Rated 1 out of 5 by winstoda Most basic amenities not provided and GM could care less...
I stayed at the Sheraton Suites this week due to a very early flight the following morning out of PHL. I have a history with this property - in the late 90s my firm conducted our orientation program here. I can report that the hotel is exactly as it was in 1999 - no upgrades to speak of. Very tired and worn.
After an uneventful evening I awoke to get ready for my flight only to discover the shower didn't work. Not bad water pressure, not bad drainage in the tub - the shower would not even turn on. I had no time to change rooms or to have someone come repair it due to my approaching flight time so I ended up using the sink and a washcloth to freshen up as best I could which led to a pretty awful day ahead of meetings at my destination. I was livid to say the least.
The front desk was manned by one woman at that early hour (5:30am) and it quickly became apparent that she was not empowered to help me with my issue in any way. I did explain the problem and handed her a business card; I asked her to have the GM contact me upon her arrival (supposedly she would be on site at 9am). Four days later and I have still not heard from anyone at the hotel.
My company still sends quite a bit of business here but you can be sure that I will pass my experience on to my corporate travel department so my co-workers can stay elsewhere in the future. Problems happen in the hospitality industry but to lack even the most basic customer service is unacceptable.
April 7, 2014
Rated 4 out of 5 by Laurie62 Great property,front desk has attitude
The lobby ,room and restaurant are Aplus.We come here every month and haven't had a problem upon checking in until now. The front desk had an attitude and it took a lot of talk to get what we were promised and have had in the past. We just returned from the W French Quarter in New Orleans so I guess we were a bit spoiled.
April 15, 2014
Rated 3 out of 5 by Twinn2013 One of the Worst Housekeeping staffs in Sheraton property!
I asked one of the housekeeping staff in my floor (SPG floor) for 2 towels, she said NO and give me bad attitude. She mentioned that I need to call guest services to request towels and she insist that she can not give the towels to me at that moment. I stayed with numerous Sheraton properties all over US, this Sheraton is Ridiculous and a joke.
This Sheraton need better new Management, from the month of October 2013 until January 2014, constantly receive low rating about poor customer service.
January 10, 2014
Rated 4 out of 5 by vipster Issue
My rate included free wi-fi and access to the club lounge. Apparently, the system at the hotel did not show what was included. Also, my rate included free wi-fi. I still got charged for the wi-fi. After explaining to the billing department, the credited me for the wi-fi, but no access to the lounge.
April 11, 2014
Rated 1 out of 5 by LadyAnimal This hotel needs improvement
Sheraton suites makes TOOO MUCH money to be running out of towels an wash cloths. I had to wait 3 hours for towels and wash cloths . I repeatedly had to call and go to the front desk to ask for towels and wash cloths and every time I was told they were sending them up. When the guy "Chris" bought them to me he had an attitude and I asked for 4 towels and 4 wash cloths he only brought me 2 towels and when i told him i needed more he shrugged. I asked for towels and wash cloths at 830 and i received 2 towels about 1130 and my wash cloths at 1230.Ii had 3 lil girls that had to wash the chlorine off them from the pool and go to bed .
March 17, 2014
Rated 3 out of 5 by Helen1998 Not very clean
The hotel was ok, the best thing was the staff who were friendly and managed to produce breakfast every day in 5 minutes flat.
But my room was dirty, the bathroom especially. The bathroom door was very bad along with the bath, the ceiling was covered in funk.
April 10, 2014
Rated 1 out of 5 by Sleepy100 Terrible stay
Checked in after late flight to room 232. Not recognized as SPG, had to ask both in evening and confirm in morning. Bar noise very loud, so called. Front desk said they couldn't hear noise. Neighboring room loud w unsupervised kids cursing. Floor not vacuumed so had to pick up several pieces of garbage and clump of hair on bed. Bright ground light shining on window and not blocked by curtain. Tub extremely slippery. Ground under bed hummed like it was over machinery? Horrible stay making me consider Sheraton chain as my current primary choice.
March 24, 2014
Rated 2 out of 5 by EMSRN Poor Follow-up
Overall a nice hotel, but. Initially had an issue at check-in was dealt with immediately with good customer service. Thats were the customer service has stopped. Had an issue with the parking have called accounting twice with no return call. Left something in the room. Called lost and found twice with no return call. If you are not going to answer he phone when a customer calls that is fine, but return the phone call. Have left plenty of time almost a week for the phone calls with no return, very disappointed. Have stayed at a number of Sheraton's in the past with no issues, will reconsider at this point.
April 2, 2014