Rated 1 out of 5 by nor239 This hotel was the worst hotel I every stayed at!!!!
I was very disappointed with the room and club level. The rooms were old and shabby. There was a horrible smell in the hallways and room. Every time we went into the club room there was never any food or coffee. This was the worst hotel I have ever stayed at and I travel a lot. I wanted to leave from the minute I got there.
July 9, 2014
Rated 1 out of 5 by Zahtar What's the Point of being SPG Platinum?
Hotels are a business (was told that the GM); that I get however the nature of the business is hospitality. The reason for a rewards program is to perpetuate loyalty. When a hotel's management does not recognize this everything else (including the location) for me is secondary. This hotel, I found is penny wise& pound foolish. As SPG Platinum, unless they change their ways, I would never recommend it.
July 7, 2014
Rated 4 out of 5 by Moses2 Great location, some amenities need updating
This hotel is in a great location! Central to everything you really want to see in the area. The rooms were very big and clean. The bathrooms were great. Great showers!! Clean! However, did not have any refrigerators/microwaves in the room, which come in handy. Also had to pay to park. No breakfast was included and the only offerings of Starbucks and Fridays was limiting. However, the staff were very attentive.
July 16, 2014
Rated 4 out of 5 by niagara11 Excellent Staff
The staff from check-in, to club lounge for breakfast and happy hour, to maintenance, to food mgr. at TGIF's took great care of us. She tried to get our rooms close together as requested. Unfortunately, our ceiling leaked, but the maintenance moved us quickly at 10pm. Never had to go to front desk. Our cold/unappetizing dinner at TGIF took over an hour to be served. We never complained, but received a voucher for another visit from mgr.
July 15, 2014
Rated 5 out of 5 by dolli Hotel close to the Falls
Comfortable and CLean we stayed only one night but it was a good night close like walking distance to Maid of the Mist and TGI's had good food, family of four our children were tweens and they were happy.
July 5, 2014
Rated 5 out of 5 by PatrickDNY Relaxing Night
Stayed overnight during our daughter's orientation at Niagara University and had a very relaxing night.
July 17, 2014
Rated 3 out of 5 by Kellysurfs2 Housekeeping
Both beds sheets were not changed, dirty towels left hanging in the bathroom. A/C broke in the middle of the night leaving the room very hot...
July 16, 2014
Rated 3 out of 5 by bigredwife Great location, but lacking in service.
Our family recently stayed at the Sheraton at the Falls in Niagara Falls, NY. The hotel was beautiful and very convenient as far as location to local attractions and for us to be near our son once he checked in as Marine recruit. The office for this is located on the 3rd floor of the hotel. We were very disappointed in the service of this hotel, especially considering how pricey it was to stay here. We had to wait over 45 minutes past the hotels posted check in time for our room. It was well after 4:00 before we got in. Also, the first evening there were no towels at the pool and our request was never taken care of. The following day when we returned to our room midday, there was a pile of dirty towels (not all ours, I might mention) in the middle of our floor. Since we were the room nearest the elevator and housekeeping room from our end, I think we were the dumping grounds until pick-up. We were in our room for several hours before anyone showed up to pick these up. If the service would have been more efficient, this would have been a perfect trip and I would not have even minded paying the price. It really was a great location and we did not have to drive our vehicle the entire time we were there.
July 15, 2014
Rated 2 out of 5 by Gingerbreadman Unexplained Charges
Overall this hotel was alright. Close to the Falls and right across the street from Seneca Casino. There are a few areas where this hotel (and adjoining restaurants) can improve on:
1) The secondary drain on the sink was full of mold, and when I mean full I mean it looked like a black tar; pretty gross. While there's usually evidence of some mold on secondary drains of sinks at most hotels I've been to (even more upscale hotels), this was by far the worst. I recommend using bleach and Q-tips to clean it out.
2) My partner and I tried TGIF, Starbucks, and Sweet Treats restaurants/treat shop attached to the hotel. TGIF was normal (and in a great location) but the service at the Starbucks left a lot to be desired. The barista behind the counter was more interested in talking with her friends than serving customers; they also never seemed to have chai tea bags over the course of three days which I thought was pretty weird taking that the whole point of running a coffee shop is to provide customers with their desired beverages (and it's not like tea bags are a product that have a short shelf life -stock up!). The Sweet Treats candy/ice cream shop looks like a new business and has a long ways to go -they don't really have much selection and the person behind the counter would handle the treats with their bare hands and then handle cash interchangeably, while placing our treats directly on the countertop that also had cash on it-recipe for sickness.
3) I received a charge for $5 on my hotel invoice which nobody can explain. I tried asking SPG customer service and the rep told me they'd send me an email detailing these charges and the email never came. I also tried phoning the hotel directly and was forward to the billing department's voicemail and nobody returned my call. While it was only a $5 charge, I do feel like somebody at the Sheraton at the Falls scammed me (and I wouldn't be surprised if this happens to other customers often taking that nobody contacted me back). I reduced my rating on this hotel by one full star due to this.
With that said, the customer service while I was at the hotel was great and the rooms were clean aside from the secondary sink drain. I personally wouldn't stay here again due to the unexplained charges but with some luck maybe you won't receive issues.
July 12, 2014
Rated 3 out of 5 by KevDeb13 This hotel is in a good location
Close to the falls and the border crossing, and directly across the street from the Seneca Casino. Room was comfortable and clean. Cost was comparable to other hotels in the area. Will stay there again.
July 8, 2014
Rated 3 out of 5 by travelc1 No Inform ........
I was not informed through front desk staff on arrival, that there was a complementary lounge for SPG Gold members. In future it should be advised that all SPG guest being informed about this.
July 8, 2014
Rated 4 out of 5 by Dany123 This hotel has gtrat location
We could not sleep after 6am because of the brigt sun peeping theough the window . There were no curtain (except sheers) on the windows
Hallway was very noisy. Pillow covers were not even irioned..
July 7, 2014
Rated 3 out of 5 by philly1957 Great Location/Staff
This hotel is within walking distance to the Falls. We enjoyed our stay.
July 6, 2014
Rated 5 out of 5 by Bubba80 Great vacation spot
Very clean and nice personnel,
July 2, 2014
Rated 4 out of 5 by BigFamily8 Overall, very good
All was very good. One small inconvenience. When we were checking in or out, it would have been nice for the front desk to tell us that parking is validated for hotel guests. Not once upon check in or out was this feature mentioned.Did not find out until we were pulling out of the parking lot.
July 5, 2014
Rated 4 out of 5 by FallsVacationStop Vacation Stop
We stopped at this hotel while traveling home from the east cost to WIsconsin. The hotel is older with the decor slightly outdated but the friendliness of the staff and cleanliness of the room made for a very positive experiance. The hotel is directly across the street from a casino and walking distance to the falls. When we arrived home, we realized we left an extremely important item in the room safe. The staff and Allison in particular went outof their way to recover our left item and ship it back to us. I would definitely recomment this hotel and will stay here again in the future.
June 25, 2014
Rated 5 out of 5 by Bob5119 Great Location Near Falls
We did not have any problems. The only issue was the loud band on Friday night outside on the street. They did quit by 10:00 p.m. Within walking to the Falls so did not have to get out and drive.
July 1, 2014
Rated 5 out of 5 by MelBMarv Awesome time
Everything was great. Great location close to everything. Louis at front desk was awesome. Matt Fridays manager was amazing!! Can't wait to come back with the family this time. I went as a couple very relaxing time. Loved it! Best vacation I've had in a while.
June 30, 2014
Rated 3 out of 5 by Bob18 No falls view
Not near the falls, 5-10 min walk. NO view, but a standard business Sheraton with resort prices. Booked a suite and then was told they didnt have one available, and on other occasions was told by SPG that suites were available for upgrade but was not upgraded. Breakfast is sub par, although free to Platinum (only drank the coffee). Close to American Casino, and park. Parking has minimal charge in public lot connected to hotel.
April 12, 2012
Rated 2 out of 5 by JulibeeUK A disappointment
We expected more from an SPG hotel. This Sheraton was tired and the ambience impersonal, even though reception and bellboy services were responsive, 'can-do' and good. Service in the pool area was not good enough. Breakfast at TGI Friday didn't feel good and the quality of food was below average. Bathroom was tiny and uncomfortable for a double queen room.
June 29, 2014
Rated 4 out of 5 by bucksnortbullies PROBLEMS
Feel that they need a floor for just PETS as one across the hallway woke me at 6:00 AM and was still barking at 8:00 PM . They also need to have a floor for FAMILIES as on our 2nd day there almost 3/4 of our floor rooms were filled with LOUD RUDE CHILDREN PLAYING STICK HOCKEY IN THE HALLWAY. Management did come up and did try to locate the dog's owner with no luck. Not sure if he spoke to the parents concerning the children behavior as we left for the evening and did not return until very late and checked out the next morning.
June 24, 2014
Rated 5 out of 5 by falls222 Ms.
Very nice staff and nice rooms
June 30, 2014
Rated 1 out of 5 by cober6711 Poor excuse for a Sheraton
I stayed here because I wanted to try this hotel, seeing as it just converted to a Sheraton.
Although this hotel clearly has potential, I was not impressed.
First of all, there was zero (and I mean ZERO) SPG Gold elite recognition from what I could see.
The 5th floor (SPG floor) appeared to mostly be occupied by tour groups. These groups clearly belong on other floors.
No free bottled water in the room, unlike virtually every other SPG property I visit. No fitted sheets as advertised, meaning you could easily wake up on top of a bare mattress.
But what really took the cake was the fact that while I was out (with an authorized 4pm checkout and the Do Not Disturb sign up) SOMEONE decided to barge into the room, cleaned the room and removed most of my belongings. Not acceptable by any means whatsoever. I only found this out after finding myself locked out of the room.
If you are looking for a 'good' Niagara Falls experience with proper SPG Elite recognition, go to the Sheraton On the Falls across the border.
October 24, 2011
Rated 1 out of 5 by UnhappyattheFalls Nice Hotel But Service Lacking
I have stayed at Sheraton hotels throughout the country. This was my worst experience. The hotel is nice a bit old but with good updates/improvements.
The problem is strictly on the management/staff side. We were traveling from Washington, D.C. for my mother-in-law's funeral. We arrived Friday night after a seven-hour drive to find that my reservation was not to my recollection. This was in part my error in not double checking the final reservation (I spent an hour on two occasions making the reservation thru Starwood).
As two employees were attempting to figure out my complex reservation (a three-night stay in a king suite), the supervisor/manager abruptly comes out and states "just give him the king room because that is on the reservation." He was speaking about me without addressing me directly (personal pet peeve). I let him know my expectation to book a king suite even if I needed to pay more. I ended up with two reservations and had to change rooms after the first night.
Every time I spoke with the front desk, the story was different. On one occasion, I tried to call the front desk but no one answered. I went down to the desk and there were five employee unoccupied and chatting.
My brother-in-law left a phone in the room after checking out. A bellman took me to the room to look for it. During the journey, he explained how people leave great stuff in the rooms, but they had to hold it for thirty-days before taking it. He was too casual with a guest (knocking over items on the cleaning staff carts to get there attention).
I know this is a long review, but there were several other issues with the lack of professionalism at all levels during my stay. This lack of professionalism probably has not affected the reservations at the property because of the wonderful location of the property. But for the location, I believe Sheraton would have serious problems with this property.
I do believe the problems lies with this specific property and have already booked a stay at your San Diego property later this summer.
July 1, 2014
Rated 1 out of 5 by HungryOne So Sad
When I ordered breakfast to be delivered to the room , I guess that I forgot to ask for it to be hot. The entire meal arrived 30 minutes late and was inedible. The reply from the front desk was " that's too bad". Will stay away from this place in the future.
November 4, 2012
Rated 1 out of 5 by Anne Faulty Equipment - No Service
Checked in at 4:00 ish and went to an event until 7:00 pm, returned ate supper and retired to our room to watch a movie and settle early as we had a very early morning (7:00 am) engagement. The TV was not working, picked up the phone to call the desk - it was not working. Dressed to go to the lobby to report it. Someone arrived, got the TV working and said the problem was with the jack not the phone - same problem to me...
In the middle of the night discovered the toilet was not working and as there was no phone working could not report the problem - dressed to use lobby facilities (did not report problem until morning as I did not want to disturb my daughter who was competing at 7:00 am).
Reported toilet problem at 7:00 said we would be back around 9:00 - still not repaired - lobby facilities again. Decided to check out and have breakfast elsewhere.
Upon check out was not able to find anyone with any authority to whom I could address the problems. And of course was required to pay for this inconvenience... Very frustrating visit!
May 14, 2013
Rated 1 out of 5 by purdy4 needs to upgrade
when you go there with your spouse for alone time and there's kids running all over the hall way and had to be report several times its not relaxing at all. was told what do you expect its a hockey league .. that lady was so rude .
November 5, 2012
Rated 1 out of 5 by Basheer Theft beware !
Beware ! Their housekeeping staffs are thieves and the management is full of crooks.
Here is an incident that happened to us.
We stayed in the Hotel on 19th and 20th of August. On the morning of 21st, at 9 am , we moved most of our stuff to our car and then went to visit the falls. We left a few items in the room and planned to come back before the check out time , 12 pm and then move the remaining items. When I came back to the hotel room at 11:45 am, all my remaining items were moved and them room was cleaned and made up for the next person! We never informed them that we were going to check out, so it was still under our name and they had no right to move our belongings. Also we declined room service , so they should never have entered our room.
I waited in the queue for half an hour (they are highly understaffed in peak seasons, so expect long wait times in queue to check in/out), and informed the staff about the issue. The lady at the counter took the issue as a funny incident (and never thought of apologizing the mistake on their side). She told me the housekeeping staff thought we have already checked out (how can they 'think' so) and moved our items to lost and found. She said she is getting the items from lost and found and then asked me to wait. I waited another half an hour and my items were still not there. I then said I will come back in the evening and collect them.
In the evening I was told that they don't have my items and was asked to talk to the manager. Another long wait for the manager , Serena , to arrive and she told me she is going to check the security logs and see if someone else entered our room. I told her it is very clear that it is their on staff who entered because no one else could have cleaned up my room and refreshed the items in the room (new bottles of water, new soaps and shampoos , etc), but she still checked and told me that there is no log of anyone else entering my room. (Clearly , a big lie to protect their staff). I had drunk from one of the bottles of water at 11:45 am, because my own water bottle which was there in the room was taken away and I was thirsty at that time. I showed Serena their water bottle that was half drunk which was a clear evidence that the housekeeping entered my room while it was still under my name (otherwise , I would never have been able to enter the room again and drink from it)
Serena wanted me to file the claim with insurance. My insurance would not pay me because the cost of the items lost was less than the deductible. I wanted the hotel to compensate for the cost of my items lost (it was not just about them items that I lost, I lost 3 hours of my costly vacation and my peace of mind, but I just wanted them to compensate for the material loss). Serena said she would not do that and said go ahead when I said I am going to post a negative review about their hotel. So here I am.
I never had this kind of experience any time before. I have stayed in both high starred and low starred hotels, but never. These guys are real crooks. Please stay away from them. I know a negative review from my side can not do much to their business, but anyway I really wish their business bites the dust.
Stay away from this hotel! Personally I am am scared of the name Sheraton now. No more business from my side for any kind of business from Sheratorn
September 28, 2013
Rated 4 out of 5 by Bre92 Great package, few issues
The package I purchased off of Groupon was great, included a lot and was a good price. TGI Fridays food was amazing which was a big plus. When we need things brought to the room, however it took two and a half hours to receive. Also, I'm not happy about the $50 per night pending charge "in case of any damages" since this can cause overdraft fees for a transaction that didn't even need to happen and now is taking a week to come back into my bank account.
June 24, 2014
Rated 4 out of 5 by macXXXX Needs Amenities
I had to crawl under the desk to plug in my computer. An outlet or power strip on top of the desk would be nice. The elevators are BARELY large enough to accommodate the luggage cart. I was stuck in the elevator with the cart and could not reach the buttons. There's not much in the way of breakfast options.
June 25, 2014