Overview
This page sets out contact information and service procedures for Fallsview Casino Resort. It is intended for guests, visitors, and members of the public who need to reach the resort for general inquiries, reservations, accessibility requests, complaints, or other service-related matters. All information on this page reflects the resort’s current service structure as understood from publicly available sources. Where specific details could not be independently verified, this is noted.
Physical Location and Mailing Address
Fallsview Casino Resort is located in Niagara Falls, Ontario, Canada. The resort operates as a land-based facility and does not operate as a remote or online-only service. In-person inquiries must be directed to the physical location.
Written correspondence should be addressed to the resort’s main administrative offices at the Niagara Falls property. For courier deliveries or formal written submissions, current mailing details should be confirmed directly with the resort’s front desk or administrative team before sending, as internal routing addresses may differ from the main guest entrance address.
Telephone Contact
For general inquiries, guests may contact Fallsview Casino Resort by telephone. Phone lines are the primary channel for time-sensitive matters, including reservation changes, accessibility arrangements, and event-related questions.
When calling, the following information should be available to assist with handling the inquiry efficiently:
- Full name and, if applicable, reservation or booking reference number
- Nature of the inquiry (for example, general, reservation, accessibility, complaint, media)
- Preferred callback number if the call cannot be completed in one session
Specific department numbers, including those for hotel reservations, event bookings, and group services, may differ from the main switchboard number. The correct department line should be confirmed when first connecting with the main line.
Written and Electronic Inquiries
For non-urgent matters, written inquiries may be submitted by email or through any official contact form published on the resort’s verified website. Written inquiries should include:
- Full name and contact details
- A clear description of the subject matter
- Any relevant reference numbers (such as reservation ID or incident report number)
- Preferred method and timing for a response
Response times for written inquiries vary depending on the nature and volume of requests. General inquiries are typically addressed within standard business hours, Monday through Friday. Inquiries submitted on weekends or public holidays in Ontario may receive a response on the next available business day.
Departments and Inquiry Routing
Different types of inquiries are handled by separate departments within the resort. Directing an inquiry to the relevant department may reduce processing time.
Department - Inquiry type:
- Hotel Reservations - Room bookings, cancellations, modifications, check-in and check-out questions
- Event Services - Group bookings, private events, venue inquiries
- Accessibility Services - Requests for accommodation under accessibility requirements
- Guest Relations - Complaints, compliments, general feedback from guests
- Media and Public Relations - Press inquiries, interview requests, official statements
- Human Resources - Employment inquiries, application status
If it is not clear which department is responsible for a particular matter, the main reception line can be contacted with a request to be transferred to the appropriate team.
Complaints and Dispute Procedures
Guests who wish to submit a formal complaint regarding their experience at Fallsview Casino Resort should follow the steps below.
Step 1. Submit the complaint in writing to the Guest Relations department, including a full description of the incident, the date and time it occurred, and the names of any staff members involved, if known.
Step 2. Retain a copy of all correspondence submitted. The resort is expected to acknowledge receipt of a formal complaint within a reasonable timeframe.
Step 3. If the complaint is not resolved at the property level, the matter may be escalated to the relevant provincial regulatory authority. In Ontario, gaming operations are subject to oversight by the Alcohol and Gaming Commission of Ontario (AGCO). The AGCO accepts complaints from members of the public regarding licensed gaming facilities and can be contacted through its official channels.
Step 4. For matters involving responsible gambling concerns or problem gambling support, guests may contact ConnexOntario at any time. ConnexOntario provides referrals to mental health, addiction, and problem gambling services across the province and operates a toll-free helpline available around the clock.
Accessibility and Special Assistance Requests
Fallsview Casino Resort is required under Ontario law to provide accessible services to guests with disabilities. Guests requiring specific accommodations should contact the resort in advance of their visit to allow sufficient time for arrangements to be made. This includes, but is not limited to, mobility assistance, hearing loop access, visual assistance, and dietary requirements related to medical conditions.
Requests submitted at least 48 hours before arrival are more likely to be accommodated without delay. Emergency accessibility needs identified on arrival will be addressed by on-site staff as resources permit.
Media and Corporate Inquiries
Journalists, broadcasters, and representatives of other media organizations should direct all press-related inquiries to the resort’s Media and Public Relations contact. Requests for interviews, official comment, photography access, or background information should be submitted in writing with a clear deadline indicated.
The resort does not provide comment on matters that are subject to active legal proceedings or regulatory investigation. All media responses are issued through the official communications team only.
Responsible Gambling Contact Resources
Fallsview Casino Resort operates within a regulated gaming environment in Ontario. Guests who are concerned about their own gambling behavior or that of someone they know are encouraged to seek support through the following channels:
- ConnexOntario: 1-866-531-2600, available 24 hours a day, seven days a week
- The Centre for Addiction and Mental Health (CAMH), which provides additional resources and referral services for Ontario residents
- The Responsible Gambling Council, which maintains a national directory of helplines for all Canadian provinces and territories, accessible through its public website
These services are independent of Fallsview Casino Resort and operate under their own governance structures. The resort does not receive information about individuals who contact these services.
Hours of Operation for Contact Services
Administrative and guest services lines generally operate during standard business hours in the Eastern Time zone. The resort’s main reception desk operates in alignment with the property’s overall operating hours, which extend beyond standard business hours given the nature of the facility.
Current operating hours for specific departments should be confirmed directly, as hours may be adjusted during public holidays, special events, or periods of reduced capacity.