Rated 5 out of 5 by REDBARON BORIS--A DIAMOND IN THE ROUGH!
YOUR HOTEL WAS EXCEPTIONAL IN THAT YOU HAVE A PERSON WHO WENT FAR & BEYOND HIS DUTIES TO MAKE EVERYTHING RIGHT. i FOR EXAMPLE, I WAS LEAVING ON AN EARLY PLANE ON SUNDAY MORNING & YOUR BUFFET DID NOT OPEN TILL 6:30, BUT BORIS WENT BACK TO THE KITCHEN & HAD THE COOK SCRAMBLE 2 EGGS SO THAT I COULD HAVE SOMETHING ...FANTASTIC CUSTOMER SERVICE!! IT'S WHAT KEEPS ME COMING BACK!
March 12, 2013
Rated 1 out of 5 by JT04 First (and last) impressions...
I just checked in (its after 5pm) and was shocked to find TEN leftovers food/drink trays AND a small refrigerator lining the hallway on the walk to my room on what is supposed to be the club (6th) floor. Some of the trays had butter and bread rolls which makes me think they have been here since breakfast. (It's past 5pm now as I mentioned earlier). I wish we could attach pictures to reviews so you could see what it looked like!
Also, I was notified that the club lounge does not serve any alcoholic beverages. Instead, I was given a coupon which entitled me to $2 'select' beers and $3 'select' wines.
Definitely scratching this one off the list!
April 4, 2013
Rated 3 out of 5 by Jan06 Pool was never open
We made sure to stay at a hotel with an indoor pool however we come to find out that the first 4 days of our stay the pool was not open and then when it finally was open the hours were terrible. It was only open from 5:00pm until 9:00 pm. Forget it when we carved out time in the day to swim! We were told that we could use the pool in a different hotel but who wants to go out in the cold (and even snow on one day) to travel back to your hotel after you are wet from swimming! We also found that the website for the club lounge offered more than what we got once we checcked in. We were told it was due to budget cuts and they just haven't updated the website.
April 5, 2013
Rated 2 out of 5 by MatthewC Failed to Meet Expectations
Overall this was a very disappointing experience. I was in the area on business and chose Sheraton due to past positive experiences with the hotel, however this facility was remarkably subpar. I stayed two nights and my room was not even cleaned between nights. When I called the front desk, I was asked to wait in the Club Lounge while this was being done, and after waiting an hour and a half, the room was still not cleaned. The Club Level did not have all days snacks as advertised and the nightly appetizers were mediocre at best. I was also unable to have breakfast either day as by the time I went to the Lounge, the buffet style set up was picked over and not refreshed or refilled at all. The room itself was nice enough but this experience quite simply was not what I paid for nor did it meet my expectations. I am very unlikely to stay at this hotel again in the future.
October 9, 2012
Rated 1 out of 5 by UnhappyTrooper Unsatisfactory Experience, Uncommon with Sheraton
First, it seemed like the hotel was cutting cost at every corner, and in every way. No garbage receptacles near the elevators, so people left trash on counters. No extra toilet paper in the rooms.
The hotel had tour groups (kids mainly) on the Club floors, which were uncontrolled night and day. Complaints to hotel staff were not properly addressed. Next door room received 10,000 Starwood points, but we got nothing but a weak apology. Then we found out that the kids, who overran the Club Lounge were not supposed to be there, while they raided all of the food, and the staff did not stop them.
I was staying at the hotel to attend a business meeting, and had to contend with a number of issues all week long.
I must say, this is highly uncommon for a Sheraton. I was very disappointed, especially the fact that frequent business travelers, and loyal Starwood members are being subjected to reduced environment so that the hotel can put non-Starwood folks on the Club floors, and fail to control them in the Club Lounge. To be clear, this happened several days during the week, with more than one group.
May 18, 2013
Rated 3 out of 5 by nLonghini Just ok
As a Platinum member I found service lacking. At check-in I was put in room 614 directly across from the Club Lounge (an open space off the elevator) and at 6am you can hear noise of set up as well as all the talking/commotion and I have it in my profile that I prefer to be far from the elevators. I was there for 2 nights, hung my green program tag and never got a card and although I asked twice and have never gotten the points for participation. The person running the club lounge (evening) left the room for long periods of time and if you needed something or wanted a drink you were left waiting for 30 minutes. The hotel is clean, fitness center is good but the service was seriously lacking.
December 4, 2012
Rated 5 out of 5 by octal A great airport hotel
I'm at the Sheraton IAD due to a big snowstorm which delayed my flight.
For me, one of the most important things is the network. Previous guests complained about slow Internet; I get 32M down, 4M up using the wired drop in the room with my own access point, and decent performance on the hotel's wifi. So I guess they fixed this, and went a bit overboard -- probably the best Internet at a US hotel that I've seen in a long time.
They treat platinums very well -- the club floor has a nice club lounge with snacks and a TV.
The room itself is quite comfortable. It's nothing exciting or unexpected, but very comfortable, stylish, with a great work area, large window, and nice bathroom.
It's a Category 2 (as of January 2014), so it's a stellar point redemption value, too.
I literally can't find a fault with my stay. I'll definitely stay here in the future whenever I'm in the area, especially when I first arrive or depart at Dulles, or if there are flight delays. This is one of the best domestic Sheratons I've ever experienced.
January 21, 2014
Rated 2 out of 5 by WeeklyVisitor Service and management needs improvement
The hotel looked and felt like your typical Sheraton, but the service left room for improvement. Despite my SPG Platinum status, I was stuck in an ADA accessible room. In the morning, my key didn't work to get me back into my room. It took three visits back to the front desk before they fixed the problem. On top of that, for two out of those three trips back to the desk, there was no attendant at the desk and I had to wait a couple of minutes for basic service. This was very disappointing compared to the usual SPG quality.
October 31, 2013
Rated 2 out of 5 by SandyMc45 Seriously Lacking Personal Service
It's a nice hotel. A little difficult to find, but nice. However, I'm still trying to get an answer as to why there is still an additional $57.50 hold on my debit card. I've called. I've emailed. I've even contacted my bank. I was told the hold would either stay for 15 days OR the Sheraton can fax a release verifying I owe no additional monies. Except I CANNOT get anyone from Sheraton to give me the time of day, let alone assist me with removing this hold. Its too bad because it is a nice hotel, but given the lack of personal service, I'd rather stay somewhere else.
August 29, 2012
Rated 5 out of 5 by Ernest20 Quiet, Peaceful Stay
Spent relaxing 3 nights here recently. A nod to the staff members who helped facilitate: Erin responded to a voice mail message promptly, arranged in good style for delivery of a birthday accomodation request; 'Z' couldn't have been more positive and helpful on my arrival, went the extra mile in delivering room request particulars; Rami also contributed plus-service; Jamal was helpful in initial phone contact; attendants freshened room well. It all makes a difference in favorable guest impression of site.
In a time when outstanding service is a 'cross your fingers' aspect of travel, those employees who pull through with cordial attentiveness and excellence deserve mention. Thanks to each. HAPPY 2014!
December 26, 2013
Rated 3 out of 5 by CBBrew Needs Improvement
Per star rating criteria, "needs improvement" pretty much sums it up. The front desk staff could not have been less personable and less willing to help. Room service tray sat in the hall way for 2 days - - and yes, it was the same tray because I placed something on the tray after the 1st day just so I could verify it wasn't a new tray sitting there. My room had a light burned out in bathroom (upon my arrival - not sure how that could have been missed); there was not a pen in my entire room; the internet connection was spotty, the TV remote NEVER worked (yes, it was reported, no, it was not fixed); a sprinkler was mis-aimed so I couldn't get into the drivers side of my car one morning without getting wet. My shower didn't drain (and of all the reported problems, this one was actually fixed the next day). Just overall "needs improvement".
July 1, 2013
Rated 1 out of 5 by KTexas Frat House
True to the Sheraton name, this hotel is one of the worse....just when I didn't think Sheraton could get worse! The front desk staff were rude, had an attitude, and did not mind putting calls on hold WITHOUT greeting the caller.
The Club Level was a frat party with 20-somethings celebrating every night. Complaining to the staff feel on deaf ears.
I would not recommend this hotel.
October 7, 2012
Rated 5 out of 5 by RMF13 Great customer service.
I arrived late at night, in a wheelchair due to surgery, and the staff (Boris and Nasser) came back to pick me up, carried my things, took me right to my room. They'd put me near an elevator so I wouldn't have to use crutches much. They knew my name, they cared about my comfort, and made the whole trip as easy as possible. Also, Henry, our usual waiter was again superb!
February 14, 2013
Rated 5 out of 5 by Suze Amazingly helpful staff
This will be my hotel of choice when leaving from Dulles Airport in future. The location was great, especially as there was a free shuttle and free parking whilst away. The front desk staff couldn't have been more helpful. The room was large, and comfortable. As long as the prices stay good, I will continue to stay here and recommend to friends.
April 22, 2013
Rated 5 out of 5 by staceyg69 above and beyond
this is a copy of a letter I just mailed to the hotel
I was a guest at your hotel on December 29, 2013. I was in DC for the weekend to meet some friends and was catching a flight out on Monday morning. Once my friends and I parted ways, I started making my way to your hotel via the Metro. I called and spoke to David who was working the front desk and asked which stop I needed to get off at and what would be the best way to get to the hotel from there. He said the best way would be to take a cab from the station. Well, long story short, the cab never showed up and I ended up taking a bus to where I was told by the bus driver was close to the hotel and then the hotel shuttle could come get me. Needless to say, there was a slight language barrier between myself and the bus driver who pretty much dropped me off in the middle of nowhere. By now, my cell phone is dying, it’s cold, getting dark and I have no clue where I am. So, again, I call and get David. I try to explain to him where I am, what is around me and thank goodness he knows where I am. This wonderful employee of yours comes and gets me in his own personal vehicle and takes me back to the hotel. He could have just sent a cab but he went way above and beyond to make sure I got there safely.
I just wanted to say thank you, and David again for such excellent customer service, he truly was my knight in shining armor that night and I will always choose Starwood hotels as my first choice whenever I travel.
January 8, 2014
Rated 1 out of 5 by Telcoman36 Room was dirty and unacceptable.
My wife and I stayed the night before we left from Dulles for our honeymoon. The room was not clean. The bathroom as well was not cleaned. I will spare you the details. The only plus side was the free parking. We also ran into a problem with the shuttle to the airport the next morning.
December 23, 2012
Rated 2 out of 5 by EnvoyBoy Platinum Downgraded
Had booked (not been upgraded to) a king bed on the club level. When I checked in, the front desk agent explained they were sold out that they only had left a room with two double beds not on the club floor. When I asked her how this was possible and if she could explain to me how guests were chosen for this downgrade, she went into a speech about how the club floor is a complimentary upgrade for plats and I should not expect it. I then pointed out to her that I had booked (and planned to pay for) a club room. When she said she could not help me, I then asked what rate she was going to be charging me. She quoted the rate on my reservation. At this point I asked for a manager as I was not about to pay for a club level room and not get one. The manager came out and apologized, adjusted the rate, and offered 2000 spg points as compensation. I spent the night on a low level floor with two beds. Other issues included very slow internet (a complaint shared among many at the bar) and the only printer at the Link out of service.
October 23, 2011
Rated 5 out of 5 by GoNavy Superb Hotel that met our short-term needs and comfort!!
Check in was flawless ... upgraded without asking. Room was exceptionally clean and very comfortable for wife and I - only stayed one night but enjoyed it...thanks for re-energizing these ol' bones of ours!!
March 4, 2013
Rated 2 out of 5 by traveller1281 Need to improve.
Unfortunately I have to write this review, I have stayed at quite a few Sheratons in the past, and this one has to be by far the worst. It started with the airport pick up all the way through check out the next morning. I called and spoke with the front desk requesting that I use there hotel shuttle service, I was informed its a 15 to 20 min wait, a hour later no shuttle. What they forget to tell you is the shuttle bus they use is 1 of 2, the other one belonging to a entirely different hotel. The cab ride cost me 12 bucks. They did pay for the cab fare.
The towels in the room looked like they haven't ben changed since the 90's and had a rancid smell.
Every other Sheraton give the elite members free internet, this one does not. I paid the 9.95 for the wifi.
Upon Check out, I asked the front desk clerk if I can pay for the internet charges with my personal credit card and she said yes, except for this person charged everything to my personal card leaving my business account untouched.
There are many other hotels in the area and I assure you that they will be my first choice from now on.
February 24, 2012
Rated 3 out of 5 by TravellerDC Club Lounge Closed
To be told the club lounge is closed because it is a holiday weekend is unacceptable. The hotel is open, the lounge, for which we paid, should be open.
September 4, 2012
Rated 5 out of 5 by Bill1911 Outstanding Room Layout
Professional staff, great amenities, and exceptionally clean rooms.
April 18, 2013
Rated 2 out of 5 by ryan212 Very Average Sheraton- many shortcuts taken to cheapen the brand
We booked this on our stay over before going to Italy. Our requirements were simple. Close to Dulles, A Pool with a hot tub- Fair enough right? WRONG. this place gets it all wrong. upon check in. I booked a room with the club lounge floor. didn't get offered a welcome amenity. we weren't booked on the club level. eventually that was taken care of after I insisted I booked a club level. Still no amenity. The food in the club lounge was cheesesticks and fruit from the mornings breakfast- It was honestly pretty gross. But the main reason I am writing this post is the fact that the pool is CLOSED- thats right NOT OPEN AT ALL- Sunday-Tuesday!!! - I mean what is that? - Again the only reason we stayed here was because of the pool. I asked the front desk and they told us to walk to the other hotel up the street. I paid for this hotel not the one down the road. -Of course like lemmings we went to the other hotel and of course the other one has no hot tub- If you going to pick and choose pick the best and keep it open everyday--- PLUS the Internet- is TERRIBLY slow... my cellphone internet is faster. pillow was stained, room is dusty.. Meh... Simply put There are ALOT of shortcuts taken here- cheap ways out. Not impressed and considering what I spent- I wont be staying here again.
December 3, 2012
Rated 5 out of 5 by USAirSby Staff is Excellent
My wife and I stayed on the front end and back end of a ten day trip to Hawaii. The staff was very friendly and assisted us with various requests. We used the park and fly feature at the hotel - essentially we stayed there the first night for the cost of parking. The staff thanked my wife and I for both being gold members and we were provided coupons for the breakfast buffet for our Saturday night stay. The second weekend night stay we used the club food as an evening snack before we retired. The food was fine and the attendant was attentive. We will definitely stay there again the next time we fly out of Dulles or visit the area.
March 10, 2013
Rated 2 out of 5 by 2002plat not good
This was my first stay at this hotel. It will probably be my last.
I had to call twice and wait for the airport shuttle, when it arrived it was not in Sheraton livery. When I arrived at the hotel the staff was very apologetic while harried by problem with guest rooms. The restaurant closes at 10pm and there is no room service after 10pm. In the morning the restaurant staff was more interested in arguing with each other than cleaning tables or setting out silverware (I was one of three people who had to ask for silverware). At 930am the hotel hallway were still littered with room service dishes from the night before. Defiantly not Sheraton quality of service.
May 21, 2013
Rated 3 out of 5 by VeteranTraveler Needs adult supervision
When I arrived at 4 PM the front desk computers were down, so I had to wait for a reboot. When I got to the club floor, I called the front desk to inform them that about a dozen rooms still had plates in the hallway from the prior night's room service. When I left for dinner, they were still there, so I mentioned it to the manager on duty. He apologized and sent someone to collect the prior day's room service refuse. The manager did offer additional SPG points for the trouble. Another small detail missed was that the clock in the room was about 4 hours off.
This really is a nice facility, with a very pleasant staff,but needs management that attends to details.
December 18, 2012
Rated 3 out of 5 by GoHokies Just Average Hotel
This Sheraton is just average for everything, the hotel itself, lobby, room, restaurant, fitness room, club lounge. Nothing great and nothing bad.
I'm a platinum member but the front desk staff didn't recognize my status and didn't give me an upgrade to club level or access to lounge until I asked.
March 1, 2012
Rated 4 out of 5 by rcollins Hotel Staff Needs Customer Service Training
The hotel accommodations were very nice, but the staff needs customer service training. I checked in around 10 pm after fighting traffic to get there. I did not hear "Good Evening, Thank You, or You're Welcome". Basics in customer service. I did not receive a smile but I was easily and quickly dismissed when my transaction was finished. Most hotels, after issuing the room key, will give you basic information ie. location of elevators, location of breakfast, Internet services .... I had to ask and then received a very short and perturbed response. The hotel is nice, but I will stay at another Sheraton in the area.
June 30, 2013
Rated 3 out of 5 by Traveler1357 Recent changes - staff not aware?
I'm a regular guest at this hotel and overall like staying here but noticed changes that I wasn't expecting: new TV/remote in room (good!), fewer channels and possibly different cable provider and no new channel guide in room (not good), and no Green Program door hangers anywhere (bad! Has hotel stopped participation in this program?). Reported these to the front desk on two consecutive evenings - they weren't aware of any of these changes but said they'd investigate. I unfortunately received no follow-up (bad!).
November 22, 2013
Rated 3 out of 5 by Debbie66 Rip off!
Booked this hotel for it's airport shuttle only to find out that it starts at 5 am and my plane was at 6 am. Asked front desk to book a taxi for 4:15 am. Got a call from the front desk at 4 am saying taxi was waiting. When I got down to the lobby a limo driver said that I already have $16 on the meter plus $20 for rate. I asked the man at the desk why did they order a limo, at the wrong time, and what was the taxi rate to the airport? Found out it was $14 only after he called a company! Refused to pay the difference, but to make up for it we waited for another customer who was charged an additional $20! I wonder what kind of kick back the hotel is getting to order the limo service?
April 23, 2013
Rated 4 out of 5 by Tommy No opened pool
A pool was opened from 2 pm on Saturday. We couldn't use the pool in the morning, Saturday although I chose this hotel because this hotel has a heated indoor pool for my children. Most hotels I used open their pools in the morning. I understand this may be due to saving budget but my children was so sad about this. Please update this on your website.
April 11, 2013