Rated 1 out of 5 by Irene51 This hotel is a Sheraton embarrassment
We had three rooms, my business colleagues and myself. My room had several lights that were burnt out, fresh blood on the sheets, and a room that was so tired it should be put out of commission. And I had the best of the three rooms. Whoever owns this hotel should be ashamed. And if Sheraton can pull the brand name - PULL IT.
June 6, 2014
Rated 3 out of 5 by js4444 Room very nice; cafe freezing in winter
The room was nice enough, but don't plan to eat breakfast in the cafe during the winter. It was so cold everyone wore their coats. I thought the heat was not working, but staff said this is just the way it is in the winter. Wasted the money I prepaid for breakfast because it was too cold to stay in the restaurant.
Also, I had a question about my bill, called and left a message and no one ever returned my call.
Small things, but combined they didn't leave me with a great feeling about service.
February 1, 2013
Rated 4 out of 5 by starrynight89 Staff is extraordinary.
First room had a bathroom with a distinct odor, bath water from shower wouldn't drain and a light bulb missing which we reported next morning. We were staying one more night for a wedding. The staff was exceptional--immediately maintenance was called, he deemed the room unsuitable, so they found us another room on the same floor; and while we packed, the head of housekeeping got us a luggage cart and keys and offered to send up a bellman. The new room was perfect. Kudos to the staff.
October 1, 2013
Rated 3 out of 5 by Hugs317 Just OK
I stayed in a king room with my husband and our 2 year old son. It was very difficult without a fridge. The shower would not stay on without the lever being held up for the first few minutes of the shower manually. And the door did not seem to shut right....
THe negative out of the way...the room was clean, the staff was VERY helpful, and would stay there again.
May 22, 2014
Rated 2 out of 5 by undersea bad experience
-Room smelled like cigarette smoke
-The door to my room was damaged
-my room was not made up
-I purchased a "club" package deal that included club acccess and free breakfast but it was not on my reservation when I arrived. I had to find my confirmation, which said I had club access. I was treated rudly by the receptionist who seemed to be accusing me of lying, and then the manager who kept telling me I don't get club access on that rate code. I could care less what the "rate code" is. I know what I purhcased, and I had my confirmation to prove it. They were very rude, made me come back down to the front desk after long flight, and I had to stand there for 20 minutes while they argued with me about my rate code before they finally gave me club access as I paid for.
overall, not a great hotel experience.
January 15, 2013
Rated 2 out of 5 by mikeychops The hotel was over crowded with unpleasant people.
I know it is holiday time but, there is no excuse for what went on while my family stayed at this hotel. The bulk of the guests staying here were nasty & unpleasant. All of there children were wild, unruly, and disrespectful. When we were trying to check out the children were playing with the elevators and made it near impossible to go up or down to check out and load my car. We were very disappointed , we came from Georgia for a wedding and the hotel ruined our time.
December 18, 2013
Rated 3 out of 5 by Truth SPG GOLD UPGRADE TERRIBLE
STAYED TWICE THIS WEEK. PAID FOR KING SIZE BED WITH SITTING AREA. ASKED FOR UPGRADE BOTH TIMES and WAS TOLD THAT MY UPGRADE WAS A KING SIZE BED WITH SITTING AREA. WHEN I SAID I WAS ALREADY PAYING FOR THAT, I WAS TOLD IT WAS A MORE SPACIOUS AREA. BOTH STAYS I WAS GIVEN THE SAME ROOM NUMBER. IT WAS AN ACCESSIBLE ROOM FOR SOMEONE IN A WHEEL CHAIR. THAT IS NOT AN UPGRADE. THAT IS A DOWNGRADE. IN ADDITION THE BATHROOM IS IN SERIOUS NEED OF AN UPGRADE, AS WELL.
July 13, 2013
Rated 3 out of 5 by Janey45 Nice, but Noisy
The hotel was beautiful and the room was well kept and comfortable. The only issue was that the walls of our room seemed to be really thin. We did not arrive until after midnight, but could not sleep for a couple of hours as we clearly heard the argument in the room to the left and a small party to the right (Including when people spoke at a regular volume). I did speak to the front desk around 2am and I am grateful as it was much better after that.
August 8, 2012
Rated 4 out of 5 by Diane27 This hotel needs bathroom renovations
Staff was excellent. My problem was with the bathroom. Door opens to outside and blocks room entrance and going in and out within room. You had to keep closing door.
Also, bathroom ceiling had paint chiping off, bath/shower area had mold spots that need to be cleaned thoroughly and it really didn't find the bathroom well cleaned. This just wasn't my room. It appeared the same in many friends room on 4th and 5th floors. I stayed on the 3rd.
June 9, 2013
Rated 4 out of 5 by BBPP Overall
Stayed for a month with FEMA. The staff was excellent and rooms were nice and clean. Parking was mediocre as this was a business/convention center. Many times, guests were forced to park a good distance from the entrance due to business meetings.This is a good hotel for a business person, but not for an extended stay, such as disaster response personnel. There is no washer dryer facility and free breakfast only Monday thru Friday.
March 2, 2013
Rated 1 out of 5 by upsetcustomer No housekeeping service and dishonest hotel staff
My husband and I came back from beach with our six year old and ten month old around 9:15 pm. Our plan was to give kids a quick shower and have them go to bed. Then when we walked in to our room, we were shocked that the room was not touched with any house keeping service. The dirty towels were still on the floor; beds were not made; garbage were not emptied. I called the front desk approximately 9:20 pm, after explaining the situation, I was told that I have to request a room service if I want to get my room cleaned and they will send an housekeeper to clean the room immediately. I didn't buy it so I called our relatives in the second room we booked. Their room had room service without a request. When I called the front desk again around 9:23 pm, phone was not picked up for a good minute. Another Gentleman Tom finally picked it up and asked me if I have just called earlier. I explained our situation to him again and he claimed he doesn't know why our room was not cleaned and he doesn't know whom I spoke to earlier. He told me there is nothing they can do at this point besides sending an housekeeper now. During the conversation, he had rudely corrected me multiple times that it is NOT "room service", it should be "housekeeping service". I was beyond upset so I hung up the phone. So, around 9:55 pm, an housekeeper came up when both our kids were sleeping (without a shower after staying at beach for whole day). The housekeeper stayed in the bathroom for about 7 minutes and all we heard was toilet flushing, her phone rang and her giggles on the phone. She left after emptied out the garbage. We got a call during the time of late housekeeping service. We were told that hotel has no idea why our room was not cleaned and there is no explanation for it. We were also told that we will be given an explanation tomorrow when we check out and see if they can offer us some compensation. When I went to bathroom to take a shower after the housekeeper left, I then realized that all she did was replacing the towels. No new toiletry was given. I have long hair but had to manage with half bottles of hotel sized shampoo and conditioner to wash my hair. To make our Sheraton hotel experience worse, no word was mentioned when we checked out the next day morning. Obviously, the night shift staff did not leave any note to the morning shift staff which they should if they take it seriously.
Additional: The room we stayed was so old. It smelled. It was definitely not Sheraton standard. The door lock looks like it was broken-in before, then they just replaced the lock on a different location.
After all, we are very upset and disappointed how Sheraton hotel staff handled our case. It was not handled properly and professionally. We had many choices when we were booking the hotel. I still remember I told my husband to book Sheraton Hotel since "it can't go wrong". Now, I regret my choice after this lousy experience. I'd like to know if or when any action will be taken on this case and I am hoping it will be soon.
June 27, 2014
Rated 4 out of 5 by EllenW Overall, the hotel stay was pretty good, except, see below
We had one major issue. Went down to pool in evening and came back to room and DOOR WAS OPEN. Yes - OPEN. Not by us, we closed it when left room. Continued inside room and found management put came in while we were out and brought up a microwave and refrigerator - which we did not request. We were very upset - and called down to front desk. They said they obviously had entered wrong room. We were not happy after this incident.
August 23, 2013
Rated 3 out of 5 by Torino59 Good hotel with some room for improvement
This past stay might have been my fourth or fifth in the last twelve months and it is rather awkward to have to say that some of the Staff at the Reception,even upon check in,does not make a SPG Gold member feel somewhat welcome and special. I travel frequently and have never received such a cold impersonal treatment. A little polishing up and improvement in their public relations skills would not be a bad idea. Furthermore,the inconvenience of having a non functional ice machine on the Club floor where I was staying and having to run down to the fourth floor every time I needed ice did not contribute at making my stay very comfortable. Another feature which I think should be part of the rooms is a personal safe. The parking situation was totally catastrophic friday and saturday night.We were obliged to have to park in the parking lot of the neighboring hotel.
August 29, 2012
Rated 3 out of 5 by WeddingGuestJuly2012 Needs Improvement
My husband and I stayed at this hotel for a wedding we recently attended in the area. Considering the high cost of the room rates, my expectations were that the room would reflect the rate that was charged.
We received a room with chipping paint and a moldy odor, hardly up to par. If we did not have an event to get to, I would have requested a room change.
I would not recommend this hotel to friends staying in the area.
July 25, 2012
Rated 4 out of 5 by radrex Great staff!
The hotel is really nice and the staff goes out of their way to make you feel welcome. Even in the face of a upset guest the staff was most really friendly and treated everyone with class! The restaurant and bar staff were the greatest! I enjoyed hanging out with them and the food was excellent! I booked another weeks stay here! I would recommend this hotel to anyone looking for a comfortable room and excellent people!
February 25, 2013
Rated 4 out of 5 by connie58 Great staff, food, and amenities
On my second stay at the Sheraton I enjoyed the same excellent service from staff. However, the king beds were not of the same quality as those in the queen room I stayed in previously. Staff immediately accommodated my request to change rooms to a more comfortable bed but moving did not make a difference. Recommend management check these beds and replace them. Otherwise I enjoyed my recent experience at Sheraton.
March 24, 2013
Rated 3 out of 5 by GAT3 Comments on this hotel
They offer no house coffee. If you want coffee early you have to drive to McDonald's. I get up to work out at 5:00 AM and (normally) most hotels have coffee in the lobby. Not here! I was told to wait until 6:30 AM or drive to McDonald's (which I did). Also I upgraded to a delux room for 1,000 additional points which was supposed to included a free breakfast. That did not happen. I was forced tp pay for breakfast.
January 17, 2012
Rated 1 out of 5 by yo3731 Awful and embarrassing
The bathroom in particular did not meet any standard. The ceiling plaster was open and falling, the wall was damaged by water and the plaster was expanded from water damage, the wall paper was peeling, there was mold in the grout in the tub, the water faucet leaked. Only one digital device could operate at one time on the wireless. The carpet and upholstered chairs were dirty and worn. The lobby was a bit shabby.
December 28, 2012
Rated 3 out of 5 by JT42 Quite average
I have stayed at much nicer Sheraton's in the past. The decor is very dated and service very average. The restaurant staff was very pleasant however. Would probably choose a newer hotel if returning to the area to stay. While they do have nice bedding on top of you, the actual mattress was typical bad hotel mattress so not very comfortable. Overall, the hotel was just average. Nothing exceeding expectations.
November 4, 2013
Rated 3 out of 5 by Strummer60 It's Ok
There are things about the hotel we like, the bar/restaurant are very nice, the staff is very friendly. Things that need to be improved is the rooms in general feel very tired/in need of renov, the breakfast buffet was decent but how do you do that without providing any meats at all (bacon, sausage etc.), that's very bad. TNT channel doesn't come in on a playoff game? That's bad. Pool and whirlpool very good!
May 28, 2013
Rated 3 out of 5 by adam57 So much potential
This hotel has great staff and we LOVE the restaurant staff (and food) at JR's in particular. the club level floor is beautifully redone for the lounge but the rooms are still disappointing. rooms and bathrooms are outdated and the A/C and Heating system are really noisy. We stay here because we love our starwood points but we are contemplating a change for the next visit unless the rooms get a makeover soon
February 13, 2012
Rated 4 out of 5 by AMZL Marathon
Son graduated from Monmouth 10 years ago. We would stay at the hotel when visiting him. He participated in his first full marathon this past Sunday - the New Jersey Marathon - we remembered your hotel and made our reservations. All was good - kudos to Tom who transported us to Moonstruck and Stella Marina.
April 28, 2014
Rated 4 out of 5 by 1905 Turkey Club
I ordered 2 turkey club sandwiches via room service as I have done in the past with very pleasant results. This time the turkey was horrible. It was pressed turkey like you would find in the pre-prepared cold cut section in a super market. The was even a gel like substance around edges. I'm disappointed in my self that I didn't send both club sandwiches back. The meal was far below the Starwood standard.
August 3, 2013
Rated 4 out of 5 by Ralph209 NO HOUSEHEEPING
wE ARRIVED ON tHURSDAY 6/6/13 AND CHECKED OUT ON 6/9/13. tHE WHOLE TIME WE STAYED AT YOUR HOTEL HOUSEKEEPING NEVER CLEANED OUR ROOM, GAVE US CLEAN TOWELS. oN sATURDAY MORNING i ASKED FOR CLEAN TOWELS FROM THE HOUSEKEEPING STAFF AND TOLD HER WE DID NOT GET OUR ROOMED CLEANED SHE SAID ok. i ALSO SPOKE TO ANOTHER STAFF MEMBER, SHE SAID SHE WOULD LET HER BOSS KNOW. i ALSO TOLD THE CHECKOUT DESK WHEN WE C
June 23, 2013
Rated 1 out of 5 by Kelly0224 Worse experience i have had with spg hotel
I am a platinum member and own a spg vacation home. The front dest people the day of check in were rude arrogant and she not work for spg. Not onmy were they gonna charge me over $200 for the room when my confirm said $92, they would not upgrade me. The worse part is that I asked for a manager and she kept me waiting for 20 minutes. I will be complaining to platinum services on Monday. Horrific!
December 22, 2013
Rated 3 out of 5 by Navy1053 From making reservation to actual stay
Ability to determine what type of "discounts" are available difficult and in effect during a planned stay, not clearly identified for potential customers. Information on the shifting location of lunch and dinner service between 2 areas not well published in the rooms for customers.
Overall, we enjoyed our stay and will definitely consider using the Sheraton in Eatontown again, if the occasion arose.
September 28, 2012
Rated 2 out of 5 by Mstar17 This hotel not ideal
I'm a business woman who travels frequently. I arrived for check-in at night and there was no valet and very poor lighting in the parking lot - didn't feel safe.
Staff either never said anything when I came and left or no one was at the front desk. Housekeeping was atrocious: several used glasses left in the hall across from my room for 2 days. Hallways hot & elevator took forever. Won't go back.
August 3, 2012
Rated 2 out of 5 Very disappointed
I have been going to this hotel for about 15 years. Upon entering my room, I noticed stains on the carpet and chairs. Dust in all corners of room and when I dropped a clothing item I looked under the bed which was a disgusting mess. Upon opening the curtains I found the windows to be covered in dirt (outside).Chairs in restaurant food stained. This hotel needs to be re-done before I will return.
September 6, 2012
Rated 5 out of 5 by Cathy This hotel exceeded our expectations!
We needed a hotel for several family & friends because of a death in our family. Although we had attended functions here before, we had never stayed there. The rooms are spacious and spotless. The staff was so kind & helpful, left us a tray of cookies with a sympathy note. Continental breakfast was convenient and had everything you could want. Location was great close to everything we needed.
March 27, 2013
Rated 5 out of 5 by STBG This hotel exceeded my expectations.
The room was neat and clean with ample amount of space. Every staff member that we spoke with was kind & informative. The pool was perfect for my children, as they could swim from the indoor section to the outdoor section to practice their swim team strokes. The fitness center had plenty of equipment to suit the needs of a thorough workout. Easy to get to from the parkway with ample parking.
June 29, 2013