Rated 4 out of 5 by audrey53 Double Billing
While the hotel and staff I interacted with were very accommodating, I am upset that my credit card was charged when the room was already charged to a third party (my host for the weekend) and clearly stated that on my folio on check out. I stayed on a Saturday (1/25) and it is now 1/28 and the amount is still being held by my bank - so I have more than $200 in funds I cannot use. I was told Tuesday that this would be corrected and it still is not. This is not what I would expect from a "first class" hotel.
January 28, 2015
Rated 1 out of 5 by TerribleExperience Worst Business Experience Ever
After traveling several hours, and paying a ridiculous $70 taxi ride from the airport, I arrived at this hotel at 11 pm. This was the night before I was to be the keynote speaker of a two-day event at the Sheraton Indianapolis.
The hotel front desk clerk rudely announced that they do not have a room for me because the hotel was booked and that I was not expected until the next day. I spent several minutes explaining that it was impossible that I would not have a reservation, because the meeting space at the hotel was rented explicitly for my speaking engagement. Afterwards, I asked to speak with a manager.
While waiting, another hotel guest happened to request a check out at that late hour. Surprisingly, the front desk clerk turns to me and says "you're in luck". I was irate that the same person who was going to throw me out on the street, moments before, thought that it was appropriate to be so flip in her communication. I quickly stated, "no, you're in luck!"
Clearly, had she used a small amount of common sense, she would have concluded that the hotel, must have made a mistake in the room reservation, since they had booked my meeting room.
Within a few minutes, the front desk manager arrived and I was given keys to a room. After, unpacking and pulling back the sheets, to get some much needed rest, I discovered two very long blonds strands of hair (I have black hair)... yuck!
The next day, I was contacted by a more senior hotel manager who acknowledged that the hotel had indeed made the error with my room reservation, and that they entered it into the system incorrectly. I shared that errors are human nature, however, rudeness, unprofessional behavior, and a lack of common sense or compassion are inexcusable. I also shared that the person at the front desk clearly requires some additional training.
Imagine, how upsetting it was to see her at the front desk the next day, when I had to request some corrections to the meeting room. She did not even acknowledge any issues from or inconvenience from the night before or apologize. I guess I should not be surprised.
Overall, the meeting room during the two-day speaking event, was extremely poorly setup. For example two of the participant tables were setup with the participant's backs to the projector screen. The were several other issues, such a broken flip charts and lack of beverage service supplies.
As a regular business traveler and event planner, the experience I had at this hotel, was the worst experience I have ever had. I would never recommend this hotel to anyone seeking a professional meeting space in Indianapolis.
January 25, 2015
Rated 3 out of 5 by Lulucas Convenience
Being a female business traveler, the convenience of registering at the front desk and unloading luggage is an attraction to certain hotels. Tonight I checked in and the valet said it would cost me $10 to leave my car parked in the front only to take my bags to my room. He proceeded to tell me free parking was provided in the garage. Check in desk offered no assistance. Off I go to the parking garage and pull my suitcase and computer bag across the skybridge to the 6th floor. Then back out of my room for a meeting. Now why does it cost $10 to simply unload your vehicle and then move the car. It looks to me your valet is trying to make $10 where he can. A hotel of this size has no where to unload. Or use the bellman and give him $10 to carry your bags. Very sad at the lack of customer service.
November 9, 2011
Rated 5 out of 5 by DJIndiana Wonderful staff and top hotel gym!
The staff at this hotel were 100% engaged, pleasant and helpful. The housekeeping staff enthusiastically helped (while talking with 2 of them, they both told us they have worked for Sheraton for 30 years. Wow that says something!)
After I used the awesome gym, I was on the elevator and a maintenance man got on, asked if I was coming from the gym, when I responded positively he told me how proud they are of their gym. That's what I saw, staff who are proud. It makes a difference.
The pool was closed for maintenance, I was disappointed I couldnt swim but understand that happens sometime. If I had gone there with children though, I would have been quite upset.
January 5, 2014
Rated 5 out of 5 by artzy Mrs. Kathy Otto
The staff at this location was exceptional!! Winn, at the front desk checked us in, was very professional and efficient. In the Club Room, Tamara was so wonderful every night we were there! She was engaging, courteous to the rudest people, and just all around a pleasure to be around. You are lucky to have these two people on your staff. Thanks!
October 14, 2013
Rated 5 out of 5 by DMS3717 Nice Upgrade
I've stayed at this hotel many times. A great SPG option when you don't need to stay downtown. Great location to shopping and restaurants. Being a platinum member it was nice to get an upgrade to a suite. This does not happen all the time at this hotel. It was nice to have a suite, very relaxing and great layout.
May 30, 2014
Rated 5 out of 5 by RDPlatinum Best SPG Lounge and Staff
I stay in Starwood hotels about a dozen nights a month or more. The Sheraton at Keystone Crossing is one of the best. When you go to the SPG lounge, Tamara will make you forget anything bad that happened that day. She is always cheerful and friendly. The rest of the staff is also very good and very customer focused. The gym is nice and the hotel is connected to a mall with an excellent food court. Convenient to dining, activities, and the interstate system. Attached free parking garage is also a positive. Stay here and you won't be disappointed!
March 3, 2014
Rated 4 out of 5 by rkpsycho Poor and Slow Staff
Nearly every time that we requested service from Staff we had to ask multiple times.
At check-in we requested a fridge and they said they'd send it right up. After 30 minutes we had to call back again.
For request for towels and bath mats(which there were none at check-in) we called twice and still none were delivered. I found someone down the hallway cleaning another room and had to try to get them from her.
Upon returning from dinner we couldn't find the evening vallet ... front desk paged them 3 times and they still were not found. After 20+ minutes a security guard parked our car.
Besides the lack of hot water in the morning!
June 23, 2014