TripAdvisor Traveler Rating

We stayed at the Sheraton Fallsview and had a really enjoyable stay. It is a large and busy hotel, but the location and views are absolutely spectacular. We upgraded to a Falls View room on the 21st floor and it was 100% worth the extra cost — the view was incredible and really made the stay feel special. We ate at Massimo’s Italian Fallsview Restaurant, which was very good, with the added bonus of amazing views over the Falls. The hotel bar was also excellent, with a wide selection of drinks and particularly friendly staff. We were given complimentary wine tasting vouchers at check-in, including vouchers to use in the bar, which was a lovely touch and something a little different. Our only real frustration was the lifts. At busy times there could be quite a wait and, when trying to reach the higher floors, we occasionally found ourselves travelling up and down several times before actually getting where we needed to go! However, the hotel clearly recognised the problem and once a lift attendant was introduced, it worked much better and the issue was effectively resolved. One final mention for the customer service after our stay. My husband accidentally left his sunglasses behind and the hotel located them and arranged for them to be returned to us, which we really appreciated. Overall, a great stay in a fantastic location. If you are considering booking, I would definitely recommend paying the extra for a high-floor Falls View room — waking up to that view is absolutely worth it!

We had a lovely balcony room overlooking the falls and the view was absolutely gorgeous. There was even fireworks in the evening that we were beautiful. The lobby and room were very clean and location was great for easy access to restaurants. I’d have to say what made our experience even better was our lovely concierge, Shasteen. I was traveling with my older parents who have lots of questions and she was incredibly patient and kind and professional. She had multiple great recommendations for us and stayed by our side many times to make sure we had the best experience possible. She truly was a delight and anyone staying at the hotel should look for Shasteen for her exceptional customer service!

Positive, great location, nice attentive staff, spacious room. View was great room 466 had Juliette balcony which I didn’t expect bc I didn’t pay extra for higher floor. I think I prefer that anyways bc we didn’t have too much trouble with the elevator. Negatives, charged us for 4 adults vs 2 adults and 2 kids per our Expedia reservation and clearly at check in.. this added $271 to the bill which they removed after we questioned the charge. Also, the bathroom on the main lobby and in their Italian restaurant was very dirty. They need to clean common areas better. Room cleaning seemed ok. A little wear and tear but nothing major. Overall the location was worth the price but if not for that I would maybe try somewhere else next time.

We arrived to this hotel in the middle of the night after traveling for over 16 hours to get there. We were looking forward to relaxing and unwinding in our balcony room that we had reserved. (We had previously stayed in this same room type the previous year on our visit!) We were greeted by the kindest valet, who had also been our valet the year before. Truly a wonderful gentleman! Upon entering the hotel, we noticed that 2 of the main elevators were broken, which meant that only one would be available to us considering we were on one of the high floors. Much like last year, the elevators are frequently out of service, usually leaving only one elevator working, resulting in long wait times and over crowded rides. This year was much the same with the poor elevator service. We walked up to the counter to check in where Diya was working. She had a little trouble finding our reservation as she was looking at the day of reservations instead of the previous day reservations. We got it sorted and went on to our room. Upon arriving inside of our room, my husband opened the door to the outside expecting to walk out onto the balcony, only to find there was no balcony, it was a faux balcony! Basically jail cell bars in front of the door, with no walk out. We were shocked to say the least. I returned back downstairs to see Diya, and explained to her what room she had given us, vs which room we were expecting that we had last year. She goes to talk to the night time supervisor over in the side cubby area. She then returns and states that all of the “walk out balcony” rooms had been taken for the night, but most were checking out the following morning. She instructed me not to unpack our belongings, to return to the counter in the morning to get our new room assignment, and they would move all of our belongings to our new room so once it was sorted. As instructed by Diya, I went down to the counter the following morning spoke to Ana at the desk. She stated that she is going to check to see if any of those rooms were opened. I noted on my way down that housekeeping was currently upstairs, on our floor cleaning most of those rooms right then. Ana then proceeds to go talk to the day shift supervisor/manager. She returns and says no rooms were available and there’s nothing they can do for us. I then explain to Ana that I had booked a specific room this year, based on what I had booked last year, and for the extra money that I was paying this year, I expected and deserved to get what I paid for! She then said that I didn’t book that room last year. I promptly pulled out my phone and showed her my booking reservation from last year that stated the same thing that I had booked this year! Ana then apologized for being wrong, but stood firm on there being nothing that she could do to help. I then explained to her what Diya and the night shift supervisor instructed me to do to get moved into the correct room once again. Ana finally went to get her supervisor… Inserts Eva Lucia Civitillo: let us talk about a rude, very condescending human being whom should not be in any managerial position ever! This lady had the audacity to accuse me of lying about what night shift instructed me to do. I promptly told her that we could pull the cameras and listen to the audio, because I know they have audio on them! She avoided that request, and refused to even entertain anything that I was saying. She only proceeded to pull out her phone and loudly recite from google what the definition of a Juliete balcony was. I explained to this lady that I was well aware of what the definition was, but that I simply wanted what I paid for, which was the same thing that I had gotten the previous year! She then proceeds to explain loudly that if I wanted a “step out balcony” that was only a few cm wide (which is a lie!), that I needed to specify that when I booked my room! I told her that I was unaware of a special balcony request since I had booked the same type of room as last year, I thought that was what I needed to be in the room type, book the same room type? She then says, “Well how are we supposed to know what you want if you don’t ask for it?!” I again explained to her that I booked the same room type as last year, and I expected that same room type this year! I finally had enough of this ridiculous lady, and wished her the day that she deserved! After the mistreatment that I received by this so called manager, I will NEVER return to this overpriced, mediocre, mismanaged hotel again! I will happily spend my dollars anywhere else in Niagara Falls! Also, for what you pay a night for a room there, you certainly don’t expect to have mold growing in your shower! The place needs a complete overhaul, starting at management, ending at doing some work to keep the place up including changing mattresses and pillows.

Our stay at the Sheraton Fallsview was completely ruined by an appalling lack of accessibility and a disgraceful management response to a physical injury. After being injured, I returned to the hotel with zero mobility. My cab driver managed to get me past the first set of entrance doors, but could take me no further. I was left stranded in the vestibule between the double sliding doors. The hotel failed to step in or offer any mobility aid to get me inside. When we asked for help, General Manager Eva Lucia Civitillo attempted to call an outside wheelchair rental shop. When the store didn't answer, she washed her hands of the situation, stating the hotel bore no responsibility because the injury occurred off-site. With no other option, my grandson had to put me on a metal luggage dolly and push me through the lobby. Being wheeled through a busy hotel on a luggage cart while a crowd of guests stared was humiliating and deeply degrading. GM Civitillo personally watched my grandson struggle to push me on that cart and chose not to intervene or direct staff to assist. The only saving grace was the housekeeping staff. A housekeeper on our floor saw us struggling and called her supervisor. The supervisor immediately came over, safely helped me off the dolly into my room, brought an extra pillow so I could elevate my leg, and returned 15 minutes later with a pair of crutches left behind by a previous guest. Because management failed to assist us with proper mobility options, I was confined to my room for the rest of the trip. While I am grateful for the housekeeping team's compassion, GM Eva Lucia Civitillo's complete failure of duty of care and basic human empathy is unacceptable. Avoid this property if you expect accessible or supportive customer care.