Rated 2 out of 5 by gfmsugrad Club Lounge Sub-Par & Rude Staff
The club lounge this weekend was a complete shambles! Friday night there were very minimal appetizers to eat and no water in the refrigerator. Saturday morning breakfast was okay, but they were out of fresh fruit. Saturday night after returning at 2 am from the late night football game; again they were out of water. Sunday morning was simply a disaster in the lounge; I went at 9.20 am (they close at 9.30 on weekends!?!?) after the very late football game. The food was almost gone, and the staff person rudely said “we close at 9.30 this is what is left”, after I asked if they were going to bring anything else up. Between 9.20 and 9.30 at least 25+ other people came to try and get food. The hotel was aware it was a VERY late football game and most people didn’t get in until between 2 and 4 am, the lounge should have been kept open a bit later. It appears they figured most people would still be sleeping so they didn’t bother to put out much food and were rude about it when people inquired. Very poor club level service.
The property itself seems to be going downhill. The pop machines had been broken into and were just sitting there wide open all weekend. The room was hard to keep at one consistent temperature; the fluctuation went from 68 to 76 while trying to keep the room at 72.
Overall, very disappointing stay.
September 9, 2013
Rated 5 out of 5 by gfmsugrad Nice upgraded property
This property has really transformed itself, from a 4 points to a Sheraton. It is very clean with a great helpful staff. This is a great property to stay at when in Ann Arbor.
May 12, 2013
Rated 4 out of 5 by gfmsugrad Great Staff
The staff are great at this hotel (even to MSU fans!). Also, a sure bet to stay here.
October 23, 2012
Rated 5 out of 5 by Missy55 Very nice hotel overall
Have stayed here several times. Each time was a great experience. The staff was very friendly and professional. The location of this hotel is a plus.
December 16, 2013
Rated 5 out of 5 by JimF12 Nice place in Ann Arbor
This is the nicest place I have stayed in Ann Arbor so far; the only suggestion I had for staff was regarding our toilet, the seat did not stay up when put in that position, and when you flushed it would "attack" your knee (men, this is). Otherwise, a good stay all around.
December 7, 2013
Rated 5 out of 5 by buckgoblue Awesome Stay during very busy time
We stayed here the night before the UM OSU football game. Even with tons of people at the hotel, they managed to make our stay enjoyable. They dropped us off and picked us up at Chrisler for a BB game and helped us get a ride on AA bus the day of the game. I would definitely stay here again.
January 23, 2014
Rated 3 out of 5 by StateStreet2 StateStreet2
In handicap room. Had only one sort of comfortable chair. Bed high and hard for shorter person to easily access. New safety plugs on night stands hard to use. No fresh coffee/water put in room each day. And, room close to outside door, but a very, very long walk to restaurant and meeting rooms. To ck out, waited over an hour for cart to come to carry out our luggage... Never came. Very helpful staff member, James,, happened by as we were struggling with our luggage... And he helped us carry everything to our car!
January 13, 2014
Rated 4 out of 5 by SPG1 No Platinum Recognition
Although I am a platinum, there was no recognition at checkin with the exception of my keys being put into a platinum folder (and I was not asked as to which platinum amenity I would like). I was put on an SPG floor but there was no room upgrade. I did not see the Platinum Lounge on the SPG floor so I called the front desk, only to be informed that the lounge was flooded last week (and as such, sealed off from access until it was fixed up again) and that a temporary one had been set up off the lobby (nice of them to tell me this at checkin!). I inquired about free the breakfast for platinums and was asked if I had received restaurant breakfast vouchers at checkin for the restaurant (as the SPG lounge was closed). Obviously I had not so I had to go to the front desk to pick up the vouchers. After this everything was fine re the substitute lounge (good hors d'oeuvres) and a great hot breakfast in the restaurant..
October 23, 2011
Rated 5 out of 5 by Scubajill Above and Beyond
I would like to compliment your front desk person immensely. Upon arriving and realized I had booked the Detroit Airport hotel and not the Ann Arbor, Denzel went out of his way to help me. Not only did he get me a great room after a 14 hour work day, he cancelled my reservation at the other hotel and brought my purse I had left at the desk to my room. Way to go!
March 8, 2013
Rated 2 out of 5 by CanuckTraveler Disappointing experience
This was my first stay at the Sheraton Ann Arbor and I was disappointed from the start. The front lobby staff were unfriendly and did not meet any of the standard expectations of a check in. We asked for a toothbrush and rather than having one brought up they tried to sell us one. Calling the front desk was a chore at many times it went unanswered. I would not recommend this property.
January 3, 2014
Rated 5 out of 5 by Greg49428 U of M Campus Day Visit
Our son was admitted to U of M, so my wife and I thought we would spend the night before Campus Day. We used SPG points for the stay, and we were not disappointed! The hotel is very clean and the location (right off of I-94 and State Street) is ideal. The people greeting us at check-in were very efficient and cheerful. I can't believe how welcome they made us feel, even though we using points for the stay. The room was very clean and quiet. This property is listed in the Level 3 SPG category, but it's seems like it should be in a higher category. I think we found our new home away from home in Ann Arbor while our son goes to school there...
April 23, 2013
Rated 5 out of 5 by Siouxie Super Hotel - Great Rooms & Amenities!
Wonderful rooms with super soft beds, clean and new carpeting, and friendly staff. Loved the clean pool and exercise facility! We had a blast visiting the sights of Ann Arbor and coming back to such a welcoming Hotel. The Sheraton is across the street from Briarwood Mall, right off the I-94 Expressway and main road, (State Street), into downtown Ann Arbor and University of Michigan. Nice bar off the spacious Lobby and restaurant on site as well. I'd come again as this was a great Hotel with a gracious staff, from the General Manager to the cleaning techs that made sure we were enjoying our stay.
Try this Hotel - You won't be disappointed!
February 18, 2013
Rated 3 out of 5 by FlaCip Not customer friendly
While the rooms and facilities were nice, the staff did not meet the standard customer friendly. Everything was a hassle for them. We originally reserved a handicapped room for an elderly relative. Our confirmation did not reflect it. Trying to get them to respond to our issue was useless. Kept getting the "sorry but there is nothing we can do". When we arrived, we had a handicapped room after dozens of emails saying that we wouldn't. Then, after asking repeatedly throughout the day how long the bar was open in the evening, we were assured that it closed between 12:30 and 1. We returned with a good size group from a wedding at 12:15. Though many had just had their glasses refilled, the bartender refuse to serve us saying that "they were closed". He was still behind the bar but refused to serve us. Now, we all only wanted a single drink and didn't intend to stay long, but not even one was served. Another party came in immediately after us and was told the same thing. The staff "offered to call us a cab to a bar", but since we only wanted a single drink and had elderly people with us, this was not an option. At every point, the staff was only interested in telling us what they would not do rather than what they could do to help us. "Us" now totaled about 30 people, all looking for a single glass of wine or beer. We would understand the bar being closed, IF we had not been told continually throughout the day it would be open. All in all, I would not stay here again. If your workers do not care to make the customer happy, then forget it.
May 24, 2013
Rated 4 out of 5 by irish a friendly experience
Staff was excellent as was location.
The only items that needed attention were the cleanliness of the tables under the glass on the desk as well as under the tv. Surprised the linens are not pressed. Hard to regulate heat in room.
Club level was great. Quiet and great to have the reception room. The young man taking care of it the nights we were there was fantastic.
I was not told anything on Starwood I thought when I called for reservation the young lady signed me up but I had no mention of such on my visit nor anything on any points from staying as well as 500 extra points (?) for not having our room attended to
March 25, 2013
Rated 5 out of 5 by Jennifer Exceptional Customer Service Received
Room Service informed me they would have my meal to my room within 30 minutes with a phone call to let me know they were on their way. Unfortunately, after an hour of waiting I had not heard from them or received my dinner. I contacted Room Service to check on status and spoke to Miranda. She listened and apologized immediately. My dinner wasn't done and I told me that was unacceptable. She had my dinner to me within 15 minutes free of charge and refused to take a tip. What could have been a horrible experience was turned around into a superior customer service experience by Miranda. Thank you.
June 1, 2013
Rated 1 out of 5 by JON73 Sheraton's Greed and Shabby Customer Service
We were to arrive in Ann Arbor on Thursday evening, February 7th. We live four hours away. A Snow storm hit us in our hometown and we couldn't leave. I called Sheraton, Ann Arbor at 8:00 a.m. to let them know. I asked if we could still arrive on Feb. 8 and they said yes but they couldn't refund the missed day. I tried to reason with them that we absolutely couldn't travel as we had 7 inches of snow and wind but they responded, "No Refunds". Not only did they not refund but they were also fairly rude about it. I called a corporate number and got the same response...never again Sheraton...we'll find other accomodations. Sheraton is what is wrong in the U.S. in customer service/relations. Pooh!
February 14, 2013
Rated 2 out of 5 by m123 Nothing Special
My husband and I recently stayed overnight for our 1-year wedding anniversary. I was quite surprised that your staff did nothing to help make our stay special, not even ask if we needed assistance making a dinner reservation or special accommodations. I've been a travel agent for over 10 years and I've never been to a hotel, nor sent a client to a hotel that did absolutely nothing to make their stay special, despite the event being indicated on the reservation. As a travel agent, I'm always looking for local hotels to recommend to my clients, especially when they're celebrating a special moment in their lives. Sadly, I cannot recommend the Sheraton Ann Arbor as anything more than a place to sleep.
March 23, 2013
Rated 3 out of 5 by previousgraduate poor front desk service/food service
The front desk made multiple mistakes with our room (s)-re had reserved 5 rooms under 1 name and they were mixed up (in terms of 2 queens vs. 1 king) and 1 room was mistakenly given away. The front desk (Dale) was not apologetic-in fact, Dale was almost "smirking" because he was convinced that the mistake was on our end. This was very insulting and disappointing. Also, we reserved the garden room for 18 people for dinner, and put our orders in advance, but had to wait over 40 mintues for our drinks.
November 13, 2013
Rated 4 out of 5 by kvee Sheraton
I have stayed in this hotel the same time for numerous years. They have done a remodel and it is nice. Staff is very friendly...room is very comfortable. The bar charges way too much for a glass of wine...$10.50?????more than in NYC...
December 9, 2013
Rated 2 out of 5 by MikeG51 Mike Stathakis
We have stayed at this hotel many times (6 times) because we are Starwood members. This was our worst experience, We were in room 232 for two nights, right next to the elevator and ice machine. The noises from the elevator and ice machine kept us up all night. We hardly slept for two nights. No one should be put into this room, this is unacceptable. We read other reviews on this hotel and others have complained about the same problem. The walls are so thin you can hear everything in the hallway.
October 21, 2013
Rated 5 out of 5 by Ace14 Nice holiday stay
Steve, as usual, our stay at your hotel was excellent. We have been staying there since our daughter came here (Ross Business School). We will return in May for graduation.
December 2, 2013
Rated 5 out of 5 by TripCMB looking forward to coming back
...which is not something I say often. I travel alot and am pretty critical of hotels. This hotel appears to have been recently renovated as well as the rooms. The bed was super comfortable.....like Westin Heavenly Bed comfortable. Slept great....which is rare
Staff was always friendly and smiling, I actually felt welcomed here. Nice!
November 20, 2013
Rated 5 out of 5 by aafirsttimer Great Ann Arbor Getaway
It was my first visit to Ann Arbor and to a Sheraton hotel, and my expectations were exceeded. My room was comfortable and clean, linens were fresh, and most of all, the staff was exceedingly professional, accommodating, and friendly. While I didn't dine in for my stay, I took advantage of the amenities, particularly the fitness center (which provided individually packaged headphones, towels, and water cooler). My only recommendations are to expand the programming options on the cable/satellite system, and to check the room key scanners at the various entrances (I appreciated the secured entrances despite the occasional problematic entry). I cannot say enough about my positive experience, and I would stay here again when I travel to Ann Arbor.
May 28, 2012
Rated 2 out of 5 by Anish staff is rude
The staff is rude and gives very little information about the hotel like which is the closest elevator to get to the room.
I have rarely seen them greeting the customer. Being a platinum member I should have got access to the Lounge but evrytime I check in, i have to ask for access. They mention that thier system does not show I am a platinum member. I was given a handicaped room without even informing me. And its just not me, my other colleague have had similiar experience.
On a positive note, Hotel is clean and nice. Great Location.
December 20, 2011
Rated 5 out of 5 by Tregg01 Wonderful Third Stay
We stayed at the hotel for a third time on June 17, 2012 and had another fantastic experience. The public areas, people, rooms and Club lounge were all top notch and we were upgraded to a Club level room by the front desk personnel (they indicated that this is rare for Gold SPG members, but we lucked out). The room was very nice and the Club lounge provided free snacks and breakfast in the morning. We are scheduled to stay several more times in the coming months and are looking forward to more great experiences. One of our favorites!
June 22, 2012
Rated 5 out of 5 by Chicago16 Short But Sweet
We arrived very late in the eveing after having a wonderfull meal at the Real Seafood Co. in Ann Arbor...the front desk staff provided EXCELLENT service, the room was spotless and very welcoming...great guest service and the facilities to back it up! WOW!
November 18, 2013
Rated 4 out of 5 by jclem09 Beautiful rooms
I stayed 3 nights and had a fine time. The rooms are nicely decorated and comfortable with many useful amenities.
My only complaint is about the shuttle service. I have 2 days of good service and on the last day they dropped me off at my destination. Later that night (around 5) I called to request a return shuttle. There was no service that night. I hadn't planned on this and they didn't let me know in the morning. If I stay there again, I would confirm shuttles ahead of time because they do not provide clear answers.
December 7, 2011
Rated 3 out of 5 by Sfam This hotel needs improvement
Front desk told us they'd call when our room was ready, since we arrived before check-in time. No call. When arrived back after official check-in, still no room available. Then only able to find low floor room. Front desk staff told us we could wait until a higher floor room was available, but after waiting more than 1 hour, told no better rooms available. (Not sure why they couldn't have figured this out initially.) Finally Ivorie, front-desk manager apologized (she's the only one on staff who had done so). This is the 3rd time we've stayed at this hotel, and each time gets worse. No diet coke in club lounge in 3 days we were there. (Not sure why they couldn't have restocked; Costco is located less than 1 mile down the road!) Next time, we'll look to stay elsewhere.
February 19, 2013
Rated 3 out of 5 by mudlark loud hallway
My impression is that most people's experiences are better than ours were, but I'm guessing they weren't given a first-floor room. It was pretty loud. We were also surprised to find the room wasn't quite clean: the bed skirts and the end tables needed attention. And there was only one regular coffee packet. These last two issues are probably the result of rushing/over-burdening the cleaning staff--just guessing. However, the friendly front desk staff did send us more coffee, and our experience otherwise was positive.
August 7, 2012
Rated 2 out of 5 by zlzoul Sheraton?
Went there at about 10PM, the key was already made but not functioning (another round trip to front desk to get my key ready). The lobby was crowded and noisy (seems like a party is taking place). The front desk girl didn't know Gold member could get a welcome gift.(First time ever did I encounter this problem). The most unacceptable part was a random underwear was hanging in the bathroom... I wrote a comment card when I check out the next day, but never got replied.
The room facilities are nice anyway.
June 6, 2012