Rated 4 out of 5 by Mapper Great Room & View but...
We had booked with Sheraton for the annual ESRI conference in San Diego. The room was clean and had a great view of the marina with the airport in the background. We ate in the hotel a couple of times and the food was excellent; however, the service was just "OK " (e.g. both times had to flag down the waiters for water refills, drinks, etc. and for BOTH meals, no one checked on us to see if we needed anything, etc.). Since the food was excellent, we tipped the customary 20%.
The room itself was clean and very comfortable; however, the TV did not work for two of the nights. I called down and spoke to someone at the guest services desk to ask for someone to fix it and to find out if I had to pay for viewing the local channels, and they assured me that I did not have to pay to view and that a "technician" would be up to our room to fix it. We waited all afternoon and into the next night with a "no show". On the third night, the TV miraculously started working (yay!) but we never did see that stealthy "technician" that was supposed to visit our room.
Anyway, besides having no TV for two nights and so-so meal service...the hotel was wonderful and I would recommend this hotel and book again next year. Just make sure everything works when you get your room or you might have to do without.
July 21, 2014
Rated 4 out of 5 by JoJoCo Great location, needs updating
Marina tower is beautiful site with fabulous all around views, plus proximity to the airport is key. The downsides were a) Moorings restaurant clealy understaffed, service was slow & b) room decor was tired. Very high price for room plus $24/day self serve parking is ridiculous. Room charges were nearly $100 over the standard corporate rate for my company w/o parking. Access in/out of the parking area was awful; key cards didn't properly work. Took up to 5 tries to get in/out.
August 1, 2014
Rated 3 out of 5 by Ravi2Cool The tangibles are great the intangibles need improvements.
The tangibles such as rooms, public areas are great. Very high standards,. But the intangibles such as the responsiveness and empathy were lacking in some staff. Staff need to be trained in customer service.
August 4, 2014
Rated 4 out of 5 by Aburi41 Very nice hotel
Hotel was very nice and the accommodations were good. The views from the hotel looking at the bay are outstanding.
August 4, 2014
Rated 4 out of 5 by bergie Nice hotel with some needed touches
As a platinum member, nobody seemed to understand the level of options that goes with being a Platinum member. The front desk staff had no clue. I was told several things that contradicted each staff at the front desk. Loved to got them all and the accounting office in the same room to give them a sheet of questions to answer to see all the different answers. LOL
As long as you know yourself what all you get you will be fine and find the right person to agree with you. LOL
The accounting office via phone on my way home fixed me up at the end with my invoice.. .. they saw and fixed it before i could say a word after giving them my bill #.
The hotel is nice... the basketball court needs some tender loving care. The VALET crew was AWESOME! helpful, cheerful..
The restaurant Staff was awesome!
The Club lounge staff needs to be cheerful.. friendlier .. they were just there.. Tips would happen more if they became more of a friendly host... i bet.
The massage chair attendant in the lounge was a nice touch which i used.
Room special requests had to be asked again each day.. extra towels. Even giving the cleaning lady a heads up pls to leave some extra- large towels we did not get them. What can i say.. shower a lot. :)
I will be back ... hope to play some basketball.
August 4, 2014
Rated 4 out of 5 by Auker Terrific hotel
I have stayed at this hotel a number of times and it still is a great place to stay. Great views, facilities, and staff.
August 4, 2014
Rated 1 out of 5 by jonjon1018 Hotel Service is POOR
The staff at this hotel is trained at one thing--How to apologize!
I had several issues including:
1) My room was not ready upon arrival (I arrived a bit early) and I was understanding of the situation. The bell staff stored by luggage for me and I was told my room would be ready within an hour. The desk agent took my cell phone number and said he would put a "RUSH" on my room and call me as soon as the room was ready. After two hours I returned to the desk and my room was still not ready. A bellhop returned a few minutes later to inform me that my room was not ready and the staff was trying to call me but the didn't have my cell phone number. I didn't realize that "we are so sorry" would be something I would hear several times at this hotel.
2) After the long wait for my room, upon my entrance, I noticed a furnace filter sitting in the room. I kicked off my shoes and stepped right into a soaking wet carpet. I looked up to notice the brown ceiling leaking water. I called down to the desk only to hear the familiar "we are so sorry".
3) My room was never serviced until very late in the afternoon. On the first full day of my stay, my room had not been serviced at 4pm. I called the front desk and they let me know they were "very sorry". During this experience I also learned that being able to talk to a manager at this hotel was next to impossible.
4) I had a very bad experience in the restaurant by the pool. When I called the front desk about the housekeeping issue, I also reported this incident and received the token apology. I was told the manager would be notified.
5) My bill was not correct when it was time for me to check out of the hotel. I had to wait nearly 30 minutes to check out and receive a correct bill. Yes, the front desk agent apologized.
The room was not clean (hair & dust everywhere) and was poorly stocked as far as towels were concerned. On a positive note, the employees I encountered at the indoor restaurants (breakfast and dinner) were great and seemed to be cut from a different mold then the aloof front desk staff and non-responsive management.
TODAY I received an email from the Assistant Front Office Manager in response to the hotel survey I completed. His form letter apology was insulting. The response is not surprising; however, the staff has mastered the art of the apology. Making it right and follow-through do not seem to be a part of the management philosophy at this hotel--it shows.
August 5, 2014
Rated 3 out of 5 by CKCinSD SPG Lounge Differences
I really liked everything about the hotel - except for the staffing levels that they kept at the SPG Lounge on the top floor and at the front desk. I really felt bad for these folks. Both the times I was there for happy hour & breakfast, it was jam packed - which is OK and expected during the summer in San Diego. However, there only seemed to be 1 or 2 people working at any one time. That lead to the following issues: a disaster of a mess around the food area and on the tables because they couldn't clear them fast enough, a half-empty if not more selection of food & drinks, unhappy guests always waiting for something, and hard working employees that could never satisfy the needs of the guest. The Sheraton really needs to staff accordingly for these times that the guests who are either paying a premium OR have status should be treated accordingly. On top of everything, the inconsistency of the lounge benefits really hurts the overall experience - some you have amazing food, great service and free beer/wine and some you literally have scraps of food and free sodas. I would not spend the extra to get into the lounge if I knew what I was going to experience. Everything else about the hotel was good - the room, the bartenders & drinks downstairs, the pool, the surrounding areas.....just staff your hotel right and stop trying to save money on what is most important. Service.
August 4, 2014
Rated 4 out of 5 by umustbcrazee Great location, great amenities, great food!
Great view of the water as well as the downtown area, and I was surprised at the quality of the food! Pools were great along with the fitness center. Would stay again.
August 2, 2014
Rated 2 out of 5 by CCar Bad Service, Dirty Carpets
The trip started out badly when I ordered a Hefe Wiezen from Nick, the bartender. When I tried to explain how I wanted my beer poured, which is important for a Hefe Weizen, I received attitude and a bad $8 beer. Took one drink and left.
The carpets outside look dirty all the time. The cleanliness of the outdoor areas, as seen from the walkways, have lots of trash. There was a napkin I passed one afternoon only to have it greet me in the morning. The overall feel of the hotel was dirty.
In contrast, the conference areas were great, the staff was friendly, and the food was pretty good.
July 24, 2014
Rated 3 out of 5 by Lodi Damp feeling in Room
Our first room felt damp but didn't know how bad it was until we were moved to another room. The staff was very helpful in making us feel comfortable and meeting our every needs. Must commend them on their customer service.
July 31, 2014
Rated 5 out of 5 by sm52 A great stay
We had some initial difficulties with our room but the "room controller" fixed the problem and our room was excellent. The staff on all fronts were helpful & courteous. The hotel is beautiful and has numerous areas where you can sit and relax. The club room was
a wonderful addition to our stay as well.
Although there is a variety of dining choices and the dining places are well decorated and the staff very good, the food was just mediocore.
July 28, 2014
Rated 5 out of 5 by Geo10 41st anniversary trip
We had a great experience. We love S.D. and have become spoiled bySPG but your hotel was truly more than I expected.Fab property, great location and top quality, friendly service. Jessica at rooms controller and Cecilia at the concierge desk went out of their way to make sure every part of our stay was tops. As usual, the facility was clean and exceptionally well maintained. Most of all, friendly. Wait staff, valet, guest services, all made us welcome. As I told Jessica, after 40 yrs in customer service,I notice the little things and appreciate those that do the same. Thank you.
August 19, 2013
Rated 4 out of 5 by Zzyzx Nice Hotel
Second time staying with a discounted rate through ComicCon. The hotel is nice. They have one feature there that is really cool and that is if you need anything, you text message them. The response time is really fast.
July 29, 2014
Rated 5 out of 5 by AMRJ40 Great Location
we have stayed at this hotel before and again was satisfied with the location, helpfulness of the staff. It is also close to many great attractions that we visit.
July 29, 2014
Rated 4 out of 5 by FPSymposium July Visit
Great quick stay. View and location excellent!
July 29, 2014
Rated 3 out of 5 by PEP30 NOT WORTH THE PRICE
THE HIGH RATE DID NOT COME WITH ANY EXTRAS INCLUDING FREE WIFI
July 29, 2014
Rated 4 out of 5 by bc14 Good hotel, transportation unreliable
Big Bay Shuttle was inconsistent. Great idea but I noticed some drivers would double back for riders on the way back but not for others. Either do it for everybody or don't do it at all. Waited 45 minutes for a shutlle and then took another 25 minutes to get to the hotel on my way out. Again, if it was consistent, this would be a good service. As is, I would say that I would not rely on it and give yourself an extra hour if you plan on using this service.
I liked the conservation idea, Don't need to give an incentive and I think people will do it anyway.
July 21, 2014
Rated 5 out of 5 by AndreaJ2013 Sheraton S.D. Hotel Always Exceeds Expectations
The Sheraton S.D. is wonderful, whether for biz or pleasure. Stellar staff from the GM down (including his outstanding Exec. Asst.). They always exceed our expectations and leave us wanting to return the moment we've left. Easy access to downtown, airport, Balboa Park, etc, and great pool, restaurant, etc.
Definitely visit the Sheraton S.D. Hotel. You'll be glad you did.
July 26, 2014
Rated 5 out of 5 by Grace248 This hotel is situated in a very beautiful, restful area of San Diego.
I enjoyed my stay in this hotel. I was particularly pleased that I had close proximity to the AACC conference which was my reason for staying in San Diego. My experience here was very positive. I felt the staff was accommodating and polite. The room was very comfortable, and the restaurant food was very healthy and tasty.
July 26, 2014
Rated 4 out of 5 by Ed2014b Great Facility, poor service
The facility is great and really brings you to your happy place. Then reality sets in...the pool restaurant and bar has last call at some ridiculous time like 7 pm. At this point, you must walk inside to get any food or drink...EVEN if you have full tables and restaurant....they just don't care or want to serve you.
The next worst thing is the club level upgrade where you can pay for club level access with hors d'oeuvres and breakfast. The breakfast is the same every morning and the ladies stop you if you want to take more than one bottle of water per room! Really? One bottle of water per room when your room has 3-4 people in it?
Finally check out is the icing on the cake! We have stayed there two years in a row and the bill has never been correct. From improper charges to listing out every 31 cents worth of San Diego taxes available. I have never seen an 8 page bill for 6 days worth of stay and the bill uses only 1/2 of the page, so you get a book to take with you when you check out to leave! Once corrected, they print you out another 8 page book. Such paper waste in this green day and age. Oh yeah, and when you get home, you get one emailed to you. Try consolidating the 5 lines per day that add up to about $5 worth of taxes and just call it that. No one cares who in San Diego is collecting 31 cents from you. Save that for someone who cares.
A few minor improvements to your people and process and you will have a real gem!
July 28, 2014
Rated 4 out of 5 by nynative56 Great place to stay
I was at the hotel for a meeting along with 225 of my colleagues. I arrived at about 11:30 am and was told my room wasn't ready and that they would text/call me. they stored my luggage. After waiting well over 4 hours I finally got my room. It was fine. My only concern was that as a CA resident, we are in a severe drought and it was NOT mentioned at all - no signs asking me to hang up my towels, no mention of it at the front desk. I was very disappointed. In fact I saw the planters' sprinklers going off every day. Please be considerate of our state's drought and TELL YOUR GUESTS.
July 17, 2014
Rated 3 out of 5 by Nouda This hotel needs Customer Service improvement
I lost my stuff during room's exchange & no one ever answered a call
July 7, 2014
Rated 4 out of 5 by takencareofbusiness Relaxing get-away
I spent 5 nights at the San Diego Sheraton Hotel and Marina on a business trip and was presently surprised how much I enjoyed my stay. I thought the distance from downtown San Diego would be a negative, but I loved sitting on my balcony overlooking the marina after a long day of work, far from the craziness of the gas lamp district. The public spaces are comfortable, workout room well equipped and pools/hot tub very nice. The dining areas have a fantastic view of the marina. Great place to stay for families too. The staff were polite and helpful.
July 19, 2014
Rated 2 out of 5 by James246 Multiple Problems
I travel maybe twice a month. This is one of my worst hotel experiences I can recall. To start checking was very slow. My reservation was messed up, somehow a two night reservation was split in two single night reservations and the rate was different on the two reservations. I had to check out (turn in my key and get a new one) and recheck in the second day because of it. I signed up for the Green Program and did not receive a discount coupon as promised. The desk clerk seemed very unsure of what he was doing and went to the back room for lon periods to make inquires. The room was noisy, not only from the airplane noise bu sound travel between rooms more than in most hotels. The meeting room were either to hot or to cold and the PA systems were inconsistent. Finally the breakfast food the second day was way sub par. About all I can say on the positive is that the views or the bay and marina are nice.
July 24, 2014
Rated 5 out of 5 by Psmurf1 Great stay
Staying at this hotel is like living on the water with a cool breeze. We left Phoenix at 110 degrees and arrived here to 70 degrees. We stayed using our Starwood points and were upgraded to a Marina Suite. All the amenities plus great views from two balconies. well worth extra points needed. The only drawback is the bathroom is really small for such a large Suite (600 sq ft).
The Club lounge on the top floor offers a great view and some munchies for free but the drinks cost..
We drove but if you flew in you would not need to rent a car as they have an airport shuttle as well as local shuttle bus stops at the hotel to take you on a tour and cost only 3..00. It you drive to these same places you will have to pay for parking. Parking at the hotel is a little steep at 22 dollars per night or valet for 30 dollars.
August 20, 2013
Rated 3 out of 5 by Mumtravels4work Have had much better experiences
So having stayed here before and being a platinum member I thought this would be fun with my kids. Wow it was terrible. Actually funny how many things went wrong--almost everything, from being told dollars were better than using my SPG points (nice loyalty program). Having to pay for my club level even as a plat member, being locked out of my room--not once, not twice--all weekend--if the key got wet it didn't work, if it was close to money it didn't work--you get the idea, then I'd be lectured every time be security. It was so funny--at one point there were 3 families on my floor all locked out of their rooms-- and security lectured us all! Here's an idea maybe its not all of us. To the topper--actually having someone else walk into my room with his luggage as my 5 year old daughter is in the bathroom--it scared her half to death as the man was convinced that it was his room since the keys worked. I understand summer is busy but other hotels don't seem to have this problem. And no other SPG I have stayed at has has this type of service problem. The only shining light was the restaurant staff at the pool. Particularly Brianna--please give her a raise and don't let her leave--she could run a training course for other parts of the hotel. Housekeeping was also great! The hotel was packed but everything was clean--thank you.
July 7, 2014
Rated 3 out of 5 by DaveFromtheTundra This hotel has a lousy parking lot
Half of the $24/day self parking lot is a dirt lot and the other half always seems to have sprinklers that coat your car with hard water calcium (or something). I don't know what it is, but every time I park my car at this hotel, I have to get a $10 wash afterwards. For $24, I'd expect more than a dirt lot. Otherwise, the hotel is fine.
July 24, 2014
Rated 3 out of 5 by brownie older hotel....
This hotel is an "older" Sheraton with small rooms and bathrooms. The hotel is located near the San Diego airport which is convenient however when you open the sliding glass doors you are overcome by jet fuel odors and noise! The walls are "thin" and I was able to hear noise from the rooms nearby. Did not get an upgrade with my Platinum status ... had to ask for the amenities and no upgraded room. The Club Lounge was nice. The location is great for the airport but you must take a taxi to do anything else in the area... nothing nearby (stores, shopping, tourist attractions, etc.).
January 17, 2012
Rated 5 out of 5 by Bill96760 Excellent Facility and Personnel
Excellent Service. Door men. Front desk and concierge. Excellent Facility
July 25, 2014