TripAdvisor Traveler Rating

The location here is excellent and super convenient - it's right by Hershey's Chocolate and walking distance to the falls as well as the Canadian Mid-way. There's views from multiple windows of both the falls and the sky wheel from the building / room. It's a gorgeous hotel and really gives the pampered atmosphere that makes you feel like you're on a vacation. The elevators have artistic marbling mimicking the ocean waves - I read there were issues with having to wait a long time (a line) to use the elevator but fortunately we encountered none of those issues. You will have to move your belongings all on your own (no cart) or pay the bellhop. The room itself has a nice fireplace and floor to ceiling windows (+ balcony). We could watch the fireworks at night from our room's windows, making it a wonderful and romantic experience.

I did book two rooms for my stay, one in full rate and one was points redemption. When I booked, it clearly stated that the room was with points redemption plus CAD$15 resort fee. Since I trusted Marriott group so much, I never captured the screenshot and not saving the confirmation email every time as I just relied on their app. I did check again before check in and it was still $15. Then I found that they charged me $39 without any notification until I asked them why, they then told me the resort fee has updated to $39 and shifting the responsibility to me that I need to show them the rate when I booked which I can’t see it in the app anymore as the night has past. $24 is not something big and I would love to pay that if that’s something we have agreed when I booked or at least has updated me in advance, not until I’m only checking on my bills. What makes it worse, after I expressed my disappointment with two consecutive emails, they just ignored my email and not replying. It’s no longer money problem anymore but it’s the arrogant customer service which is horrible. I never feel bad like this with the Marriott group but Sheraton Fallsview Hotel in Niagara.

Vesna, thank you for being wonderful professional kind warm and for the love you shared with our little boy. Room 773

We booked a premium falls-view room for a special family birthday celebration, expecting to watch the fireworks together. We pre-arranged and paid $19 in advance for a "Celebration Cake" to be delivered to our room at a specific time on the day of the birthday. Unfortunately, the hotel completely forgot our order. When we brought this to their attention, the staff shockingly asked if they could just deliver it the "next day"—completely failing to understand that a birthday surprise cannot just be postponed. After we insisted that it had to be delivered that night, they finally brought it to our room. However, what was delivered was a complete joke compared to the official website's description. The website promised a beautifully inscribed celebration plate, but they instead brought a plain slice of cake with zero birthday messaging, sloppily covered in plastic wrap. It utterly ruined the special moment we had planned. Throughout our entire stay, not a single manager or staff member approached us to offer a proper, face-to-face apology for this massive series of blunders. When we contacted them afterward to demand appropriate compensation, management hid behind the generic excuse of "unforeseen circumstances" and refused any further resolution. They seem to believe that simply refunding the $19 fixes everything. They have zero empathy for how much their carelessness and poor handling ruined our family’s special celebration, which we had paid a premium for. While the room and the view were nice, the hotel’s rigid, uncaring attitude utterly ruined our family memories. They are happy to take your money in advance but take no responsibility when they fail to deliver. I absolutely DO NOT recommend this hotel for any important or special occasions.

Our experience was very good at this hotel, the staff were excellent especially ROMANA in the breakfast room as I asked for proper milk for my Tea not those little plastic pot things she brought milk in a small pot to me. Another staff member ISATA was I would say being harassed by an objectionable man wanting to know why he had to pay for his breakfast, then asking her WHERE'S THE NEAREST COFFEE SHOP, rather rudely. He then returned whilst she was speaking to me, he came right upto her face over the counter, sort of pushing in to read her name badge, obviously he was going to complain, I said to her that it was him that was rude not her.So if your that man reading this , GET SOME MANNERS. A 3rd member of staff was the concierge JACK ( JOHN ) same as me wonderful manners and pleasant, he got us a few taxes very quickly indeed. Well done Jack.