Rated 1 out of 5 by NOTHAPPY98 billing
screwed up my bill, charged me and my work, when work was paying for it
June 30, 2014
Rated 4 out of 5 by Joseph51 Great location and staff
I always enjoy staying here. The location is great and allows for an easy walk to all the central sights you want to see. The staff is always super helpful.
June 29, 2014
Rated 1 out of 5 by patr This hotel was terrible
Rude front desk staff. rooms not ready on time. Room smelled like a wet dog
June 29, 2014
Rated 5 out of 5 by charliei Extremely helpful staff
I was staying at the hotel while attending a three day conference. Upon my arrive, I noticed that the two buttons underneath the sleeves of my dress shirt were missing. I asked the front desk rep if she had any safety pins and she happily gave me some thread and needle with two safety pins. I would have like to actually use the thread and the two buttons that can with it to sew on to my shirt but I didn't know how. Peggy, one of the housekeepers on my floor was gracious enough to assist me, as she sewed on the buttons for me. Superb service by staff.
June 12, 2014
Rated 5 out of 5 by kac28 This hotel should be a Starwood training facility for "how to do it right".
The Philadelphia Downtown Sheraton staff deserve raises. From the front desk staff, to the maintenance staff, to the Club Room host, to the lobby bartender, and of course, the concierge team of Chris and Eric. . all met and exceeded our needs throughout our stay. The view from our room overlooking Logan Circle was spectacular and if you have never slept in a Sheraton bed, put it on your to-do-list! Our stay was made even more memorable on the night of my milestone birthday. We returned to our room from dinner to find chilled wine, cheese and crackers with a "Happy Birthday" greeting personally signed by each and every front desk staff member. WOW This staff is professional, caring and so friendly. They turned our get-away into a truly memorable experience.
December 30, 2011
Rated 4 out of 5 by Vicki2014 Good weekend
The room was comfortable, clean and updated. I thought it was great that there was both a shower and tub in the bathroom. After hours of walking around, a good soak was very welcome. Everyone I interacted with at the hotel was friendly and helpful. I had a "Pure" room, which was not adequate for my allergies, but might be perfect for someone having less of an "allergy year" than I seem to be having this year. There is no in-room safe, however, so I had no way to adequately secure my electronics. Also, I paid for the breakfast, but would not do that again. There are mostly carbs, not good for me, but the selection was healthy at least. Also, they don't put out enough snacks, and I never saw any hot appetizers, so if you want some, I guess you have to be first in line. Finally, while the wifi is not free, there are some computers available and the one in the Club, if you purchased access with our room, can be used for free.
June 24, 2014
Rated 3 out of 5 by Molly13 Good Location, but Smells Bad!
We stayed at the Sheraton on New Years Eve. The location was within walking distance to plenty of bars/restaurants, and we had a beautiful view of the art gallery from our room on the 24th floor. It was a busy afternoon, but the hotel was well-staffed so we didn't have to wait for anything. The room was comfortable. Our biggest complaint was the smell of cigarette smoke in the hallways and our room. Even though the room seemed clean enough, I just couldn't get past the fact that our room smelled like an ashtray (even though it was a non-smoking room). Luckily, we didn't spend much time there. Although the excellent staff made the most of what they have to work with, unfortunately it seems that their hotel has seen better days and could use a serious renovation.
January 4, 2013
Rated 5 out of 5 by Kell14 Breastfeeding Mothers- excellent accommodations!
I am a breastfeeding Mother who has experienced several barriers trying to travel and express breast milk. This hotel provided by far the best experience I have ever had trying to express milk for my child. They provided me with a freezer, and they also allowed me to freeze my milk in their freezer. They were incredibly generous and kind about my needs.
April 14, 2014
Rated 3 out of 5 by Marlon1Disappointments Rooms let me down...
To start the carpet in room 335 has began to buckcle right in the center location of the floor… if not address soon it will become a tripping hazard. The bathroom tub walls had not been cleaned in weeks… you could seen water stains completely to the ceiling. There was no comfort with sleeping… none of the double bed had any support or the pillows. I was up most of the night trying to find a posistion I could sleep in (not good for the back). The only good experience was there was a party the night we stayed.
December 31, 2013
Rated 5 out of 5 by PVJ64 Comfort, convenience, care
Each staff member remembered the names of my wife and myself. One overheard that my wife was celebrating her birthday during our stay and several staff members congratulated her and the concierge sent up cheese and crackers, her favorite snack. Angel G was so gratuitous and during a snow storm and it's aftermath kept the walkways clear in bone chilling cold and only paused to help each guest empty and load their cabs. He deserves a promotion as he could be an excellent front desk staff member.
January 25, 2014
Rated 5 out of 5 by Jayhawk52 Perfect Stay in Philly
Who knew that a somewhat corporate looking downtown hotel could be such a fun, convenient and pleasant place to stay. From the stellar room to the view from the big fitness center, to the kindness of the hotel's cleaning staff and front desk, this dispelled any stereotypes that "brotherly" (or "sisterly" love) wasn't alive and well in downtown Philly!
April 7, 2014
Rated 2 out of 5 by WCFieldsfan Many Issues
I reserved a club level room at a premium price. On check in I was given a standard room. No mention was made that I was being downgraded. When I returned to the front desk and complained the room rate was lowered to the standard for that room. If I had not complained nothing would have been done.
The concierge told me that the doorman would help me with getting a cab and giving the cab driver directions. In fact there was no doorman on duty and two homeless people were hustling guests to get them cabs.
May 21, 2012
Rated 1 out of 5 by MONSTRO Never again
I gave this place another chance and it was actually worse than the time before. First of all, it's dirty. The same smashed crackers that i saw on the floor in the hallway were still there 2 days later.
Here is the horror story:
A friend of mine was booked down the hall from me. He wiped his mouth on one of the small towels while eating one night. The next day after his room was "cleaned" he grabbed a small towel and it was the same ketchup stained towel that he had thrown on the floor the night before.
This hotel should not be allowed to be affiliated with SPG any more. Three stays there and it got progressively worse. Shame on the management of this hole.
August 15, 2013
Rated 1 out of 5 by Ivygal Good hotel, HORRIBLE customer service for SPG.
Wow. Sheraton - you left me (almost) speechless this time. I am an avid SPG member, and have stayed at more SPG properties this year than in any previous year. So please hear these comments as something constructive, and do not get defensive.
Quite frankly - this hotel stay was horrible.
Since I tend to be a glass-half-full person, I will provide some of the "good" for this hotel:
Rooms: We stayed in a Junior Suite, and the room was well appointed. The views were nice (902 was the room), and the furnishings were recently updated.
Floor: Overall, the floor was quiet - not too much ambient noise from other rooms or from the street level.
Location: It gets a B- on location - the 17th and Race locale seems helpful on the map, but when you get there, you shortly realize that it gets sketchy just a few blocks away. Just fyi for those traveling with small children, aging parents, etc. Be prepared to walk to get to where you need - and just be aware of surroundings like most cities.
Unfortunately, that is all I can offer for the "good". While the good was good - it was not nearly enough to outweigh the bad. The extreme shortcoming of this hotel is entirely by the customer service. From every standpoint, we, as guests, were required to look into the problems we had. There was never an "easy" solution offered by the front desk.
Room was not cleaned two days in a row. We were informed we were on a "green list" - and told the front desk and housekeeping repeatedly this was not the case. No one seemed to care.
Upon asking for the room to be serviced, and being gone all day for 10 hrs, the room was still not clean. Housekeeping was on the floor, large bags of laundry were scattered throughout the floors, and many rooms were still being cleaned at 6pm that evening. In my experience, this is just unacceptable. Any large hotel in a major city worth their weight in customers would find a better way to get the rooms cleaned and hide the mess from the guests.
We had breakfast coupons given to us as a comp for the rooms not being cleaned, and after we presented the blank vouchers to room service, we were told we had to call down to the front desk for authorization. Warning - if they pull this with you - they will tell you they cannot be used for room service. Push them on this - the vouchers are blank and just say "complementary breakfast". Here is where the true "beef" is - WHY ON EARTH are you making the customer (who has already had some trouble, thus the comped breakfast) verify they are indeed okay to use those coupons for breakfast?
Second night in a row, and the room was not cleaned. This time we had been gone close to 12 hours. Same story - we're on the green list, they have a lot of guests that weekend, yadda yadda. At this point - we were fairly fed up. The few hours we spent in our rooms were dedicated entirely to figuring out what the heck is going on at the Sheraton, and why can't hotel management just make it EASY on guests who are already having a poor experience and voicing it politely?
If you are willing to overlook a number of things, then fine - book an inexpensive room and stay here. However, if you are traveling with a spouse or family, and are hoping to experience the city that weekend - stay elsewhere! For goodness sakes - the headache we experienced this weekend was not worth the trouble at all!
SPG - please please PLEASE make a work-around that allows your staff to help remove barriers to solving customer issues. This is just silly, as now I cannot ever in good faith recommend this hotel to family/friends traveling.
A follow up to this - is that the hotel manager promised to follow up with us to discuss some sort of compensation for our troubles, and never reached out to us beyond a 9:30pm phone call the night prior to our check out.
May 21, 2013
Rated 4 out of 5 by March013 NO MORE FREE PARKING
Until last month this hotel routinely comped parking for SPG guests. This month I was told there is a new parking lot management company, and no more comps. No more comps = no more stays for me!
June 25, 2014
Rated 5 out of 5 by KateSS Met most of my needs
I loved the bed and most of the room facilities. No way to keep AC blower from blowing into the curtain, which is inefficient. The handling of the conference was excellent. (I was only a participant.)
June 25, 2014
Rated 3 out of 5 by Rosa01 It's okay but a fire alarm went off
The hotel is kind of old or not renovated. I was in a conference and the hotel had a lot of miss-communication. Furthermore,at 5am the fire alarm went off and they kept saying" stay in the room" for 20 mins!
June 25, 2014
Rated 3 out of 5 by Steph1972 Will not stay again
Stayed three nights on business. Had to move rooms three times in the first night. The first room, on the 6th floor had no hot water due to a hotel issue. (This room was horrible, so I was glad to move...carpets were stained and old.) Second room had soaking wet carpet in half of the room. I ended up staying in the third room because I was tired of moving, but it turned out to have no working electrical outlets in more than half of the room. Hotel was old and in need to updates.
January 16, 2014
Rated 1 out of 5 by tired No Sleep
The hotel was fine, but there were very unruly guests next to us. At 12:30 there was a very loud and profane arguement in the room next to us, security came up to break it up. At 2:00am they started up again - yelling and swearing - I think security arrived again. At 5:00am there was loud knocking and the telephone kept on ringing, we finally got up and left. When we were checking out, other guests were also complaining about the noise on the 14th floor. Needless to say we didn't get much sleep!
March 3, 2013
Rated 1 out of 5 by blockfl Worst Hotel Ever
Worst hotel I have ever stayed at, but the staff tried to be helpful. Club level room was reserved. Told at check-in we could not have club breakfast. Issue was resolved, and we were taken to our room, which had not been cleaned. Went downstairs and had luggage stored, Returned hours later and were taken to a very smokey room. We were then taken to another room, which had only one bed for four people. Next taken to room with person in it. Finally taken to non club floor room, where we stayed.
May 20, 2012
Rated 1 out of 5 by tassmannn Not a Good Customer Experience
I made my reservations (with a cancellation clause that should have ensured my room) back in July for an event that was held in this hotel. Upon my arrival, I was told I did not have a room for the night, and was sent to another hotel. I was further disgusted when I found out from employees at the other hotel that this was not an isolated event, and in fact happens quite a bit. We had members tell us that they will never attend one of our events again…what about the ones who didn’t speak up?
September 17, 2012
Rated 5 out of 5 by JMBH Sheraton Philadelphia
The staff was wonderful and extremely helpful.
June 26, 2014
Rated 1 out of 5 by Tara1 Far Below SPG expectations
This hotel needs major rehab!!! Right from the start, my impression was not good. A convention had just left and the lobby needed major attention. Lots of trash, debris, an an unclean look. I could forgive that but the room was majorly outdated. The carpet was EXTREMELY worn out. The hallway carpet had stains all over it. It just did not feel like the 'newer' Sheraton feel. Time to spend some money and bring this hotel up to date. Would not stay again.
February 5, 2014
Rated 1 out of 5 by FilthAbounds Not a Fan
Traveling every week, I found this hotel to be one of the dirtiest I have ever stayed in. I found the prior guests hand written vacation schedule on a napkin on top of the bath mat. In addition, the towels were worn and falling apart. Carpet was extremely dirty throughout the hotel. Clearly this room and hotel need cleaning and updating. VERY DISAPPOINTING. I would not recommend nor would I stay at this hotel in the future.
March 1, 2014
Rated 5 out of 5 by gao18 Excellent hotel for all purposes
I would rate 5 stars for all category if I was not happen to lost some sleep due to a fire alarm trigger by neighbor building.
June 25, 2014
Rated 1 out of 5 by SAblueyes The hotel needs a serious update
I arrived for a one night stay while traveling on business. I booked a club level room, and was less than impressed. The hallways and my room smelled like cigarette smoke. While the bed was new/comfortable, there were red stains on the carpet, badly repaired holes in the closet door, wall, and hair on the bathtub and sink. The wifi also did not work. I couldn't check out of here fast enough, and would not recommend this property at all. Only plus was the friendly FD and bell staff.
October 3, 2012
Rated 5 out of 5 by MelMel43 Staff is the Best!
This hotel is older, but very comfortable - especially the beds. What "makes" this hotel is the staff which is always very accomodating, professional, and friendly. The location of the hotel cannot be beat and has beautiful views of the Ben Franklin Parkway
June 23, 2014
Rated 5 out of 5 by bf707 comfortable and convenient
I was very impressed with the layout of the lobby and the friendliness of the staff. The room was great and the view was magnificent. Only problem was the noisy air conditioner
June 24, 2014
Rated 3 out of 5 by disappointcustomer Staff seemed overwhelmed
There was always a long line at registration and not only wasn't our room available when we checked in, but check in was at 3pm and our room was not available until 4pm.
April 13, 2014
Rated 1 out of 5 by alecia The service was horrible!
I was at the Sheraton this past weekend and had a horrible experience! The woman checking us into our rooms was rude and she sent us to a room that was dirty and then sent us to one with wet paint. She was unapologetic and tried her best to ruin our trip. She kept explaining whay she couldn't get us a clean room was because her computer wasn't showing her correct information. Really? You've been trained and this is the best you can do for your guests? Stay away!
February 20, 2012