Rated 1 out of 5 by Todd10034 Platinum member turned away because the staff was afraid of my dog
I arrived at the hotel at 11 pm at night, having made an online reservation because there was no response by phone, after several attempts. (The concierge at the Sheraton in Ontario had the same experience as I did.)
When we arrived, they were very disorganized. Eventually my wife checked us in, but as we were loading our things into the hotel, the receptionist told us that our American Staffordshire Terrier exceeded the apparently randomly-applied 40 pound weight restriction. When we pointed out that another dog in the lobby also clearly exceeded the limit, the supervisor Latrice King told us, "Well, they say that they're a vicious breed." When I asked exactly WHO says that they're a vicious breed, she couldn't say.
Bear in mind, our registered Delta therapy dog (who sits with 1st and 2nd graders as part of a local reading program) was all smiles and tail wags. But nope - he was a vicious killer, according to the canine expert behind the desk.
At any rate, we were turned away at the front desk, at 11pm at night, as Platinum members, after driving all day long & not having been able to make a reservation by phone because they never answered.
We went to the Sheraton Four Points in Niagara Falls, where we had a terrific stay. Less SPG points, less hustle and hassle, less downtown Niagara Falls depressing urban decay, far nicer staff, and a quieter, more pleasant hotel all the way around. Four Points is CLEARLY the better option for an SPG property in Niagara Falls.
Oh - and the Four Points had no issue with our dog whatsoever. Had treats for him behind the desk. He was a hit with the staff and clientele. We even sat with him in the lobby as the staff gave him treats and he greeted the passers-by.
August 14, 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 3 out of 5 by SPG1 Much improved but still needs some work
I stayed here just after it became a Sheraton a few years ago and it was pretty bad - stained carpets, worn furnishings, no platinum recognition and a seemingly unhappy staff. As well, servicfe in the restaurant was abysmal. This time tthe rooms and hallways definitely had been spruced up and the staff was very friendly. There was limited platinum recognition (no upgrade though the front desk staff did apologize for this) and no breakfast in the platinum lounge but the platinum evening reception had free wine and beer along with snacks so no complaints here. Overall a big improvement from a few years ago but some tweaking still needs to be done.
October 5, 2012
Rated 5 out of 5 by Skip14 We Love Sheraton AT The Falls Hotel
We once again stayed at this wonderful hotel. The service was second to none and as always we thoroughly enjoyed our experience there. If you have not stayed at this hotel since it was renovated, you are missing out on something special. The lobby is spectacular and the rooms are spacious and well decorated.
We want to say a special thank you to Tina our housekeeper. She was very friendly and went out of her way to make sure everything in our room was beyond our expectations.
Our check in and check out process was great. The staff was friendly, courteous and very efficient. As a gold elite member, they knew everything about us as soon as we gave them our last name at check in. It always feels good to be recognized. We would like to say a special thank you to Rania Roach. Every time we stay at this hotel she remembers us and goes out of her way to do everything she can to make our stay a wonderful experience. We are already looking forward to our next stay.
July 12, 2014
Rated 5 out of 5 by Moomus12 An Outstanding Stay In Honor Of The Niagara University College of Hospitality and Tourism Management
The Sheraton At The Falls Hotel has served my hospitality needs very well on thirteen different stays since March, 2011.
This particular stay is in honor of their many wonderful staff members that graduated or go to nearby Niagara University, a world-class Hospitality program. Attended a retirement dinner this evening for Dean Gary Praetzel of the Niagara University College of Hospitality and Tourism Management at the Conference and Event Center in Niagara Falls, NY across the street from the Sheraton.
Directors and Managers in Sales such as Monica and Christy and Training such as Jen make staying at the Sheraton a very special experience. Monica, Christy, and Jen graduated from Niagara University, where I graduated from, and they have helped make my stays very special for several years now.
On this stay, I am in King Executive Suite Room 538. Over the past year and a half, this suite has been fully renovated with new drapes, wall coverings, lamps, bathroom and entrance mirrors, new sofa, side chair, art package, carpeting, and other enhancements.
This suite has two television sets, refrigerator, microwave, walk-in closet, table with four chairs, vanity area, sofa, side chair, plenty of lighting, and a living and sleeping area.
TGI Friday's features a plentiful breakfast buffet with pancakes, scrambled eggs, bacon, sausage, oatmeal, plenty of fresh fruit, biscuits, deli meats, breads, and much more. Alanna, Michelle, and Sam are very caring servers who go out of their way to make the dining experiences there relaxing, caring, and memorable.
Jess in the SPG Lounge on the 6th floor is a wonderful host who has always taken a great interest in not only serving the guests, but showing a sincere interest in them as well. It offers wine, beer, and appetizers nightly and a continental breakfast in the morning.
Geoffrey, the Director of Sales, coordinates my stays here and makes sure that my room is in excellent shape by inspecting it personally before I arrive. He provides a welcoming amenity and dines with me during my stays here.
Cannot beat the location in terms of the Seneca Niagara Casino across the street, a short walk to Niagara Falls State Park, right near a major local bus stop, and Old Falls Street where concert and other events are held (especially during the summer).
The Sheraton At The Falls has a very caring staff, newly renovated rooms, a very nice business center, indoor pool, fitness center, and meeting and banquet space. Also has a Starbucks and Hershey's Sweet Treats shop as well.
Their staff truly cares about my needs here and always exceeds my expectations. The Sheraton sponsors concerts at nearby Artpark and on Old Falls Street, is the official hotel of Niagara University Athletics and Niagara University Alumni Weekend, along with being the official hotel of Artpark.
Come see how caring hospitality can be in Niagara Falls, NY by staying at Sheraton At The Falls, a truly special hotel to me!
August 12, 2014
Rated 5 out of 5 by DH14 Anniversary
This Hotel met all of our expectations for our 20th wedding anniversary, it was centrally located to all of the major attractions and the staff was very friendly and knowledgeable.
July 12, 2014
Rated 5 out of 5 by dfts It felt good as soon as I walked in.
Location location location--close to the Fall and an easy walk to the Canada side.
October 17, 2014
Rated 1 out of 5 by Manju Not for all groups
Upon arrival we were told not all rooms were ready. While waiting 3 other groups arrived and recived keys while the group leader I drove for was told rooms still not ready. Management did not even try to resolve nor compesate the group that I had that reserved rooms just as the other groups have. I dont recommend any tour groups use this hotel. As a tour operator I was very dissapointed in the service.
June 5, 2012
Rated 5 out of 5 by peterpjr Great Experience
One of the nicest and most attentive staff I have ever experienced at a hotel. I travel for a living and spend 3 days a week in a hotel and rarely experience a staff as caring as that Sheraron Niagara Falls.
October 15, 2014
Rated 2 out of 5 by Spiritark Old and poor service
Came here for a couple nights but was not very impressed. While I did get a suite upgrade, I've got to say that the service was unsatisfactory. Asked for a dental kit at midnight or so and the front desk said "there is no one to deliver it right now, you'll have to come down and take it yourself". Didn't really expect that from a Sheraton. There was a tonne of confusion just between the staff to bring up just two wine glasses and a wine opener as well.
Rooms wise, while I did like the layout and spaciousness of the suite, the furniture was evidently old, toilet sliding doors were creaky and the tap looked like it was peeling off. Definitely room for improvement.
August 14, 2012
Rated 5 out of 5 by Skip14 One of our favorite Sheraton Hotels
Once again my wife and I stayed at Sheraton at the Falls. As usual, our experience was second to none. The assistant front office manager Rania Roach went out of her way to meet all of our needs. We had a minor problem with our key not working but she quickly solved the problem and had maintenance at our door in less than a minute. She always goes out of her way to make us feel comfortable. She is a lady that goes well beyond our expectations and her pleasant personality is something my wife and I have grown to love. We always look forward to seeing her with every visit. If you want a hotel that goes out of their way to meet your every need, this hotel is the place to stay. I STRONGLY recommend this to family and business professionals. The rooms are clean and spacious and the hotel looks spectacular after the recent renovations.
August 26, 2014
Rated 4 out of 5 by Colts22 Older Hotel
Hotel was comfortable, but appeared old/worn. Excellent staff was very helpful and accommodating.
October 14, 2014
Rated 5 out of 5 by soccer80 A Positive Experience
I was very happy with my experience at this hotel. Check in and out were quick and easy. The staff was very friendly and willing to assist me with whatever I needed. The rooms were clean. I really liked that TGI Fridays and Starbucks were attached to the hotel. I would stay at this hotel agan :)
June 30, 2012
Rated 2 out of 5 by gtr02 hotel is old
- needs renovation
- hallways had a funky smell
we got upgraded to a suite from my plat preferred status, the beds were combined into a single bed to make it appear larger, i've never encountered this before, seemed to be a cheap way of making a larger bed!
- TGI restaurant
April 24, 2012
Rated 1 out of 5 by linda0321 staff not up to date on services available
Was a little disappointed in being misinformed by the staff on arrival. We arranged our day around being advised by what time to back at the hotel and when we got back the service was not available.
October 13, 2014
Rated 5 out of 5 by classof74 columbus weekend
hotel was clean, bright and current. front desk staff were friendly & helpful. room was clean and comfortable. great shower!staff at TGIFridays was friendly. only meal I ate was breakfast. very good.
October 13, 2014
Rated 3 out of 5 by JohnJJ Not good experience
I have applied and confirmed Your24, but when I arrived 30 mins after the agreed check-in time, the room is not ready.
The staff is not recognizing SPG platinum member.
The lounge was not open till I tried 3 times.
Room facility is very old, shower water is very small.
September 28, 2013
Rated 2 out of 5 by Bob18 Not up to par
Stayed here many times because it is convenient. Only upgraded one time to a room that had just opened and was not ready for a guest. (pushing 2 queen beds together and calling it a big king doesnt work). Lounge is as minimal as it could be. Breakfast is simply bad.
April 17, 2012
Rated 1 out of 5 by ppjw This hotel has terrible services
Pros: Convenient TGIF and starbucks.
Cons: Rude receptionists. We arrived earlier at ~1pm and the male receptionist without a name tag refused to let us check in and was talking to us without a smile with a rude tone. We came back at 3pm to check in and again there was no room for us. We waited for an hour to get a room. We requested a fridge and it took again 1.5 hr to be delivered and the man even did not plug in the fridge for us. The maid service was horrible also. They did not replenish our coffee/tea/sugar and even when we requested a breakfast menu, they did not give us. They also did not clear our rubbish bin.
I would go to an inn nearby next time I visit Niagara falls.
April 17, 2014
Rated 5 out of 5 by Moomus12 A Most Patriotic Stay For The Fourth Of July
This stay at the Sheraton At The Falls for July 4th was memorable, exciting, and very fulfilling. This hotel's TGI Friday's Restaurant sponsored a concert on July 4th on adjacent Old Falls Street that featured great music by the Lakeside Blues Band and Murphy's Law.
Megan checked me into the hotel on July 3rd with both efficiency and graciousness. King Executive Suite 638 faced Seneca Niagara Casino, which offered a great view of the fireworks on July 5th that were most memorable as well. Geoffrey coordinated my stay and made sure that everything in my suite was in order and provided me with a wonderful welcoming amenity.
The King Executive Suite itself featured a table with four chairs, a sofa with two end chairs and another table, brand new desk and bedside lamps, along with new table lamps by the sofa. Two television sets were In the suite, that also had a refrigerator, microwave, vanity area, full size desk, new mirrors (a full length one by the front door and a new lighted bathroom mirror), a walk in closet, new art package, wall coverings, new draperies, a big mirror by the desk as well, and a bathroom with large counter space.
Was very impressed with the service in both the SPG 6th Floor Club Lounge and at TGI Fridays. Jess remembered me in the SPG Lounge from a May birthday stay and was very accommodating to my needs. Servers like Alanna, Michelle, Laura, Barbie, and Anasthasia in TGI Friday's have served me there for years and know my needs very well.
A brand new Hershey's Sweet Treats shop opened in the hotel recently and offers milkshakes, fudge, candy, ice cream, and other treats. This is located in front of Starbucks.
Within the past year or so, the property has been extensively renovated in terms of the lobby, along with the guest rooms and hallways. The hotel features an indoor pool, Core Performance fitness center, Link by Microsoft business center, and is located across the street from the Seneca Niagara Casino and within a very comfortable walking distance of Niagara Falls State Park.
Was the perfect location for many July 4th weekend activities from a John Mellencamp concert at the Seneca Niagara Casino, along with fireworks there on July 5th, along with several musical concerts on adjacent Old Falls Street.
The entire staff at Sheraton At The Falls truly values my repeat business from the Housekeepers, to the Management Team. The Sheraton At The Falls has always gone the extra mile to anticipate my needs and exceed my expectations, especially in the Housekeeping, Guest Services, and Food and Beverage areas.
To summarize, the Sheraton At The Falls combines an ideal downtown location near the casino and State Park, offers a level of very personalized service and exceptional Food and Beverage and Housekeeping service, along with the Guest Services team.
Stan in Bell Services and Sal, the Concierge are very exceptional service oriented professionals as well.
Come see for yourself why Sheraton At The Falls is a hotel that has taken care of my needs exceptionally well for a number of years! Its service is its strongest point!
July 6, 2014
Rated 1 out of 5 by lhjason Worst Sheraton Hotel in this planet
Old hotel, unfriendly staff, no one explained Platinum benefits or choices in this hotel, and no room upgrade at all. Sheets were apparently used by previous guests. Only good point is its location.
July 16, 2012
Rated 5 out of 5 by DianaTesani01 The Hotel Staff are Amazing!
My wife and I were extremely pleased to have reserved our room at this hotel. We were on our honeymoon trip across the USA and visiting from Australia. Our Guest Services agent (Rania Roach) was exceptional. With her help and excellent attention to customer service, our stay at Sheraton at the falls could not have been better. We WILL certainly stay at this hotel in the future! The General Manager (Ron Draegmyer) also went out of his way to welcome us and help make our stay an enjoyable experience. The staff was also just as helpful and their dedication to providing excellent customer service was evident. Thanks guys for helping make our honeymoon trip an enjoyable experience. We both agree that this hotel exceeded our expectations an was certainly "the best" out of our many hotel visits during our honeymoon trip.
Diana and Chris
October 14, 2013
Rated 5 out of 5 by TerriR61 Thank you!
Everything was excellent except for my experience at TGIFriday's. As a single, middle-aged woman who usually travels alone (personally and professionally) I find that I am often either ignored or pitied by young, female servers. This time I was ignored while a table of three men received all the attention in the world from the same server - their drinks were never empty, their empty dishes were whisked away, the check was taken care of in moments. Plus the food was mediocre at best. But the hotel was beautiful and the service there was just lovely.
September 29, 2014
Rated 5 out of 5 by ione8 Friendly staff
stay there for 1st time, will be back soon :D
May 12, 2013
Rated 5 out of 5 by Bud13 Fine Wedding Site
A block of rooms was reserved for my nephew's wedding and the accommodations were excellent. Staff made every effort to allow early check-in and were very responsive to move the wedding ceremony indoors when weather did not co-operate for an outdoor event. Well done, Sheraton !
October 9, 2014
Rated 1 out of 5 by MiserableSheraton Horrible!
I just checked into this hotel 30 min ago (Sept 22) and have already had multiple problems:
1) Couldn't find my reservation, even though it shows up in my SPG account. The guy at the front desk was quite nice though and after some time did get me a room
2) The 'system' was down so they couldn't find my SPG Platinum status. Again - guy at the front desk was nice and gave me my benefits after I showed him my status on my iphone (he's the only redeeming thing at this hotel)
3) The room they gave me reeked of staleness like it hadn't been cleaned/aired out in who knows how long so I requested another room
4) Second room they gave me was on a different floor so I'm no longer close to the lounge or close to the other 5 people I'm travelling with
5) Second room also reeked, but nowhere near as bad as the first so I decided I should take it since it's almost 11pm and I'm exhausted
6) The girl who brought up my keys for the 2nd room "isn't sure" whether they were activated for the lounge or not.... will be a guessing game in the morning - let's keep our fingers crossed!
7) The internet didn't work!! Had to call down and after a few minutes it 'miraculously' started working.
I've been here 30 min... let's see how long this list can grow in the next 3 days I'm here. Only reason I'm not switching hotels is because there is 6 of us and it would be a logistical nightmare.
September 22, 2013
Rated 2 out of 5 by WAGSr Great location but needs much improvement
This hotel is in a great location but it is very noisy and things like lights in the room don't work. We checked-in in the evening and no one was in uniform, I couldn't tell who I should speak to or for whom anyone worked. The restaurant is mediocre at best. This hotel is not quite up to SPG standards and needs to try harder
October 8, 2014
Rated 3 out of 5 by gac2012 Clean and great location, but not great service
The location of the hotel is great only steps from the Senica casino, hotel is clean and looks comfortable...... but there was a couple of things that left a sour taste in our mouths. On the second evening my wife and I wanted to take a shower at 10 pm or so, there was no hot water. We called the front desk and told them, they said it was the first they heard of it. We got a call about an hour later asking if we wanted somebody from engineering to come look at it, it was a little late then, we had already gone to bed. On check out we told the lady checking us out, she said oh, sorry to hear that and proceeded to check us out. Why ask if you are not going to do anything if people tell you there was a problem.
The next morning we got our bill and the 2 coupons had not been deducted so I called the front desk and they said they would take them off the bill when we "went down" to check out, I guess if you just let them put the balance on your credit card and don't go down in person they would not give the discount, a bit shady in my eyes.
Then when we leaving there were three maintenance men were having a party out front the elevators cleaning up some graffiti on the wall. One of them commented "glad it was only pencil it is easy to clean" then why do you need three people to do it. Maybe they should have been fixing the piece of missing wall paper in the front of the elevator where they were cleaning.
It was a nice place just not great service.
November 14, 2012
Rated 2 out of 5 by lj55 Disappointment
Aging hotel- new room carpet appeared to be placed over debris as you could feel things under the carpet in our room as you walked, dogs staying across the hall barked during the night...emergency evacuation of all in the hotel due to a burned pop tart-- No information provided from hotel staff about that. Our room was not made up until 5:30pm. Windows and glass doors so dirty- difficult to see out. We usually LOVE Sheraton hotels- this one we won't consider in the future.
August 5, 2014
Rated 5 out of 5 by Moomus12 Outstanding Stay For New Years' Eve Into January 2014
The Sheraton At The Falls Hotel features a truly exceptional Guest Services staff that sincerely appreciates my repeat business. Allyson checked me into the Hotel on December 30th with efficiency, pleasantness, and helpfulness as well. Geoffrey, the Director of Sales, always personally inspects my rooms and makes sure that everything is in order. In room 689, a King Executive Suite, on this stay. Room was at the corner of the building, so it was real quiet on New Years' Eve. Room was spotlessly clean and was recently renovated with new wall coverings, renovated bathroom, new draperies, new full-length mirror, new desk chair, desk lamp, art package, new heating/air conditioning units, new sofa, side chairs, two new side lamps by the bed, and features such as two TV sets, refrigerator, microwave, walk-in closet, in-room coffee maker, and an extensive bathroom toiletries amenity package. The Sheraton Sweet Sleeper Bed could not be more comfortable.
The TGI Friday's serving staff is outstanding in every way! Alanna, Michelle, Laura, and Wendi have served me for years here for breakfast and are always very pleasant, efficient, and anticipate my needs. Courtney, Jennifer, and Sam have served me for lunch in the same efficient and caring way. The SPG Lounge is well-served by Lisa, Holly, Shylo, Courtney, and others that serve wine and appetizers in the evenings and breakfast in the morning.
Have always been impressed with the work of the Housekeeping staff in terms of there pleasantness, efficiency, and thoroughness.
Is the perfect place for New Years' Eve as far as near all of the activities that evening as well!
But the staff of the Hotel is truly what makes Sheraton At The Falls so special and why I have returned as a guest thirteen times since 2008!
Come see for yourself how caring a Hotel staff can really be!
January 2, 2014