Sheraton at the Falls

Here is why I would never stay at this hotel again. We came for a hockey tournament. When you check in they make you sign this 2-​page document about rules for the hotel to ensure that these groups of boys/​girls don’t disturb other hotel guests. Here is a list of items that made our stay uncomfortable:
1. There is a funky/​toxic like odor in the hallways.
2.Our room refrigerator didn’t work and it took them a few times before they found us one that did.
3. With so many hockey kids and parents around, you would think that management would be walking around the hotel to make sure their «rules» were enforced. At least strolling the hallways on occasion to see if there were any issues. There were so many kids running, screaming and playing knee hockey in the hallways. Parents had to call the front desk to have management deal with these issues on several occasions, instead of management doing their job and being proactive. I have no idea where these kids’ parents were.
4. The walls are thin — you can hear tvs and conversations in other rooms.
5. There was a dog barking in the room across the hall for 4 hours. It appears the owners of these dogs went out and put a «do not disturb» sign on the door. Funny — as I write this the dogs are barking again!
6. They have no «pay per view» movies.
7. And MOST IMPORTANTLY — When our team’s bus broke down and was in the shop, we asked management if we could have a late checkout so the kids could go play in their championship game and then come back and shower. And we didn’t have to scramble to find a place for our belongings. The hotel said NO!!! How inconsiderate to the hockey teams and kids that bring them so much business and money. They won’t even give the kids a chance to take a shower before getting on the bus for a 8 – 10 hour ride back home. The game was at 10:40 — 11:40…if they just gave a 1 PM check out it would help so much… and it’s not like they have tons of people checking in on a Monday — President’s Day.
AND IT GETS WORSE! After I checked out I had to return to my room because I left my phone there. Tim Walker, at the front desk, was giving me a room key when he asked me how I enjoyed my stay. I hesitated one moment then I thought…“Well he asked” and the only thing I mentioned out of my list above was the fact that they wouldn’t give the team late checkout because of the bus being repaired. Mr. Walker quickly became defensive and snippy and said that was their policy. I explained to them that sometimes extenuating circumstances can cause a change in policy — If there is a good reason, such as a bus breaking down and guests not having a place to clean up or stay. Mr. Walker acted like an immature brat, and started speaking to me sarcastically and said, «I’m not going to argue with you.» I told him, «Well, you asked me about may stay and I’m telling you. Why are you treating me so poorly?» And I told him that this kind of treatment is why I gave them a low rating on my Unilocal!review. Mr. Walker said to me snottily, «You CAN’T do reviews of hotels on Unilocal!,just Trip Advisor.» At this point, I asked to speak to the Manager, Tina Courtemanche. I told her that Mr. Walker asked me how my stay was, and I told her about the late checkout issue. Well, she was very defensive as well. She lectured me that when we check in we sign a 2 page document with all these rules and regulations for Hockey Tournaments, one of them being no late checkout. I told her again that our team had extenuating circumstances. She snottily told me that if she let our team have a late check out then she’d have to let everyone. I told her that I’ve traveled all over the world and stayed at a variety of hotels, and I’ve never heard that no one could ever have a late checkout. And, honestly, I have never ever been treated so rudely about such a simple issue.
The problem is that they don’t consistently and uniformly enforce all their rules on the 2-​page document… like letting kids play knee hockey in the halls and being loud and disruptive. What’s most disturbing is the lack of understanding and compassion that these Sheraton representatives had to their guests and children about their broken down bus situation. And, then treating me like a criminal for just mentioning why I wasn’t happy with my stay.
An UPDATE to the bus situation — after our team returned to the hotel and were waiting in conference/​banquet room for the status of the bus, they found out that they couldn’t leave until the next day. The team members had to stay another night. So, if the manager had any foresight and compassion, she would have done the right thing from the start and let the teams have a late check out. The maids had to clean more rooms than necessary. And guests were unnecessarily inconvenienced.
My suggestion to other hockey teams… stay away from this place. They make so much money off us, they should be nicer and appreciative of our business — especially since their hotel is so mediocre.

This place is a dump. We arrived to a kids hockey convention, construction, & rowdy parents drinking in the hallways. I would say if you wanted to stay at a nice hotel with a «falls view» (which we did not get, but were promised) go to Canada. We’ve stayed at Sheraton properties all over the world, & this place, by far, is the worst.

I really enjoyed my stay at the Sheraton of Niagara Falls. It is a huge hotel with a great pool and fitness center. It is also located across the street from a very large casino and walking distance to the Niagara Falls. I stayed here this past fall and had a great experience with those at the front desk. There is a huge parking lot located adjacent to the building so parking is certainly not an issue. Additionally, there is a fully stocked (I know that is important) STARBUCKS located downstairs right off of the main lobby, a TGIFridays, and a jungle-​themed restaurant. Great location. Great service. Everyone will be happy!
MAKE NOTE: They are also one of the only hotels in the area that allow dogs! Trust me, I called at least 6 different large hotel chains and was turned away from all but this one!

I went into this place having purchased a groupon and with the awareness that they are going to go through a renovation so with that in mind I will say nothing negative about this place— besides the needed update will be timely. At least it isn’t so dated that it would be considered intolerable. I had two rooms a double and the family suite. The family suite was spacious.
Location
It is in the heart of everything; also an underground tunnel to casino.
Amenities
Rainforest Café with a wonderful server Brianna. We were so lucky. Now I will mention the scents; they had one that smelled like grass/​OKAY. Were in the rainforest duh…
TGI Fridays well I’m an Applebees /​Friday type so that was fine and convenient. We had breakfast and desert. I loved the whiskey cake.
I loved the arcade room got in my Mario cart and you can play against someone that’s way kool.
We had an incident whereas Willie and Tina more than handled it with fire works!
Thank you guys for excellent customer service.
Now the moment of truth
will we return— Yes.

Honestly I don’t think I will be staying here again. The rooms were fine the hotel was fine had Starbucks downstairs, but the shower was terrible ! Worst shower I have ever had at a hotel! No water pressure. It was a nice location and everything! They just need to fix their bathrooms/​showers. Sorry guys.

Well it started out a little shaky but ended up a real nice stay. We were here for a Christmas party next door. We were greeted by Danielle she was very pleasant. But when we arrived at our room the door was open a little scary but we checked everything and everything seemed good.
Room was updated and very spacious. We were located next to the elevators but not as noisy as we expected. Bed was comfortable but pillows were a little soft but we slept well.
Bathroom was nice as well and water pressure and warmth was perfect. Checkout was breeze. Nice place and will be back!!#

Lage: Exzellent, fußläufig zu den amerikanischen Niagarafällen
Personal: nicht zu bewerten, da über Reiseleitung gemanagt
Zimmer: großzügig und mit zwei KingSize Boxspringbetten

Yep, it’s right near the falls and if you spring for a $ 400 room you can see them from your bed. You get a fridge. Just be prepared to wait 10 – 15 minutes to ride the elevators, even during non-​weekend days. Elevators packed like sardines will keep opening and you won’t be able to get on. We had a child in a stroller and it was a total nightmare. We’d be downstairs trying to get up to our room with throngs of frustrated guests just waiting, waiting, while the crowd grew and grew. Beware.
Hey Sheraton. I know you don’t want to spend the money to add more elevators. That’s too bad. Re-​invest the many millions of profit you guys make every year and add a new bank of vators to Sheraton at The Falls. Clearly you don’t care, but suck it up it will stop these reviews from happening.

Check in was poor. Room key didn’t work. Went down to get another key. Bellhop returned to room to make sure it opened. It opened, but people had stuff in the room… very much occupied. Waited another 10 – 15 minutes for new room. Person who checked us in returned with new key saying she had written down wrong room number. New room was nice. Before checkin I had asked if they had internet wifi and they said all rooms did. Signal was so weak computer couldn’t connect at all. Very poor experience for a Sheraton… for over $ 200.

Very disappointing for a Sheraton property. The entire surrounding area is economically depressed.
The hotel needs a major facelift. Carpets are old, wallpaper is old and sagging. The beds are to soft and you roll to the center. Bathroom so small with no water pressure,
Dogs are allowed and on every floor so you hear them through the thin walls all night long,
The good news is the front desk staff is young and full of energy.

The good: clean, comfortable bed, good sheets, fair sized room.
Easy walk to the Falls park as well as the bridge to go to Canada.
The bad: LOUD!!! noisy guests, barking dogs, kids running around. I love dogs but cringe to think what one did locked up in a hotel room (with carpet) all day. Hammering — or someone practicing river dance above us at night. Late afternoons were somewhat quiet.
Ice dispenser across the hall — some of the people using it must get at least 20lbs per trip. It goes on and on…
Female cleaning staff so noisy — yelling conversations down the halls — for the couple hours straight they were on our floor. (I made that distinction because the one male cleaner was very quiet).
Cars can be heard on the street very clearly — from 3^rd floor. And plenty with loud bass passing by. And why so many screeching tires???
You can hear the conversations of people walking by on the street — so imagine how loud they are in the hallways. We turned up the tv volume to help w noise. A/​C thermostat way off. Had to set at 65 to get it to what feels like 75.
Bathroom very small — shower only — no tub — just FYI if you have little children.
No fridge or microwave though I think you can have a fridge brought up to the room. Not sure about microwave.
There are a Friday’s and Starbuck’s connected so you don’t have to leave the building. Friday’s (I believe this is «the» hotel restaurant) kitchen being remodeled so food is catered buffets — and in my opinion the breakfast not nearly worth the $ 15 per person. Can’t believe I’m saying this, but I’d take the Golden Arches over it. French toast and pancakes were cold. Grits = water. Our waitress was awful — how much do you have to do for a buffet??? And for a Sunday morning, it wasn’t very full. I hunted and found our silverware and sugar. 20 minutes to get creamer. Others servers seemed more attentive so just our bad luck.
Bartenders that afternoon were very good. Starbucks also good.
The area of the Falls in NY is cheesy — seems like a ghost town. Much more on the Canadian side. Since invited here to accompany my spouse on a seminar, not my decision.
I’d stay on the much livelier Canadian side if ever given the choice.

When we booked the Sheraton we can always expect quality, and this specific property does not disappoint!
What a tremendous value! Off season deal at a Niagara Falls resort for under $ 100 a night! They charge a resort fee of $ 10 /​night which includes bottled water, free wifi, and self parking.
This Sheraton is less than a mile from the falls and from the US/​Canada border. Large updated lobby, the 3 elevators are a bit worn looking but relatively quick. Check in was crowded and I was slightly accused of cutting the line, but there wasn’t any organization to where the line starts for what agent.
My review of the restaurant TGIF is posted, they have a nice gym although the lock was broken on the door, any nut could have used it. Pool looks great!
Beds are clean plush and comfy! TV very good, all are flat screens and all HD channels show as well as a couple of show time channels. My view was the conference center across the street as opposed to the Seneca Casino View on the other side.
Bathroom was clean and updated, shower only with excellent water pressure and very hot water. There is a vending machine room on each floor, dirty looking and unkept. Don’t be caught in there alone, could be a dangerous spot.
They have one of the most advanced arcades located next to the TGIF restaurant, you’ll spend a fortune winning little chatchkies of crap but have a great time doing it, my kids had a great time.
They have the worst AC unit ever! Noisy as a 747 landing on the roof. We spent two nights here and had a great experience, sad to leave, we’ll be back.

Should’ve stayed on the Canadian side. Arcade is cool but you have to be with a parent to do anything. No breakfast except for the Starbucks $$$$.
P. s. its sketchy

Stayed at the Sheraton since the casino hotel was booked and the good mostly out weighed the bad.
Good: nice lobby
Newly remodeled rooms
Good size rooms
Bathroom was spotless
Bad: No hot water-​not just us heard others complain at the front desk
Parking should be a ramp not a huge lot that you have to trek across

Overall I am not sure if this location lives up the Sheraton name. Definitely nicer rooms than any Marriott we have stayed in though. I would still recommend it to people staying on the U.S. side but don’t expect a usual Sheraton or a hot shower.

For a Sheraton it was really not that great. For what we paid (still cheaper than the Casino rooms) I didn’t think there was anything to jump up and down about. The room had a moth ball kind of smell.
The staff in the hall way wasn’t very friendly. I feel I’ve gotten the same or better service at a La Quinta or Best Western. And when I stayed at those places the rooms didn’t smell

Off-​season for a conference the price here was right, and the parking was free — but too many random things were off during our stay that knocked one star off their rating after the other for me! After check-​in, and hiking to the far depths of the hotel, neither of our keycards worked. Another keycard had to be reactivated again through our stay, despite being kept nowhere near credit cards — after my travel buddy headed back to our room after hitting the pool.
Like some others, the first morning there we had no hot water for showers.
The second morning, we discovered that we had been put on the side of the building where construction on the hotel was going on, at the same time that we discovered that a door alarm in the hallway was malfunctioning. Lovely waking up early to this each morning! And then add in the thin walls on top of that.
Cleaning was also not great — wrapper still on the bathroom floor, and a sock was made into the bottom of the bed, etc. We also didn’t get any of the voucher stuff we were offered — I signed up for some kind of hotel rewards card, and was promised a voucher for the restaurant downstairs, but that never materialized and when asked about it, the front staff looked clueless.
This was not what I’ve come to expect from a Sheraton!

Stayed at Sheraton at the Falls for a conference since it was the preferred choice by the organization. After reading the reviews on Unilocal,I was bracing myself for what’s to come. While I’ve enjoyed many other Sheratons at other cities, this one is truly not up to par.
Problem 1: Hot water
The morning after I arrived, I went to take a shower but to find that there was no hot water. I thought for some reason I didn’t know how to operate the faucet. When I finally called Guest Services, the lady confirmed that they indeed have hot water issues but is in the process of fixing it. That was it. Come to find out from other guests at the conference, it seemed like they had hot water issues since the day before. It would have been nice to notify guests and wouldn’t be too much to offer something to the guests. But they did neither.
Problem 2: Don’t know when trolley services ended
Upon check-​in, I asked about the free trolley service, and I was given a map and a trolley pass. I had planned to take the trolley to the outlet mall. When I read the map, I noticed that it had an end date of October 31. The following night, I went to concierge to confirm whether the trolley is really running and if there was an updated map. Concierge went to check with a coworker and said that the trolley is running that I should make sure to go a few minutes earlier before the schedule to make sure I don’t miss the trolley, and offered me another trolley pass. The following morning, I went to the trolley stop to wait. I waited over 30 minutes and when finally a random bus came, I had to ask. Turns out, the free trolley really stopped running on October 31. The driver called in to confirm and it seemed that they will notify the hotel. But how inconvenient it was. More importantly, how can the hotel staff not know about it. What kind of concierge it that?
Problem 3: Thin walls
I purposely requested a room on high floor and away from the elevator in order to reduce hallway traffic noise. This helped only a little so I can’t imagine what it would be like staying in one of the rooms right by the elevators. The walls are really thin and I can hear people cough next door.
Problem 4: Constant cleaning scent
I do appreciate an establishment that is clean but I don’t need to constantly smell clorox in the hotel. The scent is so strong that it’s nauseating.
Problem 5: SPG vouchers
I was never offered the $ 5 voucher if housekeeping is declined. Many of the perks that others have mentioned on here was never mentioned to me at all. I guess that didn’t really matter since housekeeping isn’t great either. In the desk drawer, there were cherry seeds in it. The remote was also sticky when I first arrived.
Problem 6: Noisy air conditioner
The air conditioner is so ridiculously loud that I would have to have the TV volume up high in order to listen to the news. When the AC is on, it also blows the curtain which can be a little eerie at night.
Problem 7: Pricey airport rides
I suppose this is not an actual problem but it’s just part of the deal when one travels. However, the price of a cab ride booked directly from the hotel is $ 55 each way to BUF. Less than 5 minutes away, the Niagara Falls Visitor’s Center could arrange cab rides for $ 24 to BUF. That is a huge difference.

I’d wanted to take an autumn trip to Niagara Falls and had almost given up on planning the excursion, until LivingSocial offered a great package for Sheraton at the Falls:
* $ 129/​night (weekend stay in October)
* $ 20 voucher for TGI Fridays at the hotel
* $ 10 voucher for Starbucks at the hotel
* $ 5 voucher for Sweet Treats at the hotel
* free tastings at 8 wineries on the nearby Niagara Wine Trail
* green savings card for the Niagara Falls Fashion Outlets
And multiply all of the above by 2 since we bought 2 vouchers to use back-​to-​back for a 2-​night (Friday/​Saturday) stay. Paid about $ 260 total after taking into consideration an extra 15% off LivingSocial promotion and all taxes and resort fees associated with the hotel.
There were a few negatives…
The AC in our room was loud. We heard everything in the hallways and adjacent rooms – voices, music, vacuuming; the walls here must be paper-​thin. Also, this isn’t the prettiest hotel, inside or especially out. A great bang for the buck, but if you’re looking for luxury you should look elsewhere.
The positives were plentiful…
Location is about 3 – 4 blocks from the water/​falls (Niagara Falls State Park) and directly across the street from the Seneca Niagara casino. Lots to see and do within walking distance or a short drive. Free validated parking and free Wi-​Fi. For each day you opt out of room service you receive a $ 5 voucher to be used at the establishments within the hotel. If you’re a Starwood Preferred Guest (SPG) you can enjoy complimentary wine and beer and appetizers during the daily Happy Hour – a nice perk.
Regarding the wineries, we chose to go to Black Willow, Schulze, and Victorianbourg, all of which were an easy drive (~30 minutes but very few turns, pretty autumn foliage, no traffic at all) from the hotel and located just a couple miles apart from each other.
I’d stay here again under a comparable package deal. We had a nice time and no major complaints. In fact, mostly dreary weather and a loss at the casino were the only things that made our trip less than perfect!

Great hotel near the casini that I visited for a wedding. The rooms were big and comfortable making it a great stay for a visit to the falls area.
Parking was a pain in the area but you can get yours validated in their private lot right off the hotel. Check out early, leave your car and walk over to the casino for a bit of gaming and brunch.

The hotel staff needs a lot of training! I know they have a lot of college students working here, which means a lot of staff turnover but continuous training is a must. This hotel is subpar and it was a hassle trying to get them to locate my spg gold account.
I wasn’t able to utilize the club lounge until the evening prior to my departure.
On the morning of my departure my fruit salad from the SPG club room had hair in it. GROSS!!!

I purchased a deal through TravelZoo that was $ 89 and included two $ 30 casino vouchers, $ 20 at TGI Fridays and a Green Card for shopping at the Fashion Outlet (which was useless because the stores either didn’t accept it or you had to spend an exorbitant amount to get a small percentage off your purchase).
Only after I had booked our room did I hop onto Unilocal to read the review… and I will admit, they made me nervous!
This hotel is nice and what you would expect from a Sheraton property. The room was spacious and clean and despite what I have read, no bed bugs. Believe me, nobody checks a bed like I do!
There was one small issue though which we brought to the manager’s attention and it was dealt with by the time we returned to the room that evening.
We enjoyed our stay and I would likely book there again.