Rated 3 out of 5 by Doc8 Service
I felt the service was below average for a Sheraton. I called for extra towels in the evening & they never came, had to call again the next morning for them. Because we selected the Eco option, housekeeping never came once to check if we needed anything, had to call again for more shampoo, soap, coffee etc. once again it took hours after a second call to get these items. When we checked in there was a dirty wine glass on the floor of the door, no one ever came to pick it up 3 days later when I put it in the middle of the hall. Poor service.
October 2, 2013
Rated 3 out of 5 by MrMacLeod NOt Arrived in the 21st Century
I liked this hotel very much HOWEVER I was VERY surprised I did not have free internet access in my hotel room. I had to pay?! And not even once, the service only lasted 24 hours and had to be renewed! Outrageous! I would never stay in another Sheraton hotel again for business.
June 30, 2014
Rated 2 out of 5 by Kelly54 Good - Needs Improvements
Overall the hotel is good. Room was clean and spacious. Towels are old with stains. Need to replace them. Toilets would not flush unless you kept holding the handle down. Air conditioner did not work well at night when sleeping. Kept shutting off, got hot and uncomfortable for sleeping.
June 29, 2014
Rated 5 out of 5 by Toni28 This hotel was perfect for the conference
The layout and location of the hotel worked best for this conference.
July 9, 2014
Rated 3 out of 5 by AndyR Stayed here for 7 months...the good and bad
I have stayed at this Sheraton almost every week since January of 2014 and by the time my business concludes, will have stayed here over 120 nights total.
This is the nicest Starwood property in the city with the exception of the W French Quarter (which is outside my corporate rate policy). I tried the Westin for a week and the other W on Poydras for a week but found the room quality and cleanliness of both to be lacking.
This hotel is big. It has around 1,200 rooms and was hosting a large conference (or conferences) almost every week I was there.
Overall, the Sheraton is a good, comfortable hotel but is inconsistent in its service.
-The Club Lounge on 42 - The staff here is terrific. The lounge is nice and there are always great food and drink options. For breakfast, there are always hot items - oatmeal, eggs, and breakfast meat - as well as fruit, cereal, yogurt, and baked goods. In the evening they have various hors d'oeuvres. You can always pop in and grab a bottle of water or a soda.
-The Rooms - The rooms are nice overall and have been renovated fairly recently. The beds are comfortable and clean and the rooms all have great views of either the river or the French Quarter. The suites are nice as they have a kitchenette with a mini-fridge (not found in standard rooms) and a separate sitting area. My only complaint would be the TV and occasionally I'll have a bad shower.
-The Gym - Very spacious and has everything you would need. I have never been out to the pool but it looks nice enough.
-The Location - Right in the middle of the CBD and two blocks from Bourbon Street. It is convenient whether you are in town for business or pleasure.
-The Valet Service - I haven't used valet parking all that often, mostly because of the cost. While, it can take 10-15 minutes to get your car during the morning rush, this is nothing surprising. You should either call ahead or be prepared to wait that long. The valet staff is always pleasant and obviously works very hard to greet arriving guests and bring cars around.
-The Staff - Overall the staff is friendly.
-The Elevators - The hotel has two sets (low and high rise) of "smart" elevators. These elevators don't have buttons on the inside, but instead you punch your floor number in the elevator bay and are assigned to an elevator. I assume that, because of the hotel's size, this is the most efficient and expedient way of dispatching elevators to guests on various floors. It works most of the time but I have had a number of instances - especially in the evenings - when hundreds of guests who are there for a conference either all get out of a session at the same time or are all trying to meet for dinner at the same time. During these busy periods, it can take 10-15 minutes for an elevator to arrive at your floor.
-The TVs - They take a long time to turn on and change channels. The remote controls don't work very well as you have to push a button a number of times before the TV responds. This really isn't that big of a deal but it was frustrating at points this year when I was trying to rush back to the hotel to catch the end of a March Madness game or the World Cup.
-The Showers - As mentioned above, these are usually pretty good but occasionally I'll get a shower that won't stay at the same temperature. It will either get really hot or really cold and I'll spend the entire shower adjusting the knob.
-The Service - The service here can be good but is marred by inconsistency. Some of the room service items are good but I've waited upwards of 2 hours for my food at times and often there's a problem with my order (such as dressing not being on the side). I've had problems having basic toiletry items in my room at check-in and long waits to have these items sent up. I understand that this type of thing can happen in a hotel as big as this, but I've stayed here enough to see that it occurs far more often than it should. There is also pretty poor recognition of platinum status, in my opinion. I have been upgraded to a suite every now and then but I always have to ask. You might also think that there would be some recognition of someone who has stayed 100 nights at the hotel this year alone. Occasionally someone at the front desk will say "welcome back" when I check in but that's about it.
All in all, I've enjoyed my stays but am occasionally frustrated by sub-standard service.
July 22, 2014
Rated 2 out of 5 by JP1123 2014 IFT
This hotel is "tired" and in need of a physical and cultural makeover. The rooms beds are past their prime and the furnishings and decor are outdated (10th floor). The customer facing staff seems to be indifferent to hospitality and methodically goes through the check-in process.
June 29, 2014
Rated 4 out of 5 by EE2112 Nice, great location, minor issues.
While I loved the rooms, and location, there were some minor things we took issue with. The service was so-so at times. While the staff was friendly, they didn't seem to react or sufficiently answer my concerns on an issue, that my credit card was not only charged within hours of my check-in, but added almost $200 to the estimated amount. I was not notified that this might happen, and when I brought it up to the Front Desk, I didn't get much response, and when I kept asking, she pointed to the notice of 'debit' cards having a larger amount held. I told her it was a credit, not a debit card, and was told it was the same. How about telling me that when I check in?? Our bathtub needed help as it wouldn't drain, they responded quickly and it was fixed, and our phone wouldn't work...we couldn't use it...they fixed it quickly as well. The restaurant was good, the service was OK, but the staff had to go to the 2nd floor to get our food? So was slow. And..no bathrooms on the lobby level...had to take an escalator to the 2nd floor to access.
June 30, 2014
Rated 4 out of 5 by Tropicalorchids Poor work prioritization by maintenance staff
We experienced a failure on the room door lock that resulted in a wait time of 25 mins to access our room and belongings. For two consecutive days, the key card failed to open door and the first day maintenance indicated the battery needed replacement but it was never done. The door failed the next day and we found ourselves in the same predicament - waiting in the hallway for maintenance to arrive to troubleshoot/unlock.
June 9, 2014
Rated 5 out of 5 by Harleychick1 Essence 2014 "GREAT"!!!!
Hotel was in a great location and the service was excellent!!!!
July 8, 2014
Rated 2 out of 5 by Suzzie Poor hotel services
The staff at the reception were mostly unhelpful, rude, and unliked to answer any question.
The room was very dusty, especially the floor was very very dusty. Because I am very allergic, it was very bad for my health. The free wi-fi connection was usually unreachable. It is interesting, that the wi-fi connection is not free in the room. How is this possible that a receptionist doesn't help for the airport shuttle? I have never seen any reception of a luxury hotel like this.
I think your hotel have not the standard of a luxury hotel.
November 25, 2013
Rated 5 out of 5 by Lightsout7 Great view
This property has a great view of the city and the river.
July 7, 2014
Rated 5 out of 5 by Diane08 Great lobby and great location
This hotel has a great lobby. It is large and open with a bar and food menu, several computer monitors for guests, a very large screen TV and many types of chairs. There is also an on-site Starbucks. As a single woman traveling alone for a conference and vacation, the location was great and I felt very comfortable sitting in the lobby and ordering a drink/food or catching up on my emails. The rooms were very comfortable and the elevators were high tech and very fast. The conference was very well run with great service from staff.
June 17, 2013
Rated 3 out of 5 by Ralph53 Not bad, a few problems
In general, this was a perfectly adequate hotel for my needs. I did notice that the hallway noise was louder than I would have wanted. There was one normally trivial issue that really bothered me, and that was the terrible control system for the television. It was hard to get the buttons to respond, and the response time was so slow that it was hard to tell if it was working. Normally a trivial issue, but this was the weekend of the Final Four and my teams were playing -- thus leading to a lot of aggravation.
April 9, 2014
Rated 5 out of 5 by Sandy49 This hotel is wonderful!
The hotel room/bed was very comfortable. Close to all attractions/restaurants in French Quarter. The staff was very helpful and friendly.
July 4, 2014
Rated 2 out of 5 by Sandy90 My stay did not meet my expectations
Although this Sheraton is in an ideal location in New Orleans and has excellent conference facilities, my room most certainly was not worth even the special conference rate!
I will list my room's specific problems:
1 - Despite numerous calls & visits to the front desk, maintenance was not able to fix the toilet until the end of the stay (despite several attempts).
2 - Cold (or even cool) water was unavailable in the bathroom.
3 - In an attempt to watch just a few minutes of the news between meetings I found that the TV remote was at first difficult, then impossible, to operate. I notified staff during check-out that we were unable to even turn it off.
On the plus side, the staff was very personable and your guests' green options are very much appreciated.
September 20, 2013
Rated 3 out of 5 by azcheesehead Great Location
Fantastic location, close to everything which certainly commands the rate but there were some disappointments: Check in was extremely slow. Three of us arrived together but were assigned rooms on the 9th, 11th and 17th floor. The rooms were small but had a great city view, unfortunately the room window was absolutely filthy (on the ouside). If you desire a hotel with a great location and don't mind paying for it, this is for you. While the Sheraton will not win and cutsomer service awards it was satisfactory.
March 27, 2014
Rated 2 out of 5 by Mattwv This hotel needs improvement
The food was awful. I've never tasted food that had no taste whatsoever. The lack of functioning restrooms on the meeting room level was very annoying. The power failure left many without access to elevators or air conditioning. My check out bill was actually higher than my reservation total.
June 23, 2014
Rated 4 out of 5 by catperson2 Dont' get room service
Had room service for breakfast. Prices were outrageous. My spouse's eggs and toast were cold. Coffee was lukewarm
I ordered yogurt and fruit .....got a small container of Yoplait strawberry yogurt.
June 29, 2014
Rated 3 out of 5 by 49alte62 Service quality has declined since last visit
No one offered luggage assistance from the car to inside. Had to request a baggage cart to get to our room. This was the first time in more than 20 years staying at Sheraton properties around the world that I was not only not offered a complimentary upgrade but was told no when I asked. Checkout was slow with no coordination between desk and valet parking. Initial bill was incomplete and I had to remind about parking charges. This service was not what I expect from Sheraton and needs improvement.
April 14, 2014
Rated 4 out of 5 by Bill1999 recent stay
My stay continues to be great with the exception of the horrible tv controllers. Every room I have had you have to press the buttons hard and it is slow to respond. There is no channel line up or easy way to navigate. This needs to get fixed.
June 26, 2014
Rated 1 out of 5 by RallyAttendee Poor Customer Service by Staff
The friendliest person I met was the lady that cleaned my room. She witnessed me trying to close my door over and over again without it "catching" and suggested I call the front desk. I did call the desk and sat there on hold more than 5 minutes. I had to hang up and attend a training session. So, I continued to put my card in the door and work the handle as if I was opening the door, and then try to close it. It took several trys and then it finally caught. I spent one night with just the latch on and didn't realize the door had issues. The entire time I was there, the toilet would not flush properly. It would just continue to fill up and slowly drain without a flush. I called the front desk and I'm assuming they sent someone up because when I returned, it was flushed. However, it immediately went back to the same thing over and over the entire 4 days I was there. I never bothered to call the desk again. On Wednesday evening, I picked up the phone to try and change my plane reservations from Friday to Thursday night because I just wanted to leave this place. I ended up making 3 "calls" because I couldn't figure the phone out. It wanted to be on speaker phone, but I kept picking up the receiver. The last time I dialed out, I saw a button on the receiver that you had to push to take it off speaker and use it like a normal phone. By the way, cell phone service in the rooms is horrible! This little fiasco with the phone cost me $2 per call. They said they would remove it after I showed them a picture of the smoke alarms wrapped in plastic (I noticed this Thursday evening while lying in bed sick with a cold). I heard the desk clerk arguging with the woman that said she would update my bill about NOT taking those charges off. So today (3 days later) I'm back at work and I discover the bill was NOT corrected in good will as they said. Sad that I was attending a rally at the hotel that netted them 1600+ guests for 4 nights and tied up almost all of the conference rooms. I'll let them know about the poor service, too. At this point, it's a matter of principle.
September 23, 2013
Rated 3 out of 5 by Timcat Gr8 location
Everything is wonderful except for the petite pool.
July 4, 2014
Rated 4 out of 5 by chrism28 This hotel is good
Our stay was find. The room were nice, clean and the bed was comfortable. The pool was small. Be alert in the lobby a person came up to me and asked me for money.
June 29, 2014
Rated 4 out of 5 by Fields52 Conference
The staff were very responsive and understanding given the situation at hand, i.e., electrical outage to the upper floors. Although I only asked for the Greene housekeeping treatment, and they did replnish supplied the first day, the did not do the same the second day.
June 23, 2014
Rated 4 out of 5 by NHQ54 Great location
Excellent amenities, located close to the French Quarter and the River Walk. Staff are friendly and helpful, I would definitely stay here again.
June 30, 2014
Rated 3 out of 5 by Donnn Not quite up to par
The location, the staff, restaurant food were very good. Though service in the restaurant was frustratingly relaxed, the staff were very pleasant and welcoming. My hesitation to recommend this hotel to a friend is not about those things. My room (and those of others I spoke with) was wracked by mechanical noises. Though the elevator alcove was at least 20 feet from my door, the constant whishing of the passing elevator cars was a distraction within my room. Worse, though, was the constantly repeating racket of what sounded like a fan with a bad bearing. Or a gas mower. It would run for five to fifteen seconds at a time, repeating on and off every minute or so throughout the day and night.
About the SPG Recognition item above: what are you asking? It is not a question.
November 25, 2013
Rated 4 out of 5 by RobertFest Handicapped Room
The bathing was difficult as one had to step into the bath tub Better would have been a walk in shower but there was none with two double beds .. There were two chairs both to low for me to get up from .. The entrance door with an automatic opening door which did not work thus the door was very heavy to open
As our room was being taken care of by Jazz Fest in New Orleans we chose not to complain .
Easy fixes for the chairs higher seats and arms would really help
May 3, 2014
Rated 1 out of 5 by cosmo314 Andrew J. Devany Ohio Heartland CAC
I was at the Sheraton for a confernce. The staff were friendly and accessible. My room was nice and comfortable. The food served at the conference was very bland and mediocre. Certaninly not what you expect when you visit New Orleans. For two days of my 3 day stay the elevators were out to the floor wheere my room was located. On numerous occasions I was forced to walk up 6 flights of stairs to get to my room. On one occasion I walked down 29 flights of stairs because the one elevator that was in operation on the 29 th floor had an enormous and growing waiting line. I am 66 years old and have a minor heart condition multiple flights of stairs can be a real challenge for me.
In light of this disappointing situation I feel that the Sheraton should offer some type of benefit to all customers who had rooms above the 29th floor for the days in question. I realize that the Sheraton is running a business and mechanical failures do occur, but, they also have a reputation that has been tarnished by this situation.
June 21, 2014
Rated 3 out of 5 by SGOLD The rooms were dusty
The rooms were dusty and dirty, the food was not good, especially lunch for the conference I was attending.
June 30, 2014
Rated 5 out of 5 by Pat55 Fabulous Hotel
I celebrated my 55th BDay 5-9 Sept. I will never forget. First let me thank the great staff especially Jenee' & Monette front desk, Del Pelican Lounge & Josh manager. Now to my hotel room. Words cannot describe. All I can say is Impeccable. I had view of The Mississippi;odd number rooms has city view. I left my shutter blinds open all night . I love that you have shutter blinds & not curtains. I didn't miss the frig & microwave. It keep the room cleaner & free of bugs. I plan to stay with you Essence Fest 2014
September 15, 2013