Rated 2 out of 5 by K2012 Too many problems to ignore
First, the good things. The pools were nice and my family enjoyed our time at the pool. The location at 35th St is good for us, as we far enough away from the events on the beach not to be disturbed. The staff were courteous and the front desk upgraded us to a 2 queen bed room as a SPG gold member.
Now the bad. Parking is poor. The parking lot is across the street and there are not enough spaces when the hotel is full, like on a holiday weekend.
The bag handler asked if we needed a cart when checking in. So we unloaded in front of the hotel and I went to park the car while my wife and small kids went to check in. When I return, I find out they had to wheel the big baggage cart to the room themselves because the guy just gave them the cart!
Air conditioning in the room is inefficient. The side of the room near the air conditioner was cold, the rest of the room was uncomfortably warm/humid. Sleeping the closest to the air conditioner meant wrapping the comforter around you, while the other side kicked off the blankets.
Housekeeping came each morning before 10:30 to clean. Each time we had to tell them to come back later. So one day we put the "do not disturb" sign up and put it away when we left later in the morning. We returned to find the room was not cleaned! We called the front desk and they said the cleaning people left for the day already, so we had no clean towels or new shampoo/soap, unmade beds, and full garbage cans! We had to wait for them to bring us soap, shampoo and towels, so we could clean up and go to dinner. Of course, this made us late for dinner which caused us to lose our reservation.
So after losing our reservation, we came back to the hotel and decided to eat in the hotel restaurant. This was my worst experience in a hotel restaurant ever. Service was non-existent. Right before we walked out, the waitress appeared so we ordered. After a long wait (no bread or water), we got our food, but the order was wrong. Then after waiting for the correct order (still no bread or water), the food was room temperature, the FULL portion of seafood tortellini looked like a kids meal, and the fettuccine with chicken came with spaghetti instead. We had to REQUEST bread after dinner as we were still hungry. Then to top that off, our bill was wrong and we sat around waiting for that to get straightened out (twice) while I went to refill my own water from the pitcher at the serving station. I should add that there were maybe 1 or 2 other tables besides us the whole time, not counting the smart people who left because no one came to take their order.
The hotel itself wasn't so bad, but the service and restaurant were so poor that it ruined our stay.
September 5, 2012
Rated 4 out of 5 by ctar Hotel Convenient and Nice but Cust Service Needs improvement
We enjoyed our 2nd year here using Starwood points. Love the convenient location and pool. Only issue was with service. We were supposed to get 20% off food at the hotel restaurant when using our starwood amex, but the discount was never given. I tried to get it fixed during checkout, but they couldn't do anything about it and said we should have told the waitress when the bill came. I think the wait staff should be better trained to look for the starwood amex and the front desk should have done something to reimburse us. Even a couple free drink tickets would have done the trick. Front desk needs to focus on better customer satisfaction. Also, the coffee pot in the room was terrible (we even asked for another to see if it would be better). Both leaked during brewing and burned my hand a couple times as I tried to clean up the mess!
July 6, 2014
Rated 5 out of 5 by TC1973 One Night Getaway
This was a wonderful one night trip for my spouse and I. It was great that we could bring our two pugs and enjoy the trip with them as well. The hotel was very clean and I was very impressed with how courteous all of the staff were. Lee at the front desk took extra good care of my requests and was happy to assist me. The location was a very nice area on the beach which you can just walk on over to. We will definitely be back to this Sheraton on our next visit to Virginia Beach!
July 4, 2014
Rated 1 out of 5 by Kim01 Poor service from staff
The hotel was beautiful. We had ocean view room right on beach. The staff was another story not helpful, accommodating,or knowledge about their hotel.
Would not recommend this hotel because of the staff.
June 29, 2013
Rated 5 out of 5 by Traveler91 Nice Location
Hotel was very clean! Staff was helpful and enjoyed the location of the hotel!
July 12, 2014
Rated 4 out of 5 by AmyJack17 Great time at Va Beach Sheraton
We love staying in Va Beach and have a few hotel requirements - staying on the north end, outdoor pool facing the ocean, bar with food options at the outdoor pool, ocean front rooms and suites. The Sheraton has all those things and is really nice. We had a great stay there. As to be expected with an ocean front hotel, the food and drink are very expensive. However, for convenience, it is nice to not have to get in your car to drive anywhere for just about anything.
July 4, 2014
Rated 1 out of 5 by VAJune2013 Horrible hotel
I am a Starwood Preferred Guest and have stayed in Sheraton hotels all over the country. This hotel is by far the worst I have ever been in. The only positive part of the experience was the parking valet, so that's not a great indicator! I have never stayed in a Sheraton that did not give preference on floors to SPG members. The room they tried to give me was the worst in the hotel and completely inadequate. When I tried to come back downstairs to the front desk, I waited through five elevators that were packed full (the hotel only has two) and ended up having to walk down several flights of stairs with a heavy suitcase. I did not even stay one night, got in my car and drove back home. I would never, ever stay in this hotel again.
June 18, 2013
Rated 5 out of 5 by Sassy73 Absolutely Amazing
This was a short weekend away for the kids spring break. This hotel is absolutely amazing! Whatever you need is at your fingertips. The hotel staff was great from the beginning to the end. One of the hotel front desk attendants Marcus went over and beyond to accommodate us after their system went down. When we arrived, we could not check in for about an hour and Marcus made sure we were comfortable and got what we needed until the system was back up and we could check into our room.
Lastly, I did not bring my doggie, but I was very sad that I didn't. I have NEVER been to a hotel that was so pet friendly. The pets were everywhere, but the cleanliness or the atmosphere was not affected in anyway - only enhanced.
I would recommend this hotel for any occasion and cannot wait to return! My Family loved it!!!
April 7, 2014
Rated 4 out of 5 by 5BeachLuvrs Great for family vacation
We have been vacationing here for years and truly enjoy this hotel. I really liked the guest laundry facility, fitness center, and the new suites and Sweet Sleeper beds. I miss the old outdoor pool since it was more shallow and zero entry (perfect for little kids). All of the staff (bellhops, front desk, restaurant waiters, and housekeepers) were friendly and helpful. Only one downside was the new chef - seemed to us that the food quality has declined (such as, instant grits for breakfast - yuck, not-fully cooked salmon, and very greasy flounder).
July 17, 2012
Rated 5 out of 5 by Sue08 Great Hotel
The Rooms are wonderful as well as the Hotel. The staff was inexperienced and could use customer service training. Friendly. I would not recommend the restaurant, slow and inexperienced and not customer service oriented.
July 7, 2014
Rated 5 out of 5 by Mike353 Great location and great staff
Patty and I stayed with you last week as we traveled from NY area to Raleigh; we had an incredible room and appreciated the Platinum upgrade to the cabana suite!! THANK YOU!
We were especially impressed with Bekah at the front desk...she was a gtreat first impression for your facility.
Also noteworthy were Samantha and Kelly at the pool bar and resturant. They were both very professional and knowledgeable about the local area.
We will definately come back again for a longer stay.
Mike and Patty Milner
Rear Admiral, US Public Health Service (Retired)
June 18, 2014
Rated 2 out of 5 by Annette5 Below Expectations
First let me begin with we are not complainers however I feel as if these issues need to be addressed. - I had called a week a head of arrival and requested a low floor room. Upon arrival we were told our room was on the 10th floor~out of 11!
Second, the bathrooms of these new renovated rooms are extremely small and do not offer towel bars except in the shower itself. We also only received 3 bath towels, 2 hand towels and no wash clothes the first day. I asked the housekeeper if we could have more of each to only get 4 bath towels, 3 hand towels and 2 wash clothes the next day. I found a storage room located close to our room that was unlocked and helped myself to the towels there after. Next, the pool area is not what you will get that is shown on the web site it is a small pool with a fountain in the middle and no pool side cabana except a bar off to the side. If this is something that changed after the fact of the renovation than a change should be made to the website (which is easy to do) so that it does not mislead others with false advertising. Speaking of the pool, we watched several people that had brought coolers and snacks to the area be told that they were not allowed to bring those to the pool and if they wanted a drink or snack they needed to purchase them from the hotel's bar. I have never experienced this before as most people do indeed expect to bring drinks and snacks to a hotel pool while on vacation. As long as there is no glass I see no problem allowing people to do so. It did not seem to be an issue with keeping the poolside clean as I had stated before they were all told that if they wanted snacks, food or drinks they needed to purchase them from the hotel cabana. This alone makes me not want to return to this hotel for I think such a rule is ludicrous. I also noticed a very bad smell coming in the doors from the beach located outside the elevators each day. Lastly, the wait for the elevator is extremely long and slow so be prepared for that issue as well. The only thing good I can say with our stay is the bed's are extremely comfortable, the staff for the most part (other than the poolside bar/cabana people) are helpful and nice, and the location of the hotel is good.
July 23, 2012
Rated 4 out of 5 by Else73 The comfortable Beds are the Hotels greates features.
The staff of the Hotel is very friendly and willing to help. We enjoyed the size of the room but not the location. We looked forward to ocean front and received a corner room Ocean view above the noicy airconditioners. Having booked our oceanfront room month in advance, we did not expect that and were very disappointed.
We also did not realize that there was complementary coffee ofered in the Lobby. No one pointed that out at check in or later. The coffeemaker in the room was not satisfactory for 3 people.
September 19, 2012
Rated 5 out of 5 by BusyTraveler Superb Stay 2nd year in a Row
For the second year in a row, our vacation during the July 4th week at the Virginia Beach Sheraton Oceanfront was excellent. Facilities were beautiful; we love the North Beach location (quieter) and the cabana room we stayed in was awesome. Food was excellent at both the Fusion Restaurant and Cabana’s Restaurant. Fish and chips the best at Cabana’s, and awesome pancakes and omelets every morning in Fusion.
However, it is the staff at the hotel that makes it among the best Sheratons we have stayed at. Amanda at the front desk did a wonderful job pre-planning our trip before we arrived and was able to place us in a Cabana Suite for our stay. Jereny was an outgoing and very helpful bellhop. Katie at the front desk helped us extend our stay and was wonderful to us throughout our entire tip. Big kudos to Angel, whose service was excellent at Fusion every morning for breakfast, and a big thanks to Kara in the kitchen for her excellent meals and big bowls of fresh strawberries every morning.
One recommendation, as I believe everyone grows from constructive criticism. On numerous occasions, only one person was at the front desk when I needed something, and I was second or third in line. However, the one front desk staffer was struggling with a customer (collocating rooms, early check-in room availability searches, etc.) and the staffer never called into the back room for assistance. I was second in line checking out and it took over six minutes as the line grew to five people waiting and the front desk staff did not call for assistance – and the staffer was clearly struggling with a guy trying to check in early and collocate rooms and bedding issues – it was a mess . However, as I was waiting, twice an individual emerged from the back room to discuss making a bunch of change for the registers, and then retreated to the back room without helping me or others in line. Not good. It does not matter is one or twenty people are in line, all attention should be directed towards your patrons – staff can obtain change at other times when the front desk is dead. I would not raise this concern except that it happened three different times on this trip on three different days with different situations – and when checking out I actually left the line and grab a staffer in a blue shirt from the lobby to come help me as I was getting tired of waiting. My one recommendation this trip is staff needs to be better trained in focusing all energies on waiting patrons, and quickly ask for assistance from other staff or management as the need arises. When on vacation, the last thing I want to do is wait.
Otherwise, this trip was EXCELLENT and our family looks forward to coming down again next year in 2015 for our 3rd yearly trip in a row. We could not ask for a better place to stay, better service to be received, or better people to be helped by. Thank you VB Sheraton Oceanfront !!!
July 11, 2014
Rated 5 out of 5 by CindyToys Great Mother/Daughter weekend
Spent last Saturday - Monday at Sheraton Virginia Beach and had a wonderful time with my adult daughter. We also brought our dog for the first time to the beach and had a pet friendly room. Everyone from the front desk giving us SPG drink coupons, to the bell men and bar staff - were very personable and welcoming. The location right on the beach is fabulous, the indoor pool was nice (a bit too cold for outdoors) and we enjoyed walking the boardwalk and the free concerts over the weekend. The only complaint was that the hot tubs did not work by the indoor pool. They were warm but no bubble action. We would definitely come again.
May 20, 2014
Rated 2 out of 5 by Scout remodeling, but not told when reserv. being made
if we had known that we could not get type of rm requested due to remodeling project we would hv stayed at Westin. We were told all that was left was partial view, twin beds, we asked if we could pay for upgrade, & told nothing avail, even tho many rms seemed empty that eve.. Water in bath was a trickle, Had to go out front entrance to get to beach, work in back., Front entry needed paint, dirty.Dishes not cleared after breakfast or dinner for more than 1 hr. Suppose to stay 2 days, left after 1.
May 10, 2012
Rated 4 out of 5 by Traci3256 Nice hotel and good location!
We really enjoyed our most recent stay at the Sheraton. Rooms were super comfy and clean. Maid service checked in to see if we needed any supplies. Beach access was a little difficult because of construction. Beware of the pool/hot tub; heavily chlorinated. It bleached out 4 of our swimsuits, after the 2nd day of going and we realized it and I wouldn't let my daughter go back. It turned a black swimsuit brown. Not sure if it was just during our stay but I would double check before entering.
May 7, 2012
Rated 2 out of 5 by Helen1957 Needs some fine-tuning
Bathrooms were so small and poorly planned that you had to stand in the corner by the tub to shut the bathroom door. No tissue in box, 1 piece of paper on the bent up note pad, mirrors and sliding door filthy. Toilet ran and ran and had to jiggle the handle. Had problems with the TV remote and front desk girl said "just use the arrows, I have no idea" (never offering to send assistance). Probably wouldn't stay here again.
March 10, 2014
Rated 5 out of 5 by Dek17 Right on the beach!
Pleasant & helpful staff. Small Refrig & microwave in room. Great beach hotel!
July 5, 2014
Rated 4 out of 5 by Larrij1960 Friendly staff
I was very impressed with all the staff at this hotel. They were very attentative and understanding of my needs. The hotel was nicely decorated, very clean and also pet friendly.
July 4, 2014
Rated 1 out of 5 by Mark1959 Awful
Overflowing toilets from friends room from basic flush. Food service the worst I have ever seen. 35 to total of 55 minutes wait time for food that was wrong! The bar ran out of my brand of draft beer! I will never stay at this hotel again.
July 3, 2014
Rated 5 out of 5 by Ferris13 Good Rooms/Facilities
The room was very spacious. The bathroom was a bit small.
It was difficult to set the room temperature.
The meeting room temperature was very cold but the rooms were spacious and great to use for conferences.
The view from the meeting area is spectacular!!!
April 14, 2014
Rated 3 out of 5 by andyb123 conveniently located
2 areas of improvement. 1. the dogs and all that encompasses. Hair, smell and noise 2. public use space a bit too small, fitness center, outdoor bar.
July 4, 2014
Rated 5 out of 5 by HenryC Great staff and good food!
I stayed at the Virginia Beach Sheraton hotel with my family from July 18-23 and I had the most wonderful time. We have been coming to this hotel for last 3 years and this hotel not only transformed to more modern facility, but the staff are wonderful. All the staff were very friendly and helpful throughout our staff. The new happy hour menus were great and with a great staff, we kept ordering oysters, chicken wings and local beers at the beach side restaurant and wine and fish taco at the main lobby bar. Please send my compliment to the entire staff and to the general manager for making the hotel vary family friendly hotel.
Some guests were complaining about having only 2 elevators at the hotel. Well, that’s what stairs are for. Our room was on the 9th floor, but we didn’t mind walking up time-to-time to get exercise!
July 24, 2012
Rated 3 out of 5 by Krandolph Evening staff was wonderful
The evening staff and the gentleman in the resturant at breakfast was very nice and helpful. As for the stinky room that reminded me of the super roach motel I stayed in when I was young and dumb could have had some hot water and the carpet could have been cleaned. The evening staff should be the main staff because they cared and tried to be more helpful. Beautiful surroundings of the Ocen and the beach. I EXSPECT more from a Sheraton than what I received.
January 26, 2012
Rated 5 out of 5 by RoxyPA Beyond Our Expectations
Our stay was in the last week of June and the Sheraton and staff were above and beyond our expectations. We booked sight unseen so we weren't sure we would like the location. We were pleasantly surprised when we arrived and it just got better as the week went on. We had a king oceanfront room and it was spacious and clean. Staff was very friendly and, if you needed something, you didn't have to wait very long for assistance. One small negative was that they charged .50 cents for a local phone call which I thought unusual considering the high caliber of their services. I had to call a local number and got 4 busy signals before I reached someone and was charged $2.50 just to make one call. When I enquired at the desk, they just told me that was their policy. Otherwise, my husband and I loved our stay and would definitely go back again.
July 20, 2013
Rated 5 out of 5 by rick77 Complimentary coffee
I have been coming to your hotel for the last 19 years. Last year I was a little upset that I had to pay $3.00 for a cup of coffee in the morning where in the past it was free. I will be coming back this year in July and I hope my morning coffee will be complementary.
April 3, 2014
Rated 5 out of 5 by Lella30 Great place to stay at the beach
The oceanfront room was a great place to watch a spectacular sunrise! Crabcake sliders were excellent. The bartender made the wine tasting a fun event.
April 14, 2014
Rated 1 out of 5 by max7777 Zero privacy Ocean/Poolview rooms
We came to Virginia beach for my daughters birthday but were really upset when we saw our oceanview/poolview room.Seriously, if I paid for oceanview should I not even be able to open the windows without everyone on the pool getting a full view of the room? We ended up keeping the room curtains/blinds closed 100% of the time and really felt claustrophobic. Upon check-in the staff said "its not that bad" and offered free starpoints.
August 3, 2013
Rated 4 out of 5 by LorettaH2 Nice but has shady restaurant staff
The hotel was nicely furnished but room was a bit smaller than what I'm used to. Causing us to feel a little cramped, especially the bathroom. The front desk staff was superb and the staff that you met on elevators or in the hallway were all very pleasant and willing to assist if needed. However we had a very bad experience with the Cabanas bartender Samantha. She overcharged us by $20.00 when we paid with cash. She gave us no receipt and when I went back to another bartender to double check the price, she confirmed we were overcharged. It was brought to the attention of Jennifer , the manager of the restaurants, by the front desk personnel. Jennifer was not only unwilling to assist and but was extremely rude and condescending. Until the staffing in this hotel restaurant area is changed, I will consider using another facility in the area on my next visit.
August 27, 2013