Rated 2 out of 5 by BJCruz SPG Points
Beware if you're using your points at this location. They will put you in the noisiest room they have. They won't if you're a paying customer though. We spent the 1st 3 nights on the 4th floor with a broken AC unit, blinking green light in the middle of the ceiling, and loud mechanical industrial machinery going on and off throughout the night. We complained. They moved us noon the 4th day to the 2nd floor. Much better. Quieter. Also, if you're going GREEN - no room service/clean up - you get just that. They'll try to get you with the little $5 discount coupon to use at the hotel. DON'T use them! You'll lose your 250 BONUS Points that day for using that $5 card. TAKE the BONUS Points. And another thing, one hand hasn't a clue as to what the other hand is doing at this place. Speak to one person one day about their policies and the next day someone's telling you a different story the next.
September 15, 2014
Rated 2 out of 5 by PULAOKHAO No AC and poor check out experience; still waiting 2000 spg points compensation
Paid 8000 spg points, which is too high for what is offered. Called earlier and requested top floor facing away from freeway; check in lady was courteous and friendly enough and granted my request. At check in on 9-5-14, informed front desk that I would check out at 6 am the next morning. However, AC in room did not work. Called front desk six times from 6 to 8 pm; three times by pressing zero for operator and three times by pressing GUEST SERVICES button; no one answered. Too tired after tough day to go down to front desk and complain. Room had minifridge but it was not working properly; had ice crusted all over, which was melting and dripping water. Tried to set minifridge to coldest setting but did not make difference. Room clean; bed comfortable; flat screen TV good with many TV channels available. Bathtub has rust marks. This hotel does not give individual shampoo or conditioner bottles nor does it give any soap bars. Instead there are big bottles installed on tub wall and you can pump to get shampoo, conditioner or bath gel. Terrible service at 6 am at front desk next morning. No one at front desk. Found another person waiting in line in front of me also waiting to check out. Finally found a guard; he hunted around for someone; finally found the front desk receptionist asleep inside. She came out after twenty minutes with a grouchy expression as if saying “why are you bothering me this early in the morning. Go back to your room and come back at 8 am to check out after I finish my beauty sleep, which you have now interrupted”. Not exactly the famous Starwood hospitality. Unfortunately, I had appointment so could not wait till 8 am to check out. When I complained about no AC in room, she said phones not working; she could not do anything to help me; she told me to call Masumi Veda, Operations manager or Debbie Gudmunson, general manager. Called Masumi Veda at 10:31 am on when returned home; she agreed not to charge $10 parking fee and post 2000 spg points as credit for inconvenience of no AC and poor check out experience, so that was good. Still no spg points posted on my account yet but it is only 9-13-14 yet so hopefully they will appear soon.
September 13, 2014
Rated 5 out of 5 by Midwest55 Great Airport Hotel
Extremely helpful staff...quick check-in...comfortable rooms. My only concern is that the entrance to the lobby is up 3 stairs which can be difficult with multiple suitcases.
September 10, 2014
Rated 4 out of 5 by Tommy62 Tommy
The room was very nice but there were no amenities in the room, i.e., toiletries and coffee. The room service card for breakfast was not picked up and when I took it down to the front desk at 6 AM the staff person was not accommodating and helpful, almost rude rather than a comment like " oh, I'm so sorry that happened. I'll take care of it right away." Instead she left the ball in my court and did not offer any help. This is not what I would call hospitality. Other than this the rest was very nice.
September 6, 2014
Rated 1 out of 5 by hsef99 What a dump!
This is an unsatisfactory hotel, badly in need of refurbishment and sharper staff. To make the situation worse, at three-thirty in the morning the night manager called my room, woke me out of a sound sleep, to ask if my alarm clock was ringing because a guest in another room was hearing an alarm. So, his solution was to wake up the other guests. Sheraton should be embarrassed to have its name on this hotel.
November 9, 2011
Rated 1 out of 5 by BIGNONO Shuttle to the airport never showed up!!!
I need to catch up with the flight at 2:35 pm. I checked out at 12:00 pm and the staff told me the shuttle arrives at every 05 and 35. I waited until 1:30 pm, the shuttle never showed up. The staff used her walkie talkie to call the driver, but no one replied. The staff showed me the driver's attendance form and there was no check-in since 10:35 am that morning... Very disappointed...
September 5, 2014
Rated 3 out of 5 by Bry689 This hotel is clean but needs improvement
They have tried to up date the hotel. The lobby area is very nice and clean. The rooms are clean but very noisy, My room was very load the AC unit never turned off just kept running like the fan was stuck. Once I turned the AC off there was a non-stop rattle from something else in the room. Most like will not stay here again.
September 5, 2014
Rated 3 out of 5 by BigBill Needed Upgrade Going on
I have been staying at this hotel for it seems 10-12 years now, its location is convenient for my needs. It is currently undergoing renovations that are needed and I'll find out in about 10 days when I return. I have in excess of 10 stays at this location.
I have been upgraded to a larger room and occasionally to a bi-level as an SPG Gold Member. Staff seems confused about free water for more than one guest.
Look forward to a new room in 10 days.
February 16, 2012