Rated 4 out of 5 by Steelo Value for money in a CBD hotel
I enjoyed my stay at the Four Points by Sheraton, though I wish that Sheraton had a five star hotel in Brisbane.
The room was quite comfortable and VERY clean. Facilities were adequate, though the restaurant let the place down. The breakfast was just OK and the lunch I had there might have been a bit better.
Still, I enjoyed staying there and will possibly return.
April 25, 2016
Rated 5 out of 5 by boardie19 Thanks for a great stay!
Thank you for a wonderful stay.
Upon check in I was greeted with a warm welcome, my SPG status plus benefits were acknowledged, my room preference was confirmed and I was asked if I needed anything.
Room service was fresh and prompt, again greeted with a smile. The room was clean, modern and it provided me with a great nights rest.
Would I recommend this property to family, friends and work colleagues: absolutely!
Thanks again for a great stay and keep up the good work.
March 19, 2016
Rated 2 out of 5 by CTraveler Good location overshadowed by terrible service
This hotel has a great location in Brisbane, but that's about all that was positive. Things seemed odd right away on check in. Front desk didn't seem to know what they were doing, easily distracted by phone calls and questions from other staff. I had to ask about everything that should have been routine input - breakfast hours, gym facilities, platinum amenity, room upgrade, etc. I was told that I was being given a suite upgrade in recognition of my Lifetime Platinum status. Much later in the check- in process I was told that I'd have to move the next day since no upgrade room was available for my second night! I used suite night awards for this and they had come thru. I think they went back in my account, but I'm not sure. It was a moot point anyway since it was toward the end of the year and I was travelling from my home in the USA for 4 weeks in Australia. I had only a few more hotel nights booked for the year, all in Australia in Starwood Hotels, and allocated with Suite night awards. I couldn't do anything further, so they expired at the end of the year. When I finally got to my room there was no bottled water available. I called housekeeping and it took more than 40 minutes.
In the meantime, it was clear there was a lot going on near my room and I saw a sign indicating that the room next door was being utilized as an additional ladies restroom, complete with signage directing people from the roof top bar to this location! I went to the front desk to ask about this and got blank stares. Finally someone figured out that there was a large group party and since the roof top bar had only one women's stall they were planning to direct everyone to the room next to mine. I don't need a night club restroom next door when I'm in a hotel. Because I was going to have to move the following day anyway, I asked to be moved immediately, electing to forgo my upgraded suite since things were such a fiasco already. By the time that happened I had been in the hotel for more than 3 hours and still not settled in my room.
I thought that once in my room things might get better, but they did not. No gym was available because of remodeling. No club lounge room and no offer of a complimentary drink. I got a local map from the front desk, but I don't remember there being a concierge to help with local knowledge. I think the front desk reception staff were doing double duty on that. I got more help from the gal at the newsstand on the mall. Elevators were taking forever and when one finally did arrive several guests got in only to have the door stopped from closing by a hotel employee. This was someone who was delivering food to the large party and was complaining that the service elevators were taking too long, so she was barging in with us. Wow. Twice my card key didn't work and I had to go to the front desk to get it replaced, which wasn't a very fast operation given the chaos going on in the hotel. The complimentary breakfast offerings were pretty good. When I was asked at my table if I wanted coffee, I ordered a latte. No mention at all that this was an extra charge until the bill showed up. When I questioned it the response was "yes, there's a charge.". Ok....... it would have been nice to know. The next morning I was asked again about coffee, this time at the restaurant reception desk. I said I'd like just regular brewed coffee, since there was a surprise charge for latte. At which point I was informed that as a platinum guest I should have received a complimentary latte, and could certainly have one that morning if I desired. I brought this up at the front desk whilst reviewing my bill at check out. I was told the charge from the day before would be removed. Unfortunately, the front desk staff member didn't know how to do it, so after several tries she just said she'd take make sure to get it removed. It never was. The idea of fighting a $4.00 charge from the U.S. was ridiculous, so I just paid my credit card when it came in.
The staff here need much more training before they are interfacing with guests. Besides being unknowledgeable, they also lacked any spirit of service which is atrocious to find in a hospitality business. I realize that Four Points is not to be expected to be on par with Starwood properties such as the Luxury Collection, but this property was an unacceptable mess. In fact, one of the worst experiences in 14 years as a Starwood elite member. If you want a good Brisbane location and a clean, basic room, then stay here. Don't expect much else.
February 21, 2016
Rated 5 out of 5 by TaniaJ great staff
Really engaged and friendly staff without looking like they *have to be nice*
January 11, 2016
Rated 1 out of 5 by Kishp91 Small and Dirty Rooms
The Hotel room was quite small with strange stains on the carpets.
January 7, 2016
Rated 5 out of 5 by Suzie25 Fantastic hotel with outstanding staff!
My husband and I spent last weekend at this fabulous hotel. Warm welcome and lovely surprise of champagne and fruit and cheese platter in our room. Staff are outstanding throughout the hotel,cheerful,courteous and very helpful. Decore is modern in muted greys and aqua. bathroom is white with frosted glass. Pillows and Bed were very comfortable. Blackout blinds great. Bar on top floor has wonderful views, great service,so friendly!
The buffet breakfast is excellent. The pancake machine made hot perfect pancakes every time! Once again staff helpful and frienldly. We had lunch here too which was delicious. We were treated like royalty all weekend ! We are most appreciative of the thoughtfulness that shown to us. Thank you so much. We'll definitely be back!!!!!!
December 10, 2015
Rated 1 out of 5 by LuxuryTraveller Unacceptable & Appalling Customer Service
Sheraton Brisbane's customer care was appalling. I have stayed in Sheraton Hotels world wide for over a decade because they provide a consistent high standard of comfort and customer care. Sheraton Brisbane failed to remedy the extremely poor service I experienced during my stay. Inexperienced staff, poor communication & poor customer skills. Will not return and will advise colleagues, family and friends to stay elsewhere. Sheraton Brisbane casts a poor light on the Sheraton brand.
December 8, 2015
Rated 3 out of 5 by Work22 pay extras to get what you booked
could not close the blind on the 22nd floor , the sun came out at 4.30am. the coffee in the foyer was great, however it cost, where as the coffee from the breakfast buffet coffee came out of something similar to a 1990 café bar. you have to upgrade if you are earlier than 3 pm to book in. Multilingual staff may be great but if they do not speak English as a first or second language its very hard to get help
December 5, 2015