Rated 1 out of 5 by StevenJ Bad experience
We called in advance to make sure they have a shuttle service, they said they have 2. One for the airport and one for taking the guests around. Every time we asked to take us somewhere they said they had to go to the airport, but they never left to go anywhere. So we asked about the second shuttle and they said they never had one. Saturday night we asked to be drove somewhere and Nick at the front desk said they were on a airport run, which was fine we could wait. When we asked to talk to the manager he (Nick) said he was, but later told one of our friends he wasnt the manager. When the shuttle arrived the supposed GM got out in street close with bags of groceries, using the shuttle for his personal reasons. We got lied to again. On top of that the staff was rude (except the shorter girl with brown hair who checked us in on Friday afternoon). Nick even started raising his voice at one of our friends. The rooms were OK and the carpets were stained, the shower wasn't clean and the AC was loud, couldn't sleep at night. We have a group that comes out every year during spring training and we won't be staying here again. We wanted to try a new hotel but wont be coming back here again. We had 10 people in 5 rooms over this past weekend and no one was satisfied.
March 23, 2015
Rated 1 out of 5 by JCraig HORRIBLE
i have nothing but bad things to say about the staff and experience at this hotel:
arrive with my family for (what should have been) a wonderful long weekend to enjoy some nascar and red's spring training. we got here very late on friday night and checked in, where the 2 guys didn't seem to know exactly what was going on. we paid for the 4th floor "club" which was supposed to have a lot of great amenities, including breakfast each morning, appetizers and drinks at lunch, 2 tvs in our room, queen beds, etc.
well, apparently they overbooked and put us on the 2nd floor, but we were still to get all of the amenities.
next morning, wake up and go looking for the breakfast. go to the lobby and see there is restaurant with the breakfast laid out - we head over, and are promptly stopped as this is a "pay only" breakfast. uhm, no - we already paid much too much for our rooms and this was supposed to be included. headed to the front desk where 2 girls are now there (mind you, i [daughter] headed back upstairs, so my mom alone went to the desk). my mom asks where the free breakfast is, and the girl very rudely asks my mom about her room and looks it up. she told my mom (embarrassed her, actually) that "oh no, you booked through travelocity, you would never get the free breakfast, you must be confused".
my mom came up to our room literally in tears and feeling very discouraged. i comforted her, we got ready, and we headed out to the local waffle house.
we had a great breakfast, a wonderful day, and then came back to our hotel room where my son wanted to relax and have a swim. (we spent all day at tortilla flats, so we were dusty and warn out) so i told my son he needed to take a bath first before getting into the pool, since it's not fair to other guests to make the water dirty! we had ordered a roll away bed for the night and came back to our room to find the rollaway there, but not a single towel in the entire room.
okay - i calmed myself and my mom and i called room service to ask them to bring towels, told them it was myself, my parents, and my son. they brought up two towels. okay... this is getting a bit insane, but who wants to be in a bad mood on vacation? so we headed down to the pool (which is very poorly lit and there are stairs all over, which is a huge safety hazard, especially with little ones). i ended up taking towels from the pool so we would have things to use in our room.
***also please do not believe their website, there pool is not heated as it says. we specifically came here for that reason since we love to swim, but only in warm water. it is not heated at all***
we ended our night and went to bed. the next morning we didn't even bother looking for the breakfast, since we were informed we did not "get it since we booked through travelocity" (yet we paid for it), so we got ready for our day. we ran out of tissues so my mom took the box out of the black little holder they have it in, and placed the empty box next to the holder.
headed out to the nascar races for the day, had a great time!! until... we came back to our hotel...
got into the room, and you will not believe... the useless maids put the empty box of tissues back into the holder. yes!!! they literally picked up the empty box and put it back into the holder and put the lid on it. this is a joke and this hotel seriously needs to hire some good maids. it wasn't like there wasn't a million of the girls in the hallways, who were very rude and wouldn't say a thing as you are trying to walk by with all of your stuff and their huge carts are in the dead center of the hallway so you can barely maneuver. just plain rude - but it speaks and shows clearly the quality of service for this entire hotel.
then on top of that - there was not a single towel in the entire room!!! i went down to the front desk to let them know. when i got there, there was a nice man (unhelpful, but nice) named todd, or tom (i forget which is which, but i talked to both). i explained him everything:
1. no towels for 2 nights in a row and your maids can’t even change a tissue box when it's laid out for them? - he later sent up a maid with 2(two) towels for 4 people..
2. my booking itinerary clearly stated the breakfast, 2 tvs, queen beds, etc. on the 4th floor. we were on the 2nd floor, 1 tv, double beds, and no breakfast. he informed me there was nothing he could do. i asked for a manager (and here is where it gets good!) he told me that their manager had just "quit" a few days earlier so there was no one there to help. it never ends with these people.
3. he said he would comp our roll-away bed fee, which i accepted, but i said i wanted to speak to the manager the next day on our checkout because i was not paying $270 a night for not even half of what i was supposed to receive.
i went back up to the room to pack all of my stuff. the next morning i wake up and there is a piece of paper slid under the door with room charges for the roll-away.
i went down there and demanded the manager. the same 2 girls who made my mom cry were there and i said "i will not be speaking to you, as you are rude and unhelpful and completely embarrassed my mom the other night". she informed me there was not a manager there, but their "supervisor" was walking around. i said okay, well call him over. she said "oh he doesn't have a radio or anything...”. i said "okay perfect, that's one more thing for your guys' wonderful service!" so i stood there until a man came over with sunglasses on his head, acting like this was his own personal vacation... (his name was todd or tom, like i said i mixed them up).
i ran through the entire debacle with him and long story short he was completely unhelpful and informed me that i had to go through travelocity for any issues i had with my reservation. i said seriously? this is the worst service i have ever received. went back up to my room and called a wonderful girl with travelocity, anne, who listened to me and helped me soooo much. she called the hotel, while i waited on the other line, to see about us only paying for what we received.
**please note: i was not looking for anything free, no handouts, nothing. i simply wanted to only pay for what i received. the room we stayed in, with the accommodations we received, only ended up being $172 per night, and we paid for $270 a night!!)
long story short, she came back on the phone with me and said that the girl she spoke with (angie) at the front desk said she spoke with me and that i accepted a $100 credit from them. excuse me? i never once was offered that, never said that, and would never have accepted that. that is beyond disrespectful to 1. lie about something like that and 2. to offer such a low amount when your service was beyond horrible. i explained this to anne and she promptly called them right back.
less than 5 minutes later, anne was back on the line with me and got our price reduced to what the normal amount should be. we were not given any extra credits, nothing for the horrible vacation we had because of them, but simply just paid for the bad room and service we received.
i will never come to this hotel again, and it's a shame they have the flag and four points, because my boyfriend works at a sheraton here in san diego and they are wonderful. i wonder how this tempe location gets to keep their flag.
customers beware of this horrible service!!! any hotel who can't handle their maids, has no backup plan for when a manager quits, and all in all, has horrible service should not be in business at all!
March 23, 2015
Rated 1 out of 5 by Doudecim Well, the pool is nice.
Check-in went smoothly but that is where the positive experience ended.
The club lounge staff is by far the worst lounge ever. The Staff in this lounge should be the best in the Hotel, and understand that customers using the lounge are the best customers SPG has. That is customers with Platinum status or customers that are paying for the privilege of club lounge access.
The fresh food stops well before the hours of operation are over. Tables have to be cleared by customers. Specialty coffee service was out of order the whole week we were here.
Housekeeping was horrible. Glasses were left dirty. Two towels per room? Toilet paper not replaced.
Room was very small, as a platinum rewards members I expected an upgrade to the best available room. We were told an upgrade would be possible on the weekend. Saturday when we requested a move we were told that the room we had would be exactly the same as any of the other rooms they had. Seemed like the grumpy old lady at the front didn't even want to bother checking the computer to see if better rooms were available.
I made several attempts to rectify this service.i was met but shrugs, sighs, and inaction by staff at every level...someone here needs to understand that having a job means you have to work sometime...unacceptable. Customers should be treated like customers. Good customers should be even better.
Thank God the lobby bartenders were attentive. Without drinks we would not have been able to tolerate the stay.
I would only stay here again if I had an overnight stopover to somewhere else...which is why I recommend it for business travellers and airport proximity.
March 3, 2015
Rated 5 out of 5 by Linda47 Very good airport hotel with excellent staff, convenience
We stay here several times a year when we fly out of Phoenix Sky Harbor or have business in Scottsdale before we return to Tucson. Great staff, like the club service, and upgrades are give generously. I definitely vote for this hotel when traveling from Tucson to Sky Harbor, Scottsdale, or Phoenix. Easy in and out.
December 22, 2014
Rated 5 out of 5 by Moramay This Hotel has great location
The hotel is very close to the airport and many businesses.
December 4, 2014
Rated 3 out of 5 by Peter08 Recently renovated rooms
My room was recently renovated but the safe was not secured on the shelf. You could pull it out. The bathroom sink was too high to easily shave. Poor planning on the bathroom. The front desk said that they were aware of the safe issue
December 3, 2014
Rated 4 out of 5 by Darek typical American airport sheraton
a typical American, old sheraton, perfect for 1 night after arrival or before departure from Phoenix. Executive club is awful and disgusting breakfast would definitely go back but would not visit the club executive. Nice pool
November 23, 2014
Rated 3 out of 5 by Mum4884 Hotel Room Review
We got upgraded to the remodeled Club level. There was not enough counter space. The toilet holder was in a awkward place. The room was large enough but not enough drawer space. There was not a table and chairs. The digital outlets were ample. The Club Lounge was not consistent on the breakfast options.
November 19, 2014
Rated 5 out of 5 by TMonster Great staff
This hotel had everything I needed from good food down stairs to friendly staff to shuttle service. The pool and hot tub was clean and towels were available pool side. They were always smiling and approachable without the attitude I've had at other hotels in the area. I will definitely stay next time I'm in town.
November 19, 2014
Rated 5 out of 5 by sitesup2014 Outstanding Stay
I have traveled to Tempe each of the past 10 years and always stay here. the staff has always been outstanding and helpful. From assisting with local restaurant locations and giving driving directions to attractions they are always more than helpful. The pool is always clear and clean and the hot tool is wonderful. The rooms are always clean and refreshing. Great place to stay and I hope to stay here many more times in the future.
November 12, 2014
Rated 5 out of 5 by erichsiao Great Hotel
Arrived very late and checked out very early to catch the flight. But it's still a very good stay. Everything meet my expectations
November 11, 2014
Rated 3 out of 5 by Nicole97 Unacceptable
Prior to arrival, I phoned the hotel to ensure I had two rooms with a connecting door - since my children were with us. Upon arrival the Manager informed me that it was "Ok, since the rooms are right next to each other" and could not accomodate any other request. Upon arrival to the rooms, one room could not make any outgoing calls, and I was again informed that it was "Ok, since they could receive calls." Upon entering the room, there was old, dried urine on the toilet seat - and I was informed that it must have been one of our kids.. who were still in the car at the time I was trying to get everything smoothed out. Then we went to the Club Lounge for breakfast and had to stop my son from eating a stawberry with mold on it. I came home more frustrated than relaxed, and come to find out, by Tuesday morning, I was double booked for everything and now they "can't get ahold of billing at this time." I don't believe I will be staying at a Sharoton anymore, unless it is my last resort.
November 11, 2014
Rated 4 out of 5 by war1arn love the club floor
the club floor was really good because all you have to do is walk down the hall for breakfast and other items
November 10, 2014
Rated 3 out of 5 by Marc92025 only a so so stay
Check in, and our room was very Starwood. Burger was on a soggy over buttered bun, which I had to return. Espresso Machine in the Club Lounge not working, when I asked the attendant if she called for service (as the machine says "call for service") her reply was NO, and just left the no working machine on. how hard can it be to just do your job?
Broken Espresso machines seems to be a common problem, this is the 3rd one this year. perhaps change to Nespresso it's the best out there
November 3, 2014
Rated 3 out of 5 by oca123 Airline Comped Stay
when first checked in I was put in 165 which was in a far corner behind a velvet cordoned off area, next to services. I requested my room to be changed because it felt so odd in that location. New room was fine - the room was updated but obviously still a bit out of date. I ordered room service which arrived quickly but the food was not worth the cost. Had meatloaf which was dry and i don't believe made that day. Gravy was more like spread than gravy. Mashed potatoes we dry and not well seasoned, and didn't have chilis in it as described. Tortilla soup and bisket was really good. I didn't stay long enough to make recommendations below.
September 22, 2014
Rated 5 out of 5 by pjprez Great airport hotel
We checked in late. I asked for a room near the desk and it was no problem. We ordered room service. It was fast. The food was hot and very good.
Early check out was simple. The room was clean and comfortable.
September 15, 2014
Rated 3 out of 5 by Dallas55 Needs to improve in replacing used tissues
I've stayed more than 4 times in the hotel. I always have to call for replenishing toilet paper, tissues for the nose. It seems like they have a little left so they do not change them. Also, leaky faucets or showers leaking. Simple thing to fix and not take my time to be calling. Your tvs' are sometimes disconnected or the remote's battery is very weak, another call. Supervision needs to really check the quality of cleanup work.
Thank You, Frank Orduno
September 9, 2014
Rated 5 out of 5 by anneao TheBest For Less
The Sheraton Phoenix Airport Hotel in Tempe Arizona is the finest airport hotel I have ever stayed in. Twice hourly complimentary shuttle service to the airport 24/7 and the nicest largest and cleanest rooms you could ever want. The staff is outstanding. We use this hotel for business trips to Phoenix and overnight stays when catching early morning flights out of Phoenix. Keep up the good work. This hotel is a great value.
September 8, 2014
Rated 5 out of 5 by Candi21 Perfect location
A very comfortable quick stop while traveling. Wonderful beds. Staff was excellent.
September 4, 2014
Rated 3 out of 5 by sitesup2014 Starwood Preferre Guest Recognition
I have been staying at this hotel off and on for over 10 years. My recent stay the staff was the worse I have seen. Absolutely no recognition to my SPG status. This is unsatisfactory to me. As an SPG member I expect all the perks associated with this status. Not sure what happened this time as in the past the staff was always very attentive and helpful. I encountered 3 different staff members and they all reacted the same to my mention of being an SPG member. I have another stay in November scheduled and hope the staff reaction will be different,
August 29, 2014
Rated 5 out of 5 by handy7 Sheraton Phoenix Airport Hotel Tempe
We always stay in this hotel (using our gold Starwood preferred guest points) when we are in Phoenix. We especially appreciate the staff, from the housekeepers to the manager, Skyler. They are all very pleasant and accommodating. Skyler was very helpful to us. Thank you.
August 25, 2014
Rated 5 out of 5 by Mal5 The Staff was great
The Staff was very helpful and well trained.
I spoke to Janelle on the phone and she was a great help.
August 20, 2014
Rated 4 out of 5 by MowMow A weekend concert
I really liked the price. I also liked the proximity to the freeway.
August 19, 2014
Rated 2 out of 5 by Dave44444 needs updating
I believe you already now this but the Hotel is in desperate need of renovations much below the standard I am use to at a Starwood
August 18, 2014
Rated 4 out of 5 by berryrasp Convenient to Airport
Staff was very nice and responsive. Our room was not ready upon arrival but we did not have to wait very long. Front desk answered all questions quickly and friendly. Rooms were OK .....was told we had a view of the pool, but was really a wall and little silver of the pool if you stepped out on the balcony. The SPG membership was not acknowledge so was not asked if we wanted points or gift....had to ask.
August 12, 2014
Rated 5 out of 5 by Bill5040 extras
Both the pool and the gym were nice added features that made the stay much more pleasant
August 8, 2014
Rated 3 out of 5 by YvesMM Work in Progress
Hotel is under renovations so improvements being made as this review is typed. Close to the airport but frankly, ended up taking a taxi as shuttle from the airport was horrible. Should not expect guests to wait 45 minutes for a pick up. For peace of mind, $16 fare to the hotel worth it. At check in, SPG acknowledgement but did not give instruction to the rerouted concierge. Room is ok. Pool very clean and clear with perfect temperature. Housekeeping very responsive. Breakfast buffet extremely overpriced for the limited food variety. Noteworthy: pancakes should be included in a buffet; not a separate charge. Dinner at the restaurant was a pleasant surprise. All food ordered prepared quickly, tasted delicious, and filling. As a side note, staff should offer assistance with luggage. Nonetheless, good value for the money.
August 7, 2014
Rated 4 out of 5 by Trusty Good airport hotel
Very spacious comfortable lobby area.
August 5, 2014
Rated 4 out of 5 by Jim057 Fire Response
I want to credit the general manager in charge during the recent fire event.
Her calmness during the emergency was excellent. She made sure everyone was evacuated and made sure there was water for everyone during the hour or so that we had to wait outside. Unfortunately, I did not get her name, but she was a tall, pretty girl with a tattoo on her wrist and a bandana around her neck. She should get an accommodation from those in charge of the hotel!
Sincerely, James H. Smartschan..Room 128
July 22, 2014
Rated 5 out of 5 by Ferg008 Another great stay
This was a return trip and as with the first one I found the property and staff to be outstanding.
July 22, 2014