TripAdvisor Traveler Rating

My partner and I spent last weekend at the Sheraton Fallsview in Niagara Falls and we were extremely impressed with the level of service of several of the staff. I don't often take time to write reviews for chain hotels, but the Sheraton Club attendant named Vesna truly made our experience. She was so professional and hospitable while we took a few calls from the lounge during the day. Talking with her was the absolute highlight of our trip and my entire perception of the property is based on how kind and thoughtful she was to make my birthday stay memorable. We will be back because of her!

The hotel was ok but the elevators are an absolute nightmare. If you’re not willing to take the stairs, be prepared to wait forever for a ride. The staff at the front desk are also terrible at giving directions as to where the stairs actually are. They are outside the building, you go through an unmarked door using your key card. This information is crucial and the front desk fails to mention how to actually get to the stairs. When we were leaving Sunday the stair well was so full of people it was like a fire alarm went off. People had been waiting over 90 minutes for elevators at this point. If you have mobility/accessibility issues, do NOT book here.

Customer service was very bad. We booked a room with American falls view and paid extra for it. They gave us a room on the second floor with a tree blocking our entire view to the falls. We complained and the manager, Wachi Withoorat, was very rude and aggressive. I’m mentioning her name here because I did tell her I’ll complain and she pulled her business card out aggressively in front of all other customers, and said go ahead do that!!! She came out of her office with a frowned face and all ready to fight! We kindly raised the issue and I even asked her to come up to our room and see it for herself and she rudely refused to do that. They did give us the room the next day but what about the extra money we paid for the first night?! Even the gentleman at front desk told us the next day that he knows about that room. Our complain at this time is not the room but the rude aggressive unpleasant management. I hope someone at the higher management will look into this as I tried to find a way to email Sheraton directly about this but couldn’t find a contact info for that.

The staff were very friendly and accomodating, which is why I am giving this a 3-star. The elevators were a disaster! Most times, it took at least 7-8 attempts to get an elevator, they were full. When you park and arrive, trying to find the Lobby is very confusing. There is no stair access that remains inside from the floors to the UL level, which is not cool in the winter. Their breakfast buffet was great, pricy, but that was expected. Location is awesome. Rooms were clean, and the shower was the bomb. The room was very warm with no way to control the heat other than turn it off, which seemed to do the trick.

This hotel is disgusting. We just left today, checked in on Jan14. We woke up Sunday morning to ants in our beds, all over the floors by the door and in the bathroom and crawling on the bathroom towels. We had no food or drink in our room. We called front desk right away to request a new room and it took them til after 4pm to make that happen. No one seemed alarmed or even concerned that they had guests in a room full of ants. My son needed to nap in the afternoon and the front desk told me to nap him in our room, with beds full of ants and they’d call us when our new room was ready. Obviously I refused but no one cared. With checkout at 11am, there is no reason we didn’t have a room by noon!!! Infact, cleaning staff told us they had finished cleaning 3 rooms on our floor even before 11am! The elevators are crap. We waited for 11 elevators to open and close as everytime they opened they were full… 30 mins waiting for an elevator just to get the hell out of here. We found 2 bags of cocaine in the elevators on our way up to our room Saturday night… Do yourself a favour and save your money. This place is terrible. Kids had a good time at Fallsview but the hotel experience was something else. For the price of this place, I would expect decent customer service and cleanliness.