Rated 5 out of 5 by Sweetlew Great
Great service while undergoing renovation and the crowd
August 26, 2012
Rated 3 out of 5 by Angelica New Orleans stay
the hotel was unde construction and was a bit congested.
August 15, 2012
Rated 4 out of 5 by OHIOJT nice hotel
rooms in very good coditions,staff very good,
September 21, 2012
Rated 3 out of 5 by AHA13 Needs Improvement
The location of this hotel is great, and the staff were very friendly. You can avoid the fees the hotel charges for internet by using the computers in the lobby (45 minute limit per session) or becoming a member of their rewards program, which is free.
However, the hotel and area around it are under construction, which produces a lot of noise. I often heard other guests in the hall and other rooms, and occasionally heard noise from people on the street even though I was on the 9th floor. The process of checking in took a long time even though I had a reservation. I rarely used the TV because there were so many steps involved in accessing channels and I had to point the remote directly at the sensor only inches away before it would work. The room itself was not as clean as one would expect of a hotel of this caliber; it is a good thing the hotel is being renovated since the furniture appeared worn. There were stains on the lampshades, the light by the door was so dim that it was basically useless, and I had to jiggle the switch on one lamp for it to work at all. There were a lot of mirrors, which I appreciated since there is no fan in the bathroom, so the mirrors there fogged up after showering.
On the day I was checking out, I was delayed over a half hour because housekeeping was in the room; I don't know why they would not have waited until I had actually checked out. Apparently this happens frequently, as the housekeeper recognized that she was keeping me from being able to check out.
January 7, 2013
Rated 5 out of 5 by Lynn222 hotel and staff
This hotel had nice rooms and excellent staff
September 5, 2012
Rated 5 out of 5 by Keith2323 I love this hotel.
This was by far the best hotel I have stayed in.
August 15, 2012
Rated 5 out of 5 by 7510jones wonderful features
Location, comfort, cleaniness,& good service
August 26, 2012
Rated 3 out of 5 by Ted48 Location
Best things: Location, Bell Captain at end of trip.
May 14, 2012
Rated 4 out of 5 by Isaac Nice facility
Great place to stay. The location is perfect.
July 16, 2012
Rated 5 out of 5 by Sdiddy Very clean
Great location! Even with renovations.
August 2, 2012
Rated 5 out of 5 by Mon47 Great experience
great new look, great service
September 12, 2012
Rated 2 out of 5 by College2025 Chucking Out Dollars for Teaspoon Quality
I was not too impressed with the staff before my arrival to the hotel because when I called, every person i talked to acted as if they didn't want to answer any of my questions. I wasn't too pleased with all the charges that I was addressed with when I arrived. For example, low cost hotels have refrigerators in them and don't charge you for them but at this hotel, it is advertised that a refriigerator is in the room. TOTAL LIE!! You have to pay $10 a night to have a fridge in your room and you have to pay damn near $50 a night for parking. It doesn't cost that much to park for average event parking in the fanciest places. I would've enjoyed my stay more if I wouldn't have had to pay for every little thing that was suppose to be included in my room. I feel like the rate I paid for the room and the claimed "convenience" of the hotel should consist of more than just the location. You have to nearly go broke to be comfortable in this hotel and I was not pleased at all. If they are trying to get the money for their renovations through all of these irrelevant charges, they can kick rocks with this. It is a beautiful hotel and has many safety features that I truly appreciated but there were too many things that made me feel like I should have went stayed at a 5 star competitor for all the charges that I paid to be comfortable. Please do better!!!!!!!
November 28, 2012
Rated 1 out of 5 by docsplash Never again
We were in New Orleans for a medical conference at the Sheraton from 10/25 to 10/27. Check-in was fast and courteous, but from there it all went downhill. We were initially, booked into room 3323, which hadn't been cleaned ( at 9:30 pm !!!!!!). Our bellman called the front desk and we were transferred to Rm. 2211 (a handicap room). At 10:30, the hotel alarm went off and we were told to vacate our room without using the elevators ( 22 floors!!!!!, for a damn false alarm). We went to bed after returning from Harrahs at midnight. The alarm went off again at 2:00 am!!! (Another false alarm). I went to my conference at 7 am. At 9:00 am, the construction work started directly above our room, waking my wife, who hadn't been able to sleep anxiously awaiting another damn false alarm. She called the front desk to request another room, and we were transferred to 2201, which had an ionic filter in it. When we called the front desk, we were told that we couldn't stay in that room. My wife called the Consierge, who took her cell phone number and told her they would contact her when another room was available. She was never contacted, so I went to the lobby and spoke to the manager, who promptly moved us to roommate 4017 and with access to The Club. Needless to say our 2nd night was excellent. Had our stay started like this, I would have written a much better review.
October 31, 2012
Rated 3 out of 5 by LALady Stay for the location....
- Customer Service: Everyone from the cleaning staff, bellmen and front desk receptionists were extremely helpful and friendly. We went during a very busy time - aside from being NYE, there was a Saints game, 7 cruises docking in New Orleans and the Sugar Bowl Game, so the city was packed!! But the hotel staff seemed very pleasant and calm and very efficient. Lines moved fairly quickly. Also, we would receive notes from room cleaning lady saying things like the room was cold so she turned on the heat for us...or that she fixed our shower. That was a nice touch.
- Great lobby: The lobby just looks so immaculate. After walking the streets of the city all day, it was refreshing to enter a warm, toasty and inviting lobby.
- Comfy beds: The comforter was so plush and enveloping. I slept very well.
- Cleanliness in rooms: This is a really big con to me - one that can truly trump all pros. We found a blond hair on our towels (and we have brown hair) and when we moved some things around in the bathroom, there was major dirt and dust underneath. Gross!!
- Lack of renovations in the rooms: I know they're renovating in parts of the hotel, but I sure hope they plan to update the rooms, too. Light switch fixtures were old and not matching, there was water damage on the ceiling in the bathroom and parts of paint were cracking in the bathroom as well. It doesn't make sense that they have state-of-the-art elevators and a fabulous lobby, and sub-par rooms.
- Lack of noise control: We had a corner room, but we could still hear other guests in the hallway, and their doors opening and closing. I don't typically mind noise and I was expecting it since I read reviews prior to coming about it, but I still found myself subconsciously irritated by it.
January 13, 2013
Rated 3 out of 5 by Nunya Nice hotel but some remodeling causing some problems
We arrived and promptly greeted by the parking valet (only choice if you want to park at the hotel $38). Went to checkin and the SPG Gold and Platinum checkin line is not very noticeable. Instead of being on the counter were it normally is at all other Sheratons we've been too the sign was on the line posts and smaller. Anyway smooth checkin , got our comp upgrade and went to our room on 22 floor and had a great view. Room was spacious, well cleaned and stocked. We slept very good, very comfortable. The next morning we went down to the 2nd floor to eat breakfast. They are doing some remolding on the same floor across the open atrium above lobby. So all the noise was very disrupting. The big problem was that it was 30 degrees outside and not much warmer in the restaurant. We left our coats in the room because we weren't going outside we were eating in the hotel. Big mistake. We froze while trying to eat and the food was getting cold faster then we could eat it. We asked the waitress and all she could say was that it usually isn't that cold outside so it's normally not a problem. We finished breakfast went back to our room to warm up . We went to checkout and again since we saw no SPG Preferred line we stood in the regular line for 20 minutes. I had asked that my bill be placed under the door as customary because I had a choice but they didn't do it so I had to wait in line. When I was finally waited on I asked and was told were the SPG line was and the clerk admitted it was to small and not noticeable. We checked out and went to the valet booth gave them our claim ticket and waited our turn to get our car. I saw the valet pickup our keys and head to the garage to get our car. All he'd had to do was park the car he was taking up and bring ours back. About 3 minutes later I saw our car coming down the spiral ramp from the third floor and expected to see it within a minute. 15 minutes later still no car. It was long enough that the valet dispatcher asked me if I had not received my car and I said no, otherwise I would not be still standing there (clue) so she got on her radio and there was some back and forth communication and confusion and she finally said it was on the way. It took another 7 minutes. Not acceptable.
December 31, 2012
Rated 3 out of 5 by Guest00001 Good location but lack customer service quality for the price
While under renovation the staff were not at 100% in their customer service in several areas. Location is good but room rate and customer service would leave me looking for another hotel in the area for another stay in New Orleans. While I had a newly renovated room the bathroom was left with what appeared to be women's hair all over the counter and floor. I requested room service on day one but declined day two and three to get the points voucher but they cleaned my room anyway and still did not get all the hair cleaned up. There were no filters for the coffee pot to make tea, the bottled waters in the room were not free and was not noted anywhere on the tags placed on the bottles you would be charged for them. Breakfast was rather pricey for an omlet (good flavor), toast and coffee for $25. I took a chance and ordered the same meal twice and had different food quality and presentation both times, unfortunately day two was worse than day one. The water main break was an inconvenience but happened at the most inopportune time for those of us who get ready between 6:30 and 7:30 in the morning. The hotel manager did provide a letter of apology for the inconvenience but no room rate deduction or comps were given. The concierge on duty the evening of Oct 2 was not very helpful or resourceful in making reservations for our party of 8. I was able to find my own reservations using open table app on my Blackberry and turned out to be our best meal of the week! While the hotel itself is under renovation and offers a very nice atmosphere, the staff and management need to step up their game to offer the best in class serivce a hotel of their caliber and locale demand.
October 8, 2012
Rated 4 out of 5 by TravelinKen Renovated Club Floor Rooms are Fantastic
The entire hotel is undergoing a renovation this year and I was in town for a conference at the convention center. I had reserved a room on the Club Floor and when I checked in the front desk staff informed me that they had JUST opened the club floor that I was going to be on (Floor 46) and I was going to be the first person to stay in that room!
Every aspect of the entire floor was new – carpeting, wallpaper, paint, lighting and the same in the room. It was 100% absolutely brand new. As I spoke to others staying at the same hotel and looked out in the hallway when the elevator doors opened, the difference between renovated and not renovated is a world apart. I enjoyed everything about my room and have nothing negative to say. The bed was comfortable and the room was excellent.
The only two major problem areas are that it took staff awhile to answer the phone when calling for room service and the front desk service is the SLOWEST I have ever seen at any hotel. I would say the lines were average for a large hotel. There was 4 staff at the front desk when I checked in about 2-3 people in line at each and about the same when I checked out. I don’t know what took everyone no less than 15 mins per customer but no lines were moving. Each person in line was eyeing the other lines to see if any front desk staff was moving faster but no one was. It was extremely frustrating.
The video check out was not working so I just decided to wait at the front desk to check out since there were only 2 people in front of me and again, all other lines only had 2-3 people in them. Well after 35 minutes and STILL waiting in line I just left. That was ridiculous! As a platinum member I should have received free internet but that was on my bill so I just had to call when I returned home to point that out.
May 9, 2012
Rated 1 out of 5 by WorldTraveler2012 Recent Trip to New Orleans
Ok I have to admit while I don’t book a single trip without reading reviews this will be my first actual posting but the service at this hotel is so bad I felt I needed to let others know. Stayed at the Sheraton new Orleans from 12/13 – 12/16 and I’m a Platinum SPG member.
First the good:
Location- Right on Canal street close to everything.
Now the bad:
Service: It’s hard to articulate just how bad the service is this Hotel. A bad house keeper or bad front desk person here and there and excusable but with this hotel it just seemed like it was part of the culture. Examples when I checked in I had one person ahead of me in the whole lobby with about 4-5 people behind the desk who were more interested in their conversation then taking the next person, when I asked if they could help they said they were busy. Almost 30 minutes I waited with only person ahead of me. When I checked in no mention of the big day I was celebrating as emailed by my platinum rep and myself to Mr. Cook and no upgrade was offered. As a Platinum member I asked for a suite and after a conversation with another manager they moved my room to a handicap Suite which was actually pretty nice. Another example is in the club lounge. The attendants spend more time watching HGN and talking in the back room then making sure there is actually food and drinks available for people. I actually had someone tell me if anyone asks I’m helping you find a station ok I really like this show.
Rooms: My room itself was actually pretty nice one thing I would warn all guest about though is the paper thin walls. If you are near an elevator or are one of the first few room in the hallway run don’t walk and change your room.
Housekeeping: Housekeeping never came until after 5 each day which was somewhat of a pain as we would go out in the morning and afternoon then come back to our room to get changed for the evening only to have to work around housekeeping
The above are just a few examples of my experience at this hotel, I don’t really have high expectations on service but I just wanted to be treated like a person and not an inconvenience. This is a large hotel in a tourist location that realizes just because of that they will continue to attract business regardless of the service they provide. I’m a huge fan of the SPG program and the hotels included in the program and in the 2 last years with close to 100 nights all over the world this hotel has been by far the worst.
December 19, 2012
Rated 3 out of 5 by VickiM Maintenance Problems
We checked in at this hotel with no problems and were given SPG recognition with a room on a Starwood Preferred Guest high floor. The room had been refurbished and was very nice. The next morning my spouse and I had each showered and were getting ready to go out for breakfast when water started gushing out of the ceiling above the bathtub. We called the front desk and maintenance showed up very quickly. The gushing had stopped but there was still evidence that the ceiling was leaking. The maintenance man took a look and thought it was coming from the room above us. He went up to that room and then came back to our room to inform us that the people in the room would not let him into the room so he would have to arrange to get in there later to fix it. We assumed it had been fixed. The next morning we experienced the same gushing of water. We called the front desk again as we were leaving our room and they told us they would get maintenance on it. When we got back to our room late in the afternoon, there was a message from guest services that told us the were crediting us $50 on our bill for our inconvenience. We assumed the problem had been fixed. On our third morning, my spouse had showered and left early for mass. I stayed in the room, and just as I was getting readly to shower, water began gushing out of the ceiling faster and louder than the previous days. I grabbed my iPhone and videotaped the incident for 32 seconds. I then called Guest Services again and they sent a maintenance person. She looked at the videotape and believed the problem was coming from the room above us. She went up there and then returned to our room and told me the people in the room above would not let her in. This was our last day at the hotel and we had brunch reservations that we had to make, so I quickly took a shower and got ready. When we checked out I asked for the manager on duty. When he came to the desk, I explained to him the problems we had and showed him the videotape. The look on his face was absolute shock. He new about the problem and thought it had been fixed. I explained to him that whatever was going on in the room above us was no longer a maintenance problem but was a security problem if they would not let his maintenance employees into the room. He apologized and thanked us for being loyal Starwood Gold members. Because we had paid for the room with Cash and Points, he said they would refund both to us. So far they have refunded my points, but the Cash portion is still showing up as a pending charge on my credit card.
December 19, 2012
Rated 3 out of 5 by Sarah757 Poor Management
I have stayed at this hotel many times and typically enjoy it very much. My most recent stay was a terrible exception. The hotel is under renovation and the staff clearly was not prepared to handle the problems renovations can bring. The day I was there, some sort of housekeeping problem prevented rooms from being ready at check in. The staff did not handle the situation well at all. I was repeatedly told my room would be ready in an hour and when I returned to the registration desk, I would stand in line for 20-30 minutes with other angry guests only to be told it would be another hour. I watched while one guest after another left the registration desk in frustration. What added to the frustration was the nonchalant attitude the staff seemed to have. They seemed completely unconcerned that guests could not get into their rooms even though check in time had long passed. I finally had to leave for a 7:00 dinner reservation and on the way to the restaurant I received a call indicating my rooms were ready. I had specifically reserved 2 rooms with 2 beds each and asked them to be sure to hold those as I had 5 people in my party, including adults who did not want to share a bed. By the time we returned from dinner they had given one of the rooms away and only had a king room available. After a conversation with the manager and several trips to various rooms (none of which had 2 beds), I finally gave up and took a king room. By this time it was 10:30 PM. The manager was apologetic, but clearly unequipped to address the situation. He offered no compensation, so I took it upon myself to suggest that he comp one of the rooms. He agreed to do so, but the fact that I had to ask after having arrived at the hotel at 2:30 and not getting into my room (and the wrong one at that) until 10:30 PM was ridiculous. Starwood typically provides a high level of customer service. This was not the case at all the Sheraton New Orleans. I would not recommend staying here until all the renovations are complete.
September 3, 2012
Rated 5 out of 5 by DC14 No Convention During Mardi Gras
This hotel is nice, however they were doing some sewer cleaning by the hotel, that was a bit inconvenient and smelly.
The staff and the restraurant and bar were great! The food was excellent and the staff was good.
Also, be sure to tell people about the debit card holds on the registration fee! I did not know about it as I checked in a place where the little information stand about this was missing. I had to go through a little inconvenience to reverse the charges, but the staff was agreeable and understood and it came out good! The staff is really good!
What I disliked that seemingly NO ONE knew there would be a parade on Canal Street on the DAY OF CHECK IN! No advance warning and we were stuck in traffic for 2 hours or more -- I had to walk to the hotel to ensure my reservation was secure and then had to park and pay an additionaly $25 to park and walk back to get clothes needed for an event that evening! AND NO ONE GAVE US A REBATE ON IT! At least a complimentary breakfast something! It was most inconvenient!
I will not come to New Orleans again during Mardi Gras! Too much stuff however everyone was nice.
Now for the elevators.. they were cool at first, but on Thursday I wanted to leave the banquet and come back down to purchase something and the elevators took forever!! Something about a mardi gras on 8 that was tying up the elevators! After I got to my room after a 20 min wait...I called down to complain... still did not help -- soo that was one thing that happened.
Wi FI a bit shakey -- but good!
The other main thing is toilet paper and the toielt seat! toilet seat is TOO LOW! You have to consider if you do not have rooms for people with diabilities the toiets have to be higher up! PLEASE make this adjustment AND the number one complaint is ONE PLY toilet tissue. I am spending $200 a night and you got single ply toilet paper!? I am glad I brought my own -- we women need absorbancy! PLEASE put two ply tissue in these rooms and tissue coverings too!
Wine glasses are too small for $11 I would expect a larger glass -- my goodness - please be a bit more generous with the goblet! Thanks
Other than that -- all was good! I would definitely stay here again .. when prices drop! (smile) Thanks for a good stay!
February 20, 2012
Rated 3 out of 5 sugar bowl 2012
Rooms were booked with a tour group for the Sugar Bowl.
The staff was nice enough to help me with my arrange for me to get credit for and put me on a STARWOOD floor, even though the rooms were booked all together.
1) We arrived the day of a Saints game...DON'T!, unless it is during the game. several people arrived before, but we arrived after....due to traffic it took us over an hour to go 3 blocks to the hotel from the highway.
2) Valet is expensive, but expected for limited parking area.
3) HOTEL ITSELF WAS BEAUTIFUL INSIDE AND OUT. Great bar area with huge projection TV where we got to watch the NFL and bowl games during our stay.
Nightmare, the staff, even though handling games like this all the time it seems, had a hard time with all of us checking in.
It took over an hour to take the elevator up to our rooms, becuase they were over crowded and too much volume and no control over the crowd (the hotel did figure it out the last day we were there what they had to do for crowd and volume control for the elevators).
Also, the bags were a nightmare as it took my wife having to go identify our bags even though they had a tag on them from the bellman.
Lastly, becuase of the Saints game, they granted late checkouts to all the fans going to that game, that unfortunately meant that our rooms couldn't be checked into until 530. No compensation or apologises given for this either.
During the Stay:
after the checkin mayhem, it all was well. Views are in credible from the top floors.
You are just a block or 2 from the french qtr and the waterfront. The bar/food area with the TV's were good. The food and beers were actually well priced and sized for what we got. The beers were good on tap and the cheese pizza and creme brule was priced well and very good. Our waitress was incredible as well.
COnceige desk was not helpful or AT ALL knowledgable about any of the events around the Sugar Bowl, she didn't know or care it seemed...even though the entire hotel was booked with people gooing to it.
It does have a fitness center, but never saw it. Same with outdoor pool.
lastly, I asked a front desk member to send some water and creamers/coffee to our room becuase we had asked the cleaning ladies to skip us becuase we didn't need anything our first day....but no one ever came. Think she blew us off.
Would I stay here again, maybe....but I might try somewhere else after I see how they handled large crowds of people.
January 5, 2012
Rated 1 out of 5 by CatherineI The worst hotel in which I've stayed
I had a wonderful stay in this hotel in January 2012, but I think that place has been swapped out for this unrecognizable, dreadful excuse for a Sheraton.
Many problems. The overarching one was the staff, which was almost uniformly indifferent to guests, snide and condescending when asked for help, and inconsistent at best in providing promised items. The hotel is also surprisingly dirty, in places not involved in the current renovation. (By the way, we are still wondering why we weren't informed that the renovation would be underway at the exact time we brought our full membership for our conference.) No one vacuumed the area by the elevators on my floor, for example, leaving it littered with debris. Living conditions in the hotel are also currently dreadful. We had no water at all one morning -- and no advance notice or real apology, either. (The letter we got later, suggesting that those who were bothered by having no water should go to a website for counseling, does not count as a true apology.) It was impossible to use my room during the day because of the incessant banging from the renovation, and all the rest of the 100+ conference attendees in my group had the same experience. The entrance and exits for the hotel, as well as the front desk, are hard to find, due to very poor signage. (Nor does the staff do more than look on without helping as guests wander about with luggage.) The hotel restaurants consist of a Starbucks, sports bar and breakfast coffee shop, all in cramped locations, all with eye wateringly high prices for food which is mediocre. Housekeeping staff produced one horror story for our group after another. Except for my last morning, when the housekeeper knocked loudly, then tried to barge in, at 8:30 am (?), my only problem was that often housekeeping didn't bother to give me new coffee cups or a replacement towel, and also took my "privacy please" sign but never returned it. Other members of my conference, however, could not get their rooms made up even when they called the front desk for help, and were actually told no when they asked their housekeeper for fresh towels or TOILET PAPER. (!!!!!)
Most surprising are the failures of basic service. My room, for example, had no clock radio, no pen, no room services directory, and a tiny number of hangers, along with scuffed walls and furniture, and gouged, scratched wood. The very nice new fitness room lacked cleansing cloths for the machinery one day, water for the water dispenser the next, and cups for the water dispenser the day after that. I also did not enjoy renovation construction workers traipsing through the fitness room and staring at the people working out. The outdoor pool is small but freezing cold, and there is no shade for guests using it on hot days. The TV reception throughout the hotel is terrible, as if we'd all returned to the 1990s. And the conference room facilities are drafty, dark, cavernous, and lacking decent sound. Audio visual staff for the conference rooms was hard to find and had the attitude issues that infected all the hotel staff. (In New Orleans, where warm and friendly service is a byword!)
Let me add that often the hotel staff made promises that no one seemed interested in fulfilling. I had to call three times over an hour and a half to get a (very battered) guest directory. I called the front desk to ask for a replacement "privacy please" card , and was promised one, which never arrived. Our group was promised a free bar at 9pm in the club reception room, to make up for the terrible hotel problems, but it arrived 40 minutes late, only after one of our members made a strongly worded call to the front desk.
Oh, and my SPG Preferred status got me access to the unreliable wireless for this hotel, and that's it. I had asked for and been promised a "concierge level" room, but front desk staff on check in wasn't even interested in looking at my copy of my email. Other conference attendees who are SPG Preferred members got even worse room locations and service, including one who was placed in a low level floor which was dirty, smelly and leaked water.
In short, this is one Sheraton I'd suggest you never, ever visit.
October 7, 2012