Rated 3 out of 5 by chris232 Stifling Stay
The appearance and the staff were excellent. The service at the wedding we attended was excellent as well. The food was delicious The evening was going along well until my wife and I went back to the room to sleep. The room was very warm when we entered at the time of check-in. I turned the thermostat setting way down to cool the room off while we attended the wedding. The room was much warmer and very stuffy upon our return. The room was so uncomfortable we could not sleep. The family of the bride (long time family friends) was hosting a breakfast the morning after the wedding. Due to the condition of the room my wife and I were actually so exhausted and felt generally sick that we left without attending the scheduled breakfast. I later learned that all the guests who attended and stayed the night ( approximately 45 rooms) had the same conditions in their rooms.
December 23, 2013
Rated 5 out of 5 by HasanKhatib980 Excellent
everything was extremely perfect.
thank you very much
December 18, 2013
Rated 2 out of 5 by Frodos924 May Be Time To Rebrand This as a Four Points Property
Having stayed at a number of Sheraton properties over the years I must say this was by far the most disappointing. It may be because of its location and the clientele it likely generally caters (mostly those going to the Basketball Hall of Fame of to Six Flags).
I received the kind of treatment from the staff that I would expect to come from a motel. I was running late and called ahead to see if I could have my girlfriend check us in to make the evening's plans much easier. The person I talked to on the phone did not seem at all interested in getting my girlfriends name correctly spelled and I hazard to think what would have happened if I had actually given my girlfriend the go ahead to check in for me (and this wasn't the case that they were busy because I called at 18:45)
When I finally did check in the staff was equally as unimpressive. I was not addressed by name and was hurried through the process. I was not even told what room number I was to be in nor where the elevator was located and was left to my own devices to figure that out.
When I returned to the front desk to ask about getting a car service I was directed to Enterprise, the rental car company. Maybe it is some colloquialism that I have become accustomed to in my big city travel, but I thought it general knowledge and jargon that a car service would be referencing a livery service. Attempts to get the number to a local cab company were met with being told that the best solution was to return to my room and call guest services and have them call a cab for me, which would take 15 minutes. Perhaps I have become too accustomed to being pampered by helpful staff at other SPG properties, but in my experience a person at the front desk -- heck, the valet outside -- generally is more than happy to make the call for you. I did, however, find the people across the street at a separate hotel property far more helpful in ensuring that my needs were met. Had they had any availability I would have much rather stayed at that hotel property.
The rooms were again, just passable. They were extremely rough around the edges with the furniture showing noticeable signs of wear, and much tear. The hotel is located basically atop the highway so you are rocked to sleep by the sound of cars on a highway. The windows and window treatment did a passable job at keeping the road noise to a minimum.
Housekeeping in the morning was not the least bit concerned about the "Do Not Disturb" sign on the front of the door and I was pleasantly greeted by knocking at my door and the sound of the door opening at 9:00.
Checkout was a breezy although not as breezy as the folio suggested. I spent a good five minutes trying to figure out how to check out using the TV as I was instructed I would be able to do on the folio but to no avail. I suspect that they got the standard template from a properly functioning Sheraton property and didn't take the time to amend to confer with their actual opening. Checking out at the front desk was fine, although I didn't get the customary invitation to come again.
All in all if you are a frequent traveler who has come to expect a certain level of customer service and fit and finish to your Sheraton stay, I would steer clear of this place because it will only disappoint. If you want a affordable hotel that is a cut above a place that will keep the lights on for you, then this may work for you.
I usually turn first to SPG when it comes to where I am staying during my travels, but after my experience at this hotel I will sadly be stepping outside of the SPG family for my stay.
December 17, 2013
Rated 4 out of 5 by Shannon24 Relaxing
Staff are very professional and pleasant.
December 9, 2013
Rated 2 out of 5 by Liz5 This hotel caters to pleasing unruly families
My family was looking forward to a relaxing stay while visiting a few local sites. What we found were children playing hockey in the halls. Not until several complaints from other guests did the hotel address the issue. We were just finding our way to our rooms and were nearly knocked to the floor. That night an unruly guest at 12:20 began persistently knocking on the door above us. After 1/2 hour it ended. Then the fire alarm was pulled falsely 2x between 2 and 3:30 AM. WE HAD A HORRIBLE NIGHT! Management was more interested in taking care of the needs of a large group...who let their children run halls, elevators, hockey sticks and balls...and drunk adults, than the balance of the guests.
December 3, 2013
Rated 5 out of 5 by Unhappytraveler2012 Wonderful example of customer service
I checked in with my fiancé and two small children on Thanksgiving evening. From the front desk staff, to the folks at the pool area, to the lounge - incredibly welcoming and friendly. As a business traveler I can say that the staff was in the top 5% of hotels I've stayed at. Sorry I didn't get the individual names as they deserve the recognition.... Thank you!!!
November 29, 2013
Rated 2 out of 5 by leigh3296 Springfield, MA
The room was extremely hot and there was no way to adjust the heat. They recently got rid of movies on demand and switched to regular cable which was also another let down.
November 19, 2013
Rated 3 out of 5 by JLG34 Overnight Trip
My friend and I were staying overnight for a weekend of shopping. When arriving to the hotel, we pulled up to the garage, and were told that their garage was full and we were given directions to another garage. We headed to that garage only to find that that too was also full. After more driving in circles we finally got to another garage, and had to unload all of our bags and lug them across 4 streets, up numerous flights of stairs, and back again, because we had no idea how to get to the hotel from the garage. We were never told about the parking and walking OR the fact that we would be charged $12.95 to park for the night. The room, was clean, but I would not recommend paying the extra money for the "Club access" as it truly wasn't worth it.
Overall, the hotel was spotless, and the staff were professional. The beds in our room were extremely comfortable, and again, the room was very clean. I will definitely stay here again, but will book a cheaper room, and see if we can do valet parking to avoid walking with all of our belongings.
November 18, 2013
Rated 2 out of 5 by jjk77 Dated and poor service
I stayed here for five 4-night stays over the space of 6 weeks, for a total of 20 nights.
Rooms are old, need renovation and updating, and don't have a fridge or microwave unless you are in an extended stay suite. Some rooms have a faint smell, and 2 of the 5 that I had during my weeks there did not have blackout curtains. The common areas were nice once, but look to not have been updated in 15-20 years.
Staff is generally superficially nice but has very poor attention to detail. I travel a lot and am generally pretty tolerant of mistakes, but every stay, at least 3-4 minor things were wrong. This included cards missing parking, disputes over the negotiated rate, cleaning my room when I had a sign out, not cleaning my room when I did have a sign out, and others. When staff was asked to remedy whatever the latest issue was, got increasingly visibly annoyed. Again, people make mistakes, but correcting the mistake with a smile and an apology rather than overt irritation is key to good customer service.
Also, parking is an issue - even if you pay the $13/night for the underground lot, they allow outside parking there. Nightly events and conventions can mean that the lot is full and you have to park across the street and walk to the hotel. In my opinion, the area is not safe enough to be parking at night in a remote garage and walking alone to the hotel.
As good things - the rooms are clean and the beds are comfortable. If you have to stay here, it's not the worst place ever, but it certainly isn't the best.
I can't recommend this hotel unless you have a convention in the hotel itself and are looking for convenience.
November 13, 2013
Rated 3 out of 5 by JUSTJO2013 Expect the unexpected
I WAS Not happy nor WAS I satisfied!
November 11, 2013
Rated 3 out of 5 by Mac52 We were diappoinged with our 2 night stay
We ordered breakfast in our room on our first morning and came back in the evening to find breakfast tray still in room where we left it. Housekeeper also opened our door at 9:00 to come in, and came in.. Desk clerk never asked us for a time we were leaving or to expect this. Paying12.50 per night to pak is extravagant.. breakfast exepensive and not worth it. ALSO asked for tea and was told hotel only had earl grey and green tea, not breakfast tea. We come to Equine Affaire every year (12 years) and we disappointed and will not return again.
November 11, 2013
Rated 5 out of 5 by Lark Above and beyond , very comfortable
I just got back from a long weekend stay, I had two rooms booked for the equine affaire event. I have stayed at many different hotels but I have to say the sheraton in springfield is above and beyond. the room was very clean and the bathroom was also there was a lot of little extras that were unexpected and enjoyed like a bathrobe!! The staff was excellent and friendly. We had a great stay. The parking is a little tight but we managed and I will be using them again next year!!!!
November 11, 2013
Rated 2 out of 5 by amam get the facts
Should have disclosed the fact that parking is not free but an additional charge. Did not find the help very knowledgeable when asking questions. On a busy event week had one person working at the desk and two people standing behind them smiling at the line of people. Found items twist ties in my bed that I did not bring. No soap in the shower. Looked like two complimentary bottles of water in the room but if you looked really hard there was very light writing that would be easily missed with a $2.95 price on it. Did not even offer complimentary coffee in the am in the lobby. would not recommend.
November 9, 2013
Rated 4 out of 5 by Sam789 This hotel's rooms are very nice
Very pleasant stay! The beds are so comfortable, room was very clean.
All staff members were friendly and courteous.
The only down side was that the food was rather pricey, though very tasty. Room service delivery was quite prompt, but food was barely warm.
Totally enjoyed my stay; would stay here again.
November 8, 2013
Rated 2 out of 5 by Verified Reviewer getting run down
I've stayed here a number of times and the hotel is starting to show wear and tear. The closet door in my room was off the hinges. there was a light out in the bathroom that was never fixed.
November 7, 2013
Rated 5 out of 5 by JanenRon Convenient to major highways
Hotel staff was very attentive and responsive to our requests. Parking was very convenient. Club level offering and staff were excellent. Room temperature was not easy to adjust due to green hotel settings .
November 1, 2013
Rated 5 out of 5 by totrav great llocation
great hotel with great location and great service
October 28, 2013
Rated 3 out of 5 by LD123 NO valet parking
I stayed in this hotel this past weekend and arrive at 11:30 pm to find the hotel did not have valet parking. I had to park on the very bottom floor of the publlic parking garage under the hotel in the very last spot. I had to walk late at night through the entire parking garage by myself with a young child. I was terrified. Not a great way to start my experience with this hotel
October 28, 2013
Rated 5 out of 5 by jackpolvt Great Hotel.
I was totally happy with the hotel.
October 27, 2013
Rated 5 out of 5 by NAEB1 Springfield Stay
Very nice facility. Attended a conference, everything was set up nicely for sessions and meals/entertainment. All members of the staff were excellent, very friendly and helpful.
October 24, 2013
Rated 3 out of 5 by Naaaaa conference
tub didn't drain well, room was clean, food at conference has a lot of room for improvement.
October 23, 2013
Rated 2 out of 5 by Argyle1015 Incompetent Staff
Yes, the hotel was clean & met my needs & the staff was friendly for the most part but the level of incompetency overshadows everything.
A couple weeks before my reservation I called to upgrade my sister into a suite (it was her wedding). I was transferred around & no one seemed to want or be able to help me. All I wanted to do was give my sister a nice surprise & spend more money with your hotel. I was told that someone would call me back & try to make it work . . . still haven't heard back. Because I was there for a wedding which I was part, I needed to check-in early. The person on the phone was very rude & not willing to allow me to check in early. Luckily when I arrived early the gentleman at the desk was more than helpful & checked me in. What was disturbing was that they checked another family member in under my reservation which means they didn't even confirm his ID. Again, the gentleman was very apologetic & gracious by upgrading me. I really liked the room & thought that I could over look the mistake until I found out that they charged me for both my room & my brother's room. Luckily my brother caught it & fixed it before it was finalized.
I was also put off by the restaurant Picks. The morning after the wedding we went down for breakfast at 9:30, the staff seemed annoyed that our party of 10 didn't have a reservation. Once we were sat, the service was average but the buffet ran out of several items throughout our meal. One would think that with two separate wedding parties booked in the hotel that the restaurant would be better prepared.
I was very disappointed with my overall stay. I enjoyed the atmosphere & comfort of the hotel & a few of your staff members display the level of hospitality one would expect from a Sheraton. I was just taken back by the carelessness & overall lack of guest service by the rest of the staff.
October 22, 2013
Rated 5 out of 5 by MON19 Excellent hotel to stay at
Sheraton Monarch is an excellent hotel, for anyone's stay while in the Springfield MA area. Professional, courteous staff make you feel welcome and appreciative that you are there.Very relaxing atmosphere with all the amenities you would need. The pool area and fitness center is great and I must mention Gerry, the hotel masseuse who is outstanding.
October 21, 2013
Rated 1 out of 5 by Lee36 I won't stay there again.
I stay at Starwood Hotels all the time for business, but I will not return to this one. The suite I stayed in was attractive, but seriously in need of upkeep. The closet doors were off the runners, the cabinet housing the refrigerator did not close properly, and the toilet made a loud whining noise that lasted at least a minute when flushed. The bathroom door would not stay open and it was sticky to the touch. Towels were stored on the vanity even though there was room over the toilet for a shelf where they might have been reached from the shower. The lighting was much too dim, even when every light in the suite was turned on. The printer in the Concierge lounge was very old and slow and it spit out the papers it printed; there was no tray to catch them. When the printer jammed, the hostess had had no training in how to fix it. In addition, the toaster in the lounge only toasted the bread on one side - information told to me by the hostess. I ate at both restaurants and they each had the same basic menu. As I worked until 8:00, I was unable to eat dinner until 8:45. The Picks Restaurant was not crowded but it took 30 minutes for me to get my meal, which was a hamburger. The reason, according to the waitress, the burgers are handformed and therefore take a while to make. Also, room service orders are filled first.
October 20, 2013
Rated 5 out of 5 by CambridgeTraveler Close to Home, in the middle of it all
Thanks for making my weekend, non-work stay so nice and enjoyable.
October 16, 2013
Rated 4 out of 5 by grammie7 wedding stay
Great room, great wedding
October 15, 2013
Rated 2 out of 5 by Kloud One of the worse sheraton stay
I have been a loyal SPG customer and stayed a number of different Sheraton hotels. This is not a of the better ones to remember.
The front desk was impatient for any questions and our rooms were upgraded due to my gold membership. I think the room we got was just the standard room.
The bedding sheet had stains. Used paper-napkins are stuffed back to the box.
The "free" breakfast at the lounge was poorly managed and overly crowded. It is a room with about 15 chairs for a hotel of 200+ guests. It was a mess. Used plates and utensils are stacked on the table like mountain. Food and coffee ran out 15 mins after they show up.
October 14, 2013
Rated 4 out of 5 by jwjw12jw12 One Problem
This is the first Hotel that didn't have coffee in the main area in the morning....Such a class Hotel not to have this for there guess.
October 11, 2013
Rated 3 out of 5 by Guest9876 Only issue
The only issue I had was the heat would not turn on until late in the day. I worked on my computer in my room in the afternoon and was extremely cold and uncomforable. I did not like that I could not regulate my own heating.
October 11, 2013
Rated 4 out of 5 by JT53 Wedding Weekend
Very nice accomodations, clean and well staffed. Banquet space very comfortable, plenty of room at the tables set for 8 people. Dance floor was large enough to hold the crowd. Food was excellent. Service was speedy. My only complaint was that our shower drain barely emptied water for our showers (didn't complain as it was only one night's stay).
October 7, 2013