Rated 2 out of 5 by UpsetSPGGuest Expectations Not Met
Great service, horrible promises, horrible responses
October 18, 2014
Rated 4 out of 5 by RICO69 Stay092514
THANKS -EXCELLENT STAFF ON THIS STAY
September 25, 2014
Rated 4 out of 5 by GChris65 Great Getaway
This is my home away from home when on travel to Guam. The hotel staff is superb. The hotel amenities are excellent and relaxing by the infinity pool with the views is gorgeous. If you ever get an opportunity to eat at the President Nippon restaurant, located at the hotel, this is a must do. The service is excellent and the food is well prepared. My only heartache is wifi. When is the wifi coming?
September 18, 2014
Rated 1 out of 5 by snopsie Total Disappointment
This hotel is in need of a major renovation. It had a mildew smell and the furnishing were dated. Internet is overpriced and the room I was in did NOT have wireless. Had to call down to get a wireless modem. The staff charged me $15.00 for wireless. Limited outlets. none by the bedside. How this is a SPG, Sheraton hotel I do not know. Would not stay here again! Awful!
September 14, 2014
Rated 5 out of 5 by janisrick Fantastic
This is my second extended visit to this hotel. My husband stays here when he is sent for work. The friendliness and professional attitude I have experienced here is above and beyond any expectations I had before arriving. I had the opportunity to see many weddings, (one more beautiful than the next). The staff have all been helpful & courteous with my many questions and requests. If you have the chance to visit the spa, I highly recommend using these services. My jetlag was greatly reduced after my visit. I felt revived and refreshed, (like a new person). My husband and I both appreciate the peace and quiet. The pools are lovely to swim in and relax by. If and when we have the chance to visit this beautiful island, our first choice will always be this hotel. LaCascata is their buffet restaurant located on the 1st floor. There is a wide variety of fresh fruits, baked goods and many other choices. There is a different theme each night of the week. Friday and Saturday nights feature plenty of lobster and seafood. Live music certain nights of the week. It is a pleasant environment and the staff always makes sure all of your needs are met. They are quite pleasant and always professional. During our last stay, we had the opportunity to dine in The President steak house. This was a wonderful experience, a must do if you are able to.
September 8, 2014
Rated 5 out of 5 by MMRICH00 Perfect place for relaxation.
My husband and I stay at Star wood hotels frequently. When we got there, the room was not ready and have not been upgraded . Asst. Manager Mr.Kenneth Lupera came up to our room and took care of the issue for us immediately. We really appreciate his professionalism. We enjoyed our stay very much. It was one night layover, I wished we had more time to stay there. Again thank you for the hospitality , We will be coming back soon.
August 31, 2014
Rated 5 out of 5 by Wayne01 Outstanding Features
Great hotel with a wonderful and caring staff. Always a pleasure to stay there!
August 25, 2014
Rated 4 out of 5 by TooDarnHot BAD AC
Room itself was great, but the room would not adequately cool. Fan didn't stay on and temperature control had a governor on it - it made for an uncomfortably warm night. I did not expect that for $265 per night and I would not stay here again for that reason.
Also, the carpet between the living room and bedroom was soaked. I got in late and reported it to the front desk when I checked out the next morning.
August 25, 2014
Rated 5 out of 5 by Hide2156 Fantastic experience
we could enjoy relaxing time at Sheraton together with my family and highly appreciate the service provided by the hotel just same as Japanese Omotenashi.
August 21, 2014
Rated 1 out of 5 by UpsetSPGGuest Expectations Not Met
"Jacuzzi in room" & "High Speed Internet Access in All Guest Rooms (Complimentary)" as stated in your website did not materialised at all. These happened to be the reason why I chose Sheraton Laguna Guam. However, I was extremely disappointed by the non-existence of these facilities. I do not feel any difference in being a SPG member. At least Westin Guam gave me a birthday card upon arrival.
August 20, 2014
Rated 2 out of 5 by 808336ai What happen to the Sheraton Guam?
1.When I check in,there was no bell capten.
It was about 4PM. So that I had to biring my
laggege all by my self.
2.I took Laguna Sweet wile I was there,
but when checking in 、 I had to line up as a
regular room customor,there was a little number of customor.
And I asked I took Laguna sweet,do I have to line up ?
Hotel front says 'Yes'
Leiter I get to know the club room.
and I could check in there.
3.I call up concierge desk of make a dinner ｒeservation、However 、its took
about an hour ,ther was no answer.
I went concierge desk and asked for about
it, but nobody answers , where did I call and who's call I was waiting for?
It never happen Westin or ather hotel.
August 18, 2014
Rated 4 out of 5 by dm20140811 enjoy vacation
good swiming pool.
evertying was good, but I hope club lounge need to level up.(some broken items)
August 10, 2014
Rated 5 out of 5 by MaryMarie Wonderful stay
The room and facility are wonderful. The staff is amazing. Will stay here again as soon as i can.
July 27, 2014
Rated 3 out of 5 by Purtonay Good - but lots of room for imporvement
The hotel exterior looks very shabby, but inside the facility is very modern and very nicely appointed. The rooms are looking a bit tired, but still a very good experience. The check in staff did not speak good English, but the bar (The Point) was more hit or miss. We met some great staff there, as well as at the pool area, which is the real gem of this hotel. Its still very good, but as the title suggests there is a lot of room for improvement!!
July 14, 2014
Rated 1 out of 5 by FinanceGuy Not recommended at all. NO housekeeping.
Pillows smell bad. Dust everywhere in the room. Dirty swimming pool. Spiderwebs on furniture. Half-eaten cookies under the nightstand. Bathroom floor tiles completely soiled and clearly do not get mopped between guest stays.
Really, really abysmal housekeeping standards.
July 8, 2014
Rated 3 out of 5 by pxc44 June Vacation
we made online reservations and in the online process we were asked to provide our arrival flight information and time we wanted to check in. So far so good as this seemed like a great ideal, especially with the daily early flights that come into Guam. We did arrive to Guam very early 5am. When we got to the Sheraton at about 6:30am we advised the front desk that on our online reservation we requested a 9 am check in and that we would check out the island until then. The front desk person had no ideal what we were talking about and asked if we had called anyone at the resort first. We advised that we had not we simply followed the instructions in the online check in. She then stated to return at 12 noon as check out time was at that time. I asked if the hotel was full and she stated no. We returned at 12:45pm and a new registration person was at the front desk. We advised her of our earlier attempt and she remarked check in is at 3pm! when i advised her as to what the first front desk person had said she stated the rooms had to be cleaned and check in would be at 3pm. I stated that the the first front desk person stated the hotel was not full she again stated that she would check and asked us to have a seat in the lobby area. Over an hour later at approximately 2pm she graciously allowed us to check in. I asked to speak to the manager on duty, Ken. Ken was extremely understanding and apologetic and to his benefit attempted to provide some appropriate compensation. I politely refused and stated I appreciated his offer, however, I simply wanted good service. And the service of the front desk personnel was lacking in my particular case.
July 1, 2014
Rated 4 out of 5 by ahnka It was good in Guam Raguna.
We have been to Guam for the honeymoon tour. Sheraton Guam Corner Suite was good enough. Ja·cuzzi in the terrace was satisfied but little bit dirty. The bed was less comfortable compared with the Westin Guam. The club floor was very good and satisfied. But the front desk was not enough to be satisfied. Whenever I contacted the front desk, they said OK, but there was no delivery for the request except 1 time of 2-3 times. In conclusion, the stay in Guam was good. Thank you.
June 26, 2014
Rated 5 out of 5 by Ralphs1222 Guam
This Hotel has great features. I try to stay here whenever I return to Guam. I love the pools and all the common areas in general. The staff are polite and very helpful. The front desk manager Arnold was especially helpful.
June 21, 2014
Rated 4 out of 5 by FreqFlyer65 Busy Place
The Guam Sheraton is undergoing some long overdue renovations. The regular rooms have a constant mildewy smell that new carpet and paint should take care of.
The hotel consistently hosts events that overfill the parking lot, so if you are a guest there, I recommend not driving anywhere on a Friday or Saturday evening.
The maid service is usually great, but inconsistent, except they will always take a tip left for them. You may or may not get your towels and coffee replaced.
The hotel restaurant manages to pull off a great buffet every night. The Sheraton is still my hotel of choice when visiting Guam.
June 19, 2014
Rated 4 out of 5 by mimaminniema Thanks to Jamie
I was in trouble that my car rental reservation was just canceled.
but Ms. Jamie(I'm not sure the exact spell of the name.), the staff of westin, Guam, saved me.
She recommanded another rental car company, so we could finish our last day with red mustang!!
thank you for your kindness.
If I would go Guam, I'll choose Westin agian
because of heavenly bed and kind staffs.
June 5, 2014
Rated 4 out of 5 by KJWN Good for Guam
Hotels seem to be a bit dated in Guam so I would consider the Sheraton a good choice. The infinity pool is very nice and the second pool is great for kids. They need more chairs poolside, however, for the size of the hotel. Staff was friendly and accommodating. Free parking also great as well as a very good breakfast that was included in our room rate. There is free wifi in public areas but not in rooms. This is a future upgrade the hotel should make.
May 8, 2014
Rated 3 out of 5 by JMLee Everything is fine but restaurant.
I'm satisfied except La Cascata.
That buffet restaurant gave horrable experience to me.
Crowded dinner time, No staff most of time.
When I leave the restaurant, I spend 20 minutes to find staff for paying my dinner charge.
I was astonished about how staff can leave until customers still eat there dinner.
If you wanna good meal, please do not go La Cascata!
May 6, 2014
Rated 4 out of 5 by Makoharu confort hotel for relaxation
I experienced very confort stay for the good view of the ocean and sanset,the delicious dinner and breakfast,the beautiful view in the pool and confort bedroom.
But I 'm a little disappointed for the broken facilities such as the light over minibar and washlet of restroom in the room that don't work.
When I visited the surfer's point , the staff was absent,so I couldn't order anything.
I hope you improve these points.
May 6, 2014
Rated 5 out of 5 by Wayne01 Hotel and staff are exceptional
The staff treats you like family, always trying to make your stay as warm and friendly as possible. The food and amenities are exceptional! The only place that I will stay in Guam.
April 11, 2014
Rated 4 out of 5 by simple77 Nice Hotel with Friendly Staff
Check in was super fast and as a SPG member was upgraded to Club Level. Room was very nice, good size and fantastic ocean and pool view. Buffet breakfast was very good. What made this stay special were the staff who were very pleasant. The only negative is the hotel needs a renovation and no WiFi in room only wired.
March 12, 2014
Rated 5 out of 5 by gk0322 surprise red wine for our stay
we were surprised by a bottle of complimentary red wine given by the hotel, thank you!
and the spacious room made our stay very comfortable, and you will love the ocean view so much that you would love to stay as long as you could in your life~~
January 22, 2014
Rated 4 out of 5 by appleisland Pros & Cons
Stayed 3 nights on the SPG floor (lvl 6) facing the pool. Booked directly from the website and the process is very efficient with just a few clicks.
-very spacious & clean room, with a balcony giving a magnificent view of the infinity pool, superbly beautiful chapel and the sea
-big & comfortable bed and pillows, with a big chill-out round sofa at a corner of the room
- highlight of the hotel, the infinity pool lived up to its name… no matter whether you are swimming, chilling or photo-taking, this place is one where you don’t want to miss
-would like to compliment the BBQ buffet dinner manager (on duty on 29 Oct), Renato, for his excellent service. We had a very enjoyable evening celebrating my boyfriend’s birthday. Renato truly makes us enjoyed the Sheraton experience.
-located at the end of a corner of a small road (off the main road), this hotel may be hard to find
-no sandy beach (you can access the sea via a staircase from the side of the infinity pool, but it’s just the cliffs and the ocean)
-no porter at the entrance, I have to carry my luggage myself to the check-in then to the room & check-out
-BBQ buffet dinner at USD60+ is exorbitantly expensive given the lack of variety of food (no seafood). There’s only rice, duck, chicken, a wrap containing fish+scallop (which runs out superbly quick with slow refill), salad, cakes and fruits.
-The Sheraton Adventure program was not communicated to us, neither is it published anywhere in the hotel, hence we did not know of this and regretfully missed out on it. I believed this is something that the management should work on creating awareness.
-not accessible to the main happening area (Tumon) unless you drive or take the expensive trolley bus at US$4 per trip
-wifi only in lobby, internet in room only via cable connection
November 7, 2013
Rated 4 out of 5 by Horatio Incredibly friendly people
This was my first trip to Guam for, you guessed it, diving. My overriding comment is that the people this hotel, and indeed, throughout Guam are exceptionally friendly.
The hotel shows its age but is clean and well-maintained. We were upgraded to a suite and enjoyed free pickup at the airport and to the airport as well as complimentary breakfast in La Cascata, the main restaurant.
There are two very nice pools and a walkway down to the sea, from which you can snorkel out to a small beach and island.
Various buses stop at the hotel to take you to the main duty free shopping areas and elsewhere.
A very nice hotel, inexpensive and exceptionally user-friendly.
October 31, 2013
Rated 4 out of 5 by YKNg Good service, nice room
We arrived in the early morning from Seoul and was met by the hotel staff (airport pick-up arranged earlier). We managed to check into our room quickly as there were no other visitors at that time and we had pre-booked the room for the previous day.
Our room had an ocean view which was really nice. We had earlier requested for a room on a quiet floor and was delighted that we had uninterrupted sleep throughout our stay.
The front counter staff were very helpful and attended to all our requests. We managed to book a 1/2 day south island tour with their kind assistance.
I took a dip in the swimming pool and was pleasantly surprised by the cleanliness of the water.
The hotel staff were very helpful and assisted to take photos with our camera when requested.
Free wifi was available in the hotel lobby and this was very useful to keep ourselves connected with love ones .
The hotel was situated outside the main city centre therefore we had to rely on the buses to move around. The buses stopped at the hotel entrance and served the many shopping complexes on the island.
This was our 1st visit to Guam and we were blessed with good sunny weather for most of the days. We enjoyed our holiday and will visit this lovely island and stay at Sheraton again in the future.
April 7, 2013
Rated 4 out of 5 by sladeagain SPG elite recognition exceptional
My second stay at this hotel. Overall, quite satisfied with the suite upgrade. Lovely room and L`Occitane ammenities.
PROS:Free shuttle pick up to/from airport is a great benefit, as taxis are pricey. Dont need a car in Guam but ground transportation is a burden. The hotel was fantastic in providing ground transportation to restaurants, Kmart (a must stop for all visitors) and shopping malls.
CON: Breakfast in the make-shift lounge is ahh so-so. If you dont eat Japanese food, the selection is minimal. Should provide the option of elite guests to eat in the main restaurant as well
March 27, 2012