Rated 2 out of 5 by James31 This hotel needs new staff
There seems to be a lack of customer service training at this hotel. Upon check in the person helping me at the front desk made me feel like I was not a welcome guest. I had to ask about everything that was available at the hotel and after that she didn't even recognize my spg status. I had to ask for my status upgrades as well. When I called down to get more towels and another robe I was told it would be sent up. I never received anything. I was even told not to leave the do not disturb sign on the door and I specifically did not put it up for them to deliver those items. Having stayed here before I had a certain expectation. This time it was well below that.
June 5, 2012
Rated 5 out of 5 by spgflyer Clean, bright hotel with great staff
I have been staying here for a few months now, and this is one of my favorite properties. The hotel is new, clean, bright, and inviting. The staff is wonderful. The rooms are comfortable. The room service menu is limited, but there are lots of nearby options. The only drawback is parking - it was designed for valet-only, and they randomly block off sections of the parking lot so people cannot park their own cars. They should ditch the valet and move to self-park only; this is a value hotel, not a luxury property. Otherwise I'd highly recommend it.
October 31, 2011
Rated 3 out of 5 by jackson8888 pet policy
found no info on pet except that your hotel was pet friendly was informed upon arrival that i was to be charged $150.00 non refundable deposit.asked to see policy agents could not find it on websight manager was called and showed me whare it was buried in websight however now when i look back i still cant find it. i do look for these things prior to booking and think they should be more prominate.
October 1, 2012
Rated 4 out of 5 Poor WiFi
In my review of my stay in March 2013, I wrote that there was a problem in getting out of the parking lot because you needed the room key to open the gate. I'm happy to say that this was fixed; now you need the room key to get into the parking lot. (The first time, you press a button and get a printed ticket to give to the desk clerk.)
However, the in-room WiFi was abysmal; it kept dropping carrier, causing internet access to fail. But to be fair about this, I've rarely found in-room WiFi to be reliable in any hotel I've stayed at. Regardless, if a feature is offered, it should be reliable.
October 26, 2013
Rated 3 out of 5 by Bruce1 Poor Internet Service
Disappointed in extremely slow internet service. Knocked off line numerous times, terribly slow, frustrating and you still charge for this service that most hotels offer free.
No fridge and desk is against the window so cannot watch tv while working. Dining room quite small for such a large hotel. Parking fee is also rediculous and high.
July 28, 2012
Rated 2 out of 5 by RG447 Disappointed
Dirty Linens, received new linens that were also stained. Hallway disgusting, food left out everywhere, odd smell, carpet extremely soiled and stained. Walls extremely wore down. Made request to move to different floor/room. Denied. Wash cloths old soiled and stained. Checked out and moved to different hotel.
August 21, 2012
Rated 5 out of 5 by Flyingtailor Nice little hotel
Never stayed here but was pleasantly surprised. I had great service my room was large with a nice size bathroom and great shower. Came in late and left early but if your going to Disney or have business in the area great hotel to stay at.
June 4, 2013
Rated 3 out of 5 by Fred2012 Not so satisfied with this hotel
We tried to check in early on Tuesday the 26 but front female clerk with a snobby attitude advised me that there was going to be an 80+ charge for early check in. It was a tuesday I know they had rooms available and it was only a few hours earlier than the advertised check in time. I don't see the point for charging me extra to check in a few hours early in the room I am already going to sleep in. I advised that I had tried calling in advance to see if I could check in early and advised her that their telephone lines were busy(telephone lines were down at the hotel) to see if I could check in early and she didn't say a word just looked at me. Once again,her, I am doing you a favor for checking you in attitude, came into play. Telephone lines were down for the first day or so. We also had to pay extra for Disneyland Shuttle. Other hotels next door to this hotel have free shuttles, free early check in, and a much friendlier staff. Hotel is ok at best. I will not stay here again, next time I will pay the extra cash for a higher star hotel. Sorry for the choppy writing but I am typing on the go. Bye
July 3, 2012
Rated 3 out of 5 by lm2012 no sweet sleeper bed
The club lounge food was good - but no platinum upgrade to the club floor and at least the floor I was on didn't have sweet sleeper beds.
July 10, 2012
Rated 1 out of 5 by JeJe75 No Club lounge access if you are "only Gold". Poor Service, one bottle of water in room
Arrive by 9.00 PM, 2 parking attendants doing nothing did not bother with us until I started getting the luggage myself.
Reception: As I walked in, the receptionist looked at me and went to do other things and came back a couple minutes later with a box of envelopes for room keys. I guess those were more urgent than servicing me right away. Hey, maybe he had none left for me :).
They charge $12 for Parking and $10 for in room internet.
Asked about eventual access to Club Lounge, classic automatic refusal because of "near capacity" and "only Gold". Doubtful to me considering that a lot of rooms above mine and at my level are dark, will do a quick check tomorrow morning.
But anyway, Truth is, this is probably one of my last time trying to get this marketing ploy. I felt like the receptionist and his manager would not even try to give me a Club access since I am "only Gold". This is when I remember that my other Hotel Chain Gold Status gives me automatic breakfast, internet and club access.
Last but not least, small details like only one bottle of water in room for me and my wife, Receptionist not saying where the elevators are nor saying how to access internet. Additional small details that make for a not so good karma at this Hotel. Did not even tried to call nor complain about those. I leave first thing tomorrow morning.
July 5, 2012
Rated 2 out of 5 by D2TRVL same problems persist or getting worse
have stayed here a few times and the problems I've had get worse. I'm a multi-year platinum SPG and first time I stayed here was great, but now:
1- Can NOT get ahold of anyone at the front desk via phone on Saturday mornings, ever. I have needed to call ahead to ask about early check-in and have tried for 1 hour non-stop redial and either get an operator who transfers me to voice mail or just rings forever. Once the operator took my info and said the room woudl be ready in an hour - I arrived 4 hours later at 2 pm and the room was not ready. Mostly irritated that you simply can't reach a front desk person based on my prior 2 weekend stays. Then when trying to check out only 1 person working front desk during crazy time - when asked why only one they say the others are on break. Really?
2- Paid the 12 dollar parking fee but I do not want to valet, and even though desk told me there are enough spots to self park that same day there aren't ever enough on a weekend. Had to park in a back lot trudging through dirt and ants. Why not have valet use that lot and open more spaces for self park? My car and clothes covered in dust and dirt after the long walk.
3- Air conditioner doesn't get the temp low, it stays or goes up, calling maintenance does not help. Also mini fridge not working
4- Confirmed a late checkout at the front desk. 2 hours before agreed time housekeeping knocks loudly on door and yells into the room
5- in King bed room on club foor no plugs on either side of the headboard - all lights or clocks have cords running behind or under the bed. other plugs are on wall at foot of bed
Just a few things but even after bringing to attention of the manager on duty last time no change, especially in the phone issue. They act like they don't believe you when you tell them it goes to a voice mail.
August 8, 2012
Rated 2 out of 5 by philcobizzle Management needs to pay attention!
From arrival to departure, the facility has issues that need to be addressed:
1) The rooms need a deep cleaning. Heavy dust buiildup on furnishings, stains on sheets & hard water scaling in the bathroom.
2) The weight machine in the Core Fitness space is a joke. It needs to be serviced and/or replaced to meet the standards that are found in most Sheraton locations.
3) A chicken breast is NOT a 'chicken burger' -- someone needs to give a solid education to the Food and Beverage team.
4) The property appeared understaffed (specifically in F&B) which at numerous times did not have someone staffed at the bar. Not only a safety and security issue, but also a customer service issue.
I will stay at one of the other SPG properties in this area, next time I find myself in the OC.
November 2, 2013
Rated 1 out of 5 by aserranohz problems with the hotel
I had many problems when i was in the hotel.
First: the day we arrived my blankets and pillows where really dirty.
Second: they didnt recived us like gold members of starwood.
Thirth: there was a chocolate in the floor of our front door when we arrived and when we left the chocalet was still there.
Fourth: Our neighbors door creak everytime they opened and it woke all the family up at 5 am because they opened so much.
Please make lots of improvements in that hotel because it wasn't as good as all you hotels.
August 3, 2012
Rated 5 out of 5 by Itzcp Enjoyed our stay...
My husband and I had a very nice stay at the Sheraton Garden Grove. Check in was fast (thank you Franklin) and they upgraded our room to club level with a few other free perks. Loved that! Enjoyed the breakfast every morning in the club lounge! Really liked the location of our room. Watched the fireworks from our window the first night! I loved how quiet it was and the bed was very comfortable.
My only real complaint is the location of the shuttle service... it's in an odd area, a bit hard to get to, behind the hotel... They need to have a little walkway to it or something? Also, there is no cover from the elements and only two small benches. Hopefully they will make a couple of changes with that. Loved everything else though! We will definitely stay here next Disneyland visit!
May 1, 2013
Rated 2 out of 5 by shannon36 This HOTEL NEEDS WORK
The Hotel look great from the outside, lobby area and coference rooms. Once you go upstairs, everything changes.. The Carpet is FILTHY and it seems there is no way this hotel is only 5 years old. the carpet is dirtier than some older hotels. It doesnt stop there.. the FOUL ODOR in the hallways of all of the floors is not acceptable.. Even after changing rooms and floors.. the ODOR remained. The staff at the restaurant took forever to acknowledge my party an
September 24, 2012
Rated 3 out of 5 by fourten1j A lot of families stay here; hotel oversells parking
I stayed here this week and was on the club floor, room 757. It was at the end of the hall, so it was quiet except the times when children would run up and down the hall screaming and playing.
I was on business, and do not like housekeeping in, so I opted for Make a Green Choice, which declines housekeeping and you get 500 StarPoints/night housekeeping is declined. There is usually a Make a Green Choice tag to place on the door, but not at this hotel; I had to tell the front desk directly.
Only gripe with the hotel was that my Make a Green Choice points did not post to my Starwood account when the stay was credited.
Another thing is that the parking was oversold every night... more cars than there were spaces for. It was very annoying and I had to make my own space a couple of the nights.
I probably wouldn't stay at this hotel again.
October 20, 2012
Rated 3 out of 5 by Henry31 Not meeting spg quality
I stayed for 4 nights here. Along with our staff, i found the quality is not very good. The door key had to be rekeyed 5 times. The exit of parking lot is a hassle. The worst part is the front desk staff of the hotel is not very experienced and not very helpful. Even to a spg platinum member, they showed no appreciation of any sort. I had one request and was denied without any effort. The management team needs to review the situation.
March 22, 2013
Rated 4 out of 5 by guster14 Pretty good
Gold status gets you very little here, which is disappointing. no access to the lounge, no compliementary wifi. the bed is fine, but no memory foam topper, which makes the bed comfort average...and they never emailed my final folio to me. so it was okay, but not great.
November 14, 2014
Rated 5 out of 5 by zlzoul Happy Hotel
Went to Disneyland during Christmas peak. The hotel is booked full so did not get a chance to switch to another room type (2double), and could not checkout very late, but under this scenario, this is quite understandable.
However, despite the larger workload during the peak, staff here are still vert nice and EVERYONE (front desk, waiter, housekeeper, maintenance) greet you with a big smile and treat you well. Quite impressive :)
January 13, 2014
Rated 1 out of 5 by Phil245 Staff needs training!!!
Foul smelling room (633) Complained to front desk the next morning and we were told that when we returned from Disneyland we would be in room 625. Returned to hotel at 1am and were told we did not have a room. Staff were unwilling to lend any assistance (Edgar) and we had to return to the same foul smelling room. I RECOMMEND YOU STAY AWAY FROM THIS HOTEL. I paid via SPG points and I will be demanding a return of the points spent.
August 9, 2012
Rated 4 out of 5 by BibCam Good Value
Overall was a good value. The rooms were big and clean. And the staff were friendly and helpful. Club lounge had decent breakfast.
It was difficult to find space to park at night, though there was valet parking helping one when the parking space got full.
The shuttle to Disney seemed to be on time. But it got real crowded when returning as many seem to return around the same time.
I ended up taking cab the second time.
April 11, 2013
Rated 3 out of 5 by SoCABoy OK Hotel
Beware parking..$12/day You have to look deep on the website to find.
December 21, 2011
Rated 1 out of 5 by Cridog Do not go here if you have a dog...
I stayed two nights and was charged $150.00 for my dog to stay. (Small Dog) That is on top of the nightly rate for me to stay. And the $12.00 for parking in an already full lot. And $10.00 for a slow Internet.
This Sheraton obviously does not want people to stay with their family pet. They should just have rules about not allowing them. Not surprise you with an exorbitant fee.
Don't go here. Unless you hate dogs, don't care where you park or have no need for the Internet.
Oh.... and Disney Land is like 3 miles away. Not a pleasant walk. And the bus is a joke. You are going to have to drive and pay to park there as well.
October 12, 2012
Rated 4 out of 5 by MaryCat Great choice for our Disneyland trip
We only stayed one night and didn't use any of the hotel amenities. We dropped our bags, jumped on the shuttle to Disneyland and didn't get back until 12:30 am. The shuttle was so easy and a great deal for $3 per person. Room was clean, spacious and quiet. Our only complaint - we checked in at 3:00 pm and there was a room service tray sitting in the hallway outside our guest room. When we checked out the next day at noon, the same tray was still sitting there. I couldn't believe that no staff members came by to pick it up. Overall it was a great experience, great price and great value. We will certainly stay here again.
October 28, 2013
Rated 3 out of 5 by Pepil No love for SPG
Stuck me in a 2nd floor room with a crap view of the air conditioner and the roof
had some trouble with the wi fi, my code did not work, they said no problem and then it appeared on the bill, some hassle there, lately very little if any LOVE for SPG gold guy, no club level, no offer, other SPG gold guy on trip was in the club level, just a hassle I dont like - view sucked
August 7, 2012
Rated 3 out of 5 by AnotherNightInAHotel Disappointed again by SPG
On the plus side the location was convenient to my business.
On the minus side the staff had no clue about Delta/SPG Crossover Rewards. I got zero recognition for my status.
$10 a day for Internet and $13 per day for parking, wow talk about hitting travelers with hidden fees. I guess SPG wants to be like an airline and charge for every little thing.
Sink had a giant crack.
Tub drained very slowly and there was a ring of scum that housekeeping never got clean.
Bring your own shampoo because the one provided was not much better than just using water.
For what the hotel restaurant charges for breakfast, the food should have been better. Watery eggs and grisley ham.
August 3, 2013
Rated 3 out of 5 by Guest66 Average service and knowledge!
This hotel had problems recognizing the status of SPG members. I called from my room and asked if wifi cable could be delivered and they told me since I was not even a gold Member they had nothing. I have been Platinum for years and had just checked in with my platinum card. The proceeded to argue I was not and had to prove it to them.
They never supplied the cable!
No refrigerator in the room without paying
$10.00 extra pr. night.
The club room was so-so, fair breakfast but nothing special. The only thing it was good for was supplying water after hours and Pop during opening hours.
I would not recommend it.
The parking lot has been sold to an individual that does not even let you pull up to the door for check-in, not even with the wheelchair use. Quite loud and rude!
August 3, 2012
Rated 2 out of 5 by mm33 Very unorganized
I purchased a package deal which included Disneyland tickets. I tried to check in at about 2:45 pm, but was told I couldn't check in until 3 pm and couldn't get my Disneyland tickets until I checked in. When I checked in at 3 pm one of my two rooms was not ready. I said, that's OK, we can put all our luggage in the 1st room, go to Disneyland and then check into the 2nd room when we get back. I was told I couldn't have the Disneyland tickets until the 2nd room was ready. I complained and was finally given the tickets. When we returned, we got the 2nd room. My daughter was going to take a shower and let us know the bathroom had no towels. It took about 15 minutes to get towels to our room. The shuttle to Disneyland is overcrowded and you are likely to have to wait to get back to the hotel. On one trip in to Disneyland the shuttle driver informed us he as not going back to Disneyland and we had to wait another 1/2 hour past the scheduled time. The rooms were fine, but the service and organization were not. It was like the hotel had just opened that day and they were working out the bugs. Problem is, it wasn't the first day.
January 1, 2012
Rated 5 out of 5 by BDC23 Great Place
I stayed here because I had business close to it and I will definitely do it again. It's actually quiet which is shocking considering how close you are to Disneyland. The staff is nice, it's extremely clean and well kept.
Take my advice and stay at this hotel and your time with me will not be ill-spent my friends.
June 17, 2013
Rated 2 out of 5 by Sunseeker1 The carpet was filthy:(
This hotel definately needs attention. The carpet was filthy! I walked around in my white socks and immediately were black underneath. The bathroom floor was sticky! Yuck! I was also charged when my room was prepaid and had to ask the front desk clerk to reverse the charges and he seemed bothered by my request.
April 18, 2012