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“Manager Sarah ruined our trip” 2 of 5 stars
Review of Four Points by Sheraton Niagara Falls Fallsview

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Four Points by Sheraton Niagara Falls Fallsview
3.0 of 5 Hotel   |   6455 Fallsview Blvd, Niagara Falls, Ontario L2G 3V9, Canada   |  
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Ranked #35 of 138 hotels in Niagara Falls
Ottawa, Ontario, Canada
1 review
2 helpful votes 2 helpful votes
“Manager Sarah ruined our trip”
2 of 5 stars Reviewed February 26, 2013

We booked the hotel though a travel site and received a credit to Ruth's Chris that was emailed to me as a coupon. We showed the coupon on my phone to the polite representative at check-in and simply had to sign something saying we authorize incidentals to be charged to my credit card. We enjoyed the room and our dinner at Ruth's Chris. Obviously, we charged the dinner to our room so the Four Points could issue the credit but when we went to check-out, we were very rudely told that no credit from the hotel would be offered because we were supposed to use a voucher at the restaurant before paying. However, we were never given a voucher by the hotel. The unbelievably inhospitable manager, Sarah, said "I know that employee (that checked you in) and she wouldn't have forgotten to give you the voucher." I'm an experienced traveler but have never been called a liar by hotel employees before. Surely I'm not expected to know what the hotel's procedures are and simple followed her staff's instructions. I asked her to check the cameras or their records to prove that we never received a voucher but Sarah said our only options were to take it up with customer service or the restaurant (which didn't do anything wrong). Despite an hour of being spoken down to, we remained professional and courteous until Sarah simply turned her back to us and walked away. When we said we weren't finished, she muttered "well, I have nothing else to say" then hid in the back while I called her superior then my credit card company. It's a real shame that our otherwise pleasant experience was ruined by this very poor manager.

Room Tip: Niagara Falls is a weekend town. As the weekend approaches, prices skyrocket. Book early.
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  • Stayed February 2013, traveled with friends
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, March 4, 2013
Dear Camille M,

Thank you for taking the time to share your experience at our hotel with us.
Please accept our most sincere apologies; we are truly sorry that your encounter with our manager was not within Four Points by Sheraton standards, and that this encounter ruined your stay. Your comments regarding the interaction between you and the manager have been noted and are alarming. This certainly does not represent the usual high level of customer service we provide. Rest assured, we will review your comments with our staff members and use this as a learning tool to further their development.

Kind Regards,
Dana Albano
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (369)
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English first
Toronto, Canada
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed February 25, 2013

I stayed there with my daughter for 1 night on a Tuesday night. Check in was smooth. We got into our room on the 16th floor. TV in the room was not working. Called down for service and the maintenance man came right away. Since they couldn't fix the TV, they switched our room. Hotel is excellent location to the casino. Takes about less than 10 minutes to get down from the room and walking through the enclosed walkway to the casino. Bed was comfortable. No issues to really complain about. Good stay.

  • Stayed February 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, February 26, 2013
Dear Pico46,

Thank you for posting feedback about our hotel. I am happy to see that you were able to use one of our special features during your stay. Our covered walk way is a convenient feature for guests during these chilly winter months. We look forward to seeing you again in the future!

Kind Regards,
Dana A
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Toronto, Canada
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed February 25, 2013

This is a great hotel if your looking to visit Niagara Falls. The rooms are newly decorated, very spacious and always spotless. The location is great - close to all major attractions and attached to the casino!

Their customer service is incredible - the front desk staff are so friendly and accommodating.

I will only stay at this hotel when visiting the falls as its the best value with the nicest rooms and best location!

  • Stayed January 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, February 26, 2013
Dear CvM44,

We appreciate you talking the time to post such positive comments – it’s always great to hear that our guests enjoy themselves during their travels. We recently have undergone an extensive renovation and we are glad to see that our efforts were worth it.

Thank you for your review, and we look forward to welcoming you back in the future!

Kind Regards,

Dana A
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Hamilton, Canada
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
15 helpful votes 15 helpful votes
1 of 5 stars Reviewed February 25, 2013

We tried this hotel instead of our usual Hilton as we wantedto particiapte in the deal for the Ruth's Chris Steakhouse. The hotel room was dirty, old and not appealing. Woke up following morning and saw that we had slept in sheets that had small splats of blood on them! NOT IMPRESSED!!! Gross _ Never again! We assumed with the hotel being attached to the new casino it would be relatively updated as it holds the "Sheraton" name. It was aweful!

  • Stayed February 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, March 4, 2013
Dear TammyM,

We appreciate you taking the time to share your feedback with us. Please accept my apologies for the condition of the room and the lack of cleanliness. Your honest criticism will help our housekeeping department, in their efforts to make sure every room is up to Four Points by Sheraton standards. We are currently in the process of updating all of our guest rooms, to have a modern feel.
Please do not let this isolated incident deter you from choosing our hotel again.

Kind Regards,
Dana Albano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mississauga, Canada
Senior Contributor
23 reviews 23 reviews
5 hotel reviews
Reviews in 10 cities Reviews in 10 cities
15 helpful votes 15 helpful votes
1 of 5 stars Reviewed February 24, 2013

Our group of friends had rented rooms at the Four Points in Niagara Falls on Feb 23, 2013, across from Fallsview Casino. We had 4 rooms in total, none were on the same floor, they were actually in separate towers....and by no means was that a concern at all. The beds looked great, clean and comfortable and the room had the basic necessities of what one would expect from a standard double room. No complaints there. What is extremely alarming is that this hotel found it acceptable to rent out rooms that were very recently renovated and not properly ventilated from the toxic carpet glue and wall paper glue that was used in the renovation.

We were hit with the scent immediately upon entering our room. We couldn't immediately distinguish the exact nature, as we typically stray from sniffing glue like most other people. We shut off the heating, thinking it was coming from the central air and opened up the windows as much as it would allow. We left the room shortly thereafter to meet up with the rest of our friends and go out for dinner an drinks. We came back to the room shortly after two, only to be hit with the stench once again, and this time with a vengeance. After only being in the room for 10 mins, some of us got headaches, others felt their throats scratching. We reported this to the front desk, and they informed us that the entire hotel was booked up and there were no other rooms available. We escalated to management, who also confirmed that we could not be moved to another room due to lack of availability. After some time, our room was visited by a maintenance worker and the manager herself to investigate the smell. Both confirmed that the odour was from the recent renovations, in particular the glue used in setting the new carpet and wall paper. The manager offered to set us up in a room at the Radisson, and in hind sight we should have probably accepted the offer. At the time, we were so upset at the circumstances that we just decided to stick it out for 3-4 hours with the open windows. One of the girls with asthma was set up on a cot in one of the other rooms. In the end, our odour room was comped by management, which was appreciated given the circumstance, but a small consolation for what we endured. We woke up with raspy throats and freezing from the open windows in the month of February.

I strongly believe that Michelle, the manager, did her best to offer a solution once the issue was raised. However, the bigger problem is that the hotel found it acceptable to make these rooms available when they were not guest-ready, which makes me wonder in what areas are operational standards and service compromised? This is the reason for my low rating.

  • Stayed February 2013, traveled with friends
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, February 26, 2013
Dear Zoey D,

Thank you for taking the time to review our hotel. I am sorry to hear of your experience and apologize. I would welcome the opportunity to speak with you directly. Please contact me at 905-357-5200 so we may discuss this further.

Kind Regards,
Dana A
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Toronto
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 6 cities Reviews in 6 cities
13 helpful votes 13 helpful votes
1 of 5 stars Reviewed February 24, 2013

We stay in Niagara quite often and decided to try this property as it connects to the Casino. Fair price, however they rent to large groups of young rowdy people (most go to the DragonFly Disco) or are there for a stag. We stayed Feb. 23rd. There were 4 rooms surrounding us (all young guys - approx 4 - 6 per room). The noise began around 1:30 am with doors continuously slamming and loud partying in the hallway. We finally called the front desk at 3:00 am who said they would send security. The quiteness lasted for about 10 minutes once security left and then continued on. So, no sleep at all. We went down and spoke to someone at the front desk in the morning, who just said - sorry, but there was nothing they could do. Very disappointed and will be writing to Sheraton Head Offie.

Room Tip: Rooms in another hotel are quieter!!!!
See more room tips
  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, February 25, 2013
Dear MissPiggyBaseball,

Thank you for providing us with feedback about your stay. I am very sorry to hear that you did not have an enjoyable relaxing getaway. We try our very best to make sure all guests keep the noise levels down. We have security available 24/7 to handle these unforeseen situations. Rest assured that your comments have been passed onto the Hotel Management Staff, to prevent other guests leaving feeling the way you felt. Please feel free to contact me at 905-357-5200 to discuss this matter further. I sincerely hope you would be open to staying with us in the near future, and this isolated incident does not deter you from our hotel.

Kind Regards,

Dana A
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Brampton, Canada
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed February 23, 2013

Purchased a NIagara Fallsview Christmas gift card for my husband 2 yrs. ago. Decided to get away for the Family Day weekend and finally cash in the voucher. Booked at your hotel a Falls view, deluxe with king bed and jacuzzi at a cost of $299 for 1 night. Not impressed with the room. Pictures on the web very deceiving. Walked in and bed looked very messy. Advertise water in room, only 1 bottle for 2 people? not a luxury suite by any means. Spent $550 in Vegas for 3 nights at the Bellaggio in a truly luxurious room. I was upset this week when I read an ad you have for Feb. rooms starting at $105, vouchers for restaurants, passes to attractions, upgrade $10 for whirlpool, $20 for Fallsview room? Why was I not advised of this? Waited so long for a special weekend away. Left disappointed!

  • Stayed February 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fourpointsmanager858, Guest Relations Manager at Four Points by Sheraton Niagara Falls Fallsview, responded to this review, February 26, 2013
Dear 509Fiore,

I am sorry to hear that your special getaway left you feeling disappointed. Our front desk staff works hard to ensure that every guest has a relaxing uncomplicated stay. They are on hand 24/7 to ensure our guests are satisfied; you can call them anytime for extra amenities. Please check our website often, as we are always offering new and exciting promotions.

Sincerely,

Dana A
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Additional Information about Four Points by Sheraton Niagara Falls Fallsview

Also Known As:
Four Points By Sheraton Niagara Falls Fallsview Hotel Niagara Falls
Four Points By Sheraton Niagara Falls Fallsview Hotel
4 Points By Sheraton Niagara Falls Fallsview
Fallsview Plaza Niagara Falls
Hotel Fallsview Plaza
Fallsview Plaza Hotel
Address: 6455 Fallsview Blvd, Niagara Falls, Ontario L2G 3V9, Canada
Phone Number:
Location: Canada > Ontario > Niagara Falls
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#30 Family Hotel in Niagara Falls
Price Range (Based on Average Rates): $
Hotel Class:3 star — Four Points by Sheraton Niagara Falls Fallsview 3*
Official Description (provided by the hotel):
Four Points by Sheraton Niagara Falls Fallsview is connected to Fallsview Casino/Dragonfly Nightclub by indoor walkway. Our hotel is near Maid of theMist boat ride and Scotia Bank Convention Centre ... more   less 
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