Rated 1 out of 5 by CallBackRequired Lack of Communication
Reservation dates where 4/24 to 4/26.
I arrived to the hotel around 11:30pm on 4/24 to find out the hotel was overbooked for that particular night though my reservation for the 25th was OK. The hotel put me up in another hotel that did not meet the same standards as the Sheraton.
Then on the 25th, I arrived at the hotel around 11am needing to get into a room because I had a confidential call that I need to get on at 12pm. The person at the counter explained that check in wasn't until 3pm.
This trip was a disaster due to delayed airlines and then the stay at the hotel put the cherry on the top.
April 29, 2013
Rated 2 out of 5 by Customer999 Rate hike for a night
We rented two suites for New Year's eve and my fist concern is the price was increased by $50 for that night only as near as I can tell. If there were high demand for the rooms I would get that, but the hotel was all but empty.
We also went downstairs the next morning for the buffet and the waitress asked me if I had breakfast coupons. I asked how would I have obtained these coupons and she said I would have got them upon check in depending on which room I purchased. Apparently I must not have qualified as they were not offered to me. You would think that paying $100 extra for two suites that night in an empty hotel would surely include breakfast. Nope...paid a bunch more for that as well.
January 2, 2014
Rated 2 out of 5 by ManolofromMiami Not impressed
2nd shift desk was great. So called suites are okay, more like longer rooms. Nothing special overall here. Night auditors are funny birds but this one took it yo new heights. Crazy altercation between hotel staff and "guests" early in the morning. No desire for business guests, much less platinums, more of a "friends and family" scene here.
June 24, 2014
Rated 4 out of 5 by Ryan1978007 Nice hotel with decent amenities
Small pool for our kids but a good room setup with comfortable amenities. Dining options at hotel are minimal but lots of options around it
June 30, 2014
Rated 5 out of 5 by Caroline45 food needs improvement
The food that was described on your menu did not match the food that was served. AT ALL
July 1, 2014
Rated 3 out of 5 by L2L5 ok
wakeup call never came
cleaning service didn't come after one of three nights
very nice front desk and extremely nice and helpful food service and security guard
room with double beds very small, bathroom very very small
overall decent cleanliness and value for money
June 23, 2014
Rated 4 out of 5 by bull96206 One of the nicer hotels in West Des Moines, IA
This is one of the nicer hotels in the West Des Moines, IA area. The staff is friendly ahd helpful. The rooms are above average as are most facilities. The location is pretty easy to find and not far from the interstate highway(s).
I would stay here again in the future if/when I find myself back in the area.
December 1, 2011
Rated 2 out of 5 by Upset357 Horrible experience
Had problems checking in and checking out even though reservations had been made 2 months prior to arrival. Front desk personnel appeared they did not know what they were doing and the manager was unhelpful and unwilling to provide good customer service. The hotel was very noisy and it was difficult to get any sleep. Finally, there was a conference meeting at hotel and it only has two elevators to transport people up to the room floors. They were constant tied up and it was not unusual to wait 10 minutes or longer to get on one. Thank goodness I was only on the fourth floor and was able to walk up and down the stairs located on the other side of the hotel from the elevators. I do not plan on ever staying at this Sheraton again.
March 30, 2014
Rated 5 out of 5 by AaronDR Another Great Stay
Yet another great stay while traveling on business
June 24, 2014
Rated 5 out of 5 by Rdr41 Delivered as promised
Nice stay, small but comfortable room, folks were friendly, more than Sufficient breakfast buffet.
June 22, 2014
Rated 3 out of 5 by HappyTraveler22 Clean, up to date, solid lodging
I stayed at this hotel for a business conference. They were able to negotiate a great overnight rate. The event planners also paid for continental breakfast, break snacks and beverages, and lunches. I have to assume the breakfast and lunch were economy packages because they were pretty sparse. The beverage service was great. The rec room was well maintained, though one treadmill was not working. My stay was pleasant, comfortable bed and pillows and the meeting rooms were comfortable. I felt safe and confident staying here.
April 22, 2014
Rated 1 out of 5 by Switch Not recommended
I was very dissappointed with our stay this time. The water pressure in the shower was terrible and we all took showers at different times of the day. Nothing worse than getting a bad shower in the morning. Had to pay for a refrigerator, interenet. Really?? Those are just standard in most these days. Another party in our group got moved 4 times before they actually got a room that had not already been given to someone else. Would have to say the breakfast was wonderful, staff was very polite although not very interested in your issues. Sad we paid $250 for the weekend and walked away with the feeling of never coming back. If we would of felt like they tried to make our stay better, would have been better but very disappointed.
February 25, 2013
Rated 5 out of 5 by FemaleCareer Nice and responsive staff
What great staff! Beautiful hotel.
June 21, 2014
Rated 5 out of 5 by JphnP Service exceeds expectations
I had a few special needs and called in advance to ask for help. One of the managers Tim not only met those needs he went out of this his way to exceed them. Two young ladies at the front desk were proactive, asking what else they could do to make my stay better. They also were extremely enthusiastic and very genuine. I've stayed at this property before and will definitely return as I find the staff to be outstanding. The property is also immaculate and very nice but other properties in the area match them in this area. No one matches their service.
March 3, 2013
Rated 2 out of 5 by Heather0731 This hotel needs to focus on guests
The room was ok, but had a hard time staying cool. We ran out of tissues and toilet paper. Since we were staying 2 nights. I assumed it would be replenished during cleaning. It wasn't. The public restrooms in the hotel weren't any better. Pool is small. Front desk acted like we were inconveniencing them with a request. Hotel is very loud because of the design. Two elevators are not enough for 10 floors of rooms.
May 26, 2014
Rated 5 out of 5 by Susan2960 Everything was Great!
We stayed just one night. This place was super great. We didn't use the food services but everything else was superior! Would stay here again.
June 16, 2014
Rated 2 out of 5 by Unsatisfied140205 Will not stay at this hotel again
Front desk staff was great at check in and check out; however, after I checked in at 8:30 pm I found my room in disarray. Either someone was already staying in the room or it had never been cleaned from the night before. Staff quickly moved me to a different room. The second room was clean and satisfactory with the exception of the heat. The only way I was not continually cold in my room was if I set the thermostat at 85 degrees - even then the room felt cold in places. The room service was also overpriced for the quantity of food received.
February 5, 2014
Rated 2 out of 5 by Businessguest42 Hotel needs serious updating
This Sheraton has seen better days. When you walk in, you are immediately greeted by the smell of chlorine from the fountain in the lobby. The hotel is very damp, and the carpets on the room floor lobbies are bunched and stained. Both my towels and sheets had old stains on them that clearly could not be removed, despite the strong scent of bleach used. Mattress is old fashioned and hard. The only reason that I stay here is b/c it is the only hotel in the area approved by my company.
May 1, 2014
Rated 1 out of 5 by Jessyka What A Zoo
I upgraded to the Sheraton being that the prior hotel i checked in was a nightmare! (Hair in the bed,food on the floor..ect.)
Ill point out all the the things that I enjoyed first! I'm thankful that Steve at the front desk was able to allow an early check in
for me for an emergency. I had to plug in my asthma breathing machine and Steve had no problem helping me out so thank you for that!. We went to the lounge bar once and the Saturday night male bartender was very kind. When it was time for check out Jason was very kind and patient. I did take note that Jason was working up in the front alone while trying to deal with my issue,check other guest out and answer phones all at the same time! It impressed me how he kept a smile on his face and did the best he could but in my mind I was asking myself "where the heck is some more help" Just like I had been thinking to myself that entire stay at Sheraton. The room was nice to me because it was way better than what I had just checked into the day before. Now when I stay at a Sheraton in Houston,Florida and California and compare it to your Sheraton....Your location is a DUMP. All the kids that were running around that weekend uncontrolled and un supervised was uncalled for. I realize you are not the parents of these kids but management needed to step up and take control of the this wild zoo. The kids were allowed to play and run as they wished.I got hit with a basketball. We had to wait 15-20min for an elevator because the kids were joy ridding on the elevators. The Hallways were trashed.We could not enjoy the pool thanks to the wild kids busting a window. When we went down to the lounge at 10:30pm that Saturday we could not enjoy ourselves because the kids were running around the bar lounge playing tag and then on the other side of me there were kids swinging from the lounge carries like it was monkey bars. No I ask...Why did management not step up and try to take control off this zoo. Why was there not a staff member in the elevator controlling this issue. Why was there not staff walking the halls to clean up after the children.There were other guest like us there that should have not sufferd because Sheratan wanted the booking numbers. My thoughts. low staffed and poor management.If you aiming for an upper class Hotel I suggest you don't book groups like that and if so they need to be regulated.
Sunday comes and all seems to be peaceful now that the zoo has packed up and checked out. So Sunday was much more pleasant.The only downfall about Sunday was that for Mothers day we decided to enjoy lunch down at the restaurant in your lobby. We were not sure where to sit and I notice a staff member (Young girl with blond hair) just standing here smirking at us so i walked over to her and asked for help.Can you believe her response was "Ya I saw you over there and was going to just let you figure it out and after a few minutes if you couldn't I would have came and help" Mind you the place is empty. I thought that was so tacky but that would not be the last tacky thing coming out of her mouth. We ordered and that took forever and the food was cold.Before the meals came out i asked the waitress if she could bring the salads out before our meal....Her reply"Our manager wants us to bring it out all at once but since he is not here right now Ill go ahead and bring them out" Needless to say after that i just stop talking to the waitress.She had no class. The ladies that helped us at the breakfast buffet were nice but that was such a waste of $45. That food was so nasty.The hair cooked in my egg was a turn off and then I bit into one of the donuts and it was so stale. I just got up and excused myself from the table. So as your reading my overall experience was not good and I will not be returning and I will advise others not to stay there. I checked out on Sunday and request a days refund and Sheraton did comply with that but I found it tacky that the manager on duty did not come and show his face and personally apologize as if he was not concerned. So again my thoughts.... Poor management and poor staffing.
Thank you to the few staff members there that were professional!
May 18, 2012
Rated 1 out of 5 by Madmama2012 Bad experience
A/C did NOT work. Hot in our room & it was cooler in the hallway. Couldn't move us due to being full. Gave a refund but no other hotel s available. No free breakfast offer or anything else to make us happy. Finally had to call down to front desk for a fan & I was told don't think they had one but would check. About 30 minutes later we got a fan. Next day, the elevators were ALL messed up. Skipping floors & limited amount of people in them. Complained but they didn't do anything. Finally had to go out emergency exit to get out of the building.
August 22, 2012
Rated 4 out of 5 by SPG01SPG SPG
I would recommend the hotel, however, when someone enters your room they should make the bed even if they are not changing the sheets. All the other places I stay do that. Also remove the food tray from the room from the night before. I was in the handicapped room and use a cane so it was hard to put it outside my room, thus should have been taken out of my room the next day. They removed towels but did not make bed or remove tray from the night before. They also wanted me to get out of my room before I was ready on the day I was leaving.
September 3, 2013
Rated 5 out of 5 by VolleyballMom Huge Thank You!
We stayed at the hotel this weekend with a large group of volleyball players. When we returned to the hotel Saturday night we were all hungry, but not having much luck finding a restaurant that could accommodate all 27 of us without a very long wait. The bar staff let us clear off the already set for breakfast tables, put the tables together and then provided us with a feast of salad, nachos, quesadillas and pizza. They really went above and beyond and it made our stay go from a good experience to OFF THE CHART! Great customer service!
May 13, 2013
Rated 4 out of 5 by Panthercub10 Diminishing Extras
I have stayed in this hotel annually for 3 years. The first year was very nice! As SPGs we received a couple free coctails, snacks, breakfast and Wi-Fi. The seccond year, we were informed the coctails were no longer included and would have to add them to our bill. We still had snacks, breakfast and Wi-Fi. This year however, we were informed that Wi-Fi was extra as well. We could get free Wi-Fi in the ballroom during classes, but not in our rooms that we were paying for???. And we were paying quite a bit more than what we paid in previous years!!! I could get free Wi-Fi in every restaurant around town and I was only buying a meal!! The beds/pillows were wonderful, but the price keeps going up and the "extras" keep getting taken away!!! Very disappointed!
November 7, 2013
Rated 5 out of 5 by luigi This hotel has wonderful special pomotions
We have been fortunate in being able to use the birthday promotion for each of our visits. We go to Des Moines to visit family and your birthday promotion allows us to enjoy superior accomodations at an extremely reasonable rate. Family can join us for your superb breakfast buffet in the morning, and your lounge at night for a drink and conversation. Your staff is excellent.
On this trip, the absolutely only criticism is that I noticed piles of dust in the cold air return. Otherwise the room was clean and so comfortable. Thank you.
April 2, 2013
Rated 4 out of 5 by Rancher The only Starwood property in the area
So there really is not much choice if one wants to stay at a Starwood property in Central Iowa. That said, this basic 1980's or 1990's hotel is not bad. The front desk staff is friendly and competent. The lounge was radically understaffed and grossly overcrowded. The suite I was upgraded to had neither a refrigerator nor microwave. As a platinum, I was given the best suite in the house without asking....an increasing rarity among Starwood properties. Everything worked! The place is spotless.
April 6, 2014
Rated 3 out of 5 by PrairieHawk How about restocking the toiletries?
I had to call the front desk to get the proper amount of large towels for our room and the bathroom toiletries were not restocked on our second day.
I called the front desk for a wake-up call on the first day of our stay and the phone never rang. Fortunately, I set the alarm on my cell phone and we didn't miss our daughter's volleyball tournament start time. This hotel is not even near any of the volleyball venues in Des Moines, so I'm not even sure why we stay there.
Not worth the value.....
March 24, 2014
Rated 3 out of 5 by Iowan14 Noisy, understaffed
This facility, while conveniently located, is noisy and understaffed, at least during my recent stay. Food and drink service in the grill was unsatisfactorily slow.
June 6, 2014
Rated 3 out of 5 by FrontierAccountant Prefer Different Bedding
Like many hotels today, this Sheraton uses quilts on the beds. These quilts are far more covering than I need, yet a sheet alone is not enough. Thus, I end up either too hot or too cold with the bedding provided and have trouble getting to sleep either way. Many hotels provide a blanket in the closet as an alternative. None was available at this hotel, even from the front desk. I would like a lighter bed covering to be available.
April 30, 2014
Rated 5 out of 5 by LLHTR When in Des Moines we always stat at the Sheraton
Prior to our arrival, Nancy Leo always has all our needs addressed. Upon arrival our keys have been prepped and our rooms are ready. An outstanding facility with a business area that meets all needs and a workout complex that is excellent.
The breakfast buffet meets anyone's dietary needs. The overall location is excellent with many restaurant choices within walking distance. When in Des Moines we always stay at the Sheraton.
April 28, 2014
Rated 5 out of 5 by Cooperaz Great place! Great location!
Former West Des Moines resident and needed to stay in the area recently. Since I was familiar with the hotel, I thought it would be the best place to stay. Wow! They have done an excellent job with this place and I would recommend it to anyone staying in the area. I was greeted immediately by Matt at the front desk when I arrived. His service was well beyond anything you'd expect in a chain hotel. All of my requests were met with a smile including an early morning check-in due to delayed flights from Dallas. The suite I stayed in was great, nice leather sofa, new TV's and very comfy beds. They have done great things with the lobby restaurant and bar area which welcomes everyone as they arrive. Housekeeping staff was very efficient, speedy and thorough. Price was right too!! :)
July 22, 2012