Sheraton Fallsview

Well we didn't really go because the day before they called that my credit card was expired and they wouldn't take a new one over the phone so said if we arrived later the 4 we would not have a room. They wanted me to email my credit card info. NOT happening. Three calls no manager would talk to me and now we are staying at the Hilton. If this is their customer service before I even arrive I'm scared to think what it's like once you are there. I asked for a manager three separate calls and was refused each time. Some woman named Ashley who would not give me her last name claimed she was management yet did nothing to resolve my issue. Incompetent staff for sure! Read less

Stayed here for 4 nights the first week of August. Parking was very easy but CHECK -IN was a nightmare! When I booked I purposely paid for the FallsView High Floor….well they gave me the 2nd floor. All falls were completely covered by trees and couldn’t see anything. They told me nothing else was available I waited in the long again and spoke to someone else who was able to move me up to the fifth floor which was a lot better view This process took over an hour When we finally got upstairs our luggage arrived pretty quick and we started to get ready But then…our toilet overflowed! It must have been from the previous guests since I didn’t even put toilet paper inside. I attempted to turn the water off at the bottom but the knob was broken. We had toilet water flowing all over our room until maintenance was able to get upstairs The maintenance guy was the rudest, most miserable human being I ever met couldn’t care less While he attempted to fix the toilet, he refused to acknowledge us or answer any questions. After missing our dinner reservations, we went down to speak with a manger They did NOTHING! They refused to move our room and offered no solution They promised that they would have house keeping come upstairs to clean but could not promise us when it will be I could go on and on about this hotel but even leaving this review makes me upset and will absolutely never return The hotel is disgusting and the customer service is horrible Oh yah…..good location Read less

Not a great first impression, no parking at hotel and a walk and elevator rides to reach hotel with multiple cases and a child. Check in on booking said 2pm hotel said 4pm. Travelled from UK no appreciation for not being able to control flight times. Check in staff a little rude. Corridors and elevators are old and worn, elevators are also a joke! Signed up and down but also go the other ways and are beyond slow!!!!! I don’t mean about such things usually use the stairs but these were the worst I’ve ever experienced. Our room was awful regards to noise, had an interconnecting door and really noisy neighbours, right on top of elevators which not only could we here the shafts we heard the “bing bing” every freaking stop! Plus the noise of guests. Utterly awful we were room 360 (not sure if that collates on each floor 460 560 etc) but worth thinking about. Only positive was the heated outdoor pool. Had we been staying longer than 3 nights we would have complained and requested a move. The view was decent of American falls only. Not sure if we got unlucky and not sure if I would return. Read less

As a Marriott Bonvoy Gold Member, I have come to expect certain perks when staying at properties under the Marriott brand, including potential upgrades based on availability. Unfortunately, during my recent stay at the Sheraton, I experienced a series of disappointments that left me questioning the quality of service that I once associated with the Marriott Bonvoy name. Upon check-in, I was informed that no upgrades were available—despite the fact that both the guest in front of me and the guest behind me were upgraded without issue. This inconsistency was strange and frustrating. To make up for it, I was offered complimentary wine tasting. However, I had to decline this as my wife is pregnant. I asked if they could instead offer complimentary breakfast or access to the club lounge—benefits that I have been provided at this property before—but my request was denied. When we finally got to our room, it hadn't even been cleaned, despite our arrival at 3 PM. We had to notify the staff about this. No apology or compensation was offered for the inconvenience. Additionally, the TV in the room wasn’t working, which required us to call maintenance to get it fixed. When checking out, I mentioned how disappointed I was with the stay and asked if, as a goodwill gesture, they could perhaps waive one of the nights of parking fees. However, my request was once again denied, leaving me with no resolution to my concerns. On top of this, I have had other negative experiences with Marriott Bonvoy in the past six months. For instance, in a previous situation, I attempted to collect my nights and points, but was repeatedly denied because the customer service team wrongly claimed I had booked through a third party (Expedia), which was absolutely false. I don’t even have an Expedia account. To accuse a Gold Member of something like this is deeply disrespectful and shows a lack of regard for loyal customers. Overall, my experience at the Sheraton was far below the standard I’ve come to expect from the Marriott Bonvoy brand. It’s disappointing to see how much the quality has declined recently. Read less