Rated 1 out of 5 by Grant66 Don't trust reservations
Business trip flight gets cancelled and I ask for three rooms. Reservations tells me they have them, I give them credit card number and take staff to hotel. When I get there they tell me they only have two rooms now. They did not accommodate my needs and lied to me to get me to the hotel. I had told them I would not come if I could not have 3 rooms. VERY unhappy. My guests were treated poorly, I was treated poorly and will not be revisiting this hotel ever.
June 7, 2015
Rated 5 out of 5 by swnookie employee
Would like to acknowledge Yeshi at front desk for her wonderful smile and service she provided us. She was very accommodating.
May 15, 2015
Rated 1 out of 5 by Pear777 Unsatisfactory
Dear Sheraton: I don't usually take the time to send comments to any business but I was so disappointed in our recent stay at the Sheraton Herndon that I just had to make our dissatisfaction known. We are small business owners and would never think to shirk customer service in the manner Sheraton recently did.
We were able to finally take a long overdue trip to the East Coast to see family members from Pennsylvania to Maryland. Three of us were traveling and we stayed in several hotels during our journey. They were good as hotels/motels go. So on the last leg of our journey we decided to make sure we had a very nice hotel so we could be near our relatives in Chevy Chase and Potomac; and also near Dulles for our flight back to California. We chose… The Sheraton. After researching online the numerous hotels near Dulles we chose Sheraton pretty much based on the reputation of the Sheraton name.
Our ten-day trip started out on April 9th with an uneventful flight from Sacramento to Pittsburgh, a drive to Johnstown, continued to Ocean City, and finally the DC area. By the time we arrived at the Sheraton on April 15th we had done a lot of visiting and driving and our trip had been wonderful. When we finally arrived at the Sheraton we were exhausted and looking forward to a nice, luxurious room to relax before visiting yet more relatives in the area. Here's how we were greeted upon our arrival.
My husband checked in and the rest of us waited in the lobby with our luggage while he parked the car. The man at the front desk noticed us waiting with the luggage and said, “Oh there are three of you?” I told him yes there were three of us as stated in the reservations (see attached pic of reservation print out). Also note in the attached pic that it clearly indicates reservations for three with a 'sleeper’ included. He CURTLY said something about not having reservations for three and only having a room with one king bed. I reiterated that we made reservations for three with a king bed and a 'sleeper’ and we would show him the paperwork that we had printed out. I sent my daughter out to the car to get that paperwork. He again claimed that he did not have reservations for three. I told him 'why would we make reservations for one king bed when there were three of us traveling’. He continued to appear annoyed and was rather unpleasant when he said, “I don't need to see your paperwork”. He finally corrected the situation with a 2-bed room #513 (I think that was the number). The beds were too small for two.
The next thing was the bathroom. SURELY there is a plumber/contractor in the VA/DC area who knows how to CORRECTLY install a shower head!! The shower head was incorrectly installed and hanging away from the tile. There wasn't any information in the room regarding the hotel or visiting in the vicinity. And the hotel information channel on the television was not working!!
I cannot express how disappointed I was in your hotel and your front desk haughty customer service!! In fact, comparing the Sheraton with the small hotels we stayed in, your hotel came in dead last! This is great marketing for every other hotel in your area because that's where I would look when booking our next trip to visit relatives!
I think an apologetic upgrade would have been nice.
Diane C. Bartlett
April 26, 2015
Rated 3 out of 5 by Twinn2013 Need improvement!
1. I think Sheraton Herndon Dulles need to have back public enterance (not restaurant back entrance that they have now, you don't want carry your big luggages and belongings pass through all the people eating in the restaurant!) since most of the parking spaces are on the back of the hotel. Even your next door neighbour hotel have one. So we don't need to carry / drag our luggage and belonging from the back parking space to all the way to the front main entrance. Especially on the winter / snow weather, it will help a lot to have back entrance to reach the Lobby directly.
2. Stay here numerous times, never get upgraded room for PLATINUM members like myself. I try to asked and always said not available. This is a well known issue from Sheraton Herndon Dulles as you can read on hotel reviews on SPG.com. A Lot of platinum members complaning about this issue! Poor Recognition for ELITE members.
3. Stayed on 3rd Floor recently, the carpet in Hallway so dirty and smelly!
April 25, 2015
Rated 1 out of 5 by 12345sxy room service
We stayed on 4/3 1nd 4/4 and room service was not good on 4/4. When we came back to the room and it was no bed making. We informed front desk and was told to give 10,000 point.
April 6, 2015
Rated 2 out of 5 by CanuckTraveler Good enough but staff unresponsive
Room was comfortable but the staff was unresponsive and rude. Forgot your toothbrush? You have to go to the front desk yourself.
March 27, 2015
Rated 3 out of 5 by energywhiz Hotel good only for a quick nights sleep
Upon check-in I was not welcomed back, not thanked for being a platinum member or asked what I would like for an amenity. I've stayed here many times and I've never been welcomed back even though certainly their computer or some sheet they get from corporate has my total stays at the property.
Upgraded to club level - no difference in room compared to rooms on lower level, just on same level as the club. Even when club is closed the property provides coffee and soft drinks/water in the club. Note the "club" is just a couple of tables and a tv in the 6th floor elevator lobby.
Room was clean as always.
Stays here are always acceptable but never memorable.
February 15, 2015
Rated 2 out of 5 by Raaghav55 Club lounge
Club Lounge is not open on Friday/Sat/Sun during the evening hours and no compensation is given to the guest for that lost facility/amenity.
Guests are not welcomed with their SPG recognition.
Poor quality of break fast served, no staff in the dining area on weekends.
February 2, 2015