TripAdvisor Traveler Rating

I checked into the Sheraton Fallsview on Tuesday, June 10, and was assigned room 1090. As a Platinum Elite member, I found this completely unacceptable. The room had no closet, the bathroom was extremely small, the view was terrible, and the lighting in the room was very poor—it felt dark and uninviting. What made it worse is that two of my colleagues, who are not even Marriott members, checked in at the same time and were given nicer rooms with falls views, even if located on the 2nd floor. When I asked for a better room, I was told it was impossible. The front desk made no real effort to help, and I was extremely disappointed with the service. I also tried to call reception from my room to voice my concerns, but dialing zero only connected me to a central line—it was impossible to speak directly with someone at the hotel. To add to my dissatisfaction, housekeeping only came after 3 p.m. on my second day. While the hotel’s location is great and the pool offers a beautiful view of the falls, the service at check-in was unimpressive, and I felt my loyalty status meant nothing to the staff. With over 50 nights per year—close to 75—this experience was very disappointing. They sent a text saying, “Sorry—next time we’ll make sure you have a better experience,” but honestly, after this visit, I’m not sure I want to come back. I was not impressed and think they could have done better, especially by offering some compensation in the form of points.

We stayed at the Sheraton and paid extra for a Fallsview that did not disappoint. The hotel was clean and staff were professional. It’s connected to many amenities like a casino and food court with reasonable parking rates too. The view was amazing and if you can opt for a fallsview I cannot put into words how it was to wake up to it.

Okay, not sure where to begin with this one. Lots to say. There are so many businesses physically connected to this property, that it's hard to give an evaluation. The good: The two most important things I look for in a hotel are: good mattresses and cleanliness. This checked both boxes. All the staff we encountered: front desk, management, cleaning staff, valets (even though I didn't use valet parking) were very professional. In addition, the baristas in the lobby Starbucks and the counter staff in the attached food court were very polite and patient when I tried to figure out what to me was an unusual credit card reader. The location is great for anyone wanting to walk to nightlife, restaurants, entertainment, for views of the American Falls, for access to the WeGo bus and for views. The bad: The traffic on the adjacent streets gets loud. There seems to be no shortage of drivers trying to prove something with their loud cars. This is not the hotel's fault, but if you're on a lower floor, this might affect your sleep. You will also hear nightclub noise if you're on a lower floor. Depending on the time of day, it can be a long wait for an elevator. Allow plenty of time to check out if you have a flight to catch, because the elevators can slow you down. Self-parking is expensive, and the parking garage is a long walk to the hotel. You have go to up or down a garage elevator, through the Brock Hotel, through the Hard Rock Cafe, through an arcade and then up the hotel elevators. I've seen a lot of comments about billing, such as people paying for upgraded rooms and then getting a regular room and not getting refunded the price difference. We reserved a high floor with a falls view and Juliet balcony. I was happy to see that we got the room we paid for. Unfortunately, the ceiling in our bathroom started to bubble and water began rapidly dripping out. Maintenance responded quickly, and fortunately, another room on a lower floor was available. I was told that we would be refunded the cost difference for the room. When I received the bill the next day, the room price had not been discounted, nor were we compensated for the hassle of changing rooms. When I brought up the issue to the front desk, however, they offered to give me a free night of parking, which I felt adequately made up for things due to the high cost of parking. This location is good for all the amenities mentioned above. It is not close to Horseshoe Falls if that is important. Overall, I liked the hotel itself, but would probably choose another place in the future solely due to the parking difficulties.

Our room was clean and the bed was comfortable. We had a great view of Niagara Falls from our room. Nighttime view of the falls plus the fireworks at night was spectacular. My husband and I enjoyed our stay. The hotel was surrounded by beautiful buildings and fun things to do.

We choose this hotel for its location. It is both close to the Falls and close to Clifton Hill which puts your right in the action. Unfortunately, we got off to a bad start, since we drove to the location, parking is actually at the casino and the directions provided were poorly written. Once we found parking, the walk through another hotel, then a restaurant, then down the stairs to get to the front desk was crazy. As a Marriott Lifetime Platinum member, we are used to great service at the front desk, well that was not what we received, but we did get some free cookies. Then off to the elevator. They call them express, but the only express is to your frustration level, when you wait for 15+ minutes to get an elevator. I have never been on an "express" elevator that stops on every floor. The view from our room was amazing, and it was a great place to watch the fireworks. The room was clean and the bed was comfortable. We used the Club for the breakfast for Platinum members, and were shocked when we found out it didn't serve breakfast until 8am. Fortunately the lady setting up, let us grab a few things early, so we could get off to our tour. When we checked out, it took 30+ minutes to get an elevator we could get on with our bags. We finally went up, so we could go down. While the views and comfort of the room would make this review a 5, everything else from parking, elevators and front desk service bring this hotel down to only a 3.