Rated 1 out of 5 by Alex11ru Good hotel, but man at the reception desk is terrible!
It was my favourite hotel in Moscow and I stayed there for more then 25 nights this year, I like the location of the hotel and the rooms are clean, but the service is terrible (to be honest, there is just one man at the reception desk which is always unprofessional, others especially women are very good). Last time I had to leave home 2 days earlier because of tragic accident of my closest relative. When I was checking out, man at the reception desk told me I have to pay full rate, which is ok, because I did not even expect anything else, but the way he told me that was terrible. I told him that I took something from mini bar and wanted to pay for that (it was nothing expensive, about 10$) and when I gave him money he told me they do not have change, so I said it is ok, he did not even say thank you,.. Then I waited if there is anything else (If I should sign any document), but he did not say anything until I asked him, if I am free to go, only then he said it is ok. I had to say him good by, because it seems to me that I did not deserve that form him,.. Because this was not the only bad experience with that man (tall, bald man) at the reception desk I decided I will not stay at Sheraton in Moscow any more and will not stay loyal to SPG brand and will switch to other hotels nearby,.. I sincerely hope the management in Sheraton will change some day this man at the reception desk and give him a work where he will not be in touch with clients, so they will not loose any other clients.
November 21, 2013
Rated 1 out of 5 by hockeyplayer Not a place to get your rest in
I just flew in form the US for 2 days of meetings in Moscow, paid premium for my room, and ended up in a room on the 3rd floor. After getting back to the hotel at 10PM after meetings, exhausted, and needing to get some rest before next day's full schedule, loud party music a floor below kept me awake until midnight. As it was finally over and I managed to fall asleep, I was awoken by an even louder banging noise of maintenance moving furniture, between 2 and 3AM. Needless to say, there was no rest that night, my morning was ruined, and the meetings that I came 10K miles away from were totally compromised. After being miserable all day, the exec. lounge staff suggested that the next night was going to be a repeat of the previous night's party scene, and offered to move me to another room at the opposite wing. We did that, only to find the other room stench of smoke, which no amount of ionizers could get rid of. Choosing my poison, I remained in the smelly, but quiet, room. All in all, a miserable experience for a Platinum repeated guest at the hotel, and no effort on the hotel management side to correct the situation...
February 16, 2013
Rated 1 out of 5 by Noro Totally disappointing Service, Not Meeting Starwood Standards
Although I booked a non-smoking room and got confirmation at check-in, I was put into a smelly smoking room on an even more smelly floor. When informing the check-in crew, they told me that there was no other room available for my stay of 3 nights. Strangely enough, my male colleague (not in Starwood preferred guest program) got a free upgrade into an executive room while I (Starwood preferred guest) was refused a non-smoking room. Another male colleague arriving a day later got a non-smoking room without any problem as well...
In a summary, very Pool and disappointing service, old and smelly rooms, no Starwood guest orientation - definitely my last stay at this place. I reported back to our corporate travel service - apparently there have been more complaints and luckily my company has decided to de-list this hotel and to book in alternative places in the future.
November 18, 2012
Rated 5 out of 5 by QQ28 Very good service
From the Front desk, to the Concierge and the front door, excellent service, especially the lady in Concierge, sorry I forgot her name, she speaks very good English, very patience and very detaily taught us how to get to the Circus near University. Without her help, we will definitely got lost in the Subway......Thank you very much.
April 2, 2013
Rated 4 out of 5 by EBPhl Great hotel; you get cheated on taxis
I liked everything about the hotel except when I asked for the taxis. The valet once went to talk to some random guy in a private car, who charged me a ridiculous amount to get to a place not too far away. And when I checked out, I asked the front desk to get me a cab to the airport. The girl said it would cost 3750 rubles (over $100). When I said that was ridiculous, and expected to pay no more than 1500 rubles, she called a different company, which ended up charging a quarter of the original price (860 rubles). That was extremely unpleasant, and I hope the management talks to their staff about offering their guests the best deal right away, and not after asking for it.
August 19, 2013
Rated 5 out of 5 by bsimms71 Welcome Desk Staff was great
The front desk staff when I check in went above and beyond. They were outstanding and made me feel special. Thank you !! The hotel and my room were in excellent condition.
February 26, 2013
Rated 1 out of 5 by NadiaNG Never again!
I stayed in this hotel many times before. There are non-stop drilling and repair noises for the last 6 years. There is no warning about it till you arrive.
Most horrible about this hotel is that nearly every stay after you check all your bills during check-out ,there will be another one they will stick you with on your credit card a few days after you leave. Now I have to waste my time and inquire and argue about it. It feels like it is dangerous to give this particular hotel your credit card!
Also, when I was checking out at 1 pm they were trying to charge me additional money by the hour, outrageous!!!
August 15, 2013
Rated 4 out of 5 by Leslie2012 Moscow Palace, 2012 October
I have been staying at this Moscow Sheraton Palace hotel for ~14 to 15 years, and started staying before it became a Sheraton ~1997 (after being converted from a Marco Polo property). I watched many changes in the property to its present state, October 2012. The hotel has always had excellent staff that is always helpful to guests, including several staff from the original property change to Sheraton, ranging from a concessioner, front desk/office managers and a bellman. The evolution to its present state has always allowed for input from guests to the staff that is passed on to management. I myself have never held back observations or an irritation and provided comments. They do seem to assess guest inputs and I have seen changes adopted for the better over the years from some of my comments. Today all ‘good’ hotels in Moscow are expensive, October 2012, but this has some extra features beyond normal expectations today not so common in this hotel class which I comment on for new comers, or old timers at other Moscow hotels, trying to decide where to stay.
Of particular note, now the internet is free to all which most hotels in this class still like to charge guests as way for increasing their revenue. I am a lifetime platinum so I have this internet benefit but it is important that all guests now have it as a benefit and is a nice gesture that more hotel properties should consider. The hotel seem to have a very good internet provider today where a couple of years ago, I regularly commented that I would’ fire’ the current provider which they seem to have done.
The restaurant breakfast buffet has always been very good and remains this way today, October 2012. Breakfast is expensive if not in your rate but it has a very wide array of cold and hot selections of high quality and eggs cooked to order as you wish. There are daily onsite baked pastries and breads/rolls, fresh juices, fresh fruit smoothies and salads, and the Asian dishes place. You have to see it to experience it and can even partake with complementary champagne or vodka if you desire.
I being of Platinum status have access to their club lounge which I have to rate as best I visit in world. It may be worth it to others to pay for the club floor room rate if one is spending any time in hotel in mornings or evenings. Lounge has evolved over the years, with some up and downs, but has always been very good and exceeds ones expectations. Today, the food selections are outstanding in quality and quantity as they can and do draw from the excellent restaurant supply downstairs for both breakfast and evening dishes. Breakfast offers a very wide selection of hot and cold items being a subset of the downstairs buffet. The evening selections (2 hours) are remarkable as they offer generally 4 to 6 hot items, 4 to 6 cold items and several sweet deserts of high quality from their downstairs expensive restaurant ( such as fish,beef,pork,chicken, Chinese) and continuously refill them so one can relax. Beer and wine, plus coffee and teas are available all day and evening with some snacks and sweets from club staff. The evening has an ‘open bar’ for 2 hours each evening. This complementary alcohol or wine is now becoming a very rare offering from my travels with Sheraton clubs either stopping them or charging for them as another ‘petty’ revenue generator. Do try this lounge or at least inspect yourself if there.
The hotel is very nice as implemented by staff, and if one needs to stay in expensive Moscow do try this hotel and form your own opinions as I have for past 14 to 15 years. It is also close, 5 to 10 minute walk, to metro and airport transfer trains and many restaurants and supermarkets even nearer. Look it up on the Starwood web site for specific data and photos.
October 22, 2012