from the Presidential King Suite with Horseshoe/US Falls View is as promised. Room staff helpful, after asking they delivered the missing bathroom floor mat and a tea kettle on loan.
Almost all other things are NOT as promised and as expected for a suite of this price level (1200 Can$). The room itself: rather small for a suite, though it has a separate sitting area. No desk whatsoever to work on eg a laptop, only a too high drawer or a too low sitting room table. Standard bathroom with only a shower.
Pool is largish but during family holidays quite noisy. Breakfast, even if included in the rate as with us, ridiculous: only 3 main dishes to choose from. All other options are a-la-carte extras, though "20% off the rate in the menu".

For half or lower of the quoted price it might be worth it, current level not in line with quality.

We stayed at the Hyatt Regency Niagara Falls and chose the city-side view because we figured we would be outside more than in the room. When we arrived, the front desk agent asked if we wanted to upgrade our room (I believe they were offering a special to see the fireworks, as it was the USA July 4 celebration and they were to have an extended version of fireworks over the falls. So we upgraded to have a room viewing the fireworks over the falls for only $81 more than we initially paid (US$). It was a little difficult to hear the front desk agent talking, she had a quiet voice and the area was so loud, but she was sweet and helpful and did everything we needed. We arrived around noon and required 2 rooms that we had booked online earlier in the week. She said the one room was ready (even though check in wasn't until 3), so we took our bags up to the 40th floor room. We were right in front of the Canadian Falls with a spectacular view. The hotel was very clean and had a fresh smell. All of the staff were very helpful and kind. The parking was inexpensive, but offsite. However, there is a shuttle that picks you up and takes you back to your car, since it is a few miles away. But that was also helpful not to have to worry about your car or parking. Overall the cost was worth the price. We ended up paying around $675 US$ total for a tremendous experience. Loved the Starbucks onsite! We did not eat at the restaurant at all, so I have no response for that.

We were switched to this hotel during a graduation vacation and were not pleased with the service or facility. The hotel staff were not helpful or aware of what was happening with the transfer. Unable to help with a basic credit card issues and lacked communication & safety protocols when the fire alarm went off at 4 am.
It seems the hotel is older and had multiple elevators not running, when going to the gym we often found children under the age of 10 on machines or unsupervised. This is a great location the service at the hotel was unfortunate.

Our room had an amazing view and the staff were some of the best. It was a very convenient walk to the falls and surrounding attractions.

The view of the falls from the hotel & suite was amazing! The downside to staying here was the small bathroom that lacked towel bars and room service was not really an option, when the link to menu doesn't actually work.

Avoid this hotel. Parking is a mess, it takes 5-10 minutes for an elevator, and housekeeping wakes you up at 9:30am. Will not be back!

Fantastic location, great property, super helpful staff. Can’t go wrong with this one.. views from the room were perfect. We had elderly parents with us and they were able to enjoy the falls, the firworks and lighting from the comfort of their room

The hotel was busy in general (to be expected) but our room was perfect. We stayed on the 38th floor, and there were no issues with noise or water pressure. Everything was super clean and modern, just what I expected for the cost. The only issue we had was upon leaving, none of the elevators worked, and the front desk denied any problems. They said the elevators were busy due to “check out”. We tried 3 floors and at least 15 people waiting at each elevator bank. The stairwell was full of people walking. We eventually walked down the 38 flights with all of our stuff (we had a lot). I’m sure this is a one-off, but not a great end to the stay.

Exceptional room views! Have to see Niagara Falls on the Canadian side in the Hotel next to the Falls. ALLSOME! PRICELESS AND PRICEE. Have to do it once in a lifetime.

Excellent hotel and a big upgrade from the former Embassy Suite hotel. Be prepared for steep costs for parking. $100 CDN for valet and $70 or $75 CDN daily for self parking onsite.

Perfect location amazing view from room. Walking distance to casino and Top Rock Center. Incline Railway behind hotel.