Rated 1 out of 5 by gomezk pool needed clean and front desk not on same page
Before checking in I called and put in a request with the front desk and was told no problem we have the 7th floor open that will not be a problem. when I arrived at the hotel the front desk said she seen I put a request and it said high floor although she could do that for an addtional fee of 30.00 more . I I paid that not happy but I perfer that floor so I asked why was I not told that when I called and they told me well not all front desk specalist know that there is a fee. then the pool was very dirty and to top it off our a/c was down to 60 degrees and never seem to get cool in our room we al had to sleep with out covers and we usally put it at 70 and that seems to work but our room never seem to cool down not sure why but did not want to move rooms because they may want to charge for another upgrade or something since they already got me for an additional 30.00 when checking in.
May 17, 2016
Rated 2 out of 5 by bpatrick86 Great Hotel, questionable staff
Although the room and food was great, the staff did not meet my expectations.
After a long day of traveling to even get to the hotel, it took a while to get checked into my room. First, the lady that helped me couldn't find that my room was on a direct bill account and swiped my credit card for the room without saying why she was swiping it. Then I told her it was a direct bill once again and she had to look up the account because it wasn't booked as a direct bill.
I then questioned about my rewards card. The lady informed me that since it is a direct bill account I cannot use my rewards card, EVEN though this has never been an issue at any other Sheraton Hotels.
Although the maid service was good, there was a few times that I was left without any wash clothes.
While checking out, I was told that my bill would be emailed to me and they verified the email. I never received an email and when I called to get it sent to me (after holding forever), the lady told me that I didn't have an email on file. HOW is that when I verified it before I left the hotel?
The restaurant and bar staff were great, no change there.
April 18, 2016
Rated 1 out of 5 by Frustrated1234 Poor Customer Service
Unfortunately I lost my receipt and a copy is required for my company expense report. I have left 2 voicemails with this hotel and I have not received a follow up call even though their recording states that a reply will be made within 48 hours.
February 25, 2016
Rated 1 out of 5 by Busylady22 Worst Starwood Property I have ever stayed at
Absolutely worst starwood I have stayed at. When I checked in there was no acknowledgement that I was even a starwood member. I had a king bed reserved and she said they didn't have any. I told her I was a platinum member and she sarcastically said half the hotel was platinum members. I have ZERO confidence that she was telling the truth. The bed in my room is not comfortable, your room service menu is very dated and weak, it took a while to get the internet service to work, and your TV channels are very limited. To make matter worse I have only been here less than one hour! I am glad I am only staying one night!
February 23, 2016
Rated 5 out of 5 by QueenCreek New Year's Eve stay - water slide - Castles N' Coasters
This stay was part a last-minute New Year's Eve getaway for my family. And if it wasn't for Jennifer at the front desk/reservations, it wouldn't have happened. I booked 2 rooms and Jennifer upgraded one of my rooms to the Parlor Suite. The dual-room suite was clean and spacious. Our family of 7 and our guests of 6 were able to comfortably enjoy the Parlor area.
We spend most of the day and rang in the new year at Castles N' Coasters. My kids and their friends LOVED it. Then the following morning my 7-year-old son and I enjoyed the hot tub and then we asked the service desk if someone would turn on the water slide. So my son was able to enjoy that for a good half-hour. Yes, the water was warm enough.
The Jennifer at the front desk was very helpful in the morning helping us with the breakfast buffet. Bacon and sausage and eggs were very good. And the attendant in the Club Lounge (forget her name) was awesome. They ran out of appetizers but she accommodated me and was able to order more.
Some of the best service and perhaps THE best SPG Platinum recognition I've ever had.
January 4, 2016
Rated 3 out of 5 by edintempe NYE Party
Even though my room was clean I found it to be very dark, the walls were a dark color and when I open the curtains and turned on all the lights I had a hard time reading unless I stood by the window. I turned on the heat and it was a bit noisy but worked well. I went to take a shower and the water pressure on the cold side was weak so I had to shower a little hotter than I would like to. Door hinge was lose and so was faucet on sink.
All of these I consider minor but it seemed that there is a lack of maintaining the rooms.
January 2, 2016
Rated 5 out of 5 by Domans Pleasant suprise
We have been so happy and pleasantly surprised with this amazing hotel.!! We did not know about their 5 mile radius shuttle service. We did not rent a car for our vacation and planned on doing Uber for our day trips..! What an amazing service with even more amazing staff to take us places at no charge! (We did tip however) which was better than uber. The staff is so wonderful and the facility itself is a 4 STAR in our book! Great pool and HOT TUB! The fitness center is immaculate with raquetball courts and many other amenities!!
We will definitely return to this location!!
Thank you staff !!!
December 27, 2015
Rated 5 out of 5 by Jackie27272727 Great!
Front desk staff was nice. They upgraded me to club level for free so I was able to check out the club which wasn't bad.
December 24, 2015