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 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 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 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 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 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 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
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 3 out of 5 by TexasCook Good value, don't expect excellent housekeeping
We stayed on points, two rooms. One was ready at 5 when we checked in, the other was still not ready at 6. We asked for a refrigerator. Had to ask again at 9 pm. Finally got it. The room smelled stale. There was a portable air cleaner running, but not helping much. The room was not cleaned well on the second day.
On the bright side the reception staff were very friendly and helpful. The bed was comfortable and the room bright and spacious. The SPG reception was nice.
I would stay here again, if necessary, but I would be prepared to expect sub par housekeeping.
August 15, 2012
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 3 out of 5 by jai1976 What Hot Water?
Hotel management should have been proactive than reactive to the situation. There wasn't any hot water available morning of Feb 12, 2012 and hotel was at maximum capacity. The discount varied as you approach to check-out. Woman ahead of me was given 50% off immediately, while I was initially given just $20 off. Had to request the 50% off. I found out that several co-workers had spent the night too and did not receive any discount for the inconvenience. I will not recommend this hotel. There is another hotel available across the road.
February 13, 2012
Rated 4 out of 5 by Garda Disappointed
Just returned from a 3 day stay at the Sheraton. On our 1st night we went to the reception at 5pm and was told that we now needed a ticket to get in. At the front desk we were told the polices have changed and you now have to be a gold or platinum customer before you can go to the reception. We were very disappointed and we shared that with the clerk at front desk, they were very understanding and said that the policey has changed and that they would give us tickets for that night but thats all they could do. I visit that hotel often and again I am very disappointed that management feels that if your not a gold or platinum you are not worthy of the reception. I paid the same amount if not more for my room and I am not able to receive the same services.
November 9, 2012
Rated 2 out of 5 by justnuts2014 Hockey Tournament Nightmare
This hotel was full of uncontrollable parents and kids who were allowed to run amok in the hotel for 3 days!! At check in we had to sign a waiver about behaviour but there were no controls in place. Parents walked around the hotel with open cans of beer right in the lobby. What a pathetic display by the parents and the hotel staff to allow this to happen.
December 1, 2014
Rated 5 out of 5 by sunny6 Welcoming
We always enjoying coming to this hotel. The people are always helpful and friendly.We actually look forward to coming and manage to make it a few times a year.
December 4, 2014
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 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 Jason38 A Pleasant Surprise
From the moment we checked in we were met with open arms and given complete attention and right across from the casino was the best and the tv's were huge and the bed was like a cloud and the view was right out to the casino and the TGIF was incredible and the Starbucks was delicious and the pool was like bath water...need i say more?! I would say the only thing that took me was the cost of parking as i didnt expect to pay for parking since was a guest of the hotel but who knows maybe it is always like that.
October 31, 2012
Rated 2 out of 5 by npj123 Very disappointed.
This was the second time we had been to this hotel. The first time was wonderful, this time around was very much lacking. We arrived at check in and were told our room was not quite ready it may be another half hour or so. Which is ok. BUT This was said to MANY MANY poeple with various reasons. We waited over two hours for our rooms to be ready. After driving four hours with 3 kids really not acceptable.
Day 2, out all day, come back to the room a little after 2:00 to relax and watch the US Womens soccer gold and our room has not been cleaned. Call downstairs, and more excuses.
Front desk service was very disorganized, I was very disappointed in the way they handled the situations regading the housekeeping issues. Management needs to fix the problems that they have running in that hotel.
August 17, 2012
Rated 2 out of 5 by Jonsie Bewildered
The things that brought me to this hotel the most are gone. Plus the total cost has increased. I really enjoyed the social hour and the continental breakfast. The customer service has taken a back seat due to a lot less employees to welcome guests.
November 29, 2014
Rated 4 out of 5 by Travellers2014 Fantastic Staff Niagara Falls New York
Our third stay this year (at Sheraton at The Falls, Niagara Falls, New York) did not disappoint - from check in to check out the friendly and professional Staff go out of their way to make your stay unforgettable! Great rate and lots of package deals for families or groups to choose from. We enjoyed the Casino and hotel package. You can enjoy Queen or King beds with custom feather pillows, views overlooking the Seneca Casino, delicious food at TGIF's, Starbucks and in lounges. Free WIFI let us keep in touch with home while the lobby with comfy furniture, free newspapers and hot apple cider to welcome us! Loved the consierge type lounges with treats but would suggest opening it up to SPG Preferred level customers also. Some minor wear and tear on the building needs addressing. Thanks Sheraton staffers for making our Thanksgiving and Black Friday trip a huge success!! We are already making plans to return and visit again - and are telling our friends and family that you are the "'ONLY PLACE TO STAY at the FALLS.'' (You can quote us on that too!) Happy Holidays and see you soon!
November 29, 2014
Rated 5 out of 5 by Moomus12 This hotel has beautifully updated rooms combined with personalized service
The Sheraton At The Falls now features beautifully renovated guest rooms combined with very personalized service.
Brand new carpeting,wall coverings, art package, draperies, and a new full length mirror add greatly to guest satisfaction here.
Have stayed at this hotel eight times since October, 2008 due to the very high level of service here. Kate worked tirelessly to extend my stay and to make sure that issues were resolved promptly by communicating well with other departments.
Am extremely impressed with the Housekeeping and Engineering/Maintenance in this hotel now. In my opinion, the staff takes great pride in their work and the room is very clean and well-equipped.
Servers like Alanna, Michelle, and Laura in TGI Friday's anticipate my needs, are always personable, and make the meals very memorable here.
Stan and Jevon are great at assisting me with stay needs. Geoffrey does a great job at coordinating my stays. Christy welcomed me to the hotel before I checked in. Allyson, Peggy, Zach, Adam, Diane, Rania, Erica, and others take the time to make my stays here very special!
Look forward to seeing the renovations completed in 2014!
July 7, 2013
Rated 3 out of 5 by Sleepless55 No Sleep
My husband and I stayed at this hotel on Feb 22. We were looking for a quite dinner and restful sleep. Dinner was great, however sleep was not an option. We were in a room on the 6th floor and I am guessing the rest of the guests in the surrounding rooms were all friends as they spent most of the night partying from room to room. Loud music, talking, doors slaming and overall noise!! We called the front desk once, which did not resolve the issue.
February 24, 2014
Rated 1 out of 5 by Pabarrett Needs a make over...
From the water being shut off, to the dingy dirty drapes hanging on bent hangers, to the mold on the windows, this is not Sheraton quality. I was very disappointed that we stayed there instead of the Canadian side.
This was a family vacation and my wife was mortified by the quality of the hotel. It was embarrassing. The reception and club were very nice though
August 5, 2014
Rated 2 out of 5 by Sadexperience30 Challenging Stay
Most importantly, first night neither Guest Services nor operator answered phone. Next morning same thing. I finally called hotel by long distance number to get someone to answer. Wondered what would I have done in emergency. One food source, TGI Friday was crowded and service very slow. Hotel needs leadership.
August 4, 2014
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 1 out of 5 by Becky48 Wasn't happy
I am a Gold member with Starwood along with owning a timeshare with them and they made me come down to the front desk to check out!!!! Crazy! What was the purpose for that? I can't remember the last time I have had to physically stop at the desk to check out of any hotel.
November 24, 2014
Rated 3 out of 5 by chelsmar Stinky Hallways
I really enjoyed the hotel overall including the room and the staff, however the hallway outside of my room had a constant smell of a mixture of weed and/or cigarette smoke. There was an attempt made to spray air freshener but it was not effective. I stayed at the hotel for 3 nights and the smell persisted all 3 days which made for a very uncomfortable night's sleep.
December 11, 2013
Rated 3 out of 5 by Willybob This hotel was comfortable and clean.
Room was ready when we arrived which was a great start to the weekend. The only concern we had was with the heating system which staff repaired immediately and I do mean immediately. It was also nice to have glass glasses in the room and not just plastic glasses.
November 24, 2014
Rated 4 out of 5 by nogte comfortable
Nice room. Our rooms keys didn't work so we were moved to a room near the elevator and it was noisy as were the late night revelers. The host forgot to give me my bonus packet so we missed on some deals but the host on duty when we left made it up to us. Very clean and tidy.
July 21, 2014
Rated 1 out of 5 by Bob18 Worst lounge I have ever seen
Rooms are worn out, hot water is hit and miss. Stayed here many times for business, just for location.
The Lounge is the worst thing i have ever seen. Its not for Club floor guests or even for SPG elite, it is for anyone willing to sign up at the front desk. Kids running loose, terrible food, and not even room to get in if you wanted a stale chip.
August 24, 2012