Sheraton on the Falls Hotel

5875 Falls Avenue | Niagara Falls, ON L2G 3K7  [SEE MAP]Niagara Falls, ON  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 1

Most disappointing Hotel stay Ever

Jul 10th, 2020

Listen, I'm so disappointed about my stay at this hotel, I am taking the time to write this review before I actually check out! I really don't know where to start.. I had to call 5x on the first day, before I could get a staff at front desk to answer the phone. Bugs everywhere including spiders on the bed. Changed rooms 3x. Intermittent tv reception. The outdoor pool was filthy and overcrowded. Since absolutely nothing else was going on at the hotel, (no gym, no spa, no restaurants) they should have had dedicated staff stationed at the pool to manage crowd control and clean lounge chairs between guests (as we are still very much in the middle of a pandemic)! If there happens to be any transmission of Covid-19 at this property, it would have definitely happend at the pool. No one managing social distancing.. No cleaning of items... No one wearing masks. Housekeeping- is a joke. I was told that I had to put out my own garbage and dirty towels outside my room and they would leave those replacement items at the door for me?! Since I'm still in the middle of trying to salvage what's left of my weekend getaway, I'll just say that I wish someone warned me to stay in the comfort and peace of my own home instead of coming here. Complete disaster stay. One positive thing I will say: I paid for a Falls view room and it was truly spectacular. Other than the view, Worst I've ever experienced. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Terrible terrible terrible

Jul 6th, 2020

thank god we only stayed one night. Worst experience ever... switch’s rooms 3x due to ; dampness and moldy smelling and AC not working. Very inconvenient. Half the hotel was under construction which we were not informed about, hidden fees that showed up on our bill at the end of it all in which I specifically asked about prior to booking - I was told the total and that there were no extra costs. Outdoor pool was a huge disappointment, dirty and unkept... as was the entire hotel. Everything was overpriced and not acceptable. I feel I was lied too and purposely misinformed and for that I would never stay here again and do not recommend this hotel to anyone. I look forward to speaking to the manager and my experience. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Vacation

Jul 5th, 2020

The staff is friendly, the lobby is nice but the room was not 4stars they look old and unclean needs renovation. Bathroom looks like hasn't change since the 90s. Nobody made up my room The ac didn't work properly same with the fridge. The bathtub is so old that is bent there is water that remains in the middle all the time TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Overnight getaway

Jul 4th, 2020

Stayed at this hotel many years ago thought we would try it again Only two people working at check in counter line up was long as was the wait to get checked in same issue as my last stay In the middle of registration the guy heads to the back room leaving us standing there for 5 minutes people were getting upset behind us Parking was a rip off $35cdn charged by Sheraton to park in casino parking lot that was free to use by public exit gates were all open Room view is what you pay for never disappoints room was very good overall Thank you for your Cut & Paste reply to my review Zach from Sheraton online seems you go the extra mile to address your guests concerns TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Once was our favorite hotel - Major let down Sheraton.. You failed this time!

Jul 2nd, 2020

Upon arrival, we parked in front of the hotel, as always, and while my lady went inside to check in, I waited with the truck. Just keep in mind, it's 30+ deg c. outside and the sun is shining bright. After a while a meter maid/man came by threatening us parked in front of the hotel (about 6-7 vehicles) with tickets. I guess enough of the other drivers told him off, because he walked away looking upset. (He's like 90 years old, that's got to be stressful for an old timer) After about 45 minutes I called my partner to find out what's going on. She tells me how there is only 2 receptionists and one speaks very poor English and is struggling to get people checked in. Here's where the problem really starts. This lady kept allowing people to butt the line and didn't say anything about it. People that had already checked in came back down with complaints like wanting new rooms etc. and this receptionist allowed them to skip the line. Of course, nobody want's to speak up, they just stand there. So eventually I decided to go in and see what's going on. After speaking up and pointing out the problem (yes I was a little loud) other guests around us agreed and expressed how frustrated they were as well. We asked to speak with a manager and the other receptionist claimed that was her. Dawn Thomas, that's you! So a day before Canada day your telling me you have 2 people doing check-ins, and the active manager is one of them? Unacceptable. This is the nicest hotel in the area! We mentioned they should have security come help with the line. We saw security pass through the lobby, hear there was a problem and he walked away. Poor customer service. Just over 1 hour into check in, we got our room cards. It took about an hour to drive to Niagara from Toronto area.. how does it take the same amount of time to get from the front door of the hotel, to the front desk!? MOVING ON. You get to the elevator and there are signs saying "2 people or 1 family per elevator". I get it, this is trudeau's stupidity, not the hotel. But please explain how it's ok to FILL the lobby with guests, PACK the area around the elevator, walk shoulder to shoulder with sweaty strangers and the pool was FULL. Does this make sense? I have many pictures with nobody in the hotel 6' apart. Moronic! No room service. Called to ask about breakfast, but no. They said it's because of the virus and not being able to go to the rooms with food. But yet the cleaning ladies are making their round with no masks, cleaning rooms right after guests leave. I can order food online and have it brought up. Can get towels brought to the room no problem. Makes a lot of sense huh? Falls view rooms are always nice. But this one had a horribly small shower. I'm an average guy, so no problem. But many people I know would have had a hard time getting in that shower and having any room to move. Shower head was 5 star though! Another minor complaint with this room is the TV. Not a big deal, but when there is a couch in the room, it's nice when you can sit on it and watch a movie. Not a fan of the tv being in front of the bed. Some rooms have different set ups so it's hit or miss. The balcony door doesn't seal, so we had bugs getting in, not a big deal for us. Gotta love the door being able to open, so I won't complain about that too much. We just left the bathroom light on and the bugs went in there and didn't bother us while sleeping. Sorry cleaning lady, theirs dead bugs in the tub! Years of coming to Niagara and fighting the "TIFF" fees on every bill we get, we expected it this time since we got a falls view room on Canada day. No fireworks though! Just yahoo's letting them off in the courtyard till 3 something in the morning. Not cool! Also all the rice rocket cars putting around was annoying. Better sound proofing should be standard in a hotel of this quality. The screams of drunk girls is also very loud. Honestly, after this last trip to the Sheraton, I'm disappointed and will not be back for some time. We go to Niagara 5-10 times a year and have stayed at a good 60% of the hotels in the area. (not ghetto inns) We'll continue trying new places and maybe we'll try the Sheraton again one day. Sometimes when we go to Niagara, it's a group of us with several rooms. My lady and I choose the hotel. You just lost out on our business as well as everyone we bring along. Way to go! TRIPADVISOR.COM USER 

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