So many charges they don't tell you ahead of time! You pay a fee to stay there, then there is parking, then a fee for being able to park and then the room despite all amenities being closed. Also the carpet smelled like it needed to be replaced not to mention a shade was broken in the room and despite it being the winter no duvet, just a thin blanket. Other than the location which is great since it connects to the casino, I was not really impressed.

Room was clean - looked clean, smelled clean. Bathroom was spacious and clean (although the stand in shower (no tub) could use some mold/mildew cleaner around the edges). Check in was a long 45 minute wait to get through the line, but that was to be expected with so many people arriving at once. The staff was friendly and courteous and did their best to get everyone through as quickly as possible. Parking staff was also doing their best to get people parked in a timely manner. It looked to be running as smoothly as possible. We choose to park off site (across the road) and it wasn't a big deal. Pool was nice, but heavy chlorinated, enough that your eyes burned just sitting in the room. Overall the hotel is not bad, it's located in a great spot, easily walkable to restaurants and the Falls. Staff was very friendly and we had no real issues.

I would give this place 0 stars if i could just for the way they operate the business. Cancelled our entire groups stay( our entire hockey team was booked at this hotel) 4 days before we were supposed to stay. They Told us this was to do with maintenance. We were to find out the real reason was they simply wanted to charge more for our rooms. They tried to book us in another hotel, no where near where this one is located, and did not even offer any compensation. There are much better places to stay in the area that do not lie to you.

Horrible experience beginning to end. Was supposed to be a romantic get away weekend.... Started with an hour on the phone trying to get to the room that the pictures showed on the website. The original room wasn't anything like the pictures when we booked. Super over priced for the rooms that you get. Their 'city view' is a parking lot (even though on the website it shows the sky wheel or other hotels or the strip). We tried to open the blinds and they just fell off. Couldn't see through the windows much anyways due to how dirty and foggy they were. The first room we got didn't smell clean thankfully the second did. Parking wasn't bad if you get the offsite. No one is willing to help. Everything will cost extra even if it shows you get that in the room description on their own website. Slowest elevators ever. We were staying on floor 7 and it either said floor 6, 7 or 8 for our stop. Confusing and seems like something a hotel should have down pat pretty good. Don't recommend and we will not be back. Ever.

I’ve stayed at this hotel many times in the past, however, this will be my last. Upon arrival, I discovered that the jetted tub that I’d paid extra for to relax in the evenings of this work trip had not been cleaned, with hair/ dirt scattered around the bottom and visibly sticking out of the drain. I reported this to the night manager (as well as the fact that the soap/body wash in the shower had been left completely empty) and was offered a token room rate adjustment, which I had to scoff at, and it was then increased. Someone was sent to clean the tub at that time and I’d hoped that was the worst of it, but upon looking into my shower on the morning of my checkout, there were silverfish scuttling about (I’d seen a small one the night before on the bathroom floor and figured it was a one-off and didn’t want to make another fuss over it). I brought this to the attention of the morning manager who said that they could only move me for now so I could shower, but couldn’t do anything to the bill until they had pest control investigate the underlying issue (as though that were relevant to my present situation). I’ll be communicating this to the event organizer to pass along to exhibitors and guests looking for accommodation for various conventions they run annually with tens of thousands of attendees and ensure that the property is removed from their list of recommended hotels.

.We just returned from our stay at Four Points Sheridan in Niagara Falls , CA. The hotel sent us an itemized bill for $395.50. When I checked my bank account, we were charged $469.50 twice, therefore we were billed $939 for an 18 hour stay. I called the hotel immediately and they referred to a security deposit that would be reversed in 5 to 7 business days and all they had on record was $395.50 and to call my bank (?????) my bank didn't charge us twice! Our bank was charged $939.00 and when I stressed to the hotel rep that this needs to be reversed immediately, there was no apology or acknowledgement of their error and she hung up on me. I remember when we checked in at the front desk the clerk said our payment didn't go through and he made 2-3 attempts - it could have gone through twice - yet the lady at customer service wouldn't help us......kept repeating she only saw the $395.50 charge. As a long term finance manager, I have never seen this happen at any other hotel stays and I am fully aware that charges can be reversed in real time. We had been planning a return stay, but that seems highly unlikely now!

My reservation was with the Wyndham hotel however I received a call the day prior to my arrival saying that Wyndham had overbooked and we’d been moved to the Four Points. I was told that all charges would be the same. Upon arrival at the hotel, the check-in experience was great. The two staff at the desk were friendly and helpful. I specifically asked and had them confirm that parking would be $20, same as on my Wyndham reservation. They confirmed it was $20 and gave a ticket to leave on the dash. We left the following day and I saw that the Four Points had sent the invoice with $70 charged for parking. I called the hotel to let them know about the error and I was told it was my fault as I’d parked in the wrong spot and also basically that I was lying when I said I confirmed $20 and was not asked to move my car to a different location. I was told that the staff had called my room multiple times during the evening to ask to move my car however I didn’t answer. We were in Niagara Falls for dinner and casino so of course we were not in the hotel room and didn’t receive any calls. No-one attempted to call my mobile phone that was on file or send me an email, both of which I would have answered. I am extremely unhappy about being overcharged and being treated like I was to blame. The hotel should have asked me to move my car at the check in desk, called my mobile or charged me the $20 on the contract. Four Points told me to take it up with Wyndham and Wyndham told me to take it up with Four Points. Be wary about being overcharged by staff on front desk who are not properly trained.

Front desk is hard to find from the backside, entire lobby floor is designed like a maze. Unlike all other hotels I’ve been to in my life, this place takes 300$ deposit from you for you to stay. Room looked grimy, cheap dirty brick as flooring when you enter the room, dated carpet as flooring in the bed areas. Bathroom is tiny, jacuzzi faucet barely turns to allow water through, and is flimsy. Service is awful, front desk takes their time despite there being a big line in front of them. 25 minutes in line, then they hold you and your money hostage for another 15-20 minutes until they can have someone check your room before they will return your money for you to leave. 45 minutes - 1 hour total to check out of a hotel is absolute trash. I have never in my life been kept hostage by a hotel for them to check my room before I could leave. DO NOT stay here. Go to the Hilton instead it’s just next door, or literally any other similarly priced hotel.

Absolutely terrible. Bad costumer service front desk .not worth the coat.room was dirty .no easy access .place like a maze .vending machines hard to find .then you need tokens for them not money . Tokens weren't provided .so had no idea until you actually found one . Floors were being renovated. Parking 50 dollars! Even for guests .or you have to park across street . Front desk hardly spoke language .check in check out was long and confusing . Reservations was wrong for room sizes even with online booking .once showed to them they said oh well nit what we have on our end. The front desk clerk was insulting on check out when questions were asked . Absolutely the worst for the cost.holiday inn would have been better .suppose to be upscale and it was grunge. 5.99 for a bottle of water..seriously I would not recommend this place to anyone at any cost

If I could give a 0 I would. To start off we checked into our room that took about 15-20 minutes to even get at the front desk. Go into the room and look in the bathroom and notice dirt all over the floor so had a feeling to check the beds sure enough there is a sock nice and flat on the bed like the sheets were not even changed. Call down for new sheets for each bed and pillow cases for each bed and took over half hour to get. We ended up leaving and coming back to have two sheets and two pillows there were two queen beds in the room I needed 4 sheets total and 8 pillow cases which is what I had asked for. So my daughter starts checking all the drawers sure enoug there is a short lodged into the back of it. Finally we go downstairs to request a new room they move us to a much nicer room as they put to only find out it’s just as dirty as the other one there is still water and coffee in the coffee pot from a previous guest. Went to check out and they needed to check the room was told only 10 minutes and 15 mins goes by and they are checking our OLD room. At this point I’m just trying to get out of there. Both times I am dealing with a manager and supervisor.. disappointed is an understatement. I will never return here. I have never ever had this type of experience at a hotel. But do not go

Parking attendants were friendly and welcoming. Sadly, it went downhill from there. The individual at the front desk was less than pleasant. Someone customer service facing really should at least pretend to like their job. We were to receive coupons with our deal. I had to ask for them, after returning from our evening out. We could have used several while out and about. It was almost an imposition for this individual to have to get them for us. We have stayed at Marriott hotels this summer and by far, this was the worst. Beds were horrible.

Unqualified staff / failed Managers / no understanding of customer service With regret I have to acknowledge you of your lack of customer service and unqualified staff on ground. We arrived early in the morning and informed the gentleman at the reception, that we travelled all night. To please alert and inform, if a room could be available earlier. Specially as traveling with a small child and an elder woman. (This of course is not a problem of your hotel, though from a “pretending” 4-star level Hotel more efforts can be expected.) He mentioned he will try his best, which I think he should not say, if he is not doing it. Cause such words, have to follow actions or better to be honest from the first moment. We went out and checked again 14:30, where he admitted they will not not manage. A few minutes before 4pm, they managed one room. At 16:30 not even the second room. I had to sit on the floor in the lobby and my son on the carpet as not even seating options are available (or the few available had been occupied). I am sure you can watch this on the cameras. No recognization from the staff or even help. And by the way, the carpet was not even cleaned properly. This is unacceptable. The staff should provide seating options at least or look after the guest ! I would highly recommend to fire and change the managers in charge of the hotel and duty manager. They have no control of their processes or neither trained their staff properly on how to deal with customers. “The fish stinks from the top” and I believe this fits very well here. The manager on duty should have seen us sitting on the floor and come out to help or intervene. Customer service is a foreigner matter to the this hotel and I am sided differently from other four points around the world. I have most properly stayed at more four points around the world, then these young staff has ever seen in their live and it is the most unreasonable place I have ever seen. I would strongly recommend to enhance training of basic staff and get new managers in place. Till now I cannot recommend people to stay here. There are enough options to elsewhere around.

Had an awesome view of the falls from the room, one of the best views from many hotel stays. We were able to see the fireworks from the room. Bed was comfortable. Centrally located and a great stay.

Staying at the Four Points by Sheraton Niagara Falls Fallsview offers a delightful experience with its convenient location and amenities. The hotel is known for its breathtaking views of the famous Niagara Falls, allowing guests to immerse themselves in the natural beauty of the surroundings. Upon arrival, you can expect to be greeted by friendly and helpful staff who strive to make your stay comfortable and enjoyable. The lobby area is typically welcoming and well-appointed, setting a positive tone from the moment you step in.

It's an ok hotel, but overpriced due to its proximity to the casino. Don't bother paying for a "fallsview" room, there is a good chance you'll mostly be looking at the above ground parking lot across the street. Rooms don't look like the pictures at all.

One star at best!! This hotel charges premium prices but nothing is premium about it! The room we got was old , building b, i am silver elite bonvoy member and we ended up getting the oldest room they had!! The bathroom leaked every time we flushed, room smelled and it didn’t even have central ac. The old ac system wouldn’t turn off the whole night even at low setting! I have travelled many places but this has been my worst experience compared to price we paid!!!! This hotel should be 2 star at best!! I know i am going to get standard response from management that “we are sorry and thanks for your review we take these very seriously” !!! Instead of these standard responses, make the required changes!!!! Train your staff better, renovate your old rooms, or at least don’t assign it to bonvoy members! With experience we had we should at least get part of our payment back ! But nothing usually gets done here. I was here 2 time before and each time we spoke with staff regarding issues.

I have been visiting Niagara Falls for many years, and this was my first time staying here. I had a great experience from the time I arrived until the time I checked out, and I have to say that this was one of the nicest stays I have ever had in Niagara Falls, I was celebrating my birthday weekend, and they had upgraded my room free of charge. That was a very pleasant suprise. My room was absolutuely beautiful and I had a great view of the Falls. It was also very clean and very quiet. The staff were all wonderful and I will definitely be staying here again. I have already booked my next visit!

Anyone visiting Niagara, I highly recommend staying at 4 Points by Sheraton. And a special appreciation to Marjorie at the front desk who helped my family and I on a last minute walk-in stay. She was so helpful, accommodating and most of all understanding and worked with us to make sure we were taken care of with the utmost care. I’ve stayed in a lot of 5 star hotels, but the genuine service from 4 Points by Sheraton with the help of Marjorie made our stay a very happy one. Thank you 4 Points & Marjorie! We are so happy to recommend this hotel to anyone heading to Niagara Falls. Perfect location. Perfect service. Very affordable.

Had a hole in bathroom above the shower head and shower head was leaking , could Not take shower went and complained the manager tried to pin it on me . Didn’t apologize and said she will send maintenance. Horrible experience. I wasted my money . She said she will $50 back ( really after messing up my whole vacation ) . I paid a lot more for that room .

I stay at Four Points because the experience and service is generally consistent across all their locations. This one is no exception! Friendly, helpful, called us to let us know when our room was ready as we arrived earlier than checkin time. Room is clean and everything in it works. Hotel was close to other sights and amenities so very handy and convenient. Thanks for a nice stay!

Booked two rooms on different floors. Parking and the valet staff are well organized and polite they open doors for you. Check in line can be long but it moves at an appropriate speed. Views from the room that are faced towards the falls is definitely worth it! Sometimes the fog blocks the view but still worth it. IHOP on the main floor makes getting breakfast efficient. Only bad thing was that there was only 1 elevator working during my stay so you could wait for over 10 minutes before a free elevator comes by. Their Covid protocols were appropriate. Nice staff.

2022 October 2.5★ Location and price is why you came here. It's competitively priced with those in the surrounding areas. There's just enough parking for most people with the parking lot available across the street. The rooms are a good size, it's relatively clean. Bed sheets weren't all that clean and there was a cockroach running across the room (which I ended up killing). A little frightening if you asked me. The bathroom shower head wasn't attached well and was leaking, but otherwise, no visible mold. The pool was available, but lots of chlorine. Both the hot tubs weren't available at the time. Service was ok. They helped when asked. For the price... What do you expect?

We went there in April and used a Groupon offer (which there are many of for Niagara getaways). The room was VERY spacious, and had its own long hallway. It was most importantly clean; the areas were spacious and the falls view was not bad, although I wished there wasn't another building partially blocking it... and that's why I'm leaving a 4-star review vs 5-star: I booked a falls view room for an extra, I just would have hoped for a full view of the falls, vs. partial (too demanding?). The hotel also gives you a little booklet of various discounts and specials for its restaurant, along with nearby attractions, which is a nice bonus. Watch out for these so-called special as they can sometimes be rather disappointing (I'm referring to Ruth's steakhouse here). We would still recommend that hotel as it offered a good bang for the buck. You're also located at walking distance to the falls and a number of restaurants.

Booked a regular king room and got upgraded to a jacuzzi king which was a nice surprise. The room was a good size.However the stopper dod not work on the jacuzzi tub so we had to stuff a face cloth to fill it up. Be prepared though, no microwave or mini fridge in the room although requested. On the whole staff was great, hotel location good but in need of upgrades badly!!! Carpets were stained and old and rooms need updating!

Nice location, decent price. Nicely renowned except they forgot to finish the bathroom. Bathroom dated tiny and still has old tub. Rest of the room is very nice. A bigger mini fridge would be nice to add to the room. Staff is very friendly. Must pay for parking $25 -50. Went during lock down, since Niagara was a ghost town, hotel should have free parking.

Very nice room and good location with parking available. Room was large, and we had a bit of a view of the water and jacuzzi tub. Furnishings were modern wood and always nice to have a fridge in the room. There are restaurants and amenities within the hotel building, all quite overpriced but given that it's in a popular area of Niagara Falls I think that's par for the course. Would stay here again for the location and nice room.

From check - in to check - out, highly recommended! Love the idea of having shampoo, conditioner, and body soap dispensers in the shower. Cuts down on excessive PLASTIC! The beds were super comfortable. Each queen size bed came with four (4) super soft pillows to choose from. Great lighting in the bathroom. There was even a small fridge in the room! Couldn't check out with the television, and the help desk was very helpful in providing timely checkout. The only set back was room 1009 was facing the parking lot. Early Saturday morning heard an obnoxious driver reviving up the car, heard two trucks backing up with beepers, and all of this was around 7AM, on a Saturday. I forgot to bring my earplugs!

Always came here as a teenager for Christmas vacation! Been several years since I’ve been back but relatively everything is the just the same as I remember. Check in was quick as we came in later in the evening. The gentlemen at the front desk was very nice and upgraded our room for us! I think his name was Lawrence :) it was my boyfriends first time at this hotel and it was a great first impression for him. Overall great hotel and customer service. We will be back soon :)

We stayed at this hotel on a Saturday. The front desk staff were very kind, and check in was a breeze. Parking is expensive if you want to park on location, $70 before tax. You can park off site for $25+tax across the street. We got a king room, and it was nice and spacious. I felt like the room smelt a little dingy and musty, but my boyfriend didn't find that problem. The carpet in the room seemed very old and dated, almost making the room look dirty. The bathroom had very nice light and a beautiful stand alone glass shower. Unfortunately the water poured out the door soaking the bathroom floor. We had to use all our towels to clean it up and never received new ones after requesting. The picture on the wall beside the bed also fell of the wall when I got in the shower, might have been a weird coincidence. We loved how everything was connected. From restaurants, to coffee, to the casino you can get it all there without going outside. Perfect hotel for those cold months. Beware that the Starbucks in the hotel is more expensive than the average one, might be because of the extra taxes they add on.

This hotel us just okay now. I have been staying here since the hotel was The Renaissance. When it first opened the hotel was great! Excellent price and value for what you get. Now it's clear that nothing has really been updated. I stayed here Saturday March 19 to Sunday March 20. We got a city view room with a king bed. It was pretty clear that the hotel has declined in quality. There was a small bar fridge (which was nice to have) but it looked like it had been attacked by a wolverine it was so dented and scratched up. There was also no living room table, just an awkward empty spot by the couch and chair. This was a bit unfortunate since my wife and I were going to eat dinner in the room. When we were sitting in the room there was also a high pitch whistle coming in from the rooms fan (which was off). We turned it on and the whistle died down a little, but was still very noticeable. It was a bit windy outside, but I think the seal is going around the windows. Last but not least, the hotel has transitioned to pump dispensers for body wash, shampoo, and conditioner. Unfortunately our room was completely out of body wash (didn't realize this until 7am). Also unfortunately is that the hotel gives you one toonie sized piece of soap. Good enough for washing your hands, but useless to take a shower. Overall, I think I will just stay somewhere else next time. The lame coupons are definitely not enough to encourage me to stay again.

The actual hotel is great. Location VERY central. Customer service and pricing within the building is atrocious. We arrived at check in and the system is down. No fault of theirs, I get it. But not a single apology or discount. No coupons, no announcement of why it's so slow. Just bewildered customers with zero acknowledgement or accommodation for the inconvenience. We waited well over an hour and after asking for a discount on the cheap parking lot, told that's not possible and that they're not willing to do anything for us "as this happens sometimes and it's not their fault". I didn't say it was their fault, I just thought that as a 4* hotel you may be courteous enough and better at customer service to have us as returning customers. Instead I was told that I was the only one complaining and that I am in the wrong to assume anything would be done for me. The woman was outright rude and disrespectful to me for even insinuating I didn't receive quality customer service. (If you look at my other reviews, I don't often leave bad ones). The people working fun zone got the prices wrong, zero greetings, zero instructions and I had to ask them to please watch their language around the kids. My bill ended up almost double what it was supposed to be through tourist taxes, etc. And the pool was closed - but that, indeed, was my fault for not reading the fine print.