Sheraton Fallsview Hotel

This is my first time visiting this hotel. The experience is really great. When I came in and saw the hotel, my first impression was really good, it made me feel very comfortable. The front desk staff were very good, and Isata received us. Her service was very good, her smile was very good, and she patiently introduced everything to me. In the end, she even upgraded me to a room with a view. When I came to the room, I was pleasantly surprised to see the waterfall view The room is also very clean Our whole family loves this hotel very much, and we recommend that everyone who comes to visit the waterfall stay at this hotel. Finally, I would like to thank Isata for receiving us It gave us a great experience I hope you will also come to receive us next time.

We checked in for a one-night stay at the Sheraton Fallsview Hotel expecting a great experience. We have stayed at Sheraton properties in other parts of the world and have always had excellent customer service, so naturally we expected the same level of hospitality here. Unfortunately, our experience was disappointing. We had brought a cake to celebrate one of the kids’ birthdays and simply needed help adding one more name to it. When we called room service to ask if the kitchen could assist, the response we received was a blunt: “Our kitchen is very busy.” The way it was communicated made it very clear that there was no willingness to help. In the hospitality industry, the way things are presented matters. Even if something cannot be done, it should be communicated in a way that still makes the guest feel valued, or alternative suggestions could be offered to enhance the experience. Overall, the general approach felt very transactional, without truly focusing on the guest experience. That is disappointing, especially when staying at a brand known for hospitality. We still remember a wonderful stay at a Sheraton property in Dubai, where the staff went above and beyond to make our visit memorable. That is the level of service we associate with the Sheraton brand. In the end, what guests remember most about a hotel stay is the overall experience. Sadly, this visit did not live up to the expectations we had.

The staff is really great when you can find them. The gentleman at the concierge desk really made the hotel look good because we experienced quite a few problems and he was very empathetic. There were a few times when no one was at the front desk or the bar or anywhere around. The elevators broke while we were there but the staff was great about trying to minimize how disruptive and inconvenient that was for those of us on the highest floors. We found out while on our trip that we were there off season so that did make a difference in the experience because many amenities and places were closed. They view of the falls was spectacular. The restaurant buffet was disgusting. It was absolutely one of the worst things about the trip. They charged full price on a buffet that was half closed. It was around $85 for a continental breakfast that you can get for free at most motels. All in all would I stay here again? Maybe. Would I recommend this place? Probably not. Was it worth the price? Yes. Definitely keep in mind when booking that it is attached to a waterpark so this is not meant for a romantic vacation spot. This is a family friendly place.

I had a pleasure staying at Sheraton Fallsview over the weekend from Saturday Feb 21-Monday 23rd. We had Keagan as our hotel check in receptionist, he was so amazing. Made everything fast quick and smooth all in all he made sure if we had any questions it would be answered. Provided us with the map of the Clifton Hill, listed the amenities given by Sheraton. The room was very clean, the bathroom was fully stocked with toilet paper (extra) and towels. Would highly recommend for anyone who is looking to stay at Sheraton Fallsview. Had bumped into a few staff at the hotel exchange really good conversations!

We always choose to stay at Sheraton whenever we’re in Niagara because of its very convenient and accessible location. What truly makes our stay exceptional, though, is the service. Isata at the front desk consistently goes above and beyond to help us, and during our most recent visit, she gave us the best hotel experience we’ve had. Her professionalism, kindness and dedication to guests really stand out. Because of her outstanding service, we will definitely keep coming back. Highly recommended! 🥰💕💕