Rated 2 out of 5 by LBinDC This hotel is a mess!
The Kampala Sheraton should be called a tale of two hotels. The club level rooms vs. the rest.
I initially checked into the property on the SPG level (6th floor), and my colleague on the 5th. He took one look at the room, and immediately moved. I mistakenly stayed one night in room 611. Neither level has seen a renovation in possibly 50 years. The bathroom was old and tiny with no counter space, old shower and florescent lighting. The carpets were filthy, paint peeling, and a general sense of disrepair. I could not believe that I was in a Sheraton. Felt way more like a budget motel one would typically find near an airport, or along an interstate.
Once we upgraded to the 9th level however, it was a totally different story. Lovely room, gorgeous views of Kampala, walk in shower with plenty of counter space and soft lighting, clean carpets and a floor which had been renovated this century. Clearly attention had been given to this room class.
Given the appalling state of (much of) this property's rooms, I would expect S.P.G. to remove the Sheraton brand from the hotel until ALL rooms have been renovated, the a/c system upgraded and all rooms brought up to standard. Until then, I would only recommend the club level rooms.,
Finally, and on a positive note, the grounds of the hotel are gorgeous. The buffet breakfast excellent and the club room very relaxing. In short, if you plan on staying on the club level, this is a great choice for travelers. If not though, avoid this property and stay elsewhere.
January 27, 2015
Rated 3 out of 5 by misterr2 It was a better stay than the previous one
The club room was good and certainly better from the standard room. Nevertheless some signs of wear were more than obvious on the equipment. The maintenance personnel was unable to solve the problem I had with the room's safe or at least replace it. For the rooms with balconies at the front side of the hotel the sleep is a little bit difficult due to the loud music across the street. The food of the hotel's restaurant (not the 7 seas) can get better. The service of the hotel's personnel was exceptional.
January 7, 2015
Rated 1 out of 5 by Hutchinson Pauline Hutchinson
I travel regularly to Uganda and often stay at the Sheraton on my first night. I was very disappointed on my visit on 23rd October 2014 because I was told on arrival that there was no water in my room and if I needed a shower I had to travel down in the lift (10 floors down) to use the fitness room showers. This applied to the whole hotel. I feel that this is totally unsatisfactory for a hotel with the international reputation of the Sheraton chain. I was offered no compensation for this problem and would request a refund of at least part of my booking fee for the inconvenience received as a result of the failure of the water supply. I will have to reconsider whether I use the Sheraton again for myself or my guests in the future.
October 26, 2014
Rated 2 out of 5 by JandH Uneven
Great room, fitness centre, recognition of platinum members, friendly staff.
Internet almost useless - totally inadequate in bandwidth and router capacity to handle the number of users. 2 days in a row the club lounge was late opening - one day by over 40 minutes. Was a bit taken aback to find lots of food that should be kept cool sitting out all day, like salmon, milk (which had gone bad), butter, as well as condiments with mould, that the staff obviously didn't check, notice or care about. The check out process was a bit like watching paint dry. 20 minutes almost. Lot's of smiles though.
May 30, 2013
Rated 2 out of 5 by PaMe This property is a far cry from Sheraton standards
Right from the airport transfer to the allocated room, the standard of facilities/services were far below Sheraton standards. To begin with, the car wasn't comfortable and maybe for that reason it wasn't even branded. Then the room allocated didn't have its lock in working order. After spending two hours on it, the maintenance team had to really struggle to get operations people to allow me to be moved to another room. Of the four nights that I stayed, on three nights,there was no coffee powder in the room, apparently because of supplier/planning inefficiencies.
April 29, 2013
Rated 1 out of 5 by Gjoa Appalling service
There were so many examples of why I would never stay in this hotel again. The main reason was that my check out was, at best, traumatic, where my bill was clearly incorrect and I had been overcharged, and there were taxis that I had taken that should have been included, and just to settle my bill took over 45 mins and I almost missed my flight. Throughout this, the customer service was embarrassing, rude, and unlike any service I have ever received at any hotel I have stayed at. In summary, there are some serious issues with customer service at your hotel.
April 26, 2013
Rated 3 out of 5 by IBRD Not up to Sheraton standards
The hotel's location is it's biggest advantage. While the rooms are decent. The bathrooms are rather small, and very dated. Looking at them once wouldn't say it's Sheraton standards. The quality of food is mediocre and restaurant service is super slow at best. The price of laundry is so exhorbitant that it's ridiculous. The housekeeping and reception staff was great and ever so courteous. Overall a decent place in a good location but much remains to be done to bring it to real Sheraton standards.
April 29, 2013
Rated 4 out of 5 by Chrisw57 Very much improved
I have been staying at the Sheraton for +/- 6 years. There is a big improvement in the service levels. Well done and keep it up. I would at some stage like to meet the General Manager. He is very protected
November 29, 2014