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Case # 217515540 & 217515540, Disappointing Experience at Hilton Niagara Falls - Diamond Member Treated Poorly
Case # 217515540 & 217515540 Disappointing Experience at Hilton Niagara Falls - Diamond Member Treated Poorly As a long-time loyal Hilton Diamond member, my recent experience at Hilton Niagara Falls was nothing short of disappointing. Despite my Diamond status, the reception team gave me false information, claiming the hotel was fully booked and refused to honor the upgrade benefits, even though over 300 rooms were available at the time. It felt like they were playing games, insisting they were "fully booked" when I could easily book a room online. I spent over an hour speaking with various staff members with no success. The desk management openly admitted that on weekends, they choose not to upgrade members, which directly contradicts Hilton Honors membership perks. Even after contacting Hilton Online, who reached out to the hotel, the hotel team continued to lie about availability. I was able to book a room to prove the point, yet the hotel staff still wouldn't budge. The management here lacks professionalism and respect for their guests. I wrote an email to management, only to receive a generic "We are sorry" response with no follow-up. After years of loyalty to Hilton, this experience has made me reconsider my brand preference entirely. It's clear that Hilton has lost its customer-centric approach and treats it more like a marketing ploy. To make matters worse, after raising my complaint, they downgraded my status to the lowest tier, which speaks volumes about how much they value their loyal members. I will be looking elsewhere for my future stays, and I encourage others to think twice before booking here.