Rated 1 out of 5 by martimal Hotel is slipping in service
Stayed there over 50 times and service is slipping. Had to call to get my e-bill. Loud hallways by staff at night; newspapers dropped loudly, people talking and doors slamming at 5 am. Wifi works only 50% of the time. Always told to call their 3rd party support rather than fixing it. Wine list changed but still on menus for room service.
June 10, 2014
Rated 3 out of 5 by Stella14 Great staff but needs some work
The staff at this hotel are exemplary ... friendly, courteous and helpful. The hotel itself needs some work. From picking up the handset at the Airport to get the shuttle (requested to press 3 from a handset with no buttons was perplexing), to the checkin setup where the computer screens blocked me from engaging with front staff effectively to getting a room that was almost unsafe in how rippled the carpet was ... my initial experience was not the best. However, thanks to the great service, this negative experience soon faded. These items should still be addressed but the good news is that these are easy fixes. Having such great staff is much more difficult. I hope you give them a great Christmas bonus!
December 20, 2012
Rated 4 out of 5 by hantifen Great hotel staff
Wonderful staff at the hotel. Front desk is always ready to help and very attentive to the guest's need. Only inconvenience is the additional fee required for the gym facility usage next door. Since the majority of hotel has its own gym, it would be nice if the gym access for Sheraton is also complimentary with the stay.
One compliant is the Cafe on-site that supposedly offered Starbucks quality beverages. Ordered a cappuccino one morning from the Cafe, and when ready to enjoy the foamy beverage, it was great disappointment to find that there were no foam in the cappuccino. It basically looked like a regular coffee with added hot milk. Completely missed the essence/identify of how a cappuccino should be like.
April 22, 2013
Rated 4 out of 5 by ViceMagnet Good location for a meeting
I stayed at this property for a small convention. It was close to the airport and the complimentary shuttle was convenient. The property is relatively isolated and notably the fitness center is on an adjacent property. Part of my stay benefit was a complimentary pass to the fitness center, rather than a fee. The elevators were responsive. The facility is well laid out and signed so each meeting room is easily found. The food we were served was above average. The property is mostly clean, although evidently my room's window is a target for birds. I felt my shower could have used more power. My bed felt a bit soft but I managed to fall asleep. The bar staff seemed a bit indifferent to the amount of business we were bringing as a group, which seems ponderous.
October 30, 2014
Rated 2 out of 5 by RudyCDX1 Over Sold - Late Arrival
I arrived to find that there were no more rooms left even though I had a "Guaranteed Late Arrival". The front desk person put me in a room with a maintenance issue; the electronic door lock was not working. At 1:30am I had no other choice but to take this room. The maintenance man was called and he used a wire slipped under the door to open the latch and let me in. If I left the room this would have to be repeated. I am glad I had a room to sleep in but very disappointed that I arrived to find that I the hotel was oversold and I was the unlucky person to get the shaft.
March 23, 2013
Rated 2 out of 5 by martimal Service is inconsistent
Front desk service is trending down. I've stayed at this hotel over 35 times in the past year. They forgot to provide me my corporate breakfast coupons on my last stay and never apologized, acknowledged that they will send my folio via email 3 times and didn't do it until I called. When I requested a power cord for a meeting, they didn't send it up until we called a manager. On the phone right now and the person was rude. Again, no acknowledgement of not sending my bill and waited for over 5 minutes. Not sure what is happening with this hotel but considering to switch.
May 31, 2013
Rated 3 out of 5 by HotelJunkie27 A little bumpy
This was my boyfriend and my first time at this hotel and we were staying for our anniversary. There was a mix up in the reservation date and the front desk got us checked in but double charged us. And didn't tell us. Then the other guy stopped me in the hall later to tell me the deposit as lost. I called the Starwood help line and they talked to the manager who told us 2 different things. It was a mess. It wasn't until checkout that we had a knowledgeable staff member help us, congratulate us on our anniversary and apologize for the mix up. We still had to sort out the rest of the details on the phone after we left. Also the shower only had cold water that morning. The best was comfortable though and the room was clean.
September 6, 2012
Rated 5 out of 5 by Rosie657 A Winner In All Categories
Having recently stayed at a property from another chain that is known for their superlative service, we were pleasantly surprised at the warmth and hospitable nature of the entire staff. Although the maintenance of a property is very important, it comes down to the staff and how they present not just themselves, (your voice printout) but the company they represent from the very second you step up to the counter for checkin to the very last minute you depart. The management obviously cares at the Sheraton Imperial as well as the staff.
Keep up the good work.
November 28, 2012
Rated 4 out of 5 by SteveKzoo elegant hotel off the beaten path
Had a very nice time at the Sheraton. Nice Bar. Wish the fitness center was in the hotel, but not a big deal. Had a little problem finding it but once I did, I was quite surprised by the amenities. I had a great experience until I lost my ID card. The night audit was a young woman named Lisa. She helped me with advice on how to contact the airlines the next day and offered me another room key since I had lost it too. I went out to my car and she gave me a flashlight as well. Turns out my ID was buried in the seat of my rental car. But thanks to Lisa, she made me feel a bit more calm about the situation and went above and beyond what she had to do, especially at midnight. Because of her efforts, I am inclined to stay there again.
May 16, 2014
Rated 1 out of 5 by MSL48 Horrible SPG Experience
My rcent stay was horrible. I had a 2/25/14 reservation. The hotel said I could stay on 2/24/14 as well, only to be kicked out of my room that evening despite telling them that 1) i had a 2/25 reservation, and 2) i am paying for 10+ of my employees EVERY WEEK to stay there. After expleianing how I ave have been VERY LOYAL to Starwood, all I got was an email kicking me out of my room. Nice job...
March 10, 2014
Rated 2 out of 5 by MR14 Disappointing
I checked in with my family late on July 4th. When we first settled in, the room seemed fine enough, but the air conditioner was extremely loud and kept me awake most of the night. When the air condition was off (which was only occasionally because it was so old it couldn't actually cool the room), there was a steady drip coming from the bathroom. A pipe was leaking above the shower and when you lifted the panel above the shower a torrent of water came down. It was not a dripping faucet, but a full-on leaking/burst pipe. When I mentioned this to the staff the next morning I was cheerily told "thanks for telling us ... we'll pass it along". I was expecting some sort of restitution for an otherwise miserable stay in a luxury property.
July 8, 2014
Rated 5 out of 5 by faith225 Greg Simpson 50th
My husband and I came to your establishment for a birthday party being held in your hotel. The staff was all friendly and very helpful. We were very comfortable and really enjoyed our stay. I have been to your hotel years ago for a funeral conventions and had a wonderful experience then. Please keep up the good work.
November 24, 2014
Rated 3 out of 5 by Ben64 May 29th stay
Although I was upgraded to the 7 floor preferred guest level, the room 917 was very noisy at night due to garbage compactor removal (3:00am) as well as the building exterior metal structure was cracking during night as it contracted and cracking in the morning as it expended due to heat from the sun. I had a very disrupting night of sleep. The air conditioning in this room was also very noisy during the start and stop sequence, to the point where I jumped couple of time as I did not expected this type of noise from a room AC.
May 31, 2013
Rated 4 out of 5 by LuckyLo Fantastic customer service
EVERY single employee I encountered knew the meaning of customer service.....and with a smile! I have stayed in this hotel 3 times and the staff are so friendly, it feels like coming home. Lori in the bar is lovely, the staff at the reception always greet you with a smile and a "hello, how was your day?" and on my last trip, I also met the general manager who is really nice.
The rooms are really comfortable, there is a great gym next door and the hotel is close to RTP and the airport. I would have given this hotel an excellent but I think that the hotel has two areas of improvements: wifi (if you don't use your wifi for a while, you have to log back in which takes a few minutes) and the food menu (it would be good if the hotel changed it every now and again).
February 13, 2014
Rated 5 out of 5 by Walker2 Service
From the moment we arrived at the hotel, the staff was most helpful and professional. The bed was so comfortable that I overslept the following morning. The entire weekend was perfect.
December 1, 2014
Rated 1 out of 5 by Jay523 Rude Staff & Zero Security
My husband and I stayed here on our first and last night of our honeymoon. Our first night the hotel was amazing the only complaint we had was the rude front desk employee (10/11/14). On our last night (10/17/14) there were many problems.... The parking lot was filled with riff raff and the hotel did not seem to mind that random quests were hanging outside by the guests vehicles. It showed that the hotel was not concerned with people vandalizing peoples vehicles and did not care if it happened as signs were posted to not leave any valuables in your vehicle. The first room we were put in did not have half of the bathroom supplies traditionally given, a robe, and was dirty (hair all in the tub, green stuff all over the mirror, phone only worked on speaker, a footrest missing from one of the chairs, and loud noise b/c of random guests hanging outside our rooms window and door). The manager came once I called. He offered to give us an upgraded room to accommodate for the mess. The manager questioned us about our complaints as if we made the mess or took any of the missing items as if we were thieves. The manager then came up to the room he moved us to and questioned us about its condition in a way again to make us feel unwelcome. By far the last night changed my feelings about this hotel drastically. The next morning when going to check out the hotel attendant was extremely rude and made no eye contact at all as she was to busy doing her makeup and putting on hand sanitizer. I was extremely disappointed with our stay and would not recommend anyone coming to stay at this hotel as the service obviously changes drastically for one night to the next.
October 21, 2014
Rated 5 out of 5 by Stemhaven The Sheraton Imperial
Our visit started with Dean greeting us at the door. Then Nicole greeted us at the front desk and that was a great pleasure. She was professional, welcoming and had a engaging smile. Our room and bed was what you would expect from a Sheraton Hotel. It was wonderful in all areas and we would stay here in the future. We ate lunch in Season's Restaurant and the food was great. Overall our stay was wonderful and would do it again.
October 27, 2014
Rated 4 out of 5 by DCAreaTraveler Nice place, but ...
This is a nice hotel, but it would be much more convenient if the hotel had its own fitness center and one that was available to guests 24 hours each day. It was frustrating to not be able to use the adjacent fitness center on Saturday morning due to the later opening time. The only other recommendation that I would make is to clean up and/or repair the ceiling in the bathroom in the hotel room. It was clearly in disrepair and made the room seem run-down.
October 12, 2014
Rated 1 out of 5 by JGR305 SPG Gold Not Recognized Here
Told by front desk agent that upgrades are not offered to SPG Gold-level customers-they are only offered to SPG Platinum-level customers. The front desk supervisor verified this policy. Brought this to the attention of the MOD before I left in the morning. Nice guy, but no clear understanding of the SPG program. The guest room was an average Sheraton guest room--decorated in average Sheraton style. Room was clean and tidy. Hallway extremely noisy from guests returning to their rooms until about 2 AM; noise from passersby picked up again at about 7 AM. Seasons restaurant a little below average--even the "special menu" was not all that great, although prices were OK. Not a reasonable property for quiet rest, or to take advantage of SPG privileges. Many other options in the area.
March 11, 2014
Rated 5 out of 5 by BobbyConference Conference
I really enjoyed my stay. The room was larger than I expected and included wired internet access. I've stayed in hotels where the wireless internet was poor quality and it was nice having solid wired internet. The waiters in the restaurant were very friendly even when I came in for dinner ten minute before closing time. The cable TV channels were very good.
Only negative was some minor cosmetic problems with the room - carpet was sticking up slightly. Wallpaper was sticking out a bit. Not a big deal to me.
October 22, 2012
Rated 5 out of 5 by rjbour Enjoyed my stay at Sheraton Imperial Hotel
The hotel staff were all friendly and very helpful. Everything was clean and fresh. The Club Room was nice and the food was perfect. My room was as I expected, lots of space, clean, and very comfortable.
The shuttle took our group of 11 to a near by restaurant without problem or delay. Our return ride to the hotel was there within minutes. I can't say enough good things about the staff and hotel.
Everything was Perfect!
Thank you Sheraton Imperial Hotel & Convention Center for a great experience.
June 24, 2013
Rated 5 out of 5 by Caitlin84 Conference Experience
I was very impressed by not only the facilities, but by the friendliness of the staff. When attending a conference with a group of students, the check-in/check-out process can be a little chaotic. The hotel staff made those processes quick and easy. All of our needs were met, and always with a genuine smile. The room itself was very comfortable, and very clean. I would most definitely recommend the Sheraton Imperial whether you are planning a conference, or are just looking for a place to stay.
March 31, 2014
Rated 2 out of 5 by BruceIan run down, aging, many things broken
I've stayed here 1 too many times. Staff is very attentive. some are prone to making excuses instead of working to fix the issues.
Many things are either just barely working or broken.
Had the desk chair replaced when I got to the room. Would not raise. Any attentive room staff should have seen it. Sink is stained in many places. Side door access to hotel (with room key only) did not work for me or the person before me. They came and opened it after calling on the courtesy phone... as I said, staff works hard.
Door lock to room does not recess enough to let the door close automatically. Must hold finger in door for last 3 inches.
The place is just barely adequate.
After many many stays here, I've just had enough. I will look for an alternative SPG hotel next time. Even if the drive to work longer.
July 9, 2014
Rated 5 out of 5 by spgwhiz They dont make them like the used to
This is one of those properties that they dont make them like they used to. Wide open lobby and restaurant, very fast elevators on both sides of the property, central air, large bathtubs, and as much hot water as you can take. Sure you can stay at those newfangled sporty hotels opened up in RTP that are showers only and no bathtubs so this place was like a real hotel was supposed to be. The staff is as friendly and well trained as the reviews suggest, I visit here a few times per year and never much see a new face so turnover must be low. Appears to be well run and well managed. There is an actual painting (not picture) of the general manager off to the side in the lobby and according to the painting he has a connection to Brooklyn, a distinct touch. Like I said, they don't make them like they used to.
June 16, 2013
Rated 5 out of 5 by AMMIEMAE Great Hotel
I enjoy staying in this hotel because it includes facilities for most everything you need. I would like to see refrigerators and
microwaves in each room, especially when
staying several days.
November 17, 2014
Rated 5 out of 5 by BarryG Great Hotel and Upgrade
The last time I stayed here was more than 15 years ago during a snowstorm. This time the weather was great. So was the room - the most unbelievable upgrade as a Platinum member. Thank you! My only suggestions are to open the club lounge 30 mins earlier for breakfast, and to have on any information about the kosher certification of the food in the lounge. Great hotel, friendly staff - wonderful room. And thanks to my company for adding this hotel to the approved list this year!
July 14, 2012
Rated 4 out of 5 by UNCAlumni Truly Enjoyed My Stays!
Thank you for the great service and accommodation. When I stayed last week, I was upgraded to a nice size room. One of the days, the executive lounge was closed due to renovation, but you all did not hesitate to accommodate for this occurrence! I truly appreciate the positive attitudes of your staff and their willingness to help satisfy their guests! Please know that did not go unnoticed! Please continue to keep your customer's at the forefront of your daily business!
December 19, 2012
Rated 3 out of 5 by Gil57 OLD but OK
Overall this hotel is good, no more. The rooms need big update. rooms are too dark, carpet is very old and furniture just acceptable. Bed mattress ready for replacement, pillows are OK and bed linen's also acceptable. Shower need telephone style head, toilet need more pressure, always need two flush... Flow in shower also too low. Restaurant has good breakfast but lunch and dinner menu quite limited. A must to have a car to go out for dinner, many restaurants nearby.
February 17, 2014
Rated 3 out of 5 by MMM247 Not the Sheraton Hotel experience I am used to
I was disappointed with this stay. There were dirty socks left in the room behind the curtains and a dirty wash cloth under the chair. Hotel staff were not the usual friendly type - this was especially odd since this stay was in the south. When I called regarding the free continental breakfast, I was told I was not at the right level to receive the benefit but no explanation on how I could get to that level. This is not a typical Starwood experienced.
August 23, 2013
Rated 5 out of 5 by Happyrscott Excellent Hotel!!!
We stayed here as a rest stop on the way to Florida and really enjoyed our stay! The overall hotel was very clean and polished, especially the guest rooms. The best part of our stay was the employee interaction! Check in was friendly, we were greeted in a very friendly manner by a housekeeper as we were making our way to the room upon arrival. The best part was the omelet chef at breakfast on the morning of 12/22/2012!! The breakfast was excellent!!!
January 7, 2013