TripAdvisor Traveler Rating

I've stayed in Marriott hotels numerous times and always found them excellent. Not this one! I booked an accessible room 3 months before arrival and was assured 2 months before arrival that this had been arranged. However the room wasn't accessible so we headed back down to reception. We were allocated a sub standard room for our first night which had a charming view of a brick wall. We were told the bathroom had a shower seat but it didn't. We had one meal at the hotel which was a mistake we didn't repeat. The food was awful, cold or luke warm main courses and not much choice. The woman in charge of seating ignored our request for a window table and placed us a long way from the buffet, not great for someone with mobility problems. Generally we found several of the staff to be incompetent or extremely unhelpful.

I've never wrote any reviews but decided to do that this time. The reason forced me to write it was me and my wife's stay at the Sheraton Fallsview Hotel in Niagara Falls this September. We travel quite a lot each year and have a pretty good experience in the good and not really service in our life. Sheraton Fallsview Hotel is not bad at all as the hotel itself, but the way we were treated over there was absolutely disappointed. On our check-in I gave my credit card to the receptionist (pretty normal at any hotel) and after some time I received an email that my card was charged for amount of the booking we have for all three days of stay plus $817.08 on top of that. When we asked the Guest Services manager for explanation we have been told it is normal security charge!!! We stayed at many Marriott hotels and some of them were Sheraton and had never been charged before checking out especially way more than confirmed booking. While wasting our vacation time on that problem to be sorted out we heard from another guest that he was overcharged for more than $2000.00!!! Looks like this hotel has own pretty unique policy in place and hopefully Marriott can notify all its guests in advance about this exclusive service.

Our family has stayed at the Sheraton Fallsview since the 1990s, but we will never return. In my decades of travel, I have never been this disappointed in a hotel. Our recent stay was completely disrupted by major failures, and management completely refused to take reasonable accountability. When I reached out with constructive feedback, the service was shocking. An agent named Jasmeen repeatedly and carelessly called me by the wrong name in multiple emails. The Guest Services Manager, Tetiana, merely backed her up and was entirely dismissive of our safety and comfort. They hid behind rigid policies and offered a lousy $100 credit and refund for the waterpark. I merely asked them to waive our valet parking fee for the trouble as well, and they refused. They willingly threw away three decades of multi-generational loyalty over terrible communication. Save your money and stay somewhere that values customer respect. The Reality of Staying Here: The Bathroom Door Safety Hazard:The door stuck so severely it required two people to open, physically trapping my partner and child inside. Management did not seem to care. What would a senior, a disabled guest, or someone staying alone do in an emergency? Broken Room: The fireplace did not work. Maintenance offered to look at it, but we did not want a technician invading our room during the scheduled fireworks show. Plumbing & Bedding Issues: The hotel skipped upgrading the toilets during recent renovations. Ours leaked, ran periodically, and then clogged. The bedding and pillows were also horribly uncomfortable. Waterpark: You cannot blame a facility for a power outage, but you can blame them for failing to train staff on what to do when it happens. The waterpark shut down just a few hours into our visit, we left as all the other guests flooded the Guest Services. Infrastructure Failures: The elevators have literally had severe traffic and wait-time issues for years, (not our first stay with elevator issues). Dismissive Leadership: This is hands-down the most unhelpful management team I have ever encountered in all my travels.

Spent 2 nights at this hotel. Good location, comfortable. Had the buffet that was good but when we paid was told soft drinks were included but server in restaurant said they weren’t. Asked the receptionist the next day and she still said drinks were included. The server also took a tip which we hadn’t signed for. Room view was a ferris wheel.

Ideal location at the base of Clifton Hill. If you get a falls view room - great views of the US falls, you can see the Canadian falls, fireworks, etc. The rooms are spacious, clean and modern. Good looking in house dining - though we didn’t partake. Super convenient with a Starbucks and a Circle K in the attached lobby. We used the valet parking (great) and a cheaper self parking is also available. Overall, a higher end option that is highly recommended.