Editing my previous 5-star review for this hotel! ...

Editing my previous 5-star review for this hotel! I've stayed here many times & dined at all of their restaurants. However, after my last stay - I don't think I'll ever be back.

We came to Niagara Falls as a mini-getaway after a busy holiday season. We were out and about all day & finally went back to our room around 3am. At 4am, the thermostat and lights kept flickering in our room so we called down to the front desk to see if they could help us. No one picked up after 5 minutes so we decided to go to the lobby ourselves from our room on the 30th floor.

As we descended down to the lobby, we could hear a rush of water like a waterfall. As the elevator doors opened, water rushed in the elevator & flowed down the shaft. The entire lobby floor was flooded and there was no one in sight. We quickly went back in our room as we obviously shouldn't be standing in water on their lobby floor .

After heading back into our room, an announcement was finally made 15-20 minutes later that there is no need to evacuate and everyone should stay in their rooms. We stayed in our room where there was no heat and no lights for hours. We're in the beginning of January, the temperature dropped quickly in our room. Without being able to get an answer from anyone, we just stayed put and awaited further instructions.

Hours later, someone called our room to let us know that they were evacuating the building. We quickly packed our things and headed down. The security guard let us know that the Four Points next door would be happy to assist us as we were clearly exhausted from not sleeping all night. We went to the guest services desk at the Hilton to see if we were eligible to move over to the Four Points. The lady at the front desk was clearly stressed over this situation - but she was incredibly rude. She basically let us know that we're out of luck. I asked if our credit card was going to be charged for the night, and she said yes - gave me her card & told me to call tomorrow.

With only an hour of sleep - what were we supposed to do? Drive home? We weren't about to pay for another hotel room just to take a nap so we could go home safely. But more importantly, I understand that floods could happen quickly but why did they wait so long to make an announcement? It was extremely unsafe that we even ended up in a flooded lobby with water flowing through the elevator.

Obviously these things are in no way anyone's fault, however, the Hilton really needs to figure out how to handle these situations because we feel like we had to pay for an absolutely horrific stay. Someone from the Hilton did call us to let us know they'll be refunding us half the rate. I don't believe I should be paying for ANY of it.