Rated 2 out of 5 by Annie35 Unfriendly Staff
Location of Hotel was all that was satisfactory about this Hotel.
Staff not friendly especially in the Club.
Selection in the club poor and I would not bother again.
Overall overpriced but convenient.
September 20, 2013
Rated 4 out of 5 by Guest66 Good stay
Theyhave a problem with their Taxi Serevice.
Allow at least 30 minutes from the time they call one to arrival. They only use "House taxies" and will not call a regular Taxi.
This slows things down quite a bit!
May 11, 2012
Rated 4 out of 5 by mrschaff Lovely hotel
Really nice hotel and friendly staff but my room on the 3rd floor was this time like a sweat box. the cooling / heating didnt really help manage that as well as I would like :)
April 4, 2014
Rated 5 out of 5 by Jan16288 Great hotel for stop over before early flight
Good quality hotel, comfortable bed and not noisy considering closeness to airport, bar prices expensive £10.50 for Chardonnay and soda spritzer
April 20, 2014
Rated 2 out of 5 by Tyson540 Dire need of renovation
Dire need of renovation. Torn wallpaper, peeling paint, dirty carpets, old tech - CRT TVs, no thermostat control for temp.....needs help. Wouldn't recommend until rooms are updated.
February 23, 2014
Rated 4 out of 5 by djfitz Hotel is very conveniently situated
We have stayed at this hotel a number of times and the quality of service is consistently good. The location is very convenient to the airport and the staff are very helpful.
October 22, 2012
Rated 2 out of 5 by NFSIII seriously off the boil!
I just had to think long and hard about the "would you recommend this hotel" - based on my last 2 stays I'd have to say no.
Having previously been a regular at this hotel, always pleased with the value proposition (accepting the trade offs for a good priced night, I was really disappointed to see prices rise and service fall terribly. In particular for an airport hotel, poor check in / check out experience (the spg member line is wasted and doesn't get you served any quicker). Lots of unsupervised trainees on reception, poor service orientation, staff appearing harassed. As a loyal SPG'er it's simply not the experience of the past.
July 7, 2014
Rated 4 out of 5 by Araujo Great airport layover
Great layover for a 1 day or at least 12 hours connection. 10 minutes from airport and facilities are very good.
Good price for a Starwood property.
October 13, 2013
Rated 5 out of 5 by Luca69 Pleasently surprised
Neat hotel, clean, renovated, excellent service and very nice staff. Excellent location (few miles from Heathrow airport. A real pleasant surprise.
August 1, 2012
Rated 5 out of 5 by Knox16 very friendly
Staff goes the extra mile to assist. When I left a coat and trousers in room, they worked to send them to me the next day. Good food in rerstaurant
February 17, 2013
Rated 4 out of 5 by 1944 First visit
Very pleased with this hotel for the price I paid. Staff and room both excellent and Club Room worth the extra. Wil definitely stay again.
March 28, 2012
Rated 5 out of 5 by Back Excellent stay
Spent the night here as it was close to Heathrow. Very comfortable hotel, clean rooms and friendly staff. Will definitely stay here again.
September 28, 2012
Rated 1 out of 5 by JJW2 A lot to be desired
This Sheraton property is one of the worst I've stayed in over the course of my time as an spg member. The staff at the front desk is not very welcoming and there is no obvious order as to who is in line for check in/check out purposes. Second the property is completely run down and has been this way for some time. I have stayed at this location on more than one occasion and every time the room is uncomfortably hot each time but the staff is able to bring a fan at my request. The gym consists of old dated equipment which should be replaced. The pro I will say is the breakfast which requests were fulfilled without any trouble.
July 23, 2014
Rated 1 out of 5 by travelfrequent Poor Customer Service
Rooms are small. Hotel facilities needs to be updated. Check in time was long. Customer service was awful.
July 22, 2013
Rated 3 out of 5 by Jose333 Needs woorks
Nice hotel for the budget, good breakfast.. But rooms need renovation and tv chanels are realy poor
September 10, 2012
Rated 5 out of 5 by Roger1955 Sheraton First Stay
Everything excellent apart from the Gym facilities, slightly limited, apart from that, no majors.
August 2, 2012
Rated 1 out of 5 by Andrew137 Very shoddy experience
I chose the hotel due it's proximity to Terminal 5 at Heathrow ahead of an early morning departure. Check-in at the hotel was long and painful. Despite having prepaid for the room, check-in took getting onto to half an hour which I think is ridiculous. This was complicated by the fact that I refused to let the check-in staff block £109.11 (why this absurd amount??) on my credit card for a prepaid overnight stay, as it can sometimes take days for these things to clear. Although I am a Starwoods Preferred Guest member of some years we were given what looked to be a crew room. This was in poor condition with a broken cupboard door (hanging off one hinge) . In addition the in-room refrigerator had not been cleaned of the previous occupant's contents. We requested an alternative room which this time had a refrigerator that did not work at all. At this point, we could not be bothered to to try and find another room. This was all just shoddy attention to detail, surprising at a Starwood/Sheraton 4 star hotel. One redeeming feature is that we ate dinner at the hotel restaurant (there being nothing else in the neighbourhood). I will say that the meal was excellent and the staff very helpful and courteous.
August 26, 2012
Rated 5 out of 5 by BRFoster Sheraton Heathrow Jan 2013
Always a pleasure to stay at this hotel. Staff knows me and treats us like royalty!
January 6, 2013
Rated 3 out of 5 by JohanW Did not live up to their usual standard
I have stayed many nights at this hotel (probably around 50 nights!). It is convenient to Heathrow and has usually been satisfactory. However, on this particular trip July 31-Aug 1 nothing went right. At the check in, the clerk was very confused, did not recognize what Platinum status was, did not ask what amenity I wanted etc, was distracted, and when he finally gave me the keys he said "you have been upgraded to a club room". Well, I actually paid 188 GBP for this night and had booked a Club room so when I went to my room I wondered what fantastic room I was upgraded to. In reality, it was a very normal club room, howeber with an extra (third) bed so I had no room to move around etc. Hardly felt worth 188 GBP!
Also, once the clerk realized I was Platinum the clerk told me the keys would work for the club room, he said it opened 7am for breakfast. It was always 6.30am so I went up and checked the sign which said 6.30am. Next morning we went there at 6.40am but the door did not open. We finally banged on the door and another guest opened, clearly my keys were not set up for my paid access to the club room. In summary, you need better trained clerks. I will try this hotel again but hope to see a better job done.
August 10, 2012
Rated 3 out of 5 by NicN Could be so much better
I stayed in this hotel for 2 weeks, over 3 separate stays while I was working in the Heathrow area. It has given me the chance to see what is good and what needs improvement.
Sheraton Heathrow is mostly frequented by one-nighters who have to stay overnight in Heathrow between flights. You can expect *a lot* of people checking in and out. And this is indeed the case. The hotel has 5 check-in desks, but only 2 are ever staffed. Consequently, there is always a long wait in the queue. To make a difference between a merely good hotel and an excellent hotel, this hotel has to aim for zero-time wait check-ins and check-outs and meet that goal.
This morning I stormed off in the queue while waiting to check-out. Only 2 staff members were checking guests in and out. There were 5 guests waiting in the queue. So I asked a passing staff what the delay was. The reason? Two of their terminals were broken! This is not an acceptable excuse - hotels of this calibre must have redundancy measures to keep the business running in the event of system failures.
Over my stay, I've had to check in and out 6 times. Each time, I've had to wait in the queue for at least 10 minutes. This is not acceptable. Only zero-time wait is acceptable with an airport hotel.
Waiting and queueing seems to be the norm in this hotel. Travellers are always in a hurry or they will miss their flight. So why do I have to wait to be seated at breakfast while I see staff busy clearing tables?
September 27, 2012
Rated 4 out of 5 by RobK1 Great Value & Location
I have stayed at the Sheraton Heathrow on a number of occasions and find the venue great for location, near Heathrow terminals, and great value. The rooms are comfortable, not the way I would furnish my house, but quite okay. I have not experienced the A/C to be a problem as some people have highlighted. The new bar is a great improvement, but still lacks a bit of character, but I think that will come in time. My only issue is the SPG status at reception, there are perferred signs, but these make no difference. In summary great value for the location.
May 22, 2012
Rated 4 out of 5 by jorchm Overnight in Heathrow
The hotel fulfill the purpose of my stay which was to rest for an overnight in London. Wasn't expecting too much from it because of the short time, but it needs to improve in some aspects. The pro's are that it is a good option very close to the Heathrow Airport. It is just a 5 minute ride on the Hoppa bus, straight from the airport terminals. The Hotel has a huge and comfortable Sheraton @-Link living room, with 4 or 5 desktops. The wireless connection throughout the hotel works perfectly. The breakfast buffet on the restaurant was excellent with a big selection of items. The bar offered a good selection of drinks and the atmosphere was nice and pleasant. Check-in was quick, easy and there were enough agents at the front desk to avoid line-ups at that time. The rooms are kept clean and spotless with the full amenities that the Sheraton brand requires
Improvement areas that I found are the following: Since I booked a stay on the Club Level floor, I was expecting to have some rest and enjoy the amenities of the Club Lounge to avoid crowds and catch up with some work, but I found that the Club Lounge was a very tiny space for the amount of guests that they have access. The Lounge was open 24 hrs. but it was unattended after 8 or 9 p.m. therefore the supplies were running out and the garbage and leftovers were piling up. At some point guests have to clear the garbage on the tables in order to be able to use them. There was no access control to the lounge so pretty much everybody could come in. If the Lounge is open 24 hours, it should have some attention after the main attendant left his/her shift. Check-in and Check-out cannot be done at the Lounge (even they have the desk and spot for the attendants, but it seems to be out-of-use). Another aspect that I found that needs improvement is the A/C system in the rooms. It seems that needs and enhancement and update. The temperature cannot be controlled properly and the system didn't cool down enough the room, therefore we have to open the vents on the window to get some cool air in.
This is a very busy hotel and gets crowded sometimes during evenings and early mornings.
November 8, 2013
Rated 3 out of 5 by Ben1983 Nice location, good luck with Room Service
The lobby and check in/out area has recently been upgraded which is nice, however on the many occasions I've visited there have been longer wait times as there is often only a few associates behind the desk. This may make sense during off-peak times however I find that quite often at around 1-4 there are few staff at the front. When I went to checkout at 3pm there were only two associates and a line of four people checking in. Since I needed to clear up some things with my bill, I couldn't use the express service. Also, there was no clear line for gold/platinum level guests, just one line for everyone so it made the process take longer.
I have found on more than one occasion when waiting in line at this hotel that an associate may appear but will avoid eye contact with the many people waiting in line to be served as they have papers in hand or are doing something else.
On that note, the associates who have helped me are very friendly and knowledgeable about the benefits for SPG Platinum members however when asked about any platinum suite upgrades the associate had to check with another associate (not their computer) and have come back with a no they are not available.
I decided to eat in through Room Service and was not happy at all with the quality or service I received. In the evening I ordered a club sandwich and asked about the ingredients used and was able to order it without certain items I don't like on a sandwich. It came with an order of crisps as well. When the food arrived the sandwich had items that I wasn't told about and ended up leaving quite a few pieces of it behind. On that note the crisps were quite moist, soggy and stale (which was unusual), It seemed as if they had been out of a bag for a few hours. So I called Room Service and let them know about the crisps, the associate apologized and sent up some replacement crisps but they came well after my sandwich was done (though they were fresh).
The next day I decided to try Room Service again. I pressed the Room Service button at around 11am and it automatically went to the Service Express number as the line for room service kept ringing. The associate went to transfer me to Room Service but said the line was busy and he would have someone call me back immediately.
Over an hour later I had to try calling again as I hadn't heard from anyone, and the Room Service line kept ringing, so it forwarded to the Service Express number. I explained I wanted to order food and hadn't heard from Room Service yet. The associate apologized and said he would find someone and call me back to confirm that I had been contacted (which was very nice as he did the second time).
I then heard from Room Service and was able to place an order that was quoted to arrive in about 20-25 minutes. Almost 45 minutes later I got my lunch, so unfortunately when I wanted to order food at 11am, I didn't get my lunch until after 1pm. The Service Express associate did call back to confirm I received a call from Room Service (the second time).
So all in all I will continue to stay at this hotel as I prefer the Sheraton brand, however I was very unimpressed by the room service quality and service considering the price I was paying for the food. Perhaps I should do as other reviewers and walk over to the McDonalds across the street in future.
August 6, 2012
Rated 4 out of 5 by Expectans Reasonable price for convenient location.
Easy to reach by free local bus with not too much luggage - otherwise the Hoppa won't break the bank.
Good breakfast. Handy lobby internet.
October 3, 2014
Rated 5 out of 5 by Steve58CA Good airport hotel
I stayed one night after arriving at Heathrow prior to a week long visit to London. As a Platinum member I was upgraded to an executive room with club access. The room is a basic business room but the club access is definitely a benefit with appetizers and drinks provided in the evening. As I was staying over the weekend, the breakfast was provided in the restaurant and included full English buffet (bacon, sausage, egg, and continental meats and cheeses, cereal, etc.). Nice bar scene on an evening too. East access via the Heathrow Hopper bus. Also, if you fancy a pint walk about 0.5 miles to the White Horse pub for some excellent local beers and friendly chatter.
May 6, 2014
Rated 2 out of 5 by Paul12345 Poor Experience
I was staying using points… due to a last minute change of plans, I had booked a second night (arrived one day earlier).. so there were two reservations numbers.
Check-in Agent recognized me as SPG Gold member, was very pleasant, but it took forever to complete the transaction. He said he merged the reservations, however when I returned back to the hotel late on the evening of my second night, I couldn't get into the room. I went back to the desk, they told me the card worked but gave a new one. That one didn't let me in either. Returned to the desk a second time and still the card didn't work. Returned to the desk a third time and asked for the manager. He made a call to security to meet me at the room and I heard him say -- "oh that one" The manager then asked me if I was staying on a reward for the second night… it appears that they had physically locked the door to prevent access.
I am disappointed that it had taken over 15 minutes to perform the initial checkin transaction and it wasn't done correctly. Further the handling of the screwup by the hotel front desk could have been more professional. When I enquired the first time, the front desk should have known there was an issue that needed to be clarified. I shouldn't have had to make three trips back to the front desk. Room was very warm. (Window only has a small tilt out section.. so not much ventilation could come in -- even with the curtains open.) Couldn't cool it down and had two nights of poor sleep. The security bolt on the door didn't work. Very disappointed.
October 4, 2014
Rated 4 out of 5 by CAGB Overnight Prior to Early Departure
Other than long line at check in (three people processing the line from two flight crews and a hotel hoppa busload just after a delayed/cancelled BA flight), the experience was great. The service in the lounge was friendly and attentive, the food was good (burger was overcooked, but had good flavor) and the room was clean and well appointed.
One nice touch was a morning snack bag packed for me as I was departing before the hotel opened for breakfast that was included in my rate. The paper bag contained an apple, yogurt and croissant with butter and jam packets. Nothing fancy, but hit the spot at 4:25 am.
October 1, 2012
Rated 4 out of 5 by Tota Good location
This hotel had friendly staff who answered all queries efficiently but it can do with more staff at reception as they were all very busy all the time & the customer had to wait in a long time t bee seen
September 23, 2014
Rated 1 out of 5 by pinpetch 2nd stay in 2 months
I stayed here again in September prior to my flight. They got my reservation wrong. When I went down to reception to clarify it with my confirmation, he questioned what rate did I pay. It is irreverent what rate I paid. I booked a club room with club access. This I found it rather rude of him.
The restaurant a la carte menu was very disappointing and with not much choice. The buffet was not all inspiring.
Again for the room, it is tacky and need redecorating badly.
Club lounge was dingy and warm. The drinks offer during hor d'oeuvre hour was uninspiring so was the food. All on offer was wine a beer.
Overall the worst hotel I stayed in with regards to club facilities.
The only plus was the free internet, The hotel managers does not care either. I complained to the duty manager, who happened to be the security manager and I did not get a very positive reply.
September 8, 2014
Rated 4 out of 5 by trevv9999 Ideal for me
Based in Belfast with a Regional office near Heathrow, the Heathrow Sheraton is in an ideal location.
For me the difference is the staff who are extremely attentive.
September 22, 2014