Rated 1 out of 5 by Srhasting1 terrible service
while a snowy night no excuse for poor service and lies. Called for shuttle and told it would be 15 minutes. Waited over 45 and ended up riding with the luggage rather than wait another hour. Asked the supervisor for the Manager to call me - no calls. Called back on Monday and asked for a call, no returned call.
The shuttle driver said i should complain as the front desk staff lie all the time and also are jerking staff around. I am Starwood Platinum and will NEVER stay here again and have already told colleagues and friends and posted on social media what a horrid property this is and mentions how they promise to call - and never do. Lies.
March 5, 2014
Rated 2 out of 5 by KTexas disappointed
As a SPG Platinum member I do expect to be treated differently as well as have the best available rooms/floors when I provide notice of my arrival. For this specific stay, SPR/Sheraton knew four weeks in advance. I arrived to be given a room on the second floor and a desk clerk with an attitude. The second floor carpet was ripped in several areas as well as dirty with debris. The temp in my room did not reflect the temp that I set the gauge on. The coffee pods and sweeter packages looked like they had been around from room to room. This SPG hotel did not live up to the brand.
March 7, 2014
Rated 3 out of 5 by Jeremysmom Decent airport hotel
The staff at the hotel were very nice. We arrived at about 12:45 and they put us right into a room, although it was not on the SPG floor. The front desk said none were available -- we were not, however, asked if we wanted to wait for one. We were given access to the Club Lounge. The room was clean, but had a stale smell. The beds and pillows were comfortable. The hotel shuttle took us over to the Air & Space and picked us up a few hours later. Each time, we had to wait only about 15 minutes for a ride. Because we had no car, we ate in the Sheraton restaurant. The food was terrible. My son had pepperonni pizza, which was made with cheddar cheese! We sent it back for tenders, which he said were good. I had chicken breast which was pretty mediocre. The server was very nice, but we had to hunt her down when we needed something. We rented a $16 on-demand movie, only to discover at check-out that there was an additional $4 tax!! Never again. In the morning, the Club Lounge was unserviced at 6:30 am (no food, no coffee,dirty dishes). but they offered us breakfast downstairs. Apparently someone had called in sick or late. Overall, it was a decent hotel stay when traveling on points. There are certainly hotels with MUCH better food, which is my primary complaint.
March 8, 2014
Rated 2 out of 5 by defjames Just an OK experience
Overall it was an OK experience at your hotel.
- the staff were friendly and helpful
- the hotel and room were clean
- the food was pretty good
- poor drink selection and over priced
- you offered $5 coupons for declining towel service, however they were only valid for food
- the driveway out front was not well taken care. The morning after I arrived, I slipped and fell pretty hard, which was painful and quite unpleasant. I mentioned this to the staff, who were empathetic, but did not ask me what could be done to address my concern or
- every morning your van would be left in the middle of the driveway causing a traffic jam in the parking lot
February 23, 2014
Rated 3 out of 5 by DE44139 Do not stay here if you are a female traveling alone
I used to stay at this property frequently, until my last experience. I checked in later one evening, and the key machine was broken. I was given the master key, and told to bring it down the next morning so that I could get a key, once the machine was fixed. The next morning, I brought the key downstairs, and presented it to the man at the front desk, and he had another man standing next to him. He did provide me a new key, and wrote down the room number (where the man next to him could see) and gave me my new key. proceeded to get some coffee and went about my business. Imagine my surprise when I went upstairs to my floor and found the man who was standing at the front desk, waiting for me in my hallway, staring at me and drinking his coffee. Then asked me if I was middle eastern (I'm not, but pretty sure he and his buddy at the front desk are)and I went directly to my room and locked myself in. As I was leaving the hotel for the day, I questioned the front desk man, and asked who the person was. He played stupid for a while, and then made up some story about how he sent him up to make sure I was in my room. That was an obvious lie, he never asked me if my key worked. I felt completely unsafe from that point on, and will never stay there again. If you are woman traveling alone, stay at another property!
February 20, 2014
Rated 3 out of 5 by MarionBerry They have an indoor swimming pool?
The room key didn't work to access the indoor pool during hours that the pool was open.
March 4, 2014
Rated 5 out of 5 by spgforlife2013 Great service at a reasonable rate.
I wasn't expecting to stay at the Herndon, but weather delays forced an unexpected visit. What a relief and pleasure to be in a professional, comfortable SPG hotel. after long lines and a harried day.
February 17, 2014
Rated 1 out of 5 by amolavi Completely Unsecure Building
Hotel was fine... unfortunately, they left every folio out on the floor -- in the hallway and didnt event try to slide it under the door.
With name, address, email address, SPG #, # of guests in the room, my company's name, etc... it's cause for concern regarding identity theft and general personal safety in the building
And is a total violation of SPG email policy.
Front desk manager didnt really care -- nor did the General Manager of the property
March 29, 2012