Rated 1 out of 5 by UnsatisfiedInIndy unacceptable
had many problems from the very start. overpriced wifi service in room, staff had to be contacted 3 of 5 days to clean room appropriately or to bring towels. bathtub was dangerous, did not have antislip mat, had to go buy our own, no in room info about local attractions or restaurants, unknowledgeable staff. definitely will not stay here again - plenty of other choices in area.
Rated 1 out of 5 by SalParadise My room was hot and musty smelling
My room smelled bad from the minute I walked in. It smelled as if there was a mold problem in the room.
Also, the A/C in our room was very ineffective. My girlfriend and I both had a difficult time sleeping because our room would not cool down. We spent most of the night tossing and turning and sweating.
Finally, we were not given the room that we reserved. We had booked a king size bed, which was guaranteed with a credit card. However, when we arrived at hotel we were given 2 queen beds. When we asked about it they said "oh well, too bad".
Rated 1 out of 5 by example23 extremly outdated
Hotel needs complete update! Room not clean! Pool area outdated. Club level definitely NOT worth it! Everybody in hotel gets in club level so don't bother with paying for it! Drink such as beer,wine etc. should be in club level. Milk provided was 3 days old and spoiled! Construction in room next door! Very loud in the morning!
Rated 1 out of 5 by Rooney Dissatisfied
This is my second and certainly final stay in your facility. This time my issue was two fold. I stayed 3 nights and not once was I visited by housekeeping. We called each day and were accused by the staff of leaving the do not disturb sign on our door. We went down and got our own clean towels and coffee refills. I also had to call to have my bill emailed to me after it was promised twice. Once received, I was charged 3 nights after being told I would be charged 2 by the front desk clerk upon checkout (we arrived at 6AM our first day) . We were also double billed for our room upgrade to a suite and I am now waiting for this credit to be returned.
On my previous visit in October of last year, you water stopped working the Sunday morning of our departure and I was forced to go skip a shower prior to flying for 6 hours (not pleasant) and we all had to share one unflushable toilet prior to leaving. For this lovely experience, I was credited $40 whole dollars off my stay. And again, I had to call on this once I was back home to get this credited to my account. For a hotel that charges as much as you do, the service level is appalling. I will make sure to share my experience on the web so others know what to expect.
Rated 1 out of 5 by YOUNG312 Extremely rude staff
I booked this hotel March 11th for one night. Upon my arrival they gave me a room that had construction going on. I opened the door and it was a DISASTER. Plumbing supplies everywhere, buckets of paint and all sorts of things on the floor. Apparently they were doing some renovating and couldn't double check to see if the room was ready prior to assigning me a room. I had to come back downstairs with my bags(very heavy) and explain the situation. They assign me another room... went up stairs and it was fine. Second problem, I was at the bar in the lobby with my girlfriend having some drinks. I asked the bartender if she can charge my cellphone for me. After a few drinks I went upstairs and completely forgot I left my phone with one of the employees. I come back downstairs and they wee all gone. i asked the staff in the front desk did anyone of the staff leave an iPhone. they responded to me saying "If you in fact left your phone it would be in this drawer. They kept saying that over and over as if I was a liar. They asked me "Are you sure you left it with one of the employees. I responded yes I am sure. One of the guys said very rudely to me "I guess you will have to fill out a lost and found form because I am pretty sure if they found anything they would put it in this drawer at the front desk. I kept asking can you check in the back or someplace else. He told me he has no idea where the phone is. I ask if they can call one of the bartenders and find out he said he can not do that. I ended up leaving indianapolis without my phone. On Monday after leaving about 4 messages I finally get someone on the phone. I explained my situation to the lady and she said she would call me right back..no more than 30 minutes she was able to locate my phone. Do you know that all the staff on Sunday had to do was check in another room and I would have had my phone. They are some rude and disrespectful staff at this hotel. I am a star wood preferred member and I am totally embarrassed by the actions of the staff. A good customer service representative would have said "Ok it's not at the front desk as per procedure but let me look in the back. The staff didn't do that they just would have rather me not have my phone. I am seriously disappointed. G. Young
Rated 1 out of 5 by ajf2118 Desperately Needs to be Renovated
This is an old, outdated facility that desperately needs a complete renovation. The rooms are old, the plumbing is sub-par, the walls are VERY thin, the closets are half-height, and the HVAC is horrible. Even the ironing board is a small, non-standard size. Not a comfortable stay. It's age really shows in comparison to a brand-new alternative that's 2-3 blocks away.
On the plus side, there is a full starbucks off the lobby.
Rated 1 out of 5 by ErinM12 Dingy Hotel
I stayed at this hotel instead of my usual choice of the Westin down the street and I am sorry I did! When I got into my first room is WREAKED of mildew. You could almost feel the mold in the air. I went downstairs and asked to be moved and was sent into an adjoining room (which I specifically asked to avoid) that again smelled of mildew, but less strong. When I called down to the front desk to ask for room spray, they gladly said they'd send someone up. No one ever came. Someone did knock on the door around 11PM delivering a wine opener (which I did not order)... Finally, upon checkout they billed me for internet which was included in my room rate so I had to go down and get a new bill. Never again will I stay at this hotel. It was dingy and disgusting and even worse the customer service was terrible!
Rated 1 out of 5 by Educator42 Extremely disappointed!!!
Reservations were inaccuratedly made by Sheraton customer service. Got to Sheraton after driving for hours...no room! Front desk "helped" me find a "nice" hotel somewhere else. The "nice" hotel was in a deserted area. I was afraid to get out of my care. And...it was, literally, connected to the hospital. It's a building occupied by people visiting their family member who is a patient at the hospital. Really??? Nice "HOTEL"??? Was this done on purpose? I'm an educator who, along with several other teachers, visit and stay in Indianapolis several times a year. I've never been so humiliated in my life. Now, I'm told I have to wait until after an investigation is done and recording listened to in order to receive a refund. Disappointed Indiana Teacher
Rated 1 out of 5 by Ed35 Not happy
No hot water for 2 days and I was told they knew my room and others on that side of the hotel were having issues. I wondered why I was put in that room after I was told they upgraded me to that particular room.
Rated 1 out of 5 by nyc1982 Unsatisfactory stay
I checked in on Thursday and in my profile it says I do not like to be near elevators. I was told the only room left was near an elevator but could be moved if I did not like the location. I was not told the room and the elevator shared a wall, making the sound unbearable. I was told I could move rooms later that evening. When I returned they told me they only had the same room available but on another floor. I told them I am a SPG and traveling for business and was told that I would be able to move. They finally found another room, only to be moved again when this room was dirty and smelled like smoke. A quick note--the first room also did not have a working tub that drained properly. I was on to my third room, which was fine but not great and went to move the bed over to use a plug in order to charge my phone and the headboard came crashing down on me. Each of the 3 rooms was stocked differently with toiletries, if at all. I was treated as though I was an inconvenience to the staff while trying to find a comfortable and clean room. I would not recommend anyone staying at this location, other than the fact that it is conveniently located.
Rated 1 out of 5 by Kathy This hotel needs updating desperately
The water was cold for my showers
The room temperature was uncomfortable. The staff said they would get me a fan
Rated 1 out of 5 by Indytravel Unbelievable
There was urine in the toilet when we got to the room. Enough said.
Rated 1 out of 5 by jntyler88 A terrible experience
Only thing good was the location. Inefficent staff support and terrible housecleanning. Room was outdated and had stuff stuck to the pillows and half drank bottle of complimentary water. Overpriced for the service and doesn't even serve a continental breakfast. Would not recommend anyone wasting their money and staying here.
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.
Rated 1 out of 5 by Preston This hotel has gone down hill
Have stayed at this locations before a year ago. I have never seen a hotel change so much in such little time. Very understaffed. The condition of the hall ways were worn and large plywood panels covering multible sections of the walls with floor edging torn away from the wall . The noise or lack of noise proofing made the rooms very un-private . If not for my family being with me I would have left.the hotel .
Rated 1 out of 5 by MillerWedding2012 Terrible
There was not hot water the day of our wedding, the staff just shrugged and was not helpful at all. We arranged for gift bags to be handed out at check in for out of town guests, the first guest that checked in got all of them!! Thank goodness they did not take them all. The rest sat in a back room and were not handed out. When I said something I got the shrug again. When I asked for them tto be handed out I was told we can try to at check out. This was all pre arranged.... Terrible customer service.
Rated 1 out of 5 by Annoyed123 This hotel is dirty!
My son and I stayed at this hotel the night before appointments at Riley Hospital. It was FREEZING in our room and room was disgusting! Toilet seat actually had BM on it! Called housekeeping to come clean it and she only cleaned inside of bowl and didn't know English for me to explain! There was stains of either BM or puke on bedding! DISGUSTING! Finally got heat to turn on and it was so loud we couldn't sleep! TV turned off numerous times by itself and desk clerk told me it was electrical problem from guest above! The dining room was not open when they told me it would be so my 3 yr old could not go in bar to eat! WIFI would NOT work and I sat on hold for 15 min with "internet help" and finally hung up when they didn't answer the phone........Will NEVER stay again. Very disappointing and annoying especially when you have a sick child that you are taking to Riley's after traveling 4 hours to get down there!
Rated 1 out of 5 by B2012 Poor hospitality
My main issue with this hotel is with regards to the hotel staff. For example, the restaurant was supposed to open at 6:30 AM. I arrived at 6:30 and the restaurant was not open. I watched the staff walk in and out of the kitchen for 15 minutes. No one greeted me or came up to me to say that the restaurant would be opening soon. I went to the front desk and he indicated that the restaurant should be open but did not know why it wasn’t. I then went back to the restaurant and went up to a staff member who was walking out of the kitchen and she informed me that it would be another 15 minutes.
Normally this would not be an issue but I was participating in a marathon that day. There were SEVERAL of us relying on this restaurant and they let us down. I am from out of town and was not familiar with the area and had to quickly make alternative plans. This is just one of several negative experiences I had with this hotel. I will not be staying at this hotel in the future and will be informing the race director of my experience (this hotel was recommended by the Monumental Marathon). I hope that the race director does not work with this hotel in the future.
Rated 1 out of 5 by Dale121 This Hotel has a electric problem
We spent two nights without electricy
My daughter Skerlong did not receive room cleaning while in heer room for two days.
You charge for high-end service but provide very bad service.
Rated 1 out of 5 by Hotelpro Rude accounting Dept
Website somehow got wrong name on reservation and then somehow missspelled it. Got overcharged on rooms and then on two different cards, called accounting dept and got some rude treatment from a woman who knows NOTHING about customer service! Thought i was going to die on one elevator ride. Those are SOME of the issues. Never again!!!!!!
Rated 1 out of 5 by Cara2000 Outdated Hotel & Understaffed
The front desk was unable to keep up with the line for people to check in. It took 15 minutes in the Preferred line to check into the hotel. The lobby was full of people waiting for rooms, which were not clean/ready, and we arrived at 5pm.The hotel rooms are outdated and poorly kept. The wallpaper was torn, beds seemed worn, and the couches were styled in fashion over 10 years ago.
Rated 1 out of 5 by AwesomeEK NEVER stay here
We checked in after a long 8 hour drive and were greeted by the smell of septic in the hotel lobby. WE thought it would end there but by the time we got to the room we were ready to leave. The room was at least 20 years old in decor. The fixtures in the bathroom were at least the same age as well. We changed rooms 3 times because the first room smelled of cat urine and there was pet hair everywhere. BTE< they are pet friendly. Too many other problems to mention but the staff was nice for the most part and a decent concierge lounge open 7 days.
Rated 1 out of 5 by Campos64 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.
Rated 1 out of 5 by Mary129 Sheraton - Indianapolis
OK lobby. Rooms clearly dated. Several ceiling leaks. Uncomfortable. Housekeeping staff is doing its' best to maintain. Well below Sheraton brand expectations.
Rated 1 out of 5 by disappointed57 Late notification of street closing
My daughter's wedding had a block of rooms for 8/9/12 to 8/11/12. She was notified on the 9th that the street in front of the hotel was going to be closed. She was further instructed to let her guests know this herself! A huge crane began work outside at 6am on the 11th and woke all guests. No excuses very poor customer service!!
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.
Rated 1 out of 5 by GarH No AC in Room... HOT!
Upon checking into our room we discovered that the AC was not working. The front desk was contacted and approx. 2 hours later a building Engineer arrived. He attempted to fix the AC while we were trying to get ready for a early evening wedding. We were informed that upon our return to the hotel that we would either have AC or a new room. Upon our return we discovered a broken fan in our room, no AC and no available rooms. Desk claimed they would have given us a new room or cleaned a dirty room instead of selling out... if only they knew we had no AC.
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.
Rated 1 out of 5 by MrsNeverAgain Worst Hotel stay ever....
This experience for my 3 day stay was the worst ever. I have never in my 10+ years of traveling experience a worst stay than this one. My room had no AC and the staff mention that they would bring me a fan because some rooms had AC and others did not. I suggested that they move me to a room that had AC. So, once they moved me the second room which had no AC either, neither unit in there worked. I was apalled by the lack of management to even speak with me to help make my stay more comfortable. This was the worst travel ever and I was treated with little respect for my visit and no one seemed to have cared that I was having to suffer with a room that was 80+ degrees. I was offered bottle water and ice cream (maybe that was their way of caring) After several days of complaining I was comp a night...althought I suffered each night. This will never be my choice of hotel EVER!!!
Rated 1 out of 5 by Goldie Please Clean My Room
I stayed at this hotel for5 nights over New Years Weekend. I had to asked for more towels every day because when they cleaned the room they would only leave 2 towels for 2 guess. Also on 2 different days they didnt clean our room, even asking 3 different times for them to clean it. I shouldnt have to beg for my room to be cleaned, but apprentely here you have to, but it doesnt mean they will clean it. When we said something to the front desk, they acted like it was no big deal. There also was a fight outside our room with broken glass and things being thrown, no apology was even made to us. I have been a memeber of starwoods for years, but yet nothing was done for it.