Rated 2 out of 5 by SandraPhilly Front desk staff unreliable
Stay here all the time. Front desk staff have MISSED crediting "Make a Green Choice" points for the vouchers I turned in TWO times in 2 different weeks! This was after they reassured me they'll take care of it at checkout. The hotel isn't great, but when the staff aren't reliable and don't do what they promise - this hotel becomes horrible!
January 21, 2014
Rated 5 out of 5 by Matt3141 Fabulous Staff, Great Location, Good Weekend Rates
Very pleased with my first stay at this particular Sheraton. Great location - very convenient to the convention center, Chinatown, Reading Market, Franklin Institute, Art Museum, etc. It's a short walk from 30th St. Station if you have only a roller bag or backpack (or five minute/$5 taxi). Hotel itself was super comfortable; great beds, excellent workspace/desk and chair, new HD TVs, good shower and bathroom. Front desk staff were exceptionally nice, and gave me a cute Philly souvenir for my niece! I did not have a chance to go to the hotel's restaurant or lobby bar, but there's an Irish pub nearby. I will definitely return to this hotel when I come back to Philadelphia.
December 30, 2011
Rated 2 out of 5 by Mike2014 Cheerless hotel and unhelpful reception staff
The hotel is in need of some decoration. The reception staff on the day that I checked-in were unhelpful and unaccommodating.
Just as I was about to sleep there was a fire alarm and all guests had to evacuate rooms. It was chaotic.
I would not stay at this Sheraton again. Very disappointing.
January 28, 2014
Rated 1 out of 5 by gizmo1 This Hotel needs an extensive restoration job
We found a bug on the bed, the carpet chair&sofa were stained and dirty.The a/c was filled with black dust The ONLY redeeming quality was the staff who have to constanlty apologize for the hotel's condition.
September 2, 2014
Rated 3 out of 5 by JohnP2014 spg gold member will not stay here again!
Disappointed that the hotel bar on Friday evening would not serve drinks after 12:30am. We came from a wedding and tried to enter the bar at 12:30am only to be turned away by the bartender, saying it was closed. We were told by the father of the bride that the bar was to be open till 2am. Hotel lost a lot of money with 50+ guests staying at the hotel for the wedding. All went to other bars in the area. Poor planning on hotel management's part.
Also, housekeeping banged on my door at 8:30 am Saturday morning (after a very long evening at the wedding/bar) to see if we checked out. How RUDE! And no apology.
September 9, 2014
Rated 3 out of 5 by AJC1973 Not the cleanest
Room had trash from last person left. Paint peeling. Carpet doesn't reach the wall. Bathtub doesn't drain (everytime I have stayed here). Fitness center nice but way too hot. Almost too warm to tolerate. Lobby restaurant and bar decent. Overall a subpar stay.
March 24, 2014
Rated 4 out of 5 by JMMCK Great Hotel and Staff
Great Hotel and Staff; however, the hotel is due for renovations. The carpeting is deplorable and overun with snags and bulking mounds in the hallways and inside the rooms. Management needs to do a thorough walk-thru and make improvements.
March 26, 2014
Rated 2 out of 5 by Chicagoflyer Needs help
Dirty - fingerprints on the doors for days without being cleaned, elevators never get cleaned. Had a used bar of soap in my shower. Front desk is just unfriendly and they hate their jobs.
August 24, 2013
Rated 5 out of 5 by Sandy333 Excellent stay.
My husband & I were very happy with our recent overnight stay at the Sheraton. The staff & room exceeded our expectations. It was a wonderful stay.
June 30, 2014
Rated 5 out of 5 by Purp1eranger My Stay!
MY STAY WAS ABSOLUTELY RELAXING AND VERY COMFORTABLE!!! I HAD A AWESOME TIME AND MY ROOM WAS REMARKABLY CLEAN!!!
March 11, 2013
Rated 5 out of 5 by shad Excellent
Very good service. I will recommand.
February 13, 2013
Rated 2 out of 5 by Penny24 Not what you would expect
I would begin by saying the staff were wonderful, from check in, to concierge, to the lovely waitress offering complimentary coffee, to check out. But, unfortunately the hotel was not what we expected for the cost. The hallways were dingy with peeling wallpaper, the furniture was stained and the room was small. In addition, although the room was a no smoking room, the smell of stale cigarette smoke was very strong and must have been in the carpets and draperies as it did not dissipate. Parking was not free for hotel guests and WiFi was expensive. Overall, this was a disappointing stay.
July 31, 2013
Rated 3 out of 5 by LilyPoppy Housekeeping issues but excellent staff responsiveness
Stayed for an extended weekend and will stay here again next time iI visit Philly.
First room assigned smelled like vomit and had an air purifier going on (not very effective I must say). Second room assigned was a smoking one (when we pointedly asked for a non-smoking). Third room smelled nice and fresh.
One of the beds was missing the thin comforter, there were no hand towels and the bathroom floor had some sticky dark stuff all over. Nevertheless the response of the guest services staff was excellent in dealing with the issues, so I'll definetely stay here again
August 19, 2014
Rated 5 out of 5 by Bully Top Choice in Philadelphia!
We chose the Sheraton Downtown Philadelphia because it was closest to the site of a family 50th anniversary celebration luncheon. Upon arrival we were upgraded to a club room on the 25th floor with an amazing view westward - the Basilica of St. Peter and Paul right below us, Logan Square and Franklin Institute directly across from us, and the magnificent Philadelphia Museum of Art in the distance. The concierge desk was most helpful with a print-out of restaurant suggestions, maps, and directions, and every staff person we contacted was friendly and helpful. They have a rooftop ballroom with floor to ceiling windows that we thought looked just perfect for a wedding reception. We would definitely stay there again!
January 22, 2014
Rated 5 out of 5 by FindingPhilly Staff Made the Difference
It's not often a person has the opportunity to get to know a hotel and its staff as well as I. Work afforded me the opportunity to visit Philadelphia for the better part of last year (nearly every week). I must say the Sheraton's staff seemed more like family than service providers by the end of the year. Having grown up in the South, I have come accustomed to expect genuine hospitality. Furthermore, I was not expecting to find this treatment among the hustle of Center City-Philadelphia. Quite the contrary, the Sheraton management and staff made the difference in my hotel choice all year. From weekly greetings by Patrick to helped with my luggage, to checking-in with Candace and Andrew at the front desk, I was made to feel welcome. Top it off with exceptional service in the lobby bar & restaurant all year by Nicole, Peter, Greg, Daniele, and Amanda. Breakfast with Nick or a coffee and danish with Marilyn, they each made me feel at home while away from home from the start. Thanks for taking such good care of me! I look forward to visiting again.
January 10, 2012
Rated 3 out of 5 by Squid Downtown
Hotel in area that is desolate at night and while it may be safe appears to leave a caual walker at risk. Front desk does not know promotion codes for SPG guests and checkin required 1/2 hour and two people to adjust room rate to promotion code on reservation. At checkout another 1/2 hr was required to again adjust rate with different people. Halls and lobby of hotel are darkly lit giving impression of being in an old outdated hotel (which it is not). Room size is okay but bathrooms are small. Parking very expensive especially since accross the street paking is 1/4 the rate. Wireless cost money for SPG guests which seems to be a starwoods policy but is an irratent and makes one wnat to choose other hotels where it's free.
January 5, 2012
Rated 2 out of 5 by madw A couple of things
The hallways in the hotel were smelly, first of animals, and secondly urine.
the room service was tardy
the room was not cleaned the 1st day, till a call was placed.
February 7, 2014
Rated 2 out of 5 by NewYorker Avoid This Dump
I first stayed at this hotel in 2006 and recently returned in April 2012. I had hoped it improved since then but had not. I am a frequent traveler and often stay at Sheraton hotels. This place is very much "your father's Sheraton" and makes me feel like its 1993. The staff is very unpolished and unfamiliar with SPG process and rules. They did not allow for late checkout. Internet did not work well either at the hotel. The food in the lobby bar was terrible. My shower barely worked and created this screaming sound as water sprayed all over the floor. I highly suggest you look elsewhere in Philly. I stayed with a number of colleagues at this hotel, many with different travel preferences, and we all came to the same conclusion.
April 25, 2012
Rated 2 out of 5 by Jeff79 Not Happy
I was here for a conf. Reserved five rooms. The employee checking us in did not know how to allow me to pay for all five with one check. She over charged us for one night. When received our slips at check out, some of us were charged additional amount. Different employee fixed everything but now we have to wait for five reimburstment checks. My room had no soap, had to ask everyday. One day was given an extra bottle of shampoo to use for soap. The hallway to my room looked like it hadn't been swept in a week. It wasn't swept for the four nights we stayed.
April 9, 2012
Rated 5 out of 5 by roscoesdad Outstanding Property
The Sheraton Downtown Philadelphia is one of the most outstanding properties not only in Philadelphia but in the entire USA. From the warm greeting by hotel staff to the food fare both for dinner and breakfast, this hotel meets all guests needs. The rooms are spotless, the housekeeping staff diligent in their responsibilities and the appointments in the guest rooms made the room inviting and comfortable. The Club Lounge is clean and the food selection in both morning and evening caters to all culinary tastes. This property is unparalleled in hospitality.
October 20, 2013
Rated 5 out of 5 by Prncsz2012 Beautiful Hotel
This hotel was beauitful and exceeded our expectations.
May 2, 2012
Rated 1 out of 5 by Runner3181 Worst Hotel Experience
I guarantee I will never stay at this hotel again or recommend it to anyone. Our room smelled like smoke even though it was non-smoking, the sheets were like paper, and the shower drain was clogged. My husband and I left a request for breakfast at 9p the previous night for delivery between 6-6:15a the next morning. At 6:15a I received a call from the kitchen saying they received too many breakfast orders to accommodate everyone's requests. If you know the hotel is completely booked because of an event, it may be wise to add extra staff and prepare for this to happen. If there is one positive thing to say about this hotel it is the exceptionally pleasant staff who always greeted us with a smile. Thank you for making this stay bearable.
September 19, 2012
Rated 3 out of 5 by Ping71 A 'so so' Sheraton
The room (which is of course the most important when staying is a hotel) is nice, comfortable and big enough. The services of this Sheraton could use some improvements.
For instance, there is no room service available between 11 am and 5 pm. Rather inconvenient when arriving from overseas.
The front desk is friendly but hardly recognises the SPG membership.
Housekeeping on one day forgot to check the bathroom amenities and on the other day to check the free Starbucks coffee pads.
The room has no safe!!!
Sorry Sheraton, you really could do better!
May 19, 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 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 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 1 out of 5 by Atlax Cat hair all over the room
Checked-in very late at night, and was told the room I had booked was not available, and was given a twin-bed in a low floor. Went straight to bed, and realized only in the morning light that the quilts on the beds, the sofa etc. were all covered in cat hair!! Front-office staff only offered to clean it up, and I was in too much of a rush to argue about changing the room. The serrvice in the bar was very slow, since there was only one person behind the bar. The only good thing is the location of this hotel.
April 22, 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 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 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