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Reviewed 27 May 2011

We normally stay on the Canadian side of the falls, but with this property opening we wanted to spend our money in the US.

This stay will not encourage that in the future.

I realize that this hotel was just opening, but it was clear that they had very little clue what they were doing.

We arrived well after 3pm, and were asked if we really wanted the "accessible" room we had booked. We had not booked an "accessible" room, so I suppose that goes down as strike 1. What we had booked was a simple room with a King bed. They did not have one ready, so being good sports we headed out for some time at the casino and to grab something eat. It would have been nice to freshen up first, but such is life.

Returning around 8pm we went to the front desk to "re-check" in, and were given keys. Up to the room we went, only to find that in between when we were given the keys, and when we arrived at the room, someone had taken the King bed and replaced it with two doubles.

I called down to explain that we did not get a King room, and was assured that the computer said that the room I was standing in, was in fact a King room. Eventually they came to beleive that I really could tell the difference, and admitted that their "inventory" must be screwed up, so downstairs I trekked to get another set of keys.

Arriving at the Front Desk, I mentioned that this visit was off to a really bad start, and that I would appreciate a voucher for a complimentary room in the future. Nope. But what I could have was two breakfast vouchers for the next morning for $15 each. Whoopee! I guess I should have sensed further trouble coming when I noticed the gigantic stack of breakfast vouchers for the next day that they were handing out like candy - but frankly I just wanted to get into a room and relax.

Arriving at the "King" suite we were "upgraded" to, we found a pretty standard room, nice comfortable bed, a kitchenette (not that we wanted or needed one, and if we did we had better not want to use the microwave because it was conspicuously missing from it's place), and a bathroom that could have been the highlight.

The bathroom could have been the highlight because it had a very nice glass shower and an over-sized whirlpool tub. However, the bathroom was NOT highlight it could have been, because the toilet was dirty. What could be better after a long day than relaxing in a tub, just feet away from someone else's ........ well you know what it was.

The bed was comfortable, but the air conditioning device was so loud as to make you think that you were sleeping on a comfortable bed, on board the Maid of the Mist.

The next morning we head down to get the complimentary breakfast, and sit in what looks to be a pretty nice dining area. And we sit, and we sit, and we sit, and we sit, and we sit..... and all the people around us sit, and sit, and sit, and sit, and sit...... and because it is too hot and muggy for humans, we all sweat as we sit, and sit ,and sit....... and eventually the natives at the surrounding tables decided that the only thing better than sitting and sweating, is sitting and sweating and complaining, - and well you get the point.

Breakfast takes way more than a hour, it is nothing special at all (in fact the hash browns were some kind of freaky orange color like they were meant to be used as a Halloween decoration). The only saving grace was that our waitress Laura (who actually was a bartender that was called in to help, and who admitted she had never waited tables) was VERY nice. The only arrows in her quiver to keep her customers happy were her smile, and re-fills of coffee, and she really made the most of what she was given to work with.

All in all this was a very pathetic experience.

Maybe next time they realize that they are royally screwing up, the answer will be to actually give the customer what they ask for, instead of compensating them with the worst breakfast experience since The Egg and You Diner in Albany NY at 4 in the morning......

  • Stayed: May 2011, travelled as a couple
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5  Thank dap260
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 weeks ago
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Room Tip: richiedere stanze ai piani alti
  • Stayed: August 2018, travelled with family
    • Value
    • Rooms
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Deanna D, General Manager at Four Points by Sheraton Niagara Falls, responded to this reviewResponded 2 weeks ago

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Reviewed 3 weeks ago via mobile
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Stayed: July 2018, travelled with family
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 July 2018 via mobile
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Stayed: July 2018, travelled as a couple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Deanna D, General Manager at Four Points by Sheraton Niagara Falls, responded to this reviewResponded 21 July 2018

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Reviewed 12 December 2017
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  • Stayed: June 2017, travelled on business
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Deanna D, General Manager at Four Points by Sheraton Niagara Falls, responded to this reviewResponded 13 December 2017

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