Rated 3 out of 5 by HHH123 Needs a little work on reservation side
The hotel was not bad overall. I had a bad experience before i arrived. I was originally booked/reserved for Sep 19-21, 2012. I had to cancel my arrival on Sep 19 due to an emergency.(I am a Police Chief attending a Crime Clinic Conference). The folks i spoke with at reservations were pleasant and assured me there would not be a problem with my arrival changing to Sep 20, 2012. I called on Sep 20...good thing. The person at the hotel stated that my credit card had been charged and my reservationwas cancelled. (I only needed to change my arrival by a day)! she did get me a room but made it clear, 'I was lucky'. I am having my assistant dispute this.
September 24, 2012
Rated 3 out of 5 by music61 This hotel is aging.
I expected a little more class and professionalism. There were five areas that they failed to meet needs:
1. Room Hallway had an odor.
2. Was supposed to have an adjoining room with family making a late arrival. Didn't happen.
3. While we received fresh towels, the room was not cleaned.
4. Went downstairs and placed a to-go order for meal in restaurant in mid-afternoon. I was the only customer in restaurant. Order was "lost." Took 30 minutes.
5. Parking was a great disadvantage. Garage was located nearby but in order to get there you had to make a minimum walk outside. Add bad weather on top of that and it was a miserable experience.
October 14, 2013
Rated 2 out of 5 by BluesTraveler Really Surprised to be so Disappointed
I stayed at this hotel for a conference recently and I expected the best since it is a Sheraton and part of the Starwood network. I was really let down.
My bathtub and shower curtain had hairs all over them when I arrived. I had an info tent/card in my room with wireless and ethernet connectivity instructions but there is no wireless capability and also no adapter to plug up my laptop. When I tried to call guest services, my "Guest Services" button led me to a random man who was not happy I had reached the wrong number...twice. When I asked about these services, I was simply told they don't have any extras.
They put water bottles in my room after I'd already been there two days...I'm still waiting to see if I'll be charged for water I never had. The bar service is absolutely horrific. Slow, unattentive, and rude all week. This same bartender then woke another conference mate at 1:30 A.M. to say she forgot to give him the food portion of his bill after telling him three times his tab was picked up (not my issue but important just the same).
Breakfast was expensive, and lukewarm at best. Literally, the food was lukewarm. And I don't think they staff more than one waiter/waitress at a any time which really makes it difficult to get out.
The waterfront view is nothing to write home about and I had a view of the city, anyway. But it's easy to walk elsewhere.
Valet people are super nice, but I didn't use valet parking, so that was a long walk to the hotel.
And the worst part - I addressed most of these things with various staff members and nobody even said sorry.
June 18, 2012
Rated 1 out of 5 by grazman Very disappointed
I stayed at this hotel simply because of its location. I also liked the fact the checkout was noon instead of 11am at most other area hotels. Beyond that I was disappointed.
1. Booking the room online said I had Internet and parking.. Upon checking those items were 10.00 per day for Internet and 8.00 as a special parking rate. So I had them add that and validate my parking ticket.
2. Bathroom - Light bulbs missing in the bathroom. Tub simply did not drain, I ran a marathnon the next morning and couldn't take a decent shower afterwards before checkout.
3. Internet - Speed was only 1Mb/1Mb, which still qualifies as "high speed", but it took 25 minutes to get it to work and kept asking me to pay 9.95 per day every five minutes.
4. Telephone - I used the room phone (there were two) to call the front desk. It took me 5 minutes to get the phone to give me dialtone in order to call the front desk. They said "we'll only charge you once for Internet. Yeah right (twice now charged I think already).
5. Heating system - Clicked really loud and whirred all night. Lousy sleep before a big day.
6. Checkout - Tried to get an itemization of my bill. Still waiting...
7. Parking - Upon leaving the hotel, I was told I had to pay YET ANOTHER 8 dollars for parking (wait, did I just pay 16$ for one night of parking when everyone else pays 13$? Maybe I misunderstood two different people prior to checkout. I thought when i booked the room I got parking, internet and since I don't have an itemization I have no clue how many times I paid for what!
I didn't visit their gym or restaurants, and they looked pleasant enough.
November 14, 2012
Rated 3 out of 5 by AmyfromRI Nice location, needs improvements
My room had a nice view if I looked out, but don't look down at the dirty, sloppy outdoor pool area just below. While it wasn't pool season, the whole area was dirty, overgrown, and umbrellas and the cushions from the outdoor furniture was blown all over the ground and filthy! Putting the furniture away for the winter and covering the pool would have been a good idea!
My bed was terribly squeaky, so every time I rolled over it sounded like it was going to break, while the bedroom door rattled every time someone on the hall open/closed their door! I have to say I was disappointed in what looked to be a pretty and comfortable hotel.
April 23, 2013
Rated 2 out of 5 by LiesureTraveler2012 Only if there is no alternative . . .
This was a second chance stay; never again! Valet attendants were inattentive upon check in, I interrupted a jam session attempting to hand over my keys. Front desk attempted to make up for that with a tray of goodies, which was appreciated. However, the restaurant hostess ensured we were unwelcome again as we inconvenienced her to seat us. Club level was literally over the top as another, and exceptionally rude, guest with a chip on his shoulder was covering for the missing attendant. Who, upon his return, partially disrobed in the middle of the eating area in order to tuck his shirt back in and pull up his socks - unbelievable!
June 27, 2012
Rated 4 out of 5 by TwoTs One beautiful stay!
I was very impressed with this property. From the valet service to the wonderful front desk staff to the fabulous scenic atmosphere of the restaurant and last but not least the absolutely warm and comfortable rooms. I was visiting for a event that turned out to be magical, mainly due to the staff and facility and of course the group responsible for the event. I can't say enough about this facility and it's Sheraton employee family. Thank you for a well above my expectation stay. I will be back.
Ps: one note: I thought the overnight parking fee was a bit overpriced. Therefore I gave an overall review of four stars and not five.
February 10, 2014
Rated 3 out of 5 by Muffintogo The Hotel has an ideal location
We had no water pressure, along with no hot water for a shower. We were bombbarreded with college kids that had no respect for other people, and if they had chapparrones they could have cared less about the respect of other guests at the hotel. We damn near got trampled by the students trying to get out of the elevator. They did not give us the opportunity to get out of the elevator before they flooded in. Had I not been going to my brother in-laws Captain Promotion Ceremony on the George H. W. Bush, I would have had someones head for the disrespectful way that the students trappled us and would not let us off of the elevator.
February 18, 2013
Rated 2 out of 5 by Ron3363 Noise and Unconvenience!
My family and I picked Sheraton over the list of recommended hotels for a wedding we were attending. We usually have a good stay at Sheraton properties, but this one was not one of them.
Our first night stay was interrupted by a running toilet that we decided to have fixed manually ourselves just for the night.
We were rudely waken by some early morning drilling above our room. We called the front desk about it and our problem of the running toilet. When my wife took a shower, the shower head arm came off. So that was one more thing to fix in the bathroom. The drilling had stopped, but the bathroom maintenance held up our hygiene preparations for the wedding.
October 1, 2012
Rated 2 out of 5 by lady53 dissapointed
When I booked this hotel I thought this has to be a great hotel. Its a Sheraton and its on the water. The breakfast buffet was not up to par.. The eggs tasted like powdered ones and the made to ordered waffles were nothing special.
We also never got our room cleaned one day during the four we were there.
The menu and features about the hotel were paper and two pages were missing. I have been in cheaper hotels and even they had their info in a nice book.
I also thought we were going to be on the water and was disappointed to fine we were not.
The only really good thing I can say is the staff was very courteous and friendly.
September 13, 2013
Rated 4 out of 5 by musicianX2 VMEA stay
My colleague and I stayed here for the VMEA conference in November. It was fine. The restaurant was wonderful and the fitness room was the best I'd been in at any hotel - bar none! The elevators were prompt, safe and reliable, and the rooms were quiet and well appointed. I was disappointed one day when our room was never cleaned, nor were the towels removed and exchanged. In general, the rooms were also cleaned very late in the day, so it was tough to come back after one of the workshops and not have the opportunity to get into our room to rest or unload packages before the next workshop.
The staff was friendly and helpful. The lobby area was very well appointed as well as relaxing for the days that our room wasn't ready in time. The location was beautiful on the water.
November 24, 2014
Rated 4 out of 5 by harold1958 no espn
you do not have espn in your bar.
what bar does not have espn. bartender said she you did have it but you dont now.
Tell you employess why so they dont feel inadequate
you also dont have espn on the treadmills in the work out room but you have it listed on the card on the machine. you also need a sign on the glass wall above the trash can that holds the wipes to clean the machines. hard to see that small holel
also ceasar salad is terrible. you need a new dressing she crab soup very good.
no robe in the room and tv was uplugged and would not turn on. I figured it out before maintenance guy got there he made a bum run
valet parking is too high for $22
February 7, 2013
Rated 1 out of 5 by ALDH Surprising disappointment
I was beyond disappointed with this hotel. It did not matter whether I was an SPG Gold member. I was told that this hotel did not participate in SPG member benefits as with other Sheraton hotels i.e complimentary wifi, club room access/purchase option etc. In fact there were no perks and even worse they placed us into a room where the AC did not work and there was a rancid odor in the room. My family became nauseous and so we requested a different room. We had to settle for one without the microwave, fridge and working hair dryer. It was the first time I've stayed at a Starwood property and could not wait to check out.
August 19, 2012
Rated 2 out of 5 by BetsySue Needs Improvement
While we had a special AAA rate and am a SPG member, was not recognized at check in. Had to call to find out internet password (which was no charge), however, we were charged at checkout and while the lady at the front counter tried to credit our account, we ended up with a partial credit. While hotel was advertised as having updated rooms, the carpet was used and filthy, a small banged up refrigerator was placed in the middle of the room, which we moved under the desk. The walls were extremely thin in that we constantly heard people talking in the hall -- when we went to check -- they were in their rooms! Bed was hard and did not sleep well. Overall, bad experience.
November 27, 2013
Rated 2 out of 5 by Abraham35 Updating the rooms
We stayed there for our short vacation in mid Aug. The staffs were great, but rooms needed improvement. Our first room smelled like "wet dog". Our 2nd room did not have the smell, but the AC unit was making noise all day and all night. Then, on the 2nd day, it stopped working. When I called they sent someone, who fixed the AC, but the noise was still there. I also heard the same complains from another guest, who was dis-satisfied with the quality of rooms.
I had stayed there before few years ago for business and it looked like that the hotel just updated the restaurant and the lobby and did not touch the rooms.
August 17, 2014
Rated 2 out of 5 by PBurton Surrounding area: problem
The hotel was acceptable, and I received an upgraded room. Toilet had stains in it. Due to rain, we had water leaking into the main room from the window. The surrounding area needs work, with most stores near the hotel closed or shut down. Sheraton advertised the great area for shopping and activities, but it was a dead area on the 4th of July weekend. The main problem was homeless people in the hotel vicinity pandering for money. Homeless wanderers hanging around the hotel valet/check-in area as well. We walked to the adjacent MacArthur Center Mall that you advertise, and were accosted by 3 strangers for money. My family did not feel safe in the area and we will not return.
July 6, 2014
Rated 2 out of 5 by Manju Customer Service
I am a frequent traveler and have stayed at many hotels in the states. One of terrible things about this hotel is customer service. I ordered food from an outside restaurant and gave permission for the pizza guy to come straight to my room. The front desk person was rude and simply said it was the hotel's policy that the pizza guy can't come straight to my room and deliver the pizza. No further explanation from the front desk. Please explain your policy and don't be rude.
February 2, 2012
Rated 1 out of 5 by USN2012 Customer Review
I am giving the hotel one star rating only because my reservation expectations were unfulfilled. My reservation was for 7 rooms with harbor view near each other. When my foreign national guests and I checked-in, we were scattered throughout the hotel. Several of my us were given leftover corner rooms on second floor with no views. When I asked about the situation, a receptionist explained that corner rooms on harbor side are technically harbor view rooms. If that is fact, I recommend changing "harbor view" to "harbor side". There was no explanation as to why we were not in the same area per our reservation. Other aspects of the hotel was fine. Continental breakfast was excellent.
August 27, 2012
Rated 2 out of 5 by Jaime74 Should focus on maintenance
My stay was for a conference and although I have absolutely no criticism for the conference facilities, the lodging amenities could use improvement. One of the big issues was the air conditioning unit made horrible gurggling noices while on. As I spoke with many of my colleagues present at the conference, they experienced the same issue. I was clearly missing a hanging picture over the bathroom toilet. The picture hangers, level markings and sticky putty were tacky, especially for a Sheraton. Partly used shampoo bottles were also present in the bathroom. These kind of details could be improved.
June 12, 2014
Rated 4 out of 5 by Mozman Nice hotel!
My stay at this hotel was wonderful. The amenities in the room were delightful and the restaurant was excellent. Sam, our waitress was so personable and efficient!!The only suggestion I have is related to the pillows which, in my opinion, are way too soft. I like to have a firm pillow and will sometimes sleep on two if needed but these were way too soft to even do that. I did not sleep all that well and I think that's why. Other than that, I would stay here again but bring my own pillow!
November 10, 2014
Rated 2 out of 5 by Daddy26 Very disappointed
Took the desk 3 attempts to get us in the correct room type we reserved. The floor in the bathroom had long black hair all over it and in the shower. The carpet had not been swept and the dust was terrible. Left notes regarding the above. The room was dusted but the floors remained the same. There was also long black hair in the bed. Disgusting! The refrigerator would wake us up during the night making horrible noise therefore we kept it unplugged. The only reason I would recommend this hotel is because of the waterside. Parking was not convenient and only one family restaurant close by.
July 23, 2014
Rated 3 out of 5 by Gmann Donna49
This is the 2nd review. First one disappeared from site! Anyway hotel was nice except I felt that they catered to "pets" more than humans. We were told that pets were only on floors 1, 2, & 3. We were on floor 3 and a dog barked all night. No sleep. Then when we returned from dinner, room smelled light bug spray! They moved us to 9th floor which we were told no pets were allowed HOWEVER when we were leaving our room, the guy across the hall had a dog in his room. NOT happy being lied too! Hopefully this review will NOT disappear...people need to know about the dog issues in this hotel.
July 25, 2014
Rated 2 out of 5 by rockingrk Noisy/rundown hotel
Very disappointed. Walls must be paper thin; people talking in room next door woke me at midnight, 2 AM, 3 AM. Called front desk each time; at 3:30 I told them to move me to another room. Security came to my room and said he could not hear anything; called front desk when I insisted that they move me. Next room was adjacent to elevators; conference attendees very noisy getting off elevators till after midnight. Rooms/lobby need serious updating. No WiFi in rooms. Was charged for Internet even though I asked for Internet as my Lifetime Gold amenity. Fixed at checkout. Self parking is very inconvenient. Long walk in the open. At least it was not raining during my stay. I will not stay here again.
September 23, 2012
Rated 2 out of 5 by Tania43 Hotel needs a face lift
The hotel was very dated definitely needed a face lift. Furniture and lighting was in poor shape and it was ripped and looked very old. I didn't feel safe because the balcony didn't offer the security as stated on the door itself only one lock worked. I called the day I got there and asked for someone to come take a look and this was never corrected nor did the hotel staff provide an update as it relates to status In addition my managers room was not even addressed by cleaning staff his bed wasn't made while we were out of hotel. Very disappointed with the hotel itself and the cleanliness.
April 23, 2014
Rated 2 out of 5 by exhausted0514 potential for greatness
I found the desk staff to be indifferent to my party as well as others seeking to check-in or check-out.
I had a daytime layover and the housekeeping staff was again, exceptionally loud. Banging doors, turning up the tv's in the rooms they were cleaning, talking loudly to each other down the halls and talking on their cell phones. I have experienced this same issue at this property in the past. Please understand that some of your guests are sleeping during the daylight hours.
I called guest services and the operator five times before I could get someone to answer the phone and set up a wake up call.
The pool area is nice. The restaurant staff were helpful and friendly but the food was just ok.
May 25, 2014
Rated 3 out of 5 by Traveler0102 The hotel needs repairs.
The bathroom sink drain was clogged the first time I turned on the faucet and the stopper was completely missing from it.. The bathroom was really small so the toilet had to be small and short. The walls in the room were scuffed up and needed to be patched and painted and the sprinkler head on the upper wall looked corroded and part of it was missing. The entrance door to my hotel room had a 1/2 inch gap at the top after you closed it. The bathtub faucet was loose and had a poor caulking job around the base. The carpets in the lower lobby area and in the elevator were dirty. I specifically chose a Sheraton because of a standard I thought I would receive, so I am disappointed that the high standard was not met.
August 25, 2014
Rated 5 out of 5 by Tooth4 Staff was experienced and professional
Starting from Andrew at front desk toSarah bell in security....the stay was memorable
Diffenately the same attention to detail as the sheraton congress in Frankfort and le meridian in Stuttgart
Just a great thanksgiving
November 28, 2014
Rated 4 out of 5 by kevinumbc1978 great staff, ok hotel
My husband and I stayed here for a night on our way to the outer banks. I am a platinum member and travel quite a bit. The hotel had a great location, rooms were just ok, water pressure was lacking but the size is what I would expect. The staff were just amazing helping me with some work related items and they didn't even hesitate. My biggest issue was the TV. You cannot plug an IPAD or an HDMI cable since they want you to rent their 20 dollar movies. Overall between the staff and location I would come back but they need to update their tvs. On the Battleship Wisonsin is amazing!
November 18, 2013
Rated 5 out of 5 by Nanaof10 Hats off to terrific customer service.
I was celebrating my birthday and attended a concert on Sunday evening. Upon check-in I asked for an compilmetary up-grade and it was available. I don't remember the associates name, but a big thank you to him. Monday morning I looked at the time wrong for breakfast in clubhouse. When I arrived I realized I had less than 10 minutes before it would close. The associate, Kim, assured me I could sit and enjoy my meal. I didn't want her to have to stay because of my lateness, so I placed food on my tray and took it to my room. Less than 2 minutes later a knock at my door. I left my bowl of fruit. A special thank you for her customer service and friendliness. Both of these employees are an asset to you company.
November 29, 2012
Rated 1 out of 5 by Tristus Dirty Room
My room was absolutely filthy! The carpet looked as if it had not been vacuumed in week or more. The furniture/desk was dusty and the chair was filthy as well. I was covered with hair and dirty spots from food and beverages had been spilt. The cleanliness of the bathroom was just as bad. The floor had dirty spots and hair. The toilet itself was not clean and was very dusty. The tub was even worse as it had a dirty ring and also had hair in it. I had to purchase cleaning supplies to clean before I would use it. In addition, the water in the tub was draining slowly. I had to turn the shower on/off so the tub would not fill up while I was showering. I did make the front desk aware. This was a terrible experience!
June 22, 2013