Rated 2 out of 5 by Marmee1945 Disappointed in room
We were surprised to find such a small room, stained carpets, stained grout in shower. Also surprised to find that there was a charge for wifi and breakfast. All of this was not expected at a hotel that prides itself on its name.
July 28, 2014
Rated 4 out of 5 by Inha Some notes
I had some issues regarding noise from other guests and it continued although I called the reception.
I ordered room service once and they forgot my request.
I skipped the room cleaning but the cleaning team should check if any items must be replaced (like soap, facial tissues, body lotion).
Overall it was a nice stay and I am happy to be back in September.
July 26, 2014
Rated 5 out of 5 by Jrjrlr Great outside seating area for family hangs
Hotel had excellent staff - very customer service focused. Also amazingly comfortable beds. We were here for a family wedding and the outside fire pits and seating made for the perfect spot for a family hang.
July 23, 2014
Rated 4 out of 5 by FEBasci Malibu alternative
We booked the hotel as it was the most convenient and cost effective hotel in the area to visit our friends living in the Malibu canyon area. it was easy access to the highways and the mountains so getting around was great. The weekend we stayed was booked solid and had hundreds of people about the place. The public spaces could accommodate them. The rooms were well insulated and didn't hear anyone. The hotel views were not what you would call stellar; our balcony opened to the roof top units of the adjacent restaurant and public spaces. The sun courts near the pool made up for that as a nice quite place to read a magazine.
July 22, 2014
Rated 5 out of 5 by Eous1 Good business hotel
Has everything I need for a business trip. The good ratings above reflect the loud A/C unit that kept waking me up. I don't remember being recognized for being SPG member. I'm not a high level SPG member so I didn't expect to be greeted with fanfare.
July 21, 2014
Rated 3 out of 5 by Mads My Stay
** Wifi keeps dropping the connection. Sometimes the network is completely down for hour to couple of hours. I had to log off from a meeting.
** Free Breakfast at Club Level is under staffed. One guy keeps running from one place to another due to over whelming crowd.
If you are late by an hour, nothing left to eat except cereal.
July 21, 2014
Rated 5 out of 5 by Manuelmanvc An amazing welcome at the front desk
It was all about Felipe! From the moment I looked at his name tag and we both realized we were Spanish-speakers, we launched into a wonderful repartee about the World Cup, Colombia (his native country), Spain (our respective ancestors' homeland), and life in SoCal. He made my arrival a pleasure and took care to let me know he would be at the ready to address any concerns I might have.
A great stay!
July 20, 2014
Rated 5 out of 5 by Brymarine14 Faultless
As always the best levels of service and professionalism. Extremely friendly and helpful. Restaurant (breakfast) fantastic selection of foods and staff extremely attentive. Club lounge staff available and in the background always willing to help.
July 19, 2014
Rated 3 out of 5 by drken Good But Could Be Better
This hotel was quite full for most of our six night stay. Despite the high occupancy it was one of the quietest hotels that I have ever stayed in. The room was quite comfortable, there was ample parking and the restaurant food and service were quite good for the one breakfast and one dinner we ate there.
Unfortunately, there seemed to have been a lack of coordination and a number of small things that detracted from the stay. One of my bags did not arrive at LAX. When we got to the hotel at 9PM we enquired whether the bag was delivered and were told "no." This necessitated purchasing replacement toiletries and over the counter meds. The next day when we contacted the airline, we learned that my bag had in fact been delivered at 7PM the previous night before we had arrived at the hotel. Additionally, the room was set up for 2 people (towels) despite our registration which indicated 3 people would be in the room (my wife and I, and our adult daughter). This was again a problem on the final 2 days of our stay. The coffee maker had no easily accessible plug behind the dresser. When plugged into the bathroom outlet it cut off three times before the brewing cycle was completed. Our room key failed to give us access to the Club Lounge the first two days. When that problem was solved the key would not give us access to our room. Small things which detracted from the stay and what was an otherwise helpful staff.
In closing I should note that the hotel had an attractive and active bar, a sizeable pool and outdoor lounge area, as well as an outdoor, enclosed firepit lounge area. Our schedule did not allow us time to utilize these areas however they did add value to those staying at the hotel.
July 16, 2014
Rated 3 out of 5 by BlindAndElderlyWithCane Special Requests are agreed to but not delivered on
I needed an accessible room with two beds. I was told this was not possible but that they could provide a king bed and a single rollaway. My daughter booked the room over a month in advance and confirmed the room and rollaway the week before but when I arrived they had given away all of the rollaway beds and couldn't get one until the middle of the night or the next morning. They offered to move me to the club level without accessibility but that was the whole point of the special request. No other recompense was offered in spite of having to shift someone to a family member's home at the last minute. One of the two elevators was broken through most of my 5 day stay. A catering order for brunch on my granddaughter's wedding day arrived without cream or sugar for the coffee service and it took 3 calls and 2 hours to get it. My daughter put together gift bags for wedding guests at the hotel but only half of them were given the bags when they checked in. Wonderful time with family but wouldn't stay at this hotel again.
July 16, 2014
Rated 2 out of 5 by UnhappyCstmr Disappointed return customer
My husband and I stay at this hotel every time we are in town visiting family, which is 5 or so times a year. We have always had a great experience, but I now think the quality of the hotel has declined. This visit the hotel was "oversold" so the room options were limited. I requested a first floor room with a sliding glass door so we could bring our puppy. The front desk staff accommodated.
When we arrived the room REEKED of cigarette smoke. How the cleaning crew did not alert the hotel to not re-book that room until they were able to clean it out, I have no idea. The smell was so strong, it was difficult to breathe. I couldn't re-locate my room because there were no other available rooms on the first floor with sliders. We immediately called the front desk and it took over an hour (and two calls to the front desk) to get someone from house cleaning to come down with air freshener, which only helped the odor temporarily. I explained that I am six months pregnant and probably shouldn't be staying in a room that reeks of cigarette smoke but no one seemed concerned to help switch my room.
Two of the three body towels in the bathroom were in disgusting condition. One had very obvious stains that looked like blood (they were large dark brown stains), and the other towel was ripped and torn. The housekeeping staff obviously had no problem putting these back in hotel rooms for new guests, which is disgusting.
They also didn't even have complimentary coffee in the room!! What hotel doesn't include that anymore?! We've always had coffee in our room at the hotel and all of the sudden there was no coffee. It seems that the quality of the housekeeping has dropped drastically.
I am very disappointed overall and am questioning if we'll bring our business back here again.
July 15, 2014
Rated 5 out of 5 by Aztec76 Quality, comfort and attention to detail
From the moment we arrived, everyone was attentive to our needs. We were there for a wedding and we were traveling with my elderly mother. everyone was extremely helpful. We had lunch and breakfast there at the hotel. The food was delicious and again the staff was attentive and friendly. We had a wonderful experience!
July 14, 2014
Rated 3 out of 5 by Mojavejohn Extra charges?
We have stayed at this Sheaton before. It seemed much nicer the first time. Probably will not stay again. The room we were in on this stay was cramped. There were 2 loud parties on our floor that went on until approximately 3 AM. Loud, drunk guests wandering the hallway. To top it off this hotel charges $10 for internet as well as a charge for breakfast. This is supposed to be a higher end hotel and yet all they seem to be is high end on the price and various fees. Much better accommodations elsewhere.
July 14, 2014
Rated 4 out of 5 by nayt Minor complaints
Clean and comfortable room. Polite and responsive clerk. Continental breakfast closed at 12:00; was not permitted to get food at 12:03. Slow wait times in restaurant.
July 14, 2014
Rated 3 out of 5 by Diappointed50 Had to ask for soap
Stayed 7/6-7/11, no room service 7/7/14, did have room service 7/8 and 7/9 but wasn't given new soap so had to ask front desk to have housekeeping leave soap when they service my room 7/10/14. 7/10/14 got tons of soap and a new conditioner, wasn't given new shampoo. Room service 7/7/14 but wasn't provided a receipt, asked for receipt, was to be left at front desk, still don't have a receipt upon check out. They wouldn't allow me to use my spouse's SPG number.
July 12, 2014
Rated 5 out of 5 by eagle2000 Food service very iffy.
The lunch service was extremely slow and appears very short staffed. The hotel had numerous wedding guests and was filled and the staff in the dining room and bar was at a minimum.
The opposite was true at breakfast and the staff was responsive and very pleasant.
Other than that the hotel staff and facility were great.
Would love a sidewalk from the hotel to the street sidewalk below.
July 11, 2014
Rated 5 out of 5 by David1948 Enjoyable stay with Hotel beautiful location
Excellent Services and friendly staff
July 8, 2014
Rated 4 out of 5 by DivaGram A Comfortable Night's Stay in Agoura Hills
If you find yourself traveling the 101 Freeway heading south toward LA, but don't want to brave the city itself, you might want to stop at the Sheraton in Agoura Hills. Set on a hillside, away from the hustle and bustle of traffic noise, the hotel is large, comfortable, and boasts a great pool, lively bar, and good eats. The beds are wonderful, and the staff very helpful. Only minutes to dining and other entertainment venues, you are also able to access Malibu just over the hill. Universal City, and Hollywood are only a 20 minute drive, and all the other attractions that LA has to offer are easily accessible. Another plus...the hotel is pet friendly!
July 8, 2014
Rated 4 out of 5 by Vickie50 outstanding staff
The staff at the Agoura Hills Sheraton were fabulous. From the Front desk staff that worked hard to address any concerns to the wait-staff. Anytime we passed a staff members in the halls, they paused, waited while we passed and said hello. They were very focused on our comfort. Facilities were convenient yet quiet and in a beautiful scenic area. Would definitely try to stay at a Sheraton again.
July 2, 2014
Rated 3 out of 5 by mellorae Improvements Needed
My hotel suite was not clean......lots of human hairs on the bathroom floor and ketchum all over the air conditioner control setting.
I told the manager and he did not respond too well.
We got a call the morning after our check in asking about a water leak and if they could come into our room. Carpet was wet around a/c unit and apparently leaking below our floor.
Also, we arrived at Club Lounge 2 minutes after 8:00 p.m. ....host was just packaging up cheese, crackers, etc. We asked if we could sneak in a plate and he said NO!
I thought that was really tacky. Yes, the cheese was wrapped but it would have taken nothing to open and let us take some.
July 2, 2014
Rated 5 out of 5 by Conklin007 very comfortable hotel
The facilities are the best in the area. I gave a "good" rating for the staff as they were responsive when I was at the hotel. However, I have called 3 times to ask for a receipt to be emailed to me and haven't gotten it yet.
June 30, 2014
Rated 4 out of 5 by mattt221190 Stayed for wedding
Hotel is nice and well located but some staff are not very helpful and others are much more helpful. mohammed is a credit to your property
June 28, 2014
Rated 2 out of 5 by jesschris Lovely hotel, poor customer service
The facilities are lovely, and staff is friendly, however I had a number of problems with my wedding block, shuttles and check in. I was told I could add rooms to my wedding block when I originally booked, then when I needed more rooms was told that my guests had not booked enough rooms yet and they would not add rooms to my block, which filled up and not everyone who wanted a room on friday june 20th was able to get one. A week after sending in my final shuttle paperwork I was told that the usual shuttle company the hotel uses was sold out of the shuttle I had wanted - which I feel could have been avoided if the shuttle had been booked more promptly. Booking through another company cost me several hundred dollars more, and caused lots of stress two weeks before my wedding. Several of our wedding guests had trouble checking in and were told that their room was not ready on time, resulting in long waits to check in. My husband tried to check in at 3pm the day of the wedding, and due to the room not being ready was unable to get into our room until 350p. He barely had enough time to shower and run catch the shuttle at 415p. He almost missed the shuttle to his own wedding due to the hotel's disorganization. I would not recommend this hotel for a wedding. It seems to me that they book too many wedding blocks, are spread too thin, and are unable to provide the level of customer service I'd expect.
June 26, 2014
Rated 1 out of 5 by Boris46 Would'nt recommend this hotel
Room is too small,bed is too small for 2 average people,no closet space,closet is too small and on the top of this they put safe
there,so is no room for any thing else.
Breakfast not included,so you have to pay for
so so breakfast.
I expect better from Sheraton,well I been wrong before.
June 25, 2014
Rated 3 out of 5 by 7hungry Extremely understaffed concierge lounge
We are platinum, which includes access to the concierge lounge. The breakfast was extremely understaffed. There was only one attendant and the hotel was full. When we arrived, the coffee urn was empty, buffet area was not well stocked and needed tidying, there were NO clean bowls or plates on the buffet (attendant was hand washing dirty dishes in the adjacent prep area; not very hygienic) and many customers were standing around waiting. We ended up leaving before clean plates were brought out because we needed to be somewhere. So no breakfast for us!
June 23, 2014
Rated 5 out of 5 by RoseAZ Convenient and Peaceful
We drove over to the LA area from PHX for a quick weekend getaway, last minute, and was very pleased with the Agoura Hills Sheraton. It's a beautiful property, close to the freeway without hearing traffic. The desk staff were very nice and extremely helpful with local restaurant ideas. Very clean rooms and the most comfy beds.
The only, very, minor issue was that once I got back home and looked at the bill there was a $2.18 charge for water. We did drink a bottle of water, but there was a tag on it that said, "with our compliments." Perhaps somewhere on that tag it said we would be charged, but I never saw it and I usually look, since a lot of hotels do charge for them. I even thought, "well this is a nice change..."
I would definitely stay at this hotel in the future.
June 23, 2014
Rated 5 out of 5 by ritapopita Great Stay
Our family (including our dog) spent Fathers day there. Comfortable beds and great pool area. Loved the breakfast buffet!
June 23, 2014
Rated 5 out of 5 by Scarlett078 Terrific Place to Stay!
Have stayed here several times for business. I now go out of my way to stay here if I am even remotely close. It is my hotel of choice without question. The room service menu is outstanding-everything I have tried has been excellent. The hotel is clean, comfortable and the staff very attentive. It is easy to access from the freeway and parking is right by the front door. LOVE this Sheraton!
June 22, 2014
Rated 5 out of 5 by Johnwin Excellent facilities
Well maintained quality hotel . I am very happy with how well the hotel is maintained and the professionalism of front desk gentleman.
June 22, 2014
Rated 4 out of 5 by Rody10 Great Stay
The front desk was a breeze for checking in and out. Happy and nice great/goodbye. The room was quiet and had a refrigerator. Bottom line, we loved the place and will return as always
June 22, 2014