Rated 4 out of 5 by Will2788 Great Staff but hotel needs to be updated and cleaned
The hotel staff was great, very attentive and responsive to all needs. Even the staff at the City Dock (the hotel restaurant) was great. Mimi and Sandra were very welcoming and I never had to ask for a refill.
My only complaint about this hotel is the cleanliness and that it is outdated. The pillow cases and sheets had stains that looked like makeup everywhere. The toilet seats had wear and tear stains and so did the bathtub.
Additionally, the bed was extremely outdated to the point where it felt like it was going to fall apart.
Once this hotel gets a facelift for the rooms, I'm sure it will be amazing because the staff is great.
July 21, 2016
Rated 4 out of 5 by Drpenn This hotel needs to upgrade its beds and have quality control in its kitchen
We had a very nice stay at this hotel - in particular the staff was friendly, helpful and attentive. The beds were not good - we moved and the second room also had a bad bed; we moved again and the third room had a mediocre bed. We ate breakfast at the hotel on two consecutive days - the first day we had a delicious omelet; the second day we got an omelet that took 20ish minutes and came out burnt and full of grease; the replacement omelet was far under-cooked and also full of grease and did not have the requested ingredients.
July 10, 2016
Rated 1 out of 5 by Chelleh Nice view that's about it
I was at ease knowing I'd be staying at a Sheraton, when I traveled out of state. The same hotel I always stayed at near home and always loved my visit! This place is far from a relaxing stress free stay. When checking in I recieved none of the promoted amenities for my pet as stated on the website.." Provided upon check in" clearly knew I had an animal when they made us sign the pet waiver. There was no microwave or refrigerator in the room so when my room service food was close to cold when delivered I could do nothing but make my way down 4 floors to heat it up. After asking I had to go behind the hotel desk which I guess is there break room after being interrogated about where I got the food or drink and what room I was in??? Nor could we keep anything cold if we did not eat or drink it all. It was also VERY DISCOMFORTING to find hotel staff walking out of my room when I returned back from walking my animal to go to the bathroom, stating my tv was too loud and someone had complained and when we couldn't be reached they had to turn it down themselves?! If you called my cell to verify my reservation then why not call it to find me first. Not to mention that same night there was drunk wedding party up and down the hallways but my tv was a problem? The bed flipped up when I sat on the edge to put shoes on ( I'm 130 lbs) the light bulb is burned out by the bed for 6 days. there's no ventilation In the bathroom. I gotten locked out of my room twice because the key wouldn't work. There is only one vending machine with snacks from what I could find everyone that works here either didn't know or thought they were on every floor. The ice machine on my floor never had ice when I went. The pop machine and snack machine wouldn't take bills. When I asked directions around the hotel the staff would direct me in the entire wrong direction. Some of the night staff weren't too friendly made me feel awkward. Parking was expensive almost 13$ a day and validation didn't take much off and on top of me spending A LOT OF MONEY to stay here for 6 days the wifi wasn't free after using it for 24 hr period, unless you went to specified area. The only thing I enjoyed was the balcony view and some of the staff. I was planning on staying longer, but I will be finding another hotel to check into tomorrow.
July 7, 2016
Rated 2 out of 5 by EddieJTNY Is this Sheraton?
I have booked a Deluxe Harbor View: King Bed, 552 sq ft, Separate Living Rm/w Sofa Bed with Harbor View Non-smoking.
During my check in the agent has advise that he is trying his best to fulfill my booking. He was clicking around, and told me that he is going to put me to a king corner room, and said it is an upgrade for spg member only. Once I have opened the door, it is not what i have booked. It was actually a downgrade. It was NOT a suite with water view. So I went back down to reception. Then he told me the room I have booked is not ready (it was 3:30pm) . He said the guest has just checked out at 3pm. (WHY he did not tell me originally?) Then he told me to wait 45 minutes.
So I was waiting at the lobby, and 45 minutes later, I approach to reception. This time is another lady helping me, she told me that the room is not going to be ready for another 40 minutes. She gave us 2 free drinks coupons at the bar and ask us to wait there. Another 40 minutes later and I went back to the front desk. She have me waiting there for good 15 minutes and told me to wait 20 more minutes. At the end, I have wasted over 2 hours in order to get the keys @ 530pm. If they have told me that at the beginning to come back in 2 hours, I would have make my own decision to go out and come back instead of waiting around at the lobby.
The management is very well aware of holiday weekend but they still offer late check out while they have booking for the same room.
The room is very comfortable, and it is exactly how it was describe on internet. I had a really good night of sleep.
I have filled out the card to place it on the door knob for breakfast (room service) at 1030pm the night before. When i woke up, and i have realized that the card was not picked up. So I went down to the reception and asked what do I need to do? The answer was " oh.. I don't know, ask the kitchen!" I am like.. excuse me? He repeats :"This is not me, ask the restaurant over there. " He is pointing me to the restaurant. That was very unprofessional. At the end, I just call the room service from my room.
The gym is very small, and 3 out of 4 elliptical equipment are out of order.
During check out the manager has recognized my room number ( 674) and has offered an apology about the problem during check in.
In conclusion, Hotel management need to pay attention to their customer care. During busy high season, especially holiday weekends, a certain protocol shall be followed. They should NOT offer 4pm late check out. Very importantly, They should be honest about the amount of time for guest to wait, so guest can have a choice to go or stay.
July 5, 2016
Rated 4 out of 5 by juniorproducer Good but wish it was better
I had reserved this room online weeks in advance for my wife, before we left for our honeymoon. The room was not prepared as notes were supposed to be on the account/reservation. And the final bill was more than the original reservation amount b/c of unlisted (unmentioned) additional taxes. Price always makes the difference. Great hotel but not confident of the value for cost...
June 30, 2016
Rated 1 out of 5 by Syarif Bad service
We booked 2 king rooms for 2 nights a month before we arrived there but they only had 1 king room available. We were traveling with babies and there is no way I would sleep separate bed with my wife. She did not even gave me access to club lounge since I have SPG business card. So we talked with the other person on the front desk about our issue and he gave us king room in the 10 floor ( which is the club floor ). One more thing, they did go through any detail about hotel facilities, floor number, and other service during the stay. I was really disappointed about the service they gave it to us.
June 8, 2016
Rated 1 out of 5 by Nekesha Most Horrible Experience with Starwood Hotels
This was the worst experience I ever had with Starwood Hotels. Extremely disappointed with the hotel and the service. The sheets were stained, there were no refrigerators in the rooms for guest, the up-charge of $10/night was added if you requested one. There were no in-room safe's available. The air wasn't working properly and there are no fans in the bathroom for the steam while you're showering. Extremely disappointed and will never stay there again.
April 27, 2016
Rated 3 out of 5 by MrDuran Not really as I expected to stay
I spent 2 nights in this hotel. I thought it was really really nice as I lived in other Sheraton hotels. However, it was not as I expected. Because there was too much noise and when I call to front desk, the service is not really good and friendly.
April 24, 2016