Rated 1 out of 5 by Disappointed52 Not what I would expect from a Sheriton
We came for our anniversary..to start with stains on floors walls and side chair and curtain..we travel with a blacklight and that room glowed..didn't feel compfortable even sitting on chair so I called front desk told them of stain on chair..asked for at least something to cover it..they sent an employee with sheet..no apoligy..a sheet! We thought we were getting a king room with a view..we got a block wall and a parking lot..we thought we were getting a patio/balcony..we got a window that was screwed shut...after suspecting body fluids in room..chair wall and curtains we didn't take advantage of pool area..since the room wasn't maintained who knows about pool...overall our romantic weekend was a big disappointment!
August 25, 2014
Rated 1 out of 5 by EHR88 Not the experience I had hoped for
We stayed at the Sheraton Agoura Hills for two nights for a friend’s wedding this past weekend. Unfortunately during our stay we ran into a few issues, which left such a sour taste in my mouth, I HIGHLY doubt we will be returning in the future. This saddens me because the hotel itself, was beautiful, clean, and conveniently located right off the freeway. When we initially checked in we were not greeted warmly. It was very uncomfortable having people and staff look at us as if we were in the wrong hotel. We were also not offered any assistance with getting our bags to our room, while other guests were offered those services.
Once all of our information was gathered and payment was made, we were not offered a print out of our stay. We were pushed however, to sign up for the rewards program, which we signed up for. When my boyfriend checked his account he was instantly upset due to the fact that the hotel charged us almost $100 OVER what our total was! Our room rate was secured at $149 a night. Our total was roughly $335 however his account was charged $417!
When I asked him for the receipt he said they didn't give him one. I called and asked if one could be provided and was quickly rushed off the phone saying “it was going to be a zero balance anyways and there is nothing to see on there.” - VERY UNPROFESSIONAL! I was not satisfied with that response, so we walked back and asked for a print out in person.
When we were finally asked “Can I help you?” by a tall man at the front desk, I asked if we could get a print out and he responded saying "a print out of what?" It was very rude. The young lady who checked us in initially said "Oh I remember them" and the gentleman at the front walked away from us and just let the other girl take over. He was very pleasant and helpful to the other guests who came in after us however.
We were then given the same spiel about the print out having a zero balance and that they couldn't do anything for us. I asked about why the charge was so much higher than our reservation summary. She explained (again very rushed) that 12% tax per night and incidentals of $50 were charged and upon check out the incidental will be released. That wasn't good enough for me but I felt so uncomfortable and embarrassed that we just took our print out and went to our room. Once we got back I crunched some numbers, and even with the 12% tax per night and $50 incidental, there was still an unaccounted for $30+ dollars. At this point I am extremely frustrated. I called customer service and the woman I spoke to on the phone was even worse! She clearly did not want to help me by the tone of her voice (mind you, I have a customer service AND accounting background so I know what I’m talking about) She didn't even want to TRY to transfer me to the front desk. I asked her if I could speak to a manager and she kept telling me to call the front desk. OK Fine. I called the front desk and spoke to a supervisor who, AGAIN rushed through the $50 incidental and 12% tax per night. OK I got that, but I asked her, even with those numbers, there is about $30+ dollars not accounted for. She told me that I needed to take our room rate ($149 x 2 nights) and ADD 40% tax which she said included the nightly tax @ 12%, plus $1 per night for city tax AND the incidental which depending on the room rate, room, and duration of stay could vary. WHAT?! That did not add up in my book. It was truly a terrible way to start off our mini vacation. My boyfriend was very unhappy due to the fact that this $417 overdrew his account. It was a total curve ball neither of us were expecting. In the email confirmation of our reservation the fine print DID state the 12% tax per night and it mentioned “Tbid” (I’m assuming that was the incidental) however that was not explained in the email or at check in. I have never had that happen upon checking in or staying at a hotel, and I travel frequently. It would have been nice, to have had someone take the time out and simply explain to us the total charges and why they were such, instead of staff repeating policy and procedures to guests when they have a question about their charges. It felt so impersonal.
August 11, 2014
Rated 4 out of 5 by DivaGram A Comfortable Night's Stay in Agoura Hills
If you find yourself traveling the 101 Freeway heading south toward LA, but don't want to brave the city itself, you might want to stop at the Sheraton in Agoura Hills. Set on a hillside, away from the hustle and bustle of traffic noise, the hotel is large, comfortable, and boasts a great pool, lively bar, and good eats. The beds are wonderful, and the staff very helpful. Only minutes to dining and other entertainment venues, you are also able to access Malibu just over the hill. Universal City, and Hollywood are only a 20 minute drive, and all the other attractions that LA has to offer are easily accessible. Another plus...the hotel is pet friendly!
July 8, 2014
Rated 4 out of 5 by yes17 great hotel
nice and cozy, easy access to Malibu. Only thing I would have wanted was breakfast included
August 30, 2014
Rated 5 out of 5 by LindsayMM GREAT hotel
We had stayed in different Sheratons, and this is by far the best. We were VERY surprised. We payed with our Starwood points, and it was a great value. Rooms are large, comfortable and clean. Beautiful lobby and great staff! Exactly what we needed after a long day on the road.
August 27, 2014
Rated 4 out of 5 by cadconbosbis Convenient
The disabled parking is locate a distance from the main entrance.
August 25, 2014
Rated 5 out of 5 by Lockman1 August Agoura Hills
Accomodations and Excellent staff. Location 20 minutes from beaches in a very nice area. I have stayed here many times in the past few years, and always pleased.
August 22, 2014
Rated 5 out of 5 by AMSPG Excellent Location for a Quick Malibu Trip
My wife and I decided last minute to head over to Malibu for the Labor Day weekend. Being an avid Starwood member, I looked for a few hotels in the area. We chose this hotel because of the great points and cash offer, and it being near Malibu.
After a day of Mountain Biking in the Malibu Mountains, we arrived to the hotel tired and needing a shower. The hotel was very nice and clean, the service was quick and efficient, and the rooms were in near perfect order.
We ended up heading out to Malibu for dinner which is a really nice drive through the canyon and only takes 30 minutes or less.
Overall, we will definitely stay at this Sheraton again.
September 6, 2012