Rated 5 out of 5 by MFG8888 The Sheraton at Mardi Gras
We had a wonderful time staying at the Sheraton on Canal Street for the weekend before Mardi Gras. The facility and staff are first rate, and the location is perfect. Access to our vehicle was always prompt; checkout on Sunday morning, while chaotic at other hotels in the area, was very fast and smooth. My only complaint was the charge for internet access. We paid premium rates for this time block and a minimum stay; loading internet fees on top of this is just a bit greedy.
March 3, 2014
Rated 4 out of 5 by James63 Mardi Gras 2014
WE have stayed at this location of Sheraton for this event each of the last 9 years and we love it here & have no plans to change but we have had billing issues most of those years - this year no exception. I will be contacting the hotel after the Mardi Gras season ends to discuss it with management there with hopes of resolving it
March 3, 2014
Rated 1 out of 5 by Birdie2 Big Flop in the Big Easy
We visit New Orleans often and have stayed in almost every hotel in the city at one time or another. This trip, we stayed at the Sheraton because it was the hotel where our Krewe booked. IT WAS HORRIBLE! I know it was Mardi Gras, but it was Mardi Gras everywhere, and other hotels still managed to provide comfort and service to their guests.
Nothing worked. The ice machine on our floor was nonfunctional the entire five days. The telephones often didn't allow us to answer - they immediately clicked to "guest is not available" then wouldn't record a message. The closet was too small, and the safe (inconveniently located on the floor) shortened the hanging space to shirt length, while the ironing board and iron used up the rest of the closet. No refrigerator in the room, no TV guide, small dingy tub, small ice bucket, especially when the trip to the ice machine required an elevator ride.
As bad as the facility is, management is even worse. There were lines for everything, which we would accept during Mardi Gras if all the posts were manned with competent and polite staff doing their best to cope with the crowds. But that was not the case.
Surly security staff prevented us from accessing the elevators to our room, and made us stand in line. Housekeeping started knocking on the door early in the morning, then failed to clean on two occasions after we vacated the room.
Restaurant was severely understaffed for breakfast even though the hotel was booked to capacity. Only half the tables were set up for service, only one good waitress, and one good hostess who attempted to help serve . There was only one cook behind the buffet to make omelettes, waffles, pancakes, and fried eggs, so breakfast took forever. No salt or pepper on the tables and coffee refills were scarce. Although the line to be seated wound out of sight, our waiter never quickened his snail's pace but he informed us that they were short of tables (remember half of the tables in the room were unavailable and not set up for service) and asked US to hurry up.
At 3 am one night, it sounded like a giant began pounding a drum in which we were trapped. Upon investigating, we discovered a cable or rope flopping in the wind and banging on the exterior wall outside our room. We informed the front desk more than once, and they said the contractor in charge of the rope was unavailable until 8 a.m. We gave up on sleeping and left the room at 10 a.m. while the rope was still banging away. As compensation for the noise, the hotel reduced its charge by 30% for that night, but the reduction was inadequate considering how little we slept.
Nothing about this hotel would entice me to return voluntarily. Maybe not the inmates of state prison, but I'm pretty sure that the inmates of some federal prisons have a better experience than we did at the Sheraton.
March 5, 2014
Rated 5 out of 5 by Kikilee Good Customer Service
I want to thank Ruth Carter the reservation coordinator for being so helpful in responding to my email with questions about rooms. So many organizations have an email link on their web site, but never take time to answer you. Ruth responded the next business day, and was extremely helpful. If everyone at the Sheraton is that nice, I'm sure I will enjoy my stay next week.
February 17, 2014
Rated 5 out of 5 by History28 First time impressions
For a hotel with over 1,000 rooms, the staff here made us feel as if we were their only guests. From the car valet to the outstanding check-in experience, the staff at this hotel does an outstanding job of personalized service and attention to detail.
In particular, Mika, the Club Concierge Supervisor, was most gracious and made us feel at home. We simply can't commend the management and staff enough for a wonderful time.
March 1, 2014
Rated 1 out of 5 by LadyGator Utter lack of Professionalism by the Management Team
It is unfortunate that I have to rate this in such a negative way because I truly love the property along with the housekeeping and wait staff. These guys are the unsung heroes and the true engine that set this property aside. They are hardworking individuals who strive to provide great service and attention to details. The accommodations are also absolutely beautiful with the renovated suites.
It appears that the same service training and accountability has not been transferred to the management team.
This is my 2nd stay at that property with the SAME issue. I opted for the green program and for some reason, I am finding myself having to go through all kinds of bureaucracy to get my points added to my account. I am owed 1,500 points which was confirmed at departure as well by the young lady at the front desk. So here is the recap:
- Once the 10 business days elapsed and the points did not appear I contacted SPG Platinum service. They apologized for the delay and offered to send a message to the property to resolve the dispute. they alerted me that someone would be reaching out.
- One day later I received an email from Christine acknowledging the message from customer service and reaching out to offer assistance.
- I called Christine back and explained that, even though, I signed up for the green program and redeemed my coupons at check-out I had yet to receive my points.I explained to her that, while I stayed for two nights, I was given an additional 500 points as a service recovery for an issue during my stay for a total of 1,500 points.
- She told me that she was not able to help in her capacity and offered to send me back to the Platinum customer service. I had to explain to her that they were very clear in stating that these are resolved at the hotel level (and I also know that from previous dispute with them).
- So she offered to send an email to the Front office Manager with a copy to me which she did the following day.
It is now close to five days later and not ONE acknowledgement of that email by the Front Desk Manager. Not ONE follow-up by anyone on that team wanting to reach out to me.
This to me takes the cake and is an egregious sign of unprofessionalism and a complete service failure.
Last year I stayed one week in March and finally resolved my green point dispute in May. just totally unacceptable and I will not allow that to be the case again this year. There are plenty of other SPG properties within walking distance and I will be happy to take my business to one of them during my next scheduled visit later this year.
Since the Management team seems to not care about an email reply, I am certain this review will get their attention. I am a LOYAL SPG Patron who has stayed at SPG hotels across the globe and is proud to call myself part of the family.I have come to expect a minimum from the respective places and I am afraid to say that this management team has FAILED to meet even the minimum expectation placed on the SPG brand.
March 3, 2014
Rated 5 out of 5 by Runner Service beyond expectations
We stayed at the Sheraton New Orleans for marathon weekend. On the day of departure enroute to the airport, my daughters realized they forgot their passports in the room safe. Security couriered the passports overnight to us in Canada. A big sigh of relief. Thank you.
February 4, 2014
Rated 4 out of 5 Very nice stay
I was sort of hesitant about this hotel after reading some of the reviews...but I can honestly say most of the reviews on here are not correct. The hotel was very nice, the room was clean and also very comfortable. The only negative I have about this stay is the buffet breakfast price...it was almost $50 for 2 breakfast buffets...that was crazy in my opinion...very OVER priced...but other than that...I would stay here again, and find another place to go eat for breakfast!
February 25, 2014
Rated 5 out of 5 by Jenn2010 Beautiful View of the City and River
I loved the view from my room, which had wonderfully updated and modern features. The full length window with shutters that opened all the way allowed for a beautiful view of the River and the city sky line to the River. I enjoyed my time at the Sheraton.
February 11, 2014
Rated 5 out of 5 by tep394 Concierge/Tour Desk Amazing service
Everyone working at the concierge desk was top notch. They were extremely knowledgeable and gracious in assisting those of us new to your wonderful city. Every recommendation they made resulted in a perfect evening or outing.
February 10, 2014
Rated 3 out of 5 by NAEH1 Okay hotel
Given the cost of the hotel, I expected the hotel room & especially the bathroom to be cleaner. I expected equal amounts of hot and cold water. The proximity to the French Quarter was fantastic and the people working in the lobby would great. But overall, I wouldn't recommend the hotel unless it was discounted rate because of the cleanliness issues.
February 23, 2014
Rated 5 out of 5 by Lori47 Hotel is very friendly
The staff at the hotel was extremely friendly from the front desk to the wait staff and bartenders. They made you feel very welcome. The hotel is an excellent place for a conference and close to all of the local attractions. My stay was very pleasant and I would recommend the hotel to everyone.
February 9, 2014
Rated 4 out of 5 by hvm22 Good hotel for business meetings
Nice location to set up business meetings.. On the edge of the French Quarter and centrally located.
I choose this hotel when I have business clients come to town.
September 18, 2013
Rated 4 out of 5 by hapeit Great location
Great location on Canal Street. Nice staff and comfortable bed.
February 23, 2014
Rated 3 out of 5 by BMGF problem with gluten-free meals
At the ITAA conference - the meals that were provided for people who need gluten-free was not acceptable. There was a sauce used that had wheat in it.
my colleague and I have severe allergies if we eat wheat.
- the staff who were catering to the ITAA meals were not knowledgeable on gluten-free - problem with wheat.
- the staff were not mindful/caring about our needs
- when I was presented with food that I was not comfortable eating - the wait staff rolled her eyes
- I am notifying the ITAA conference in regards to the problem.
Positive feedback - Staff in the lounge area near the front desk were accommodating to our needs.
October 19, 2013
Rated 4 out of 5 by Egypt Great location, central to everything
I stay here whenever I come to town. It is in walking distance to everything, including the French Quarters, convention center, super dome.
February 22, 2014
Rated 4 out of 5 by Amanda09Fleming Thanks to Jenee
I had an issue with printing a document I needed in a hurry. Jenee, a staff member at the check in desk, tried to help. When the problem still couldn't be fixed, she went about and beyond to find me a quick solution and did it with a smile. I was super stressed and she came to my rescue!
A+ service for my entire stay. Thank you!
February 21, 2014
Rated 5 out of 5 by dands Wonderful location - Great staff!
Four of us stayed in two rooms for a long weekend which included the Rock 'n Roll Marathon. The Sheraton's location was absolutely perfect, for the race as well as for MANY sight seeing opportunities. Not only did the staff do all they could to help the runners, from providing safety pins to opening Starbucks at 4:30 AM, but it was also Super Bowl weekend, and the staff turned the lobby into a fantastic viewing area. Other plusses were the fitness center, one of the nicest I've used, and the incredible river view we had from our room. Our only negative was a shortage of hot water, depending on the time we showered. However, it was nothing we could not deal with. Overall, our experience at the New Orleans Sheraton on Canal Street was very positive. I cannot compliment the staff enough, from the car valet to the bellmen to the front-desk staff, everyone was welcoming, helpful, professional, and so very nice. Excellent hotel choice!
February 5, 2014
Rated 5 out of 5 by DGRE Always look forward to my stay in New Orleans
This property does it right. the front desk is always friendly with greetings, efficient, great location and if upgraded, the suites are so nice. Standard rooms are very nice as well. Blaine in the lounge is just wonderful. I'm headed back this way in a week and am looking forward to yet another perfect stay.
February 5, 2014
Rated 4 out of 5 by Mickie39 conference site
The facility was good, most enjoyable. The two conference lunches were held here as well. They were understaffed substantially, which made staff late to next meetings.
February 21, 2014
Rated 1 out of 5 by NotReady Terrible Service
Our check in time was promised at 1:00 pm. We were told the rooms were not ready and we would be called when the room was available. I received a call at 5:07pm.
February 21, 2014
Rated 3 out of 5 by Truckguy Its time to stop charging for the internet
Aver all a nice property but stop charging for the internet when you are member of the SPG program. Went to the lobby bar 1 time during my stay way over priced and poor selection. Took 2.5 hours for beers and and a sandwich. At the conclusion of our night we noticed that a gratuity was added for a party of 5, did not care for that at all I tip 20%.
February 19, 2014
Rated 4 out of 5 by anitapampers Wet floors and waited 25 minutes for security to let me in my room
I originally checked into a room on the 40th floor and was really excited to have such a great room, near the elevator with a wonderful view. Soon after unpacking, I discovered the bathroom shower faucet would not stop running. Not just a drip-running. Couldn't turn it off. Then, as I was putting clothes away, I noticed the floor was wet. A huge section of the floor in front of the closet was just wet and gross. I moved rooms to the 34th floor.
I locked myself out of my room as I was getting a towel from housekeeping. She was wonderful an called right away for me, however, I waited 23 minutes for someone to come. She was very apologetic but security wasn't.
Nice hotel in a great area, but I'd think twice before coming back
February 13, 2014
Rated 1 out of 5 by sportstv Horrible experience..
Room was located next to elevators so did not get ANY sleep until staff could finally move us and the new room was 5 times smaller! Maid service knocked on doors and were loud with each other outside of our room early in the morning - so much that it woke us both up. Terrible experience for $300 plus per night!
February 18, 2014
Rated 2 out of 5 by MJLMD DIsappointing stay
I have stayed here before and by far this time my experience was well below expectations. It started when I arrived and the valet left a car blocking the entrance on the side walk for 10 minutes keeping everyone from pulling in to check in. Then, actually checking in took another 30 minutes as individuals were allowed to jump the line and get in front of others waiting patiently. I know it was NBA All Star weekend but the staff saw this was going on and did nothing to rectify this but apologize when I got to the desk. The hotel was also loud and on the second night I received a 2:35 am wake up by a staff member trying to deliver room service to my room even though I did not order it. FInally it concluded with getting into my car and making it three blocks out of the hotel and having my tire sensor go off and finding I had a flat driver side tire with a nail in it, something that was not there when I dropped my car off.
I was there for conference meeting. We have had the meeting there the past three years. The meeting inself went smoothly and the hotel did a great job with it.
I am staying at the Sheraton with my family in two weeks as we are coming in for Mardi Gras. I believe that this experience was just an anomoly and in two weeks my experience will be great. However, I believe you should be made aware of my last visit as a way to help improve your service. I also hope that the comments about the valet are not passed off as this being a contracted service with another company. They work at the Sheraton and represent your business. If they are working at a low level of service, then this reflects poorly on the hotel.
February 16, 2014
Rated 2 out of 5 by SaSweetari New Orleans Vacation
I typically stay at Sheratons on business and leisure. I have been to this location before and was surprised at the poor experience I had. There was no one incident but overall, there were just long lines to get check in. My bathroom had terrible water pressure, hair in the bath tub upon arrival. Our door lock consistently had issues with our key even though we weren't putting them near cell phones/credit cards. The door lock would open whenever it felt like it so we had to go to the front desk at least twice a day per our stay. This and the long lines added up a wait time.
February 6, 2014
Rated 4 out of 5 by Ready sinks while washing hands
Bowl too far away from front edge of counter especially on 3rd floor for convention area. Men's tie drags on wet counter while leaning forward to wash hands. Very poor design.
February 14, 2014
Rated 3 out of 5 by orange1000 this hotel needs a lot of work
when I got to the hotel my bedside light switch was broken. I called two times a day for 3 days with no results. I finally called a manager and got it fixed
I ordered a glass of wine in the bar. it came in a dirty glass. I sent it back and then watched the bartender pour the wine from the dirty glass to a clean one and sent it back to me
February 12, 2014
Rated 5 out of 5 by Arizona Excellent
The check-in process was really quick. Kim took care of checking us in and upgrading us in just a few minutes (we were even able to check-in a few hours early, too!). It was a great start to our trip.
The room was spacious and the king bed was comfortable. The room and bathroom were very clean. Our view of the Mississippi from the 45th floor was great!
We walked in to the French Quarter everyday- the location is perfect for ease of walking to the quarter, aquarium, and river.
My only complaint is about the $38/night parking. I think it seems a bit excessive, but parking was expensive all over the quarter.
We'll definitely return to this hotel.
January 21, 2014
Rated 3 out of 5 by JH41 Beautiful facility with some limitations.
Attended for business conference - could hear speakers in adjoining rooms. Can hear elevators from hotel rooms even if you are not by elevators.
February 10, 2014