TripAdvisor Traveler Rating

I stayed for two nights, and the hotel is impressively clean, with a warm, welcoming atmosphere. The location is also a strong point—very convenient for nearby attractions and getting around easily. That said, for a property of this calibre, the “convenience” side of the service could be noticeably improved. We arrived in the middle of a snowstorm, and the valet experience was disappointing. It was bitterly cold, we had several suitcases to unload, and no one brought a luggage cart to the car—we had to go into the lobby to get one ourselves. We also weren’t offered any assistance bringing our bags up to the room. The same lack of support happened again at checkout. To be clear, the staff were generally very courteous and professional—especially Isata at reception during checkout, who was excellent. Still, the overall arrival and departure flow didn’t deliver the comfort and ease you’d expect at this level. We felt we had to manage and double-check everything ourselves to make sure nothing was left behind, and the service that should provide that peace of mind simply didn’t. It’s not a complicated fix, but it’s an important one—and it would make a big difference to the guest experience.

Terrible service, extra charges despite prepaid breakfast, poor food and cleanliness. Only the Niagara view was worth it

It was a special occasion and booked a fallsview room for NewYears eve. Room booking was: Fallsview, Juliet Balcony, Guest room, 1 King, Falls view, High floor. Arrived at room 2270 around 6pm and immediately realized you could not see the Canadian falls because the roof feature outside our window blocked the view. See pic. In my opinion this was not a ‘fallsview’ room and for +$1K a night not what was expected. Called reception, they apologized but said they could not do anything further and a manager would call later that evening to discuss further. I received no follow-up. Called reception again the next morning, they apologized and said a manager would speak with us at check out. At checkout no manager was available, was told they were in a meeting and would email me later that day to follow up. As anticipated they did not follow-up. I feel the room we paid for was misrepresented and the customer service response to my concerns were not adequately responded to or dealt with appropriately.

We stayed at the Sheraton Fallsview Hotel during our time in Niagara Falls. Check-in was quick and painless, as we arrived after the usual check-in window, and initially we thought we were in for a smooth stay. Unfortunately, that optimism didn’t last long once we encountered the elevators. The hotel has limited elevators servicing what I’m guessing was our section of the building, and waits regularly exceeded 10–15 minutes, often with elevators arriving already full. After a day or two, we gave up and started using the fire stairs to walk down, which wasn’t ideal with luggage. The room itself was clean and well presented. The bathroom was a standout - extremely large, with plenty of bench space and a walk-in shower big enough for multiple people. We booked a two-queen room, however the beds were noticeably smaller than queens and felt closer to doubles, which made sharing difficult for adults. There was also only one bedside table between the two beds, leaving one side without a place for glasses, devices, or a lamp, which was frustrating. There were two chairs and a small table by the window. Even though we didn’t have a front-facing Falls room, we could still see both Falls, which was a pleasant surprise and the fireworks. While the room was fine overall, there were significant downsides that impacted our comfort. The walls are very thin. We could hear the room next door arguing at all hours, people running in the hallways, guests moving around on the floor above us, and pipes running whenever toilets flushed. The air-conditioning was one of the worst aspects of the stay. When it kicked in, it sounded like a freight train, and the on-off cycling repeatedly woke us. It became unbearable, so we ended up leaving the room cold just to avoid the noise. Even worse, the same noise could be heard echoing through the hallway outside the room, suggesting it wasn’t an isolated issue. The lobby area was constantly busy during peak times, with a lot of loitering around the Starbucks, convenience store, and gift shop. This made coming and going feel chaotic, especially considering the price point of the hotel. Housekeeping, however, were consistently pleasant and friendly, always happy to say hello and chat, which was refreshing. Check-out was particularly stressful, with large crowds, minimal space, and the same elevator issues. Getting from the fourth floor to the lobby was so difficult that we ended up carrying three suitcases and two backpacks down four flights of stairs. There’s no denying the location is excellent. The hotel is extremely close to Clifton Hill, the Falls, and everything most visitors want to see. However, if you’re looking for a quiet or restful stay, I would avoid staying here. The noise levels, elevator congestion, and general chaos were hard to escape. That said, for families with children who want to be right in the middle of the action and don’t mind noise or crowds, this hotel may still work well. With some maintenance and better crowd management, it could be much improved.

Loud,noisey, crowded hundreds of small children screaming and running down the hall. Thin walls. Not pleasant the room was average