Rated 3 out of 5 by DJAO2012 Sometime things don't go to plan!
Staff have bad days too! But it is how they deal with the guest.
September 13, 2012
Rated 5 out of 5 by STEVID47 nice
no beach small pool you have to fight for chairs
August 1, 2012
Rated 5 out of 5 by keligirl This hotel's accommodations was excellent.
I was so impressed with your staff. We arrived late at 11:30 pm on 11/01/2013. I was exhausted and wanted to get to my room. We were there for the Paradise Cup Event and had booked my hotel reservations ONLINE with (at the time I didn't know it was another online company) for 4 people in the room with Expedia). When the front desk clerk told me the room only had a king size bed. I told her there must be a mistake because I paid for two nights over $1400.00 for 4 people to the room. Desk clerk apologized and said my reservation was by made with Expedia and that I would need to contact them. I was not happy with the news and became quiet. My daughter in the mean time kept up the small talk about her first competition at the Paradise Cup. The front desk clerk had asked me to wait and she would be back. When the desk clerk returned, she had stated she spoke with the manager and I was able to have the accommodations for our 4 people. I thanked her and the manager for accommodating our needs. Many thanks and heartfelf ALOHA to SHERATON WAIKIKI FOR YOUR WARM HOSPITALITY. You're #1 on my list now and I will definitely share my recommendation about this hotel with my friends, family, and business associates!!! However, I will deal with that other company!!
November 11, 2013
Rated 3 out of 5 by FamilyMan555 peak season, off peak service?
My wife and I and our two young children stayed a week at the Sheraton Waikiki in early August 2013. It was our second stay there - the first was in early 2012. So we had high expectations which regrettably were not fully met this time around. This may may have been a function of it being peak season and staff were feeling the pressure or bad luck encountering a few indifferent or jaded staff. Not sure.
First,, the positives: We had an excellent suite On a mid-level floor. Spacious, great views, generally well appointed. Also, the front desk staff at check in and check out were attentive, as we're the friendly cleaning and ground staff.. My wife and I both had good massages at the spa and good meals at the Japanese and Kai restaurants. We took our children to the pool every day bar one, when it was closed for cleaning after " an accident" - which was disappointing bc the kids had been looking forward to some relief from the heat. Also disappointing was the patchy service at the concierge desk, where we experienced uneven levels of helpfulness, professionalism and courtesy during the week. Some of the staff in the shops within the hotel - a clothing shop and a nail/pedicure shop - were also a little less than friendly to us for some reason.
August 12, 2013
Rated 5 out of 5 by Jchang3 I Ping
My stay at your hotel was a very pleasant one.
Even before my arrival, Sheri Thom-Guest Experience Manager, communicated with me and answered questions we had before our arrival.
Hotel staffs were very courteous and pleasant to talk to.
July 10, 2014
Rated 5 out of 5 by BOBADILLA This hotel is Paradise in Paradise....
Best managements and Staffs
August 7, 2013
Rated 1 out of 5 Suite not sweet at all.
Disappointed from the moment we entered the suite. For the price we expected the rooms to be a bit more up-dated and up-kept. Walls had different finishes of paint and there obivious scuff marks on them. Hide away bed did not sit flush on floor and bedding was dirty, like some one stepped on it with their shoes. Light bulb over dinning table was burnt out. Both balconies were dirty, I don't think they mop balconies at all. Big problem with me I got two babies. Telephone receiver still had make up and oil from previous guest on it. Carpet around ice box was wet, drinking glasses had water stains on it. We called front desk they had supervisor from housekeeping come up and check it out. She did apologize however, she never checked to see if issues we resolved. Ice box still leaked because door did not shut good. Had to put babies antibiotics on ice to keep cold. Glasses we never replaced, balconies were not left any better then they were before. If it wasn't for the pools the entire stay would have been a disaster. I do believe in the saying, "you get what you pay for", but this was a huge disapointment, To top it off, at check out we were not ever asked how was our stay. I think this hotel is into mass production, getting people in and out. No personalization at all. Awe! as say in Hawaii
July 31, 2012
Rated 2 out of 5 by Liz411 Hotel is chaotic and outdated
Upon arriving in our room we found it to be old and outdated. The carpet and paint was dingy and the bathroom sink and toilet had some hairs laying around. The sink would not drain well and the tile in the shower was dingy. Also, the shower head did not stay put and the water flow was low. At the pool I tried to get a seat at 7 am and found every seat was already taken but no one was there. People had reserved their seats with dirty towels and did not show up until much later around 11 am. The pool staff seemed to do nothing to fix this problem. The hotel was overcrowded and seemed dirty . We will definitely not stay at a Sheraton again.
January 8, 2013
Rated 4 out of 5 by SLei Great hotel, but...
I love the Sheraton Waikiki. Great location, amazing amenities, restaurants, and beautiful hotel. Fabulous pool as well! While the hotel itself wasn't an issue, I did come across a few challenges with very impolite front desk staff. I called on a few occasions (to reconfirm, etc..) and while one employee was very helpful, every other time I called, each person I spoke with was quite rude. I work in the tourism and hospitality field so, I know what it's like to make sure to make visitor's feel welcomed to our islands, and these employees sure did not show the "Aloha Spirit". It's unfortunate. Not sure if they were having an "off" day, but it is unacceptable. I even told the staff that I was a local (from Maui) and I was a relative (daughter) of a Starwood associate, yet was still treated poorly. When checking in (on July 26th), the front desk agent wasn't the friendliest, but wasn't rude either . Our check out experience (July 29th) was a lot better, though.
One department that showed Aloha and were friendly and helpful the whole time was the Valet & Bell Desk staff. Kudo's to them. They are constantly always busy, yet I noticed that they made each visitor feel the Aloha. :)
Hopefully, others will not receive the service (or dis-service) that I was given and that proper training and/or re-training is given to your front desk team.
August 6, 2013
Rated 5 out of 5 by CTB33 Excellent location and facilities
My wife and I stayed here on our honeymoon, and loved almost everything about our visit. Our room had a stunning full view of the ocean, with a comfortable balcony, and we could watch the sunset from there. The infinity pool right on the water is definitely one of the hotel's strongest assets. We also enjoyed the food, particularly the breakfast buffet and the dinner menu at The Edge (don't miss the Ahi flatbread).
One of the nicest perks of our stay was a complimentary bottle of champagne from the hotel, in observance of our honeymoon. We shared the bottle on our last night while we watched the sunset. We also had a complimentary photo shoot on the beach, which is definitely worth it.
The location was terrific, as we were steps away from great shopping and the beach (you can walk from the pool to the beach in seconds).
If there was anything to criticize, it was the lack of a hot tob in the adult pool area, and the fact that the pool closed at sunset (and the pool bar at 9). The gym was adequate; a little small but well-supplied. The lobby area has a lot of shops, which did mean it was always crowded, but we found the excitement enjoyable.
Overall, for the value and quality of facilities, we were very pleased, and would highly recommend the hotel to others. If we visit Waikiki in the future we will certainly look into staying here again.
January 12, 2013
Rated 4 out of 5 by JAG1 Better outside than in.
This property's fantastic location with step-down access to the white sands of Waikiki and extensive outdoor pool and dining areas makes it a strong contender. There is a quiet adult pool and a much larger family pool area with water slides and water features. Overall, the front desk and valet staff were very professional, welcoming, and accommodating. The rooms are spare and somewhat small, although I expected this based on website pictures and other reviews. However, I was surprised how generally banged up all the furniture was. The room was clean, but all the scratches and dents made it seem less so. The bath is very basic, with no upgraded finishes, but it served its purpose. The mattress was comfortable. Note: partial ocean view was quite removed from the sound/smell of the waves because this is a very large property. Note: if you're not a super-attractive 40's mother or one of her beautiful daughters, save yourself the money for surf/paddle board instruction from the gruff old teacher. He and his staff pay plenty of attention to such travelers (while providing their off-color commentary while the women are out of hearing range). Everyone else gets the short end of the stick. Overall, this place serves the purpose well for someone wanting full access to the sights, sounds, and nightlife of Waikiki, with a comfortable place to rest their head at night.
May 27, 2012
Rated 1 out of 5 by Bubblesdreams Good Hotel, bad customer service and management
On our last stay in Dec 2013. We were misunderstood by one of the other staff about the policy at the hotel so my kids can play those small party popper on a new year day . Therefore, We had broke a small rule of the policy without acknowledge. Instead of being ask or inform not to continue to play, we were threaten to be kick out of the hotel and take away our stuffs by the one of security staff. He was so rude and impolite even when I had apology and had explained my understanding of the policy for the hotel when I checked with the other staff's I had inquiry prior. At the time I didn't want to waste my time to filed a written complains and move to another hotel during the prime season period due to we are traveling with 1 kid's and a toddler's and let this incident to ruined my 2 weeks of vacation any more than they had already done.
I believes in customer service when I am paying a premium hotel, but I am very disappointed and it has upset me to be treated like this by that security staff. Too bad I didn't get to find out his name even after I had filed a verbally complains to the hotel manager on duty. I guess the other hotel staff trying to protects their staff for wrong doing. I hope they kept the record of my complained. But I was surprise after my official complains, no follow up call, note or no apology from the security dept or that particular staff's. We absolutely love this Sheraton, we stayed here every time we are in Waikiki, due to the pool and the location. but after this experience and reading about the other reviewer about their customer service, I don't think I will ever stay there again nor will I refer anyone to this hotel.
A special thanks to one of the activities staff name Cassie, I hope I spell her name right. She is super friendly and nice. She will even go extra mile for you if you have any inquiry out of her specialty. I greatly appreciated.
March 7, 2014
Rated 1 out of 5 by spg2345 Nickel and Diming along with Apathetic Management
Originally stayed here in 2010, was my first stay at an SPG property and thought it was great! In fact, this hotel converted me to an SPG loyalist....shame to see how much it has changed.
Been back a few times subsequently and unfortunately service has declined considerably. The resort fee has gotten out of control here. $30/night+tax is sometimes more than 10% of the nightly rate. Theme of most recent stay was the hotel consistently nickel and dimes, and does not provide any type of Plat recognition that would actually cost the hotel money. (i.e. you can wait in a shorter line for breakfast, but stingy on upgrades, you need to fight for plat amenity/alt amenity, etc.)
Management fakes not knowing about the Alternate Amenity owed to Plats because the resort fee includes internet; a fast Google search shows it's been addressed by SPG many times.
Bill had a number of errors hotel originally refused to correct even though I had printout of the entire rate plan and it's T&Cs. Required going through SPG corporate to finally get it fixed.
There are some positives:
Hotel and facilities are still very nice. Rum Fire bar has good drinks as well as a number of their own cocktails that are unique and clever. The Baja sun drink was great. Happy hour menu is good as well.
Plenty of pool areas, and seems to be very family friendly.
Bottom line is SPG treatment is among worst of the system and they penny pinch. If you set your expectations accordingly, you'll probably be pleasantly surprised.
December 19, 2013
Rated 5 out of 5 by DCtraveler12 Perfect Meeting location!
I know, you wouldn't typically think of a Waikiki beach resort as a place for meetings, but this was the PERFECT place for a meeting. Our entire team, customers and suppliers were focused and energized in meetings due to the location. Then, after hours, there was VERY relaxed networking in a casual environment. The service was well above expectations (and I'm picky), the views were incredible and you can't beat the location.
If you haven't tried this hotel for meetings, DO IT! People will thank you. Also, I think this was by far one of the most productive and thought provoking meetings I've ever attended (and I mean it...my boss is not reading this).
August 12, 2012
Rated 5 out of 5 by TINK40 OUR ANNUAL ANNIVERSARY TRIP TO THE SHERATON.
WELL, WE HAVE BEEN STAYING AT THE SHERATON FOR 40 YEARS. AND, IT WAS OUR PARENTS WHO STAYED THERE BEFORE US. JULIE HAS BEEN A WONDERFUL HELP EVERY YEAR WHICH WE APPRECIATE SO MUCH. THIS YEAR, OUR 40TH ANNIVERSARY TRIP, WAS NO EXCEPTION. THE HOTEL WAS GREAT IN EVERY WAY. THE PEOPLE WHO WORK THERE ARE SO FRIENDLY AND NICE. GERALDINE, A HOUSEKEEPER, HAS BECOME A FRIEND, AND SO HAS NAOMI WHO WORKS AS A HOSTESS AT CHAI, THE BUFFET RESTAURANT. THE BEACH IS ALWAYS SO CLEAN, THE POOLS WONDERFUL, AND I PARTICULARLY LOVE THE ENTERTAINMENT. IT IS PARADISE. WE HOPE TO RETURN AGAIN IN JUNE THIS YEAR. THEN, OF COURSE, AGAIN IN NOVEMBER OR DECEMBER.
December 9, 2012
Rated 4 out of 5 by Taro This hotel has good fearutes.
Great location, wonderful view from the pool.
July 10, 2014
Rated 3 out of 5 by Missa Hotel Experience
When I decided to stay at the Sheraton Waikiki I had high hopes and expectations when it came to staying at the hotel. However, I was sadly wrong and disappointed. Upon coming to the hotel i felt the lady who checked me in was friendly. Then the next day came where my room key did not work. My boyfriend tried and i tried getting into our room but could not. We happened to see a house keeper on the floor and asked her for help and she tried and said you need to go downstairs and get another key and just simply walked away. I felt that was unfriendly. I wish she would have called the front desk to send someone up instead of just telling us to go downstairs and do it ourselves. I don't see the customer service in that. I was already kind of annoyed while going all the way back to the lobby. When i got to the front desk and told the lady what was wrong she acted like I was wrong or something. Not even a sorry about making you come all the way downstairs or anything. I was very shocked! I expected this hotel out of all hotels to have the most ALOHA spirit but I was wrong. But don't get me wrong the bellman seem to be more friendlier than anyone else in the whole entire building. Another rude situation I experienced while staying at the Sheraton was at the RUM FIRE bar. I went to get a drink and the boss on duty was friendly. However, the bartender lady was not as nice. When she was done making my drink she didn't say oh here you go or anything just left it on the counter for me to take. I was again disappointed. So you ask me if I would stay here again? Maybe, for the pool and friendly bellmen but I would think twice about it.
April 16, 2013
Rated 4 out of 5 by Jil17 Great hotel
Me and my husband have a wonderful stay at this hotel. Hotel is located in the central of Wakiki Beach. Great restaurants and shops are near by. Hotel roon are nice and clean. I would recommend this hotel to anyone.
July 7, 2014
Rated 2 out of 5 by salo disappointed
This was a special birthday trip which turned into a headache. Upon arrival room was not ready, when we got the room the bath tub was disgustingly dirty, we were told it was the stain so they changed our room to another room told it was the same "category" but the room was clearly MUCH SMALLER, so we changed rooms yet again, then the tub was clogged so we had to call and get it fixed, then the safe was pre-locked so we had to call to get that fixed, then the room was missing a lamp necessary for lighting the room, so they had to bring that. WORST OF ALL the room door did not lock once it was closed from the outside, the door would open from the outside WITHOUT a key! we went to lunch thinking our room door was locked, someone was called up to "fix it' and when he left it was still broken and could be opened with out a key, felt unsafe manager came gave us $200 to "make up" for it and we were late for reservations so we left but took her word that she would remain in front of the door until it was fixed. Upon check out and return I was told by my travel agent that they had been instructed to bring us an amenity package upon arrival and on my actual birthday! THEY DID NO SUCH THING! I did not receive anything from them on either day! it was too late since we had returned but my agent and I are both very upset! All of this was done in writing so my agent had to write a strongly worded letter to the sales team! they didn't make my bday special at all even though they said they would and they were instructed to do so. The front desk staff is RUDE! they roll their eyes and talk to you like the guest is there to serve them! only good staff were Collette at the front desk , Ingrid and Guy at the concierge/ reservation desk! everyone else is so rude and has no customer services. Travel agent requested we receive some spg points for inconvenience and they agreed but we well see if that happens because I brought it up to a manager before we left and they had done no such thing!
overall with that hot of a mess and that staff I wouldn't recommend it to anyone!
the location of the hotel is semi private which is good! its close to the street and walk able to many food and shopping locations. The hotel is super crowded.
February 19, 2014
Rated 5 out of 5 by Nancy always a winner here
I always stay here when in Hawaii and am always happy. As a platinum member of SPG I used my suite upgrade and was given a 2 room suite. I have to admit I was a little shocked when I realize that there was a murphy bed in the living room so it would be great for families. I was only there with my husband so the bed stayed in the closet.
From the welcome gift of a bag to fill with goodies in their shop to club lounge access we were impressed.
This is one of the nicest clubs in Hawaii with wonderful food for breakfast and wine and beer at happy hour along with great food.
Rumfire is one of my favorite places to go for a drink and they always have good music. We were pleasantly surprised this time with the addition of a music group from a local California college that played each night - it was a full band with singers and we knew all of the songs. They were out by the pool area and just added to the fun of our stay.
My husband decided when we return to Hawaii this is the only place he wants to stay from now on- Thanks to all
July 6, 2014
Rated 4 out of 5 by SKEKU 4th of July
We had a great time in general however this year Sheraton Waikiki had no entertainment for its guest until 3p. In years past Sheraton was festive from 8am to the night firework show with live MC, games, give aways for the kids, and music. Not this year sad...
July 6, 2014
Rated 1 out of 5 by joker Poorly operated vacations
We arrived at the hotel late in the day due to weather conditions in Chicago.. Called the hotel and explained that we were enroute to the hotel and didn't want hem to cancell the reservation. Arrived at the hotel and was notified that the rooms we were scheduled for had been given out and that they could give us different rooms. (Which was fine) Then things went down hill. The room we received was a room that was convered from a suite to a standard room, (BIG ROOM) only problem was there was nothing in the room except 2 bed and a TV. Then they tell us that we owe the 30 a night surcharge which on the reservation was never mentioned. VERY POOR OPERATION
March 12, 2013
Rated 3 out of 5 by cm01 spent all the renovation money downstairs
After what was a pleasant experience upon arriving downstairs in the main lobby. I arrived to my very expensive 1 king bed room for my 9 consecutive evening stay and was throughly disappointed. The entrance tile floor for Rm 2946 was so out of level I almost tripped as I walked in. It carried through into the bath area at such a ridiculous angle it was almost unbelieveable. The doors had to be undercut so much that the noise and light pollution from the corridor was very distracting, especially in the evening. I Had to resort to stuffing a towel at the bottom of the entrance door each night. The actual finish on the room tub was very dated. Perhaps the term "refinishing/Respraying" a tub was not in the budget. Who ever had the idea of keeping the room sleek must have forgotten that travelers do like to have a fully backed chair to sit on once in a while. A nuvo backless floor stool is not very comfortable to the 35 year old and over set. Many thanks to the housekeeping maid who went and obtained a banquet seat chair for the rest of my stay- not very comfortable, but practical. My Ocean view was with the sliding doors that, because of the new lockset installed- did not allow the full seal to take place with it completly closed- so i was treated to the howling winds session on breezy nights. And come on folks- you cannot tell me you could not find it in the budget to put even one small piece of furniture in the room to place a bag on and clothes in side -- not just leaving it to lay everything out in some closet shelving space. I guess I am not hip enough to understand the thought behind having the bathroom mirrors on movable panels that open up into the sleeping area.
if it was for ventalation- a ceiling fan with in the light would have been less expensive and more effective. Your Staff is great- very
friendly, helpful- but they really couldn't help me with these items about. Do not think I will book into this Hotel again.
January 11, 2013
Rated 2 out of 5 by RufusInHI Hit or Miss; More Miss than Hit.
OVERALL IMPRESSION: Nothing terribly wrong with this place except for the inconsistent Front Desk and the poor Club Lounge unhospitible service. Having stayed at this properties several times the SPG check in line is hot or cold when it comes to delivering genuine Hawaiian hospitality.
SPG RECOGNITION: Is more miss then hit. The typical excuse is the hotel is sold out of premium rooms and suites, yet a call to SPG reservation or check online shows that the hotels has high category rooms and suites are still available. After complaining to Management; it is amazing for the Hotel to eventually find a suite that was just returned to inventory by the maintenance department. How many of us Seasoned Platinum SPG Members have heard this same excuse time and time again.
THE ROOM: Non-suite rooms are small; typical for Waikiki. If you are very fortunate to get a suite upgrades, the suites are very spacious. Rooms are clean and recently renovated and nicely furnished with Hawaiian theme.
LOCATION: You can't beat it! It is definitely central Waikiki off the main street (Kalakaua Ave); so traffic noise is not an issue.
EXCEEDED EXPECTATIONS: Hotel has two swimming pools. The adult only infinity pool (Ewa side) is a nice respite from the loud and crowded main resort pool on the Diamond Head side of the hotel.
DID NOT MEET EXPECTATIONS: Club Lounge while has a spectacular view of Waikiki Beach and Diamond head, the staff is unfriendly and the evening food selection is very stodgy. Lounge Agents are more concerned about whether you are eligible to enter the lounge/ NOTE: access to the lounge requires your room preprogrammed electronic key to unlock the club lounge door which has to be programmed by the Front Desk. Yet you still have to provide your name and room number to the club agent which is validated prior to club entry. I invited two business colleagues to the lounge and was embarrassed and chastised by the Club lounge agent and reprimanded me in front of my guests that the Club lounge was only for Hotel guests. The Club lounge access restricted to only Hotel Guests not allowing the Hotel Guests to bring their guest/friends/family/business colleagues makes no sense especially when alcoholic beverages are not free and provided at an absorbent cost. The is no Aloha in the pretentious Club Lounge. Complaints to Hotel Management went unheeded and meet with curt excuses to defend the club policies.
May 18, 2013
Rated 5 out of 5 by Marnik BEST WAIKIKI HOTEL
I love the infinity pool, looks great! The best hotel we ever stayed in. Thank you!
July 7, 2014
Rated 3 out of 5 by Hawaii5O Needs work on customer service
Ethan, the pool manager needs training in customer service. He is rude, belittling, and single handedly assured I will never stay at the Sheraton Waikiki again. Did speak with the director of customer service who did a great job in listening to my concerns. Damage was done however. We won't be back.
July 2, 2014
Rated 4 out of 5 by AttentiveTraveler Clean, Convenient, Classy
Had a one night stay while working in Honolulu and brought my hanai niece along with me - at age 9 she loves hotel stays for the pools and other extravagances!
We checked in after work, around 4:45 pm and headed straight to the pool. Sadly, the waterfall slide closes down at 5 pm - so we missed the main reason we selected this hotel. I'd sure like to see that stay open longer hours.
We did receive an oceanview upgrade, and that was spectacular. The hotel has had several renovations in recent years, and the grounds are fully staffed with a choice of shops and eating. It's also very convenient to safely walking in Waikiki in the evening. Staff were friendly all around.
March 31, 2014
Rated 3 out of 5 by hjp2014 Great Location
The hotel is at an amazing location...but the rooms needs major renovation.
July 7, 2014
Rated 1 out of 5 by Andy This hotel is a disgrace
For $400 for one night this hotel is a total rip off. Check in was easy that's about the only good thing about it. The entrance to the hotel lobby is like walking in a mall. The room was cheaply furnished, actually the furnishings were crap. The carpets in the hallways from the lift to the rooms were old and dingy. The over all appearance depressing.
The next morning I had a 10am flight. I was expecting to go down to the restaurant and have breakfast. It didn't open until 6,30am but when I got down there a que was already formed and would have had to wait an hour to be seated. Had to get breakfast from the local takeaway in the lobby. Do yourself a favour stay away from this hotel. Im also an SPG member.
January 28, 2013
Rated 1 out of 5 by lookingforbetterhotel Love SPG-hated this hotel/staff/stay
As an SPG Gold Member for at least 10 years, an affluent American Express SPG card user, we have always experienced outstanding service from SPG, and love Starwood properties. This stay was bad from the moment I booked the room. I went online and booked the room through SPG.com, and about two days later I received an email from SPG offering an upgrade to oceanfront for $100 per night. I was thrilled as it was our anniversary, and I called SPG to do the upgrade. I was told the hotel was full (in January, three months before our stay) and I could not upgrade. I was bummed, but I understood, didn’t think too much of it and moved on. Well, I was really upset when I received an email about three weeks later from Travelocity offering great Hawaii deals. There, on the list were ocean front rooms—you didn’t even need to be an spg member, certainly not a GOLD member to book them. And I thought, “but they told me there were no rooms left”. I was upset, so I called back on 2/22/13, and this time I took names and escalated my situation. I spoke to Joan and said “hey, I’m spg, I’m gold, I’ve been with you guys for 10 years, I refer this spg card all the time, I love spg, but this isn’t cool.” She gave me the same story that hotel was full and I could ask for upgrade when I got there. I kept saying “how is it full for spg MEMBERS, GOLD members, but any average non-member off the street can go to Travelocity.com and get an ocean front room??? I asked for her supervisor and got Phillip, who said the same thing???? Are you kidding? I asked for his supervisor and got transferred to Mike Sperling (sp?) voicemail. Mike didn’t call me back. So, I had to call Mike AGAIN, and got his voicemail AGAIN. I told him to call me and to be prepared with an address of where I could send a written complaint. He called a WEEK LATER and left a message with an email address of where to send my complaint, no offer of assistance. I was pretty disappointed with three levels of spg at this point, and thought “forget it”. It was a month before our vacation, I was done working with this type of incompetence and lack of customer service.
I got to the hotel, got in the SPG line and asked for an upgrade to ocean front, maybe club level, or at least a high floor with a nice view. I was denied, and told that as ONLY a Gold member (not platinum—which is funny because I spend so much money on my amex card that I always have free nights at spg, so I don’t pay for rooms, so how could I be platinum without a timeshare?) I was denied, and told that as ONLY a Gold member, I could only get a standard upgrade from city view to mountain view, implying a view of Diamondhead. I asked for the manager and Brian or Bryce said there were no ocean front rooms available, not even to pay for. Really? Really? Really Anywho, when I said “really?” he said well I could change your room every single day and get you an ocean front room but you’d have to move every day. I said, that makes no sense, if you have seven nights, you should be able to get me into one room for the whole stay by adjusting incoming guests. It was Friday afternoon after all. (This is funny because we met people in the pool who got a free ocean front upgrade AFTER we had asked to pay for one- ridiculous)The mountain view we got was only on the 15th floor, it overlooked the parking garage and dumpsters and bunch of condos. There was a mountain in the distance, not Diamondhead. So, fine, I wasn’t going to ruin my vacation because SPG and Sheraton had clearly gone downhill. Continuing on with the front desk clerk, we said we wanted to valet for a week, and she said we couldn’t because we had self parked before check in. My husband explained that the pull up area in front was so busy, that the attendant told him to self park and check in and then we could valet. Another REALLY? REALLY? REALLY?
Okay, it’s my anniversary, I am going to be happy, and we go upstairs—lovely walk to elevators, beautiful hotel. Get upstairs, very thirsty so I go for ice and a soda on our floor. Ice machine empty, soda machine empty of ALL types of soda and water. Go back to room. The bellman showed up with bags, and I told him the soda machine was empty. He suggested going across the street to ABC. Now it’s just funny. The soda machine never got filled by the way….not all week. Which kind of stinks when you want to walk down the hall and get a soda. But hey, it’s my anniversary, it was only 50,000 points, I’m not going to ruin my week. Not until our phone didn’t work. I had to call the front desk from my cell phone to tell them my room phone didn’t work. They said they would send someone, but they never did. As it turned out, it was sporadic. The guest services line ironically didn’t work. Guest services would answer, knowing it was my room calling, and they could never hear me, but they never tried to call the room or check on me even though I called dozens of times. Dialing zero worked most of the time. Go to room 1519 today…bet guest services line still doesn’t work. The lamp on my side of the bed didn’t work, didn’t get fixed. The hot pot for boiling water for tea didn’t work, never got replaced. Then we weren’t getting water in our room-called housekeeping and they were OUT. LOL. None in the machines, none in hotel. So, I’m starting to wonder, what the hek is my $30 resort fee for? The internet was slow, couldn’t stream on my ipad, no hot pot, no valet parking, no phone, lamp is broken, no bottled water. Well, it didn’t end there…we were without washcloths on most days, housekeeping forgot them, also forgot coffee cups…just a lousy experience. I had to call for everything I needed every morning.
Surely, I thought the pool must be better. WRONG. It’s my anniversary, so I’m going to enjoy it anyway, right? WRONG. So we go to pool with our gold bracelets on and set our things down and tell the attendant we will be right back. Came back 15 minutes later with a tag on our chair saying our things had been moved. Got them back, no big deal, got new chairs, now without an umbrella and a table and an ocean view, now we viewed the backs of other people’s chairs. We inquired about the cabanas and decided to rent one for $60 to FINALLY get our ocean view. Well, when we came down that day, we had to chase people off our reserved chairs, the attendant should have been watching this. We relax, go into the pool and when we came back, our things were taken again!!! WHAT? We reserved the cabana? No big deal, I go ask for them, and I got my flip flops, but not my silk wrap. My very expensive, new, anniversary gift, silk wrap. Apparently, my things were picked up with another guests, and they didn’t claim my cheap flip flops, but claimed my wrap. Did the pool attendant offer to call them? NOPE. So, we decided, let’s get out of here. Went to concierge for Map, and the girl was locking up cabinets saying sorry, she couldn’t give us a map. FINE, another spg failure.
We get back after a few Mai Tai’s some shopping, and our room key doesn’t work. We call from the lobby phone to send someone with a key, but no one comes. So, we haul all of our shopping bags downstairs to front desk and they give us new keys. Haul it all back up, go to bed…thoroughly disgusted with this stay. Come back the next day, our keys don’t work again. By sheer luck, I see a facilities guy by the elevator, he let me into my room, where my id was, checked my id and sent someone with new keys. By that time, we are done with resort. We went to Northshore, came back after a long day to a full parking garage…the list goes on and on…it was a nightmare stay. I called for manager Kelly and was told I couldn’t talk to GM. I have been debating all week about calling, so this opportunity was good. I want my points back, I want my resort fee back, I want my $60 cabana fee back and I want my silk wrap back. Starting to look at other hotel programs
April 17, 2013