Rated 1 out of 5 by dreamtso not a good SPG experience
as a gold member is do expect a consistent stay. This hotel was the worst spg experience we have had. we booked two adjoining rooms for our stay, when we checked in we were offered and agreed to club level upgrade.
* second bathroom did not have a shower curtain
* rooms did not have safe
* Club level benefits were not as advertised. when we went up at the advertised time for the appetizers they were not available, we were later told that they dont do it on saturday,...so why up sell us and charge us!
in a nut shell i would not stay here again and frankly as a long term gold member, i feel my points should be reimbursed!
July 17, 2016
Rated 2 out of 5 by thea72 WHY OH WHY!!!
I like this hotel because of the location. It is near by the museums and a restaurant we like to go to..So i've been here couple of times and my experience was pretty good... until last week..
there were couple of things i was willing to look over but... after the horrible staff issues.. i will mention all.
i appreciated the plat recognition and while few at the front were very courteous and professional, some were rude, snappy and had the "gosh when can i go home" attitude.
comforter was very lumpy.. looked like little critters were inside.. bunch of little humps..
the shower was not working when we got in at 11:30PM..
the indoor pool was not heated so had to wait about an hour before engineer came to adjust the temperature and for the water to start heating up..
now here's what really got to me.
we left our charger in the room and once we realized it i called and asked if they can look for it. the lady said she'd check and call me back. next day no one called so i call back, speak with a gentleman, he tells me he will call me back.... no call back
the 3rd day i call, lady finally finds my charger , which has not been logged in to lost and found but on someone's cart and she tells me they will send it to me. WOW! i am grateful and i thank her. but it's been a week... no charger.. i call back today and after getting the runaround for about 15 minutes... lady tells me they will send it to me... today...
i've asked the lady to have a manager call me back and i will see once again how their customer service is...and if they truly don't give a damn about their customers...
and to see if they will really send me back my charger..
July 15, 2016
Rated 5 out of 5 by Crystal12345 Beautiful hotel
Hotel was very clean. Rooms were comfortable. Staff was very polite and helpful. Relaxing and peaceful stay.
July 13, 2016
Rated 1 out of 5 by slwilkessr EPIC FAIL!
As a Starwood Platinum member, I am appalled at the lack of Customer Service from both the stall and general Manager. From the onset of my stay it was a total disaster. I've been a loyal Starwood member for years and have never experience this type of treatment.
July 13, 2016
Rated 1 out of 5 by kdawg57 AWFUL
I will never stay here again, the hotel staff was soooo unresponsive to all my complaints. I booked for my brothers bachelor party and I am embarrassed from the outcome.
July 12, 2016
Rated 4 out of 5 by kev104 Room
The only issue I had with the room was the smell of the room. Had a smoky smell. Also being a SPG member (new) I didn't realize I had access to a conp. breakfast. Would have been nice if I was told this when I check in.
July 6, 2016
Rated 3 out of 5 by DCTravelGuy Pretty Average
There was nothing special about this hotel. The lobby is nice and the location is OK. My first assigned non-smoking room reeked of smoke so I had it changed. The hallways are very dark. The bed was comfortable but the comforter looked pretty warn and had some pilling. The bathroom was nice but it had major dust problems on the vanity lights and the main light-switch was installed upside-down.
July 5, 2016
Rated 2 out of 5 by DaisyDreamer Taken my Money
I stayed by myself last year for 3 nights, I paid in advance. As normal they held funds. However to much was held, an amount of $704.11. The front desk assured me that this will be lifted. This has never been lifted, in fact only $18.06 was returned to my account. Like I said, I stayed by myself, I left the room tidy, when I checked out i was again assured the full amount would be returned to my card and notes were left on my file.
Fast forward to me settling back at home (aus) the money still is being held, I called and spoke with a gentlemen who said he would call/email back and that he couldn't find any of my details at all...this was around october 2015.
I just want someone to tell me what exactly I've been charged for!? No invoice was sent to my meal either..which i was told would happen when I was checking out.
NOT HAPPY AT ALL!!!! I feel i'm in the to hard basket as I live in aus and its not a big deal as they already have double the money now. I expect to be contacted this time!
June 30, 2016
Rated 2 out of 5 by Verified Reviewer Horrible to say the least
I booked a single king/queen bed online away from elevator and when I arrived the room they reserved was a double with 2 full beds next to elevator. I went to the desk to speak with the Manager, Meisha, and she was very unconcerned. She stated because I booked through a 3rd party there was no guarantee of request. I showed her the email confirmation from Sheraton stating single king/queen and at that point she stated there was no other room she was able to give me. Then I requested some type of compensation for inconvenience and she says" there was nothing she could do".
The beds were old and squeaked, the shower head was broken with low pressure, no fridge, coffee pot had old water sitting and bathroom faucet leaked water on counter when turned on. I
I addressed the Manager once again upon check out and received the response "sorry you did not enjoy your stay"
June 27, 2016
Rated 2 out of 5 by Traveler16 Needs Improvement -Lacked Value
Room smelled like a smoking room and as I'd the last occupant smoked in the room. The carpet was in poor condition and had not been vacuumed in a long time. Visible dust on parts of the furniture. Hot water in the bathroom didn't function properly. There was air in the water line, it violently came out of the funcet and was brown. Sink stopper didn't work. Door lock on bathroom door didn't work. Contacted hotel staff about three times with questions related to checking in and out, parking and maid service and didn't always get the answers I needed.
June 25, 2016
Rated 1 out of 5 by Daryl44 This hotel was awful
When I made my reservation, I told them that I was bringing my two Yorkies. Together, they weigh 16 lbs. I had also requested a dog bed. We got to the hotel at 10pm. I was given a room and when I asked where I should take my dogs to the bathroom she was surprised that I had my dogs. She told me she had to switch my room because they only allowed dogs on the seventh floor. She gave me a room on that floor. We went to Room 719. It was beyond terrible. The carpet had huge rolls across it. It did not lie flat and it was stained. It felt filthy. I went to the front desk and spoke to the manager. She gave me a key for Room 717. The carpet was flat but it had stains everywhere. The room was not clean. My husband went down and talked to them about it. We didn't want to be charged for the damages that were already there. So we stayed. It was the worst Sheraton we were ever in. Beyond our room, the garbage was overflowing in the hall and parking garage. The ice machine was leaking and the carpet under it had rust stains. The pop machine was not working. It just felt so dirty. I could not wait to get home. Prior to this trip, we had always stayed in Sheraton Hotels. This was by far the worst.
June 22, 2016
Rated 5 out of 5 by Trevchav Wonderful rooms and hotel
Some of the ways in which the system works with your reward spg account needed improvement because I ended up staying 3 days total, but it only says that I stayed one. Also the pool was under renovation which was a huge dissapointment and I was Charged at first for Internet even though I have a spg preferred account. But the hotel is beautiful and comfortable with a non invasive staff which is a major plus.
June 1, 2016
Rated 5 out of 5 by Corky67 The Sheraton in Philadelphia
The Sheraton Philadelphia was everything I expected. I only wish I could have stayed longer. I would have liked a safe and refrigerator. I guess I should have specified that.
May 23, 2016
Rated 4 out of 5 by annie3385 Good but can be Great
The hotel is in a great location. It is close to all the major attractions in Philadelphia. The view I had on the 8th floor was gorgeous. I experienced great customer service from the moment we arrived at the curb.
Housekeeping is terrible. My room upon check smelled like smoke. Toilet bowl dirty, bed skirt dirty, shower dirty. The manager Misha was quick to get it fixed. When I came back still some issues but she had it fixed. My wake up call did not work, thank God for phone alarms and thank God guest services figured out the issue and tried their best to resolve it. The plates and the cups at breakfast area were dirty. The restaurant and bar area is nice. Great waitress named Nicole and nice server named Shey.
Where this hotel lacks is housekeeping and dishwashing. Terrible. But I give it a 4 stars becuase of customer service. The staff wants you to enjoy your stay and are more than happy tp correct the wrong. For example, it took hours to get a utensils picked up frpm my room, Nicole in the restarant got that resolved for me. Misha made sure my room was fixed, security George found me when I left my wallet. Otis made me a delicious omelette two days in a row and found me a clean plate to eat from. Alison was a gem at checkin and helping me get to someone for my resolution. She also had a nice gentleman give us bottled water upon check in. Thanks!
Tina at the gift shop was always friendly.
Francis made sure I knew where I was going when I left and the bellman were very helpful.
Paul the operations manager sincerely apologized and advised me he would address the houskeeping staff.
Fix housekeeping and you will have a great hotel!
May 23, 2016
Rated 1 out of 5 by smakas Worst hotel experience so far
Our recent stay at the Sheraton Philadelphia Downtown must have been the worst hotel experience to date. Judging from the hotel's decor it seems like it hasn't been renovated in decades. Checkin and checkout experience were quite underwhelming; clerk didn't even ask how was our stay during the checkout. The room we got was very sad and tired: smelly, felt as if not cleaned in a long time, stained carpet, moldy/stained shower curtain. It seemed as if half of the furniture was moved out of the room too -- it only had a single desk chair but strangely there was no desk lamp. To make matters worse there were other guests on the same floor who were celebrating/screaming at 3AM while kicking a ball in the hallway and slamming doors. Guests' lack of class and crazy behavior aren't hotel's fault of course, but what is is taking forever for the staff to come up (3 times, no less) and quiet things down. I think I am going to stay away from this particular Sheraton and perhaps from the entire brand as well.
May 12, 2016
Rated 2 out of 5 by Sscot23 Less than pleased
The bed and room size are great! The bathroom was sub-par, to say the least. After a few trips to the front desk, it got better but never met my expectations.
May 9, 2016
Rated 3 out of 5 by JillW Nice, but needs a facelift
The major area of focus needed for this hotel would be that it needs to be updated. The air conditioner ran poorly, the TV wasn't able to pick up all the local channels, and room decor was outdated and worn.
May 9, 2016
Rated 2 out of 5 by Chicago1985 Poor Stay for Business Traveller
I selected the hotel as my normal hotels (Le Meridien, Westin) were out of the budget range. The room itself was nice, but I was unable to connect to the internet despite several calls to the front desk and their tech support. My consulting team also had trouble. We went downstairs to the lobby to speak to the front staff and the attendant said 'there must be too many people trying to use it right now. Maybe it will be better in the morning.' This was at 11:30pm.....Also, I was on an SPG floor and it was loud all night. Someone must have been having a party. Kind of rowdy. No recognition for SPG Platinum 100+ either. I was put in a room next to the elevator which didn't help.
May 8, 2016
Rated 4 out of 5 by RGHM2016 philly stay
We were put on a lower floor because we checked in later at 6pm. The view was another building, but the floor change from the SPG floors were due to a water problem occurring at the time. But the problem was also the room being right next to the elevator that kept us awake during most of the night.
Ive stayed here before and loved being on the upper floors with a great view, and a quieter stay.
Overall, I enjoy the hotel and will stay again, but hopefully better arrangement if I am delayed in checking in.
May 2, 2016
Rated 2 out of 5 by MoJO527 Disrespectul Customer Service
We chose the Sheraton because of its proximity to The Children's Hospital - we were attending a Diabetes Conference there. When reservations were made, we received a confirmation number, cost of room, reserved 3 rooms with Queen size beds (told that was all that was available), and requested a refrigerator (needed to store insulin), and that a shuttle would be available from the hotel to the conference (2.99 miles). Upon arrival we received 2 rooms with king size beds, and one room with one double bed. There was no refrigerator in any of the 3 rooms, and there was no shuttle service to the conference. The people at the reservation desk told us that we needed to know the name of the person we spoke to on the phone when reservations were made - that confirmation numbers meant nothing. We spoke to 2 people about the shuttle service - and there was no shuttle to the hospital and nothing was done to help us. Upon checking out, the same attitude. No one would help - and there was nothing they could do. Bull! I would recommend that CHOPS have nothing to do with the Sheraton - because they did nothing to help us. The only nice man there was the Security Man - he was very helpful! I do not recommend this hotel. All they care about is the money!
May 1, 2016
Rated 1 out of 5 by CRUTE265 CONCERNS
THE HOTEL NEEDS UPDATES AND MY ROOM WAS NOT CLEAN TO SHERATONS STANDARDS, MANY STAINS ON THE CARPET ROOM 2424, AFTER GREETING THE FRONT DESK EMPLOYEE, I ASKED THE YOUNG LADY TO PLEASE LOOK UP A PREVIOUS RESERVATION OF MINE IN ORDER TO OBTAIN A CERTAIN ROOM WHICH WAS TOTALLY IGNORED. THE LOBBY DID NOT HAVE THE NORMAL WATER AND FRUIT TABLE AS REGULARLY SUPPLIED. BEING THAT I PAID DOUBLE THE PRICE FOR MY HOTEL STAY,FOR THE SAME LOCATION ONLY DIFFERENTS DATE,THE HOSPITALITY SHOULD HAVE BEEN HELD TO A HIGHER STANDARDS. I
May 1, 2016
Rated 5 out of 5 by KimAN17 Relaxing
My stay was great overall. My initial room was not to my liking, and Erika (at the front desk) was able to address my needs promptly! This made the remaining days very relaxing.
April 23, 2016
Rated 5 out of 5 by AlicesDad Nice hotel, centrally located
This hotel is right downtown in Philly, close to the center of business activities. It probably would be a good location for sightseeing as well. The hotel is clean and comfortable, and I appreciated that self-parking in their underground garage was an option. The common areas were in great shape, and the room was clean - although the carpets and the bathroom fixtures are showing a bit of wear. All in all, this was a good stay for a reasonable price. I'd stay here again.
April 5, 2016
Rated 1 out of 5 by Verified Reviewer Very disappointing stay
I like the hotel because it is close to my office and when I stay in the city this has always been my hotel of choice. However, my stay on March 15-16 was not restful. I was awakened at 2:00 a.m. by loud banging and when I finally fell asleep at 6 a.m., I was awakened again. Also, there was no phone service in the hotel. I usually look forward to staying in the city as I commute to work from Union, NJ every day. This night's stay was not comfortable and pretty much defeated the purpose of staying in the city.
March 17, 2016
Rated 3 out of 5 by FrustratedMember Make-a-green-choice bonus rarely work as expected
I request make-a-green-choice for all my stays. However, the bonus rarely show up as expected. I tried to request it when I check in and I hang the tag at the door every night to get the cards and submit the cards when I check out. Nothing seems to work.I have to call to get it if I caught it. I checked my credit for my stay past week and sure enough the make-a-green-choice bonus points are missing again! Very annoying.
March 14, 2016
Rated 3 out of 5 by pandabear14 Convenient but always something a little off
I am a consultant and travel every week for months when on a project. I stay here because it's convenient, but would not choose this hotel for vacation.
- staff are nice, the bar staff comes off a little aloof.
- I love the basket of apples at the front desk, flavoured water and hot apple cider in the winter.
- the beds are comfortable.
- the gym has everything you might need.
- the bar has reasonably priced beers
- the atrium is quite lovely.
- very convenient location to restaurants, night life, transportation.
Not so good
- the hotel is old and it is evident everywhere. At the same time, management does not have an attention to detail. The blue carpet on the lower floors frequently has stuff on it, dust, white fluff from renovations, etc. and there is no reason why it's not vacuumed more thoroughly. Almost every stay, something irks me. (someone had not finished vacuuming the remnants of a heater cleaning and had not taken the vacuum away, the night tables have dust on them, so obviously have not been cleaned in a while, my hair dryer broke, there wasn't enough hot water one morning)
- every so often, there is a slight whiff of manure in the hallways on the 6th and 8th floors, and I haven't the faintest idea where it could possibly be coming from.
- the food is at best mediocre. The only reason to eat here would be for convenience as there are many excellent restaurants within a 15 minute walk of the hotel.
- for all the talk about making a green choice, the staff seem to ignore it. And there are paper, plastic cups in every single room. Glasses would be much more environmentally friendly and would make the whole experience a little classier.
Renovations are expensive, but management could do a lot. In the end, the hotel management does not pay enough attention to detail, is not exacting enough of its employees. Even dependable corporate guests can only take so much. I will be moving on after this project, as I don't want to complain about something after stay.
February 29, 2016
Rated 4 out of 5 by jlontos3 Exactly what I needed
This Sheraton was exactly what I needed for my stay in Philly. This was a last minute trip since since I was attending a funeral that was planned very quickly. The staff was helpful and I found my stay to be comfortable, easy and not a big production. This hotel is conveniently located near a lot of different places in downtown Philly, too.
February 29, 2016
Rated 1 out of 5 by MichaelZR Service & Quality Very Poor
I had really high expectations for my stay at this Sheraton but I must say I was disappointed. This was the worst experience I've at at a SPG hotel.
The room keys didn't work. I had to go down to the front desk multiple times from the 24th floor (Oh and there was a convention going on as well so the elevators stopped at every floor) to get the keys coded. Finally security had to let me into my room because the front desk could not figure it out. I had to pay to get out of the parking ramp when i w told my room key would let me out. I had to pay extra just to get out of the ramp. The equipment and furniture in the rooms are old and squeaky. they shake when you touch them like they are about to break.
I love Sheraton brand but this particular facility will not be on my staying list anymore.
February 28, 2016
Rated 5 out of 5 by 27denise Nice hotel
very clean, helpful staff and great location
February 25, 2016
Rated 1 out of 5 by DCman91 Hotel or Night club?
Booked a room this past Friday night as I was in town for just the evening. I have stayed in a number of hotels (I am a Platinum member as well) and this was hands down one of the worst experiences I have had. Upon arrival I was not offered an upgrade or an explanation as to why one was not available. As it was only for one night and the only time i was spending there was to sleep. I obliged to the standard Queen bed room. From there it only got worse. Early in the evening there was a fair amount of commotion in the hall (there were two events taking place at the hotel so that's to be expected). The noise finally quieted down, or so I thought. Starting around 11pm the hallway turned into a full on party. Loud music and people talking loudly filled the hall, making it impossible to get any sleep. After calling the front desk, someone finally came and put a stop to the commotion, but it was well after midnight at this point. After managing what little sleep was possible, I departed my room the next morning to find candy and garbage all over the hallway.
Overall very disappointed with my stay and the property. Given the costs of rooms, guests should be allowed to sleep and not disturbed by inappropriate ruckus in the hallways. If that is the type of activity that is permitted to take place at this property, it will be a long time until I stay there again.
February 22, 2016