Rated 1 out of 5 by Manju Never again.
My husband and I stayed in this hotel on 9/22/12 we arrived around midnight after spending an exhausting day of travel then a visit to ICU for a very sick family member and were looking forward to a good night sleep. While the bed was comfortable the heat did NOT work! We were so tired we turned on the heater, it was actually turned off, and crawled into bed. The room never warmed up. How can they expect people to be happy to stay with them again if they can't even provide heat?! Yeah we could have dragged our stuff back down to the lobby and checked out or into another room but we were too cold and exhausted to so we stayed under the blankets and passed out. Then this hotel had the audacity to charge $25 for us to park in their hotel parking garage! Did they bother to tell us upon check in that we would have to pay to park while staying there?? NO!!! Never will we stay there again, so much for 3 1/2 stars! Oh yeah I forgot I was not the only guest there that had no heat another couple was complaining as well.
September 24, 2012
Rated 1 out of 5 by TheDuke Pool is a filthy bathtub
This property is at the bottom of the Sheraton range. Hotel has a GREAT location but seems resigned to rest on that and make no effort to provide a Starwood quality experience. Check in was rude and one of the worst I have ever had. Other staff seemed completely disinterested and unconcerned with guests. We used a reward to upgrade to a suite to find it had OLD furniture that were torn and in a state of clear disrepair. The grill on the vent had an inch of dust on it. The swimming pool was simply disgusting. It was like a concrete bathtub (similar to a cement children's wading pool... albeit deep). We sat on the edge for a few moments until we noticed the thick film on top of the water and various clumps of spit floating around on top; it did not seem to have a filtration system as the water was stagnant and gross. AVOID this place until the management philosophy changes and a multi-million dollar renovation occurs. P.S. I love SPG and approaching lifetime Platinum status, this is one of the worst Starwood properties I have ever stayed at.
August 27, 2013
Rated 5 out of 5 by Rose19 What a nice hotel
We recently stayed at the Sheraton in Indy and it was a great place. We were welcomed by a nice staff at the check in and our room was awesome. The view of the city was incredible. I would definitely stay here again..
May 27, 2013
Rated 5 out of 5 by Jared80 Exceptional Service and Value
I chose Sheraton's Indianapolis City Centre Hotel as the base of operations for New Year's Eve for a group of 4. The staff at the Sheraton made our group feel very welcome. From accommodating our room requests to assisting with food orders, each individual with whom we interacted was friendly and sincere. I had some difficulty/confusion about my online reservation and I was amazed by how quickly and effectively the staff helped me create the perfect evening for my group.
The hotel has private parking which was a huge relief as downtown parking can be difficult and pricey. The lobby was very classy and I was greeted immediately. The view from our suite has to be the best the city has to offer. While some of the facilities and decor were a bit dated, it seemed as though improvements and updates were underway. The size of the suite was impressive. I wish we would have had more time to read lax there and enjoy the accommodations but New Year's plans wouldn't wait. We did not have time to enjoy the Alexander restaurant in the hotel but I have read wonderful reviews. I will be staying at this classy downtown hotel again!
P.S. The Sheraton has an exceptional snack room with a huge variety of munchies should you find yourself hungry after all restaurants have closed.
January 2, 2014
Rated 5 out of 5 by Paula Wonderful stay
Staff were great. Very helpful.
The only problem was when we first got to our room there was dirt on the carpet but it was cleaned up our next day..
May 28, 2013
Rated 2 out of 5 by pistola Sheraton needs work
This could be a nice hotel if they put some money into it.hallways are dirty and
the pool could be nice if they had chairs and umbrellas
July 25, 2012
Rated 4 out of 5 by hughy123 this hotel is in a good place
very nice place to stay and would let everyone i work with know that is a good place to stay
May 5, 2014
Rated 1 out of 5 by DRURS Ruining the brand
The hotel does not belong in the Starwoood group. We book expecting a certain a class or style. This is one of the worst in the group.
July 23, 2012
Rated 2 out of 5 by Kunphan I did not feel like staying at the Sheraton
Did not feel like I was staying at the Sheraton. AC wan not working I had to move room at 12:00 at night.
May 7, 2012
Rated 4 out of 5 by JPal607 Wonderful service - few complaints
The friendliness and helpfulness of every staff member I encountered was the most enjoyable part of my stay. The room was comfortable and clean, and the Club access was well worth the cost of the upgrade. I only have two complaints: nowhere on the website did the description mention a microwave, and a refrigerator was described as costing extra. Thus, I didn't bring along my own food, which I often do to save money. Turned out my room had both, but that didn't help me to find out after arrival. Secondly, the walls are too thin. I could hear the flushing and coughing of people in nearby rooms.
March 24, 2014
Rated 2 out of 5 by Moby King suite
Was not up to par. Staff was rude, unwanting to help.
October 26, 2012
Rated 3 out of 5 by Blacklight Lack of response
I always travel with a black light and inspect the room prior to use. However, the room was not ready at the time of arrival. When I arrived later in the evening I checked the room with my black light. There was urine on the floor, on the toilet, and splashed on the back of the bathroom door. There was blood on the bed skirt. There was also dust buildup on the carpet along the baseboard. There were water soap/spots on the shower/bath walls.
When I notified the staff in the morning of the state of the room apologies were offered and promises made. When I returned that evening, the bed skirt had been replaced but the other issues remained.
September 18, 2013
Rated 1 out of 5 by SJK72 Worst hotel stay ever
I feel compelled to write this review because it was such a bad experience and others need to be forewarned. To preface what I am about to say, it is relevant to mention I am very vested in staying at Starwood hotels, am a platinum level member, own multiple timeshares through the Starwood Vacation Ownership program, and have never had a bad experience in any of their properties ... until now.
I have stayed at this property a few other times and while the service has always been a bit hit or miss and the hotel is in desperate need of updating, the location is good and overall value has been sufficient. However, what happened this time means that I will never return.
There was work being done in the hotel on some of the upper floors - which I understand is needed from time to time. However, this work didn't just happen during the day but into all hours of the night AND so close to rooms where guests were staying that the noise was keeping people up. The first night was irritating but not bad enough to keep me awake. The second night though was an entirely different story. The noise was literally so loud I could barely hear someone when I was on the phone. This continued on so long that finally at MIDNIGHT, I couldn't take it anymore. I called the front desk and the person acted like she had no idea what I was talking about. She said she'd send someone to check into it and ask them to stop. Noise continued. I called again at 12:30AM, she said she knew some work was being done and would ask them to stop. Again, noise continued. I called again and after 3-4 calls, I finally reached her around 1AM and was told she'd send someone again and tell them to stop. Noise continued. Finally, at around 2AM, I left the hotel and went elsewhere. No idea if and when it stopped but do know that the 2nd person in my party in another room heard noise on and off throughout the night.
There are multiple problems with all of this. 1) Who schedules work like this during the middle of the night and then why so close to guest rooms that it keeps people up all night?! 2) The service around the issue was horrible. I called multiple times and nothing was resolved. I was never offered to switch rooms to another part of the hotel. Never offered any compensation on the room (I would have never charged a customer for such an experience). No one ever followed up to make sure it got resolved or that I was happy. Nothing. Nada. Zero. 3) Where is the management in all of this? If a customer had such an experience, I'd sure as heck make sure a manager was involved and that person would ensure the issue got resolved and the customer was happy.
Instead, all I received was a 3,000 point bonus. That for horrible service, a night of absolutely no sleep, and having to leave and pay for another hotel room elsewhere! Completely unacceptable and really an insult. Also, this was in addition to all the other things about the hotel that weren't good ... but I won't go into that here.
In the end, I think this experience says a lot about the hotel management and culture and is the reason I won't ever return. Period.
January 24, 2014
Rated 4 out of 5 by KarensHoliday This hotel extrememly comfortable & clean.
The room was very clean and we were upgraded to get a great view of the square. Loved that we were able to go to the Club Lounge for complimentary breakfast. Go early though because the food gets sparse the closer you get to 10am. Had a scary experience in one of the elevators. It couldn't decide if it was going up or down. I reported it to the Club Lounge staff and again the next morning to the front desk. The front desk said they would take care of it. Asked for more towels and someone brought them promptly with a smile! Asked the bellman for restaurant suggestions and he was so nice and helpful. We had a great experience, thank you!
February 28, 2012
Rated 1 out of 5 by Business22 Tired Hotel, needs attention
This hotel at one time probably was pretty nice. It is a far cry from that now. There was mold in the bathroom (that needed to be gutted), tub drained slow, door was damaged, just poor all around. The hotel was noisy due to maintenance, Restaurant overcooked my medium rare tuna to well done. I would not stay here again. I would not recommend this hotel. Parking was also bad. Was afraid that could not park SUV due to low ceiling. Got a nasty note for parking in garage after I had cleared parking in valet area with front desk due to fear of damaging vehicle. Twenty five bucks a day to park was steep as well. Lousy entrance from garage too. Just gross.
December 2, 2012
Rated 5 out of 5 by Nini60 Hotel Location was Grand!
Downtown Sheraton was located in the midst of shopping malls, stadium, restaurants, etc. We were able to walk to these sites and explore to our heart's content. We didn't have to utilize the taxi to get us places. We were able to watch the Indiana Pacers play and it was within walking distance. Places like the CVC Pharmacy was around the corner for any necessary items that we needed. AND, also a Starbucks coffee shop was within the hotel which made it very convenient to have our bold coffee every morning and tea in the afternoons. Thanks.
April 7, 2014
Rated 2 out of 5 by ATrain76 Absolutely Hit and Miss
I've been at this hotel 3 times in the last few months and my experience has been consistent....in that it has been consistently INconsistent. During my most recent stay we had a variety of issues in our room (complete lack of shower pressure, dirty floors, malfunctioning toilets, etc). The buggy system is a joke. Every time I've been there I've requested one to have my luggage brought to/from my car and I've never had one brought to me quicker than half an hour...and on more than one occasion, they simply couldn't find one and I had to haul luggage for 5 people quite a long way. That's is simply unacceptable. In addition, the front desk staff were completely UNaccomodating when I attempted to get details about where they were. They were also generally unhelpful in many other ways...i.e. telling me an extra rollaway bed was available and it would be brought up soon...when I didn't have it within an hour and called back to check they said they were mistaken and one wasnt available...not knowing whether something is available or not is generally incompetent, but not calling back and having the decency to say so is inexcusable. The fitness center is also barely adequate in that most of the equipment is barely functioning and ridiculously noisy...nevermind that the lobby WIFI cant even reach down there. My experience would have been wholly unpleasant if it werent fot the gal running the club lounge who was an absolute gem...helpful in every possible way...friendly and polite. All the staff should take a cue from her when it comes to truly treating your guests like clients and not like inconveniences
July 4, 2012
Rated 1 out of 5 by BLRD Discounted rate should not mean discounted service.
Of all the service staff I had interacted with during my stay, only 2% were polite and helpful. The attitudes and mannerisms of the front desk employees were far below expectations. I have never been treated so rudely. When I would ask a question, I would receive a rude response or a question with an extremely inappropriate attitude. The air conditioning in the room did not work. The television only had approximately 40-50% of the channels offered. The hot water lasted only a few minutes. Internet was offered as part of the rate offered for the room during the convention stay. I was not provided with this information during my check-in, when I called down to the service desk I was met with attitude and received the answer in a negative tone then hung up on. When I notified the front desk that the air conditioning was not working properly, the response I received was “They’re working on it! If it’s blowing its working”! I was personally too frustrated with my experience to even bring up the hot water; but instead included on my comment card. I was sent to the wrong meeting room when I asked where I was to go for my meeting (I was sent downstairs rather than the 21 floor). I had a package waiting for me at the front desk and when I came to pick it up I was first told that it wasn’t there, and then rudely asked to describe it.
I understand that this was a busy time- the conference I was attending had over 200 attendees, but being in customer service it is important to greet with a smile and treat your guest with respect. The least they could have done was apologize for their inappropriate behavior.
I usually enjoy my stays at the Sheraton, but after all this I do not think I will be staying at one again.
May 2, 2012
Rated 4 out of 5 by Paul Newly Renovated Rooms are Nice
Even though this is an old property and some of the common areas could use a bit more work the staff is great and the newly renovated rooms are well done
April 30, 2014
Rated 3 out of 5 by JohnQBusinessTraveler Great Location
I have stayed at this hotel several times and the location is perfect. This time I got a suite and found it comfortable and spacious. THey have tried to upgrade the older style with some nice new features. Overall the hotel needs some updating but the improvements do help. The rooms are clean (with the exception of the TV screens). The furniture is less than stellar (couch looked like a cat had a field day on it) but generally comfortable. The bed was exceptionally comfortable and the room was quiet. I was disappointed in the front desk staff at check in as they were unimpressed with my SPG status and did not recognize me at all.
November 25, 2013
Rated 3 out of 5 by EagleRock Mostly unremarkable
We were passing through on a long road trip and chose this hotel as we love the Sheraton brand for our young family, especially the suites. Unfortunately, this hotel was not adequately staffed when we arrived (11pm), had no luggage carts available, no valet available, and they then said it "looks like we upgraded you to a suite" when in fact our original reservation (what we paid for) was a suite. This hotel wasn't "bad" but was merely adequate when compared to the entirety of our SPG experience. We would try the Westin in town the next time we are passing through even though we prefer the Sheraton branch of SPG to Westin usually.
July 20, 2013
Rated 5 out of 5 by Fan2001 What an Improvement
It had been about 2 years since I stayed at the hotel. The remodel is great.
April 29, 2014
Rated 5 out of 5 by Kit25 Comfortable, welcoming environment
Rooms very comfortable, quiet. All staff were very helpful and attentive.
April 29, 2014
Rated 4 out of 5 by Lahainagal2014 The staff is very responsive to guests
I found room service to be very responsive to my needs and requests and must commend guest services for sending security immediately when there was an attempted intrusion into my room by college students partying in the hall outside my door. Security was firm but not abusive and the situation was well in control once they arrived. My only negative comment regarding responsiveness would be to my report of a leaking window during rains that left a 2'X1' area of carpet completely soaked for nearly 12 hours.
April 8, 2014
Rated 2 out of 5 by traveler2809 average
I asked for a King bed when I checked in and was told the only room was a handicap accessible room but that the only difference was the shower. I was very mislead. Not only was the shower barely accessible for someone handicap, the bathroom ceiling had a leak and water sprays all over the floor. The "towel racks" are the required assistance bars that are around the toilet. THe hand towels hung on the bar behind the toilet and were touching the back of the toilet and toilet handle/flush. It was very gross. The bath towels all hung on the other bar next to the toilet. If you would actually need to use the bar for assistance off or on the toilet, you'd have to move all the towels somewhere -- but there isn't anywhere else to put them except the floor. There is no shelf or bench or other rack for items to be placed on. The counter space is non existent...I had to put all my toiletries on the floor under the sink. The shower is not wide enough for anyone - handicap or not - to sit or stand in. The shower head is on the long wall (not the typical short wall/top of the shower), which made it even more difficult to shower and not have water spray all over the bathroom floor. The shower curtain was cloth, so when the water did spray on it, it just pushed the curtain back and water went everywhere. During my stay, the TV randomly went out - right as I was showered, in bed and ready to watch my favorite show. I called down to have someone come take a look and try to fix it. I got a call from the manager 3 mins later telling me sorry they can't fix it and that she'll give me HALF a nights stay for free. HALF? I got HALF the amount of SPG points added to my account since they couldn't fix it. She couldn't change my room bc they were completely sold out that night. She did offer for me to go downstairs and watch TV in the bar -- they don't play the sound on the TV's there. No thanks. I told her no one had even come up to look at it and try. She immediately sent the "engineer" on duty and he just looked to see if it was plugged in and the said the digital signal was messed up and he'd go see how to fix it and come back or call. I never heard from anyone again. This hotel also charges $11.95 per day per device for internet. It's slow and pricey. You'd think it'd be free or less than $11.95 per day considering it is 2012 and the internet is no longer the newest invention of our time. The hotel is very loud - you could hear everything going on in the hallways, hear the elevators (which are RIDICULOUSLY slow) and even hear the people in the room next to me. The guests in the room next door were enjoying themselves to the point where not only could I hear everything, but the wall was shaking and causing my bed to shake. It was very disturbing. Also, there is construction - at the hotel and outside the hotel, which is VERY VERY loud. A few good things about this hotel is that is close to the canal - a beautiful part of downtown - tons of runners, bikers, walkers, etc. enjoying the sites and weather. It has a Starbucks attached that serves their full menu of breakfast sandwiches, which is cheaper than the breakfast buffet at the hotel. Overall, I was very unhappy at this hotel. I do not recommend it unless you are ready for something noisy and a wet bathroom.
May 21, 2012
Rated 3 out of 5 by Coach43 WONDERFUL LOCATION & GREAT STAFF
With a super location & wonderful staff, I just couldn't believe that our hotel room was not air conditioned. Also, as a SPG member we were not informed when we checked in that there was a "Club Room." We didn't find out until we saw on the elevator that there was such a room on the 10th floor. When we inquired at the front desk about the availablity of the "Club Room," we were told that it was only for Platinum Members, however, since your here let me have your room key, I this will get you in. Also, we found that the five elevators were very inconsistent. I must admit, that I have never seen a more effiencent hotel staff, and I have traveled around the world.
April 1, 2013
Rated 3 out of 5 by KSue88 Stay has some challenges
The gym and view were excellent, and the front desk was always helpful when approached in person. My main challenges were with the internet- unreliable and extra cost (not typical in the hotels I have been traveling for business). The room also had no towels the first night. When I called down for towels at 12am, they took awhile to come up (20 minutes+). I called back and was told that the staff/security had "other things to do" and they were coming. I would have appreciated a bit more courtesy.
I will be traveling to Indy at least twice a month for the next six months. This experience made me want to book another hotel.
August 22, 2013
Rated 5 out of 5 by terran An Amazing Overnight Experience.
I cashed in some of my SPG points for a free night here, after we came across a last-minute opportunity to head to Indy. This was one of the nicest and most surprising stays I've had.
1. Despite booking a basic King room, I scored a free upgrade to a suite...in addition to the check-in gifts.
2. The staff was very friendly. Kudos to Damien for all of his help!
3. The room was great. Clean, spacious, and comfortable.
4. The pool area was nice and large...and being rooftop, the city view was great!
5. The bar area had a really nice atmosphere and fast, friendly service.
Kudos to you guys, this was a really great trip!
August 26, 2013
Rated 5 out of 5 by Varyaag GenCon Experience
My group stayed at this hotel for GenCon and I thought it was fantastic, my only problems with the room were the small space, and the lack of a fridge or microwave, other than that it was great. A few of my other friends rented a private meeting room in the basement for a game we were going to play, renting the room came with service, a phone to call up and ask for whatever we wanted from the restaurant/bar. This was Excellent, the other places we were trying to rent the meeting rooms for were asking upwards of $1200 for a twelve hour time slot where as the Sheraton was free. We tipped heavily for the fantastic service.
August 30, 2013
Rated 2 out of 5 by JRP04 Room for Improvement
A very good location but the facility did not meet expectations.
1. We were arriving late so I called ahead of time and asked if we could have sheets available for the sleeper sofa. I was told it was "not possible" because they didn't have access to the room (???)
2. The lock on the door was not mounted properly and was falling off - held by one screw
3. The room was recently renovated but housekeeping had not thoroughly cleaned it. There was dust on many things, likely left from the construction.
4. The shower was slow to drain and the water pressure was low.
5. Modling was broken off the bathroom counter
6. No shampoo and just one bottle of water in the room.
7. The Club Room was nice but we had to walk around the fans placed to cool the room off.
None of these severely impacted our stay but a number of little things add up and leave a negative impression.
April 13, 2014