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 GB1951 Beautiful facility
Beautiful facility with full amenities at a great price.
August 10, 2014
Rated 3 out of 5 by wiw84 Good and Bad
I gave low marks for a number of reasons. The room was alright, (worn and need of refreshing) the view was horrible but the fact that we showed up an hour before check in and given a room was nice. The bed was very comfortable, however the noise from the hallways made a good rest unlikely. The amenities(shampoo, conditioner smelled nice but were strange and ineffectual. The bar staff were slow to acknowledge customers and the food service speed was very slow. The staff we had the event were very good but I question why the bar could not be restocked when there was a large demand for certain items. The room service breakfast arrived on time. The eggs were cooked as ordered the potatoes were almost raw and the bacon was overcooked to the point of brittleness. The check out was quick but we left unsure of the charges to our room.
August 4, 2014
Rated 4 out of 5 by NCarter Great Experience
My husband and I thoroughly enjoyed our stay here. Hotel room was clean and comfortable. Pool area was awesome. My only qualm was that the food (particularly breakfast) was way too expensive and I think its ridiculous to charge for wi-fi.
August 5, 2014
Rated 4 out of 5 by AJR14 Serviice is great
Front desk is helpful and friendly and several remember me from month to month. Jennifer and Kate in the restaurant are so helpful, personal and professional. Their smiling faces are always a welcome feature to my stays in Agoura.
August 4, 2014
Rated 5 out of 5 by Aturp Very Nice Hotel
We really enjoyed all aspects of our stay at this hotel. The food exceeded expectations and the pool was really really nice.
August 4, 2014
Rated 1 out of 5 by TonyD697 Valued Guest Until You're Not
I had confirmed reservations for 3 double-bed rooms. I contacted the hotel the morning of check-in to advise I would be arriving late. I added two other names to my reservation in case they arrived earlier. I arrived at the hotel to find they only had one of the 3 confirmed rooms available. The hotel was "completely booked" due to a couple weddings that weekend. Despite having reservations, I waited nearly an hour to see what hotel staff could do. What could they do? Ultimately, they "stole" a double-bed room from another guest and offered me 2 double-bed rooms and a King room with a rollaway. This still left me short a bed for one person. I was then told they have run out of rollaway beds for the weekend so now two people have no place to sleep. Hotel staff was sympathetic but offered nothing else. I was reluctant to accept the rooms however, at 11pm, it was impossible to locate 3 rooms at another hotel.
Beware: As a 'guest', you'll need to accommodate the hotel rather than the other way around. Don't expect any assistance staff/manager or otherwise.
August 3, 2014