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“Waited for Refund Before I Posted Review”

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Sheraton on the Falls
Ranked #7 of 129 Hotels in Niagara Falls
Certificate of Excellence
Unionville, Connecticut
Level Contributor
47 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 63 helpful votes
“Waited for Refund Before I Posted Review”
Reviewed 10 March 2012

Mixed feelings about this hotel. We stayed on New Years Day (Jan. 01, 2012) for one night with their Water Park package. At check in, we were offered a semi-fallsview room for an extra $30, which we took. Room size was OK, but did not have a fridge to keep the baby's milk cool.

There was a package of junk food and water/drinks for sale, but I would have preferred that they did not leave it in the room as it was too tempting for the kids. The toilet had urine stains upon initial inspection, which was yucky, but Lysol wipes fixed that.

We had 2 problems while staying in this hotel:
1. They offered kids eat free coupons and vouchers to eat at 2 different affiliated restaurants. The problem was that the coupons expired on Dec. 31 and we checked in on Jan. 01.
2. There was a lot of noise - like a club or something - and when we called the front desk, we were told that other patrons have already called in and security is looking into it. The noise level did not go down, but the next morning, we got a card under the door that said that security has already resolved the issue.

How the hotel solved our problems:
Upon check out the next morning, we made no mention of the noise and just returned the vouchers and coupons to the front desk because it was already expired. The girl told us that we should still be able to use it, but since we were leaving and frankly, we weren't interested anyways, we declined. The girl then offered for us to have breakfast upstairs, on the house, which we thought was very nice and took them up on the offer.

Here's where it got complicated:
Not long after coming home, we received our CC bill and unfortunately, they charged us the full price for the breakfast (in addition to the room upgrade). I had to call them several times and was routed to billing (who was apparently one person only and does not return calls) and could not get anyone to resolve the issue. Finally, I spoke to a front desk supervisor who said she does in fact see the note on my account about complimentary breakfast and wil send a message to accounting to reverse the charges, but I would have to wait one billing cycle before I will see the refund.

Ending:
The refund has been processed. Our experience was OK due to some hiccups, to which the staff offered immediate resolution, but that only led to further complications. So...can't say it was the worst experience, but definitely, not one of the best.

  • Stayed January 2012, travelled with family
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Helpful?
Thank SSC-CP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Orillia, Canada
1 review
Reviewed 7 March 2012

All of the staff that I encountered were fantastic. Concierge Sam , went above and beyond for me. The ladies at the front desk were very hospitable. Serving staff throughout the conference were pleasant and efficient. The valet guys were helpful with directions and addresses. You have a wonderful team, congratulations.

  • Stayed March 2012, travelled on business
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Helpful?
Thank Vendorella
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Toronto
Level Contributor
58 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed 5 March 2012

I stayed at this hotel with my husband and 5 year old daughter for 2 nights with a waterpark package included. Check-in was very efficient and the clerk and bellman were very helpful and informative. Upon check-in we decided to upgrade to a fallsview room and it was well worth the money for a full frontal view of the American falls and a partial view of the horseshoe falls since they are further away. All in all the view was outstanding.
The room had 2 queen beds, sitting area with gas fireplace and a sufficient sized bathroom with tub/shower (it was interesting to see a TV in the bathroom - which was nice to watch when soaking in the tub!). The TV in the room was a large flat screen and was to good to watch in-room movies on.
The only con according to us was the beds. They appeared new but they were very, very firm. Therefore we found them to be a bit too hard for our liking - but others may like a very firm mattress.
For those of you with children be aware that there is no mini-fridge or microwave in the room. We travelled with our electric cooler in which we brought our own snacks and drinks. The cost of such things at the hotel are very expensive so it's best just to bring your own.
What impressed us the most was the customer service at this hotel exceeded our expectations. The bellman upon check-in was amazing! Her loaded ALL of our luggage on his trolly, he was very friendly and informative, and he even offered to take all our things to our room and plug in our cooler if we had elsewhere to go and did not want to go to the room right away! When we called about one of the TV remotes not working. Within 10 minutes a repair man was at our door and fixed the remote. On day two a houskeeping supervisor came to our door to make sure that we were happy with the housekeeping in our room and she gladly provided us with additional towels upon our request. All in all the customer service at this hotel is outstanding!
The waterpark was amazing and had slides for everyone of all ages! Our daughter had so much fun and we had fun on some of the larger slides as well. The only downfall about the waterpark is the Planet Hollywood cafe in the park. You are not allowed to bring any food into the park and this is the only place to get any food. We had lunch there and we greatly regretted it! We are not pick eaters and it is the first time that my husband returned his food (a hamburger). All the food tasted horrible, was cold, and very, very over-priced!
In the hotel we ate breakfast at the Sheraton Fallsview restaurant, it was buffet style. The quality of the food was average. Children do eat free so that is a bonus. For dinner we ate at the Rainbow Room which is supposed to be fine dining. The view of the falls from the restaurant is spectacular, but that's about it for the positive. The food was cooked well, but lacked any real flavour which one would expect from a fine dining restuarant. Also the kids meal did not include the sundae dessert which many other places do. Our daughter's dinner came up to $25 which is a bit excessive for a kids meal which consistented of very dry chicken fingers. So we were all very disappointed with dinner.
We really enjoyed our stay at this Sheraton for the excellent customer service, and we would probably come back for another waterpark getaway.

Room Tip: Upgrade to fallsview, starting at the 6th floor and up you will get a good view of the falls.
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  • Stayed February 2012, travelled with family
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Helpful?
4 Thank PBLToronto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Halifax, Canada
Level Contributor
653 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 253 helpful votes
Reviewed 4 March 2012

Very nice hotel. High end. Don't make the mistake of staying at the American Sheraton. It is run down. We stayed on the 22nd floor and the room was fabulous: large, with a little balcony, comfortable bed. Service was great. They brought extras (pillows, towels, etc.) whenever we asked. The hotel is within walking distance of all the attractions and is right next to Clifton Hill and the water park if you have kids.

  • Stayed February 2012, travelled as a couple
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Helpful?
1 Thank tshep42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Toronto
Level Contributor
14 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 3 March 2012

We stayed at this hotel as we wanted to have a good view of the Niagara Falls from our room – it offered exactly that, actually better – we had an amazing view of both falls from our room, even lying on the bed! Listen to the falls at the night and wake up to the beautiful view of the Falls was a wonderful experience.

From our room we also had a great view of the town, the streets and the dinosaur park with Ferris wheel -- cheesy, but provided an interesting view in the night nevertheless.

We had a great time. Niagara Falls is an amazing nature’s wonder, highly recommended if you have not visited it yet. When you do visit, consider staying Sheraton on the Falls, do ask for a room with view to the Falls, and it is worthwhile to pay a bit more to get the view!

Room Tip: Book a room with view to the Falls, and it is well worth the money!
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  • Stayed May 2011, travelled with family
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Helpful?
Thank FTMac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sheraton on the Falls

Property: Sheraton on the Falls
Address: 5875 Falls Avenue, Niagara Falls, Ontario L2G 3K7, Canada
Phone Number:
Region: Canada > Ontario > Niagara Falls
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Casino Hotel in Niagara Falls
#3 Luxury Hotel in Niagara Falls
#4 Spa Hotel in Niagara Falls
#5 Business Hotel in Niagara Falls
#6 Romantic Hotel in Niagara Falls
#6 Family Hotel in Niagara Falls
Price range (per night): ₹ 7,838 - ₹ 21,365
Hotel Class:4 star — Sheraton on the Falls 4*
Number of rooms: 669
Official Description (provided by the hotel):
The AAA/CAA 4-Diamond Sheraton on the Falls hotel offers the largest, most luxurious Fallsview accommodations in Niagara Falls, Canada. Located directly across from Niagara Falls and in the heart of the tourist district, the hotel features the best views of the Falls which are showcased by the floor to ceiling windows in all Fallsview rooms & suites. Sheraton is also home to outstanding guest services & amenities which include two new fallsview dining experiences; the 4-Diamond award winning Windows by Jamie Kennedy and the Fallsview Buffet. In addition, the hotel offers the breathtaking new Christienne Fallsview Spa, and indoor connections to the attractions, dining, and entertainment located on the 20 acre Falls Avenue Resort including Casino Niagara, and the Fallsview Indoor Waterpark. ... more   less 
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Also Known As:
Sheraton On The Falls Hotel Niagara Falls
Sheraton Hotel Niagara Falls
Sheraton Falls
Sheraton Niagara Falls
Niagara Falls Sheraton

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