Rated 2 out of 5 by Den14 Not so great family stay
Over the 4th of July weekend my family of five made a trip up to sesame place which is located directly across the street from the Sheraton Bucks County Hotel. That was one of the main reasons we picked this hotel for our stay the second was “Your rate includes a full hot buffet breakfast for 2 adults and 2 children and complimentary shuttle service to and from Sesame Place.” Seeing this for a family of five is a great addition. Once we went to breakfast in the morning we found out that this is not true. The breakfast buffet is only included if you book your hotel through a sesame place park package. After talking with the restaurant manager the first time she said that other guests have been saying the same about the buffet and would like to know how we found that. Once we showed her that it was on the sesame place web site for the general description of the hotel she argued with us that what we are seeing is a hotel package, she would not listen to us that it was not a part of a package and it was the description. On the other hand the waitress we had fully understood and she did everything she could to accommodate us and our three hungry kids. After the issues we had with breakfast the day before and the manager we did not even bother trying again the next day in our stay.
During our stay the hotel also had elevator issues, two of the three were working when we checked in, but the day we had most of our movement only one was working. After waiting 20-30 minutes for the elevator to go to breakfast we marched down the stairs from the 10th floor carrying our infant. When returning back to our room we waited another 20-30 minutes for the elevator to go back up to our room on the 10th floor, while riding up we stopped on one of the floors already with a full elevator and a hotel staff member was waiting to take a cart up to another upper floor. She repeatedly tried to force her way into the elevator with her cart, then she said that we have to get out of the elevator so she can take tea and coffee to a higher club member. Why should my family have to get out of the elevator to wait even longer just so a club member can get their morning coffee? After we got our things ready to go to the sesame place we went out to take the elevator again. At the elevator on the 10th floor there were 2 maids and 3 other people waiting already and they said they have been waiting 30 minutes already. So back to the stairs we go this time with the double stroller, park bags for the day, and infant in arms. This was a huge inconvenience having all this in hand and traveling down 10 flights of stairs again.
After the breakfast issues, all the inconveniences with the hotel, and the rudeness with several of the hotel staff we encountered I wish we would have not used my reward points for this stay and we would have picked a different hotel. I am very disappointed with the level of customer service this hotel provided and will not recommend this hotel to friends.
July 9, 2015
Rated 3 out of 5 by MVM718 good, except for the pool
First, the good: the hotel is really shiny and beautiful.
The room was very nicely decorated and comfortable, pretty clean, except for the dusty headboards, but that's really nitpicking, it really was otherwise very clean and impressive. Other reviewers complained of dirty carpets or dirty linens, but we had no such experience.
It's walking distance to Sesame Place, but there's also a shuttle if you can't or won't walk it.
There's plenty of food within walking distance.
Desk staff is generally friendly.
Free cookies and citrus water in the lobby.
Now the bad: there's a mini-fridge in the room, which is great, but beware, it'll probably freeze solid anything you put in there.
Room service is over-priced, which isn't unusual, but there's plenty of food nearby, so it's not too big of a deal.
When we arrived at the hotel, only two of the three elevators were working. By the time we left, they were down to one...not the end of the world, but an inconvenience nonetheless, especially if you happen to be carrying all your bags and an infant.
There's an indoor pool that we were REALLY looking forward to, but sorely disappointed in. It was a huge factor in choosing this hotel. I'd stay further away for a better pool. It's small; the water is salty, which means the water isn't being refreshed often enough, so there's a buildup of human bodily fluids and/or cleaning chemicals (very hard not to be grossed out); you're not allowed to take the towels up to your room, so you're dripping wet and freezing your way upstairs, through the air conditioned hotel; the door to the patio area was left open, which kind of defeats the purpose of an indoor pool, so there was a breeze and my baby ended up with blue lips, even though it's July and the pool is heated. When my husband went to close the door, he was questioned by a somewhat cranky, older lady, who didn't want him to close it, but finally begrudgingly relented.
But the worst part about the pool... at about 6:30 pm, the aforementioned not-so-friendly lady, who turned out to be a hotel employee, informed us that one end of the pool would be off-limits for water aerobics. She then turned on some loud, terrible, headache-inducing music (the Love Boat theme?!) so that just THREE senior ladies, who were really more interested in chatting than doing exercise and seemed annoyed by the presence of other people in the pool, could dominate literally HALF the pool. Within 20 minutes, the 6 or so families who had been enjoying the pool with their kids, gave up and cleared out. I don't mean to sound like a jerk, I'm no spring chicken, myself, but the location of this hotel is clearly intended to cater to the Sesame Place crowd, i.e. families with little kids, so it seems like it would make more sense to have a water aerobics class for seniors earlier in the day, when families are more likely to be at Sesame Place, instead of right around the time families are returning from Sesame and likely to be going to the pool.
Overall, it would have been a much better stay if the pool hadn't been such a huge selling point for us and thusly, such a huge let-down. Otherwise, the hotel is very polished and pretty. You definitely can't complain about the location if you're headed to Sesame Place, though. If you weren't planning on using the pool, I'd recommend it.
July 6, 2015
Rated 2 out of 5 by SPGTravelingFamily Blah Hotel
Travelling exclusively within the Starwood Family of Hotels for many many years, this has got to be the worst hotel we have stayed at. The front desk staff while friendly, was extremely clueless. The lobby is beautiful, but the rooms are VERY DIRTY! The floors are totally gross, the carpet is stained, and dirty... i read another review stateing this, but though "it happens with wear and tear", but these floors are absolutely filthy!
The bed was very comfortable, and made up nicely, but when we pulled down the sheets, there were yellow stains on them... stains happen with white sheets i know, but these were large visible yellow stains right on the top of the fitted sheet, housekeeping clearly saw this.
The front desk staff like i said was friendly, but completely clueless on how to give good customer service, in addition to not knowing how to treat a starwood guest.
The room service food was good, but not consistant. I had a burger the first night we were there and it was out of this world delicious.... the second night i ordered the same dish again, and even ordered the same for my husband, it came, and was just a regular no frills burger... it didnt have the same deliciousness that the dish did the night before, so the chefs are not at the same cooking levels. The menu is also SUPER expensive!!! Plenty of places to eat within walking distance, i would suggest venturing out.
The pool area was GROSS. The lighting was totally off, the filter wasnt working, and the employee handing out the pool towels bombarded us as we were leaving the pool area to go back to our rooms, he demanded we give him our pool towels before leaving the pool area! We did not, we were in our bathing suits and still wet, no way was i having my family walk through the hotel in wet bathing suits uncovered! He then told us WE needed to bring him back the towels bc he was putting up a washload... he also told us that we needed to bring them back down right away since he was going to wait for us. Why on earth cant housekeeping just sort the towels left in the room... and how rude of this person to suggest we walk around wet and in our bathing suits!
Overall, the only benefit to this hotel is that it is directly across the street from Sesame Place, BUT there are also a few others that i noticed right around the same location, and 1 hotel on the same side of the street as the amusment park, so next time we head over that way, we may sadly try a non starwood hotel.
My suggestions on this Sheraton would be a HUGE cleaning and renovation of the carpet in guest rooms, a serious Staff Training in how to welcome and be courteous towards all guests especially SPG members.
Chefs should have better training on how to cook menu choices & prices should be reevaluated.
June 30, 2015
Rated 3 out of 5 by arkhogfan1 nice hotel...except
Very nice and clean suites. The bar right at the lobby is a turn off. Bar patrons outside smoking with beer bottles in hand makes the hotel seem seedy and cheap. Front parking should be reserved for paying guests not visitors to the bar. With the exception of those items its clean and the staff friendly.
June 11, 2015
Rated 2 out of 5 by jod1 Disappointed
I attended a large event and the hotel could not handle it. They were understaffed and the restaurant was understaffed also .I requested Club Lounge access twice via E-mail and never received a response. I acquired Club Lounge access when I arrived only to find it was FILTHY everyday and was NOT adequately stocked. No food or beverages throughout my stay. I notified the front desk multiple times and NOTHING changed!!! Also the hotel staff person that showed up at the Club Lounge up was just complaining about the guest's and would not call for more eggs at 9:35am!! What a joke.
March 18, 2015
Rated 5 out of 5 by Caitlin523 Home Away From Home
I stay at the Bucks County Sheraton at least 1 or 2 times a month for work. The staff is always fantastic and super friendly. I love the convenience of the on-site restaurant and lounge. I typically eat most of my meals there or order room service because I just don't care for the options surrounding the hotel. The wait staff is so accommodating and very personable. One of the biggest perks I find staying at the B.C.S is their on-site fitness center. I'm a marathoner and often times need to wake up for early morning runs. The gym is open 24/7 and I know I can count on clean accommodations and a wide array of gym equipment and treadmills.. not to mention the facilities people are so friendly! With the room renovations, it makes the stay that much more enjoyable!
February 26, 2015
Rated 2 out of 5 by Sarah89 This hotel is very close to Sesame Place.
I was told there was a walkway from the hotel to Sesame Place. This is not so, as you have to cross a very big highway to get to Sesame Place from the hotel. I called ahead of time, and asked and was not told this. So there I was with my two little babies risking our lives crossing that big intersection to check in. For future trips to Sesame Place, after check-in as the shuttle was available whenever we needed it. Though the driver of the shuttle seemed to try to elicit as many tips as possible, saying she makes so little money and of person who took her tips from her van. It was horrible, as I was going to tip her anyway, but she took the joy out of tipping her. I am laid off from work, but felt more obligated and ended up giving her about $12. Total for the combined shuttle rides.
December 19, 2014
Rated 5 out of 5 by evette521 Two thumbs up to Manager Stephen, front desk rep Fernanda, & server Dawn!!!
My little boy, Brian, & I participated in Variety-Phila's December 5th Private Sesame Place event for special needs families. Coming from NY, I opted to stay over at the closest Hotel, & Sheraton is across the street. Being the park was open & beautifully lit, our 9th floor view was lovely. I checked in w/a delightful representative named Fernanda who met my little boy. She understood that Brian has special needs, yet treated him as "Brian". Words cannot describe how grateful we were to be embraced by Sheraton, not ostracized r/t my Brian's disability.
From kind Fernanda, to manager Steven (who was our personal driver), to patient Dawn, our respectful server during our generous & delicious breakfast--not a moment transpired when the consideration given to us was less than exceptional.
Being the parent of a special needs child, I understand how frustrating it can be for staff to constantly adapt to challenging behaviors. Being a Registered Nurse (RN) who works primarily w/special needs children, I tip my hat to all staff I had the good fortune of meeting, but particularly Fernanda, Dawn, & Steven the manger on Duty on Friday, 12/5/14.
Variety-Phila will be hosting another event in Spring 2015. I hope to budget so that Brian & I may stay at Sheraton again & revisit our newly-made friends! Keep your fingers crossed!
December 7, 2014