Rated 2 out of 5 by BNP1 Pathetic Check out experience
During check out I stood in the SPG line and waited for almost 30 minutes and saw others in the regular line be served and check out within 5-10 minutes.
On complaining to the Supervisor (Gisella Batann) who was manning the SPG line I was told she couldn't do anything even though there were 3 associates serving the regular check out line.
We then complained to the Guest relations supervisor (Agustina Diciervo) who told us the same . She then told us to check out on the Club level, I pointed out to her that it was 8.20am and the club level desk did not open till 9.00am, she shrugged her shoulders.
In summary the attitude of both associates was very poor and the customer service non-existent
June 26, 2015
Rated 1 out of 5 by EGORESCU Cold water and slow services
When I first entered the hotel I had a great impression about the new lobby. I got an upgrade to the club level and the experience at the executive lounge was very nice.
Early in the morning I found out there was NO hot water. I called the client services and a genitor came in but could not solve the problem. During the fixinig process, I tried to iron my shirt but there was NO iron in the room, only a disclamer to call the room service to request the iron what I did. Took them 2 more calls and 20 min to get the iron.
At the front desk, during check out - the clerk did NOT ask who my stay was, so at the end I told him everything and he stayed appatic without any reaction.
Worst stay ever. Very difference from what I am used at SPG's hotels
May 12, 2015
Rated 4 out of 5 by Horatio Excellent Experience But Room for Improvement
I stayed in this property 30 days continuously and overall had a great experience, although there are some issues I call to management’s attention as there is room for improvement.
First, I must say that Argentine people are very gracious (simpatico) and Buenos Aires is a great city. The staff at the hotel are typical of that wonderful Argentine charm. In particular this includes our chamber maid for the first two weeks (her name remains anonymous per your policy; she has over 30 years of service at the hotel and was just reassigned because of a bad back; she treated us as “family.” I also give special recognition to the staff in the 22nd floor club lounge.
In SPG recognition, we were upgraded to a suite room for the entire stay. This made our experience in Buenos Aires especially comfortable.
We will definitely return to Buenos Aires and definitely rebook at the Sheraton Hotel and Convention Center. We walk a lot and walked from the hotel all over, very convenient location walking to Recoleta, Palermo, San Telmo, Casa Rosada, Evita Museum, everywhere.
But, I would advise the hotel to make guests aware that they should be careful walking around on a weekend holiday when the streets are quiet, as we were victims of the squirt scam (police report filed). In this scam, a team of usually 3 (in our case woman, man, taxi driver) scouts for targets, they squirt you with stinky oil, making you believe it fell from an overhead air conditioner or from a bird, then they offer to help clean up the mess, while they pick your pockets). This happened to us in a very nice neighborhood right near the hotel.
Room for improvement:
I carried a “professional” wine opener from Tokyo as generally hotel cork screws are inadequate and Argentine wine (Malbec) is among the best. I left it on wet dry bar and the chamber maid taking care of our room on Sunday and Monday apparently removed it. I bought a replacement wine opener in a local store and put it in a wine shopping bag. The part-time chamber maid removed that wine shopping bag along with two other wind shopping bags I had on the wet bar and with it removed the second wine opener. I do not suggest that the part-time made stole the wine openers, just took them unintentionally.
I reported this incident to the SPG reception desk on the lobby floor not once but actually SIX times before they did anything about it, notifying security, which investigated. The cost of the two missing wine openers is no big deal but mention it because of the inconvenience and inadequate reception desk response.
Fitness Center: in general, excellent, better than the usual hotel gym; very attentive staff.
A few minor and one significant point for improvement:
1) locker keys should have a “safety pin” to be able to attach them to exercise shorts. A very low cost improvement
2) shower rooms should have a small tray or shelf for putting shampoo/conditioner brought by a guest
3) men in the dry sauna should be told very explicitly NOT to shave in the sauna room. At least 4 of them (Argentine) were shaving right in front of me. This is VERY unhealthy. I do not consider it a cultural issue. I never returned to the dry sauna room after that experience.
Restaurants: The hotel only has the usual café type restaurant and an Italian buffet restaurant. Having lived in Italy, “buffet” Italian food is nothing to brag about. Because Buenos Aires has such fantastic restaurants, perhaps the hotel feels another restaurant is not justified. Just mentioning.
Again, my wife and I had a very enjoyable stay and will return, just commenting on a few points for your consideration.
April 30, 2015
Rated 1 out of 5 by ColdinBA Freezing temp, water coming down the wall
Upon checking into my room, all I wanted to do was to take a shower and change before my business calls. The extreme cold of the air conditioning felt really good when I entered the room. I quickly moved the thermostat from 10 degrees Centigrade to a more comfortable 20 degrees and went into the shower, but first I had to run the water for 5 minutes until it went from brown to clear. Exiting the shower, I noticed water all over the floor and thought I must have messed up the shower curtain. Instead, I noticed the counter was covered in water as well as the wall. The water was coming from the ceiling. The temperature was still freezing, but I had to make my calls . I first called the guest service number and let them know my two issues. They indicated someone would be up to address them. After 3 hours of calls it was time to head to the office, but I was so cold that I first had to take another hot shower to warm up (outside temperature was 29 Celsius. Upon telling the check in agent at the front desk, she acknowledged that the water sometimes comes out brown and "all you have to do is run it for a while and it comes out clear". She indicated that someone would address my water on the floor and cold temperature issues before I returned that evening. Upon returning, I saw that nothing had been done. I called guest services again and asked for a new room. They said someone would be right up. After 20 minutes of waiting in the hall (it was far too cold to wait in the room), I had to call again. After about 5 minutes someone came and moved me to a new room which was fine. Overall, unresponsive staff, poor facility maintenance and indifference to guest needs.
March 14, 2015
Rated 2 out of 5 by AM421984 Tired and noisy hotel; staff quite unhelpful..
The hotel is quite tired, even the Club Floors.
What is more frustrating is the noise... walls are quite thin, and you can easily hear unkind neighbors; and the hotel staff won't do anything about it.. Anyway, bad sleep as a consequence.
Prefer the other Sheraton few blocks down - more helpful staff, and recently renovated IIRC.
January 23, 2015
Rated 4 out of 5 by IRELANDSMAN DUTY MANAGER -NOT IN CONTROL
For many years i have visited this hotel where i am always made most welcome.
My suite was most pleasant with great views.
Staff in general are very good however in the Executive Lounge more in house training is required.
The staff tend to walk about but not concentrating on the guests who are trying to get their attention. Use more eye contact !
Security is really bad in the evening as anyone can go to the lounge---the elevators need to be adjusted permitting only those who are entitled to be there -get access.
Dress code needs to be enforced --this morning at breakfast-there was a lady in the hotels bathrobe and another lady looked as if she was at the pool--not a pretty sight.
Food in restaurant Cardinale especially the main dishes need to be dramatically improved as does the staff training.
Yesterday we complained to the waiter about the quality of the pork--the hostess was either not informed or simply did not come to us to discuss.
The swimming pool area must be upgraded especially the broken tiles.
Internet was excellent.
Last night there was a pool disco which started at 23.45 and reached its crescendo at 02h before finally finishing at 03h.
In this hotel there are many airline crews who need to rest and not be disturbed like all other guests with blaring music.
It took 5 calls before i finally got the duty manager at 02h to complain--clearly he was not in control and the hotel showed total disregard to the comfort of guests in permitting music at such level.
It should be agreed in advance what the volume will be as a respect to all guests.
January 19, 2015
Rated 2 out of 5 by Onze This hotel has slow staff responsiveness
It took the hotel 40 mins in total only requesting for a electric boiler. In room service is also slow with incorrect billing. On the check-out date, I specifically asked the hotel reception to use the billing address according to the name card given. Unsurprisingly, without printing the invoice for customer to review, the final invoice was issued with the incorrect address and nothing can be done according to the receptionist as she said it is the final invoice! I don't know how many name cards I have to give or how many times I have to say to get things right at this hotel. I would say this is not so impressive service and experience with "Sheraton" brand at all.
December 9, 2014
Rated 5 out of 5 by ChileFirstTimer Great stay all around, would return
I was here for roughly a week on business in the city, and the stay was flawless. Staff recognized my SPG status upon checkin with a nice room upgrade and daily access to the executive lounge. Room was impressive, great bed and shower, wifi strong and reliable. Staff also helped me out of a jam when I had to pay a taxi and ran out of pesos. Only constructive criticism would be to add more variety to the spread of food in your exec. lounge, same options each day get tiresome.
December 5, 2014