Rated 1 out of 5 by Gx22 Room was not cleaned
Bed was not made. Towels on the floor. Trash in trash containers. No soap or other hygiene products. Items from last boarder present in room.
This was a very dissapointing situation to deal with after a 12 hour travel day and checking in at 2am. This was last thing I needed to deal with, especially with a 7am meeting that morning. When I checked out, front desk clerk said "you are free to go?" Was I being detained? Is this a hotel or a prison facility? Thankful for my release.
May 17, 2016
Rated 4 out of 5 by Babycbgirl UPDATE on customer service
After a horrible experience I am pleased to say that I have spoken with the manager of the hotel and he has gone above and beyond to rectify the situation. He was very disappointed to here how it had gotten so awful and will be doing much needed staff training. Thank you Tony for making it better. And kudos to Ravi in the Bar!!!
May 11, 2016
Rated 2 out of 5 by Babycbgirl Poor Customer Service
I came to this hotel on a business trip. Upon Checkin my room was not ready and they would not hold my bags. Finally they allowed me to check in and go to my room after requesting my CC just in case of incidentals. They ended up charging my card $50 right away even though I have only JUST checked in. I had spoken with the Catering manager about booking the restaurant for a company mixer. We spoke at great length over expectations and even created a sampling menu. When I arrived at the hotel for this event the manager there had no idea about this event and was not about to seat us. I explained we had over 60+ people attending and he was very rude about it. However the bartenders knew there was an event about to happen. There were only 2 servers on staff that night and only about 1/4 of the people who ordered received any food, including myself. I waited over 4 hours to get anything. Some people only received half of their order and most of them were ice cold. The servers barely spoke english and could not keep up.
I tried many times to order room service or to have something sent to my room and all it did was ring and when an answering machine finally picked up it went straight to the finance office. The Bartender Ravi and the doorman were the only polite people i came across.
At dinner the following evening I was over charged for items including Burger toppings i did not order. At breakfast i got a quick sandwich and coffee and she put it in incorrectly and tried to charge me $45 for it. She then proceeded to argue with me saying I asked for several sandwiches.
I could not sign in to the WiFi anywhere in the hotel and they tried to charge me for access with a "hold" on my card which soon went away.
Upon Checkout i was given eye rolls and was told I shouldn't have stayed here if I was an unpleasant person.
May 11, 2016
Rated 3 out of 5 by jomope Not sure I'd stay again
Convenient location, fine room amenities and wonderful view. Requested early check-in and room wasn't available by even 3:00PM. Staff was apologetic.
Internet service in the business center was quite poor and had to work in the lobby where seating was not conducive to using one's laptop comfortably.
Business center required fees for printing unlike most hotels in which I stay.
May 8, 2016
Rated 4 out of 5 by expectingthebest great service and views of DC
Great hotel for the price. Stayed on the 12th floor and had an AMAZING view of Washington monument, Air Force Memorial, Arlington Cemetery, and Pentagon. Room was spacious and bed was comfy.
Hotel is about 5-10 minutes from the airport. Shuttle service was great and useful for getting around to and from the airport. I'd say it's safe to assume the service was just as good going to and from the metro. Noticed that the shuttle drivers even enter the hotel to make the departure announcement for guests waiting inside from the DC weather.
Greeted by a doorman when arriving (great touch!).
Front desk was helpful and able to assist with all the questions I had throughout my stay.
Lobby area is clean and had the necessities we needed during our stay.
I'd definitely recommend this hotel. Great job, Sheraton Pentagon City!
April 7, 2016
Rated 4 out of 5 by Mort3 Second stay
Plus: fitness clean parking rooms and housekeeping.
Minus: lounge internet speed, conference feel.
Overall this property is an inexpensive and okay alternative to staying in more expensive properties closer in. With uber it may well be worth the trade off.
March 24, 2016
Rated 2 out of 5 by Jjpen45 Sheraton Pentagon City
I was deeply disappointed in my stay at the Pentagon City Sheraton. The first night neither the TV remote nor the safe locked worked. In the morning it took over 10 minutes to get the water to a comfortable level. The next night the TV remote worked but not the safe. The beds were not comfortable and the sheets were very stiff. I paid over $235 a night for this hotel and I expected a better quality.
March 17, 2016
Rated 3 out of 5 by JamesZzz Old hotel in Petagon City
Cheap price means not-so-good experience. Hotel is relatively old, and the room was poorly decrated. But it is in a good location if you are looking for affordable living experience near Washington Area.
March 13, 2016
Rated 2 out of 5 by OnBusiness33 Awful Customer Service
Not sure where to begin. I called Central Reservations 45 minutes before arrival to request a credit card authorization form. The rep told me it was on its way. After waiting 15 minutes, I called the front desk and the man with a thick accent said he could only fax the form. I called central reservations again and the rep informed me it would take 24 hours. I find this baffling. I was still on the phone with central reservations when I arrived at the hotel. The man with the accent said it would be "no problem" to email me the form. Amazing.
This would have been less inconvenient had the staff been courteous. The men at the front desk were incredibly cold and unwelcoming. When I expressed frustration about the fax only policy, the younger man put his hand up and said, "It's not even worth arguing." In contrast, the ladies working in the morning were quite warm and friendly.
Also, I asked the front desk for an itemized receipt via email. The lady checking me out said it would take "five minutes." The next day, I still did not have my invoice. I called the hotel and requested it, only to receive a blank invoice. Very bad customer service all around.
Finally, the room was nice and comfortable, but there are barely any outlets to plug in electronics.
Overall, this hotel needs to get with the times. Credit card authorizations and other documents should be accepted via email, not fax. This isn't the 80's. Also, get more modern electronics in the hotel rooms.
March 10, 2016
Rated 5 out of 5 by EZimba72 Business Group
Feb. 28-March 3, 2016 we traveled to The Sheraton Pentagon City from Toledo, Ohio to attend a ceremony in Washington D.C. Our group of family and friends consisted of approx 150-200 people. The staff at The Sheraton Pentagon City were consummate professionals! The hotel itself was clean and comfortable. The food and drinks in the bar and restaurant were delicious and the pool and recreational areas safe and well maintained. The staff handled the huge responsibility of safety and security for the purposes of our group to the best of their abilities and it was greatly appreciated! Thank you for your professionalism! I would recommend staying at this hotel to any family or business group in the future! We will be back! Thank You From, Toledo, OH
March 5, 2016
Rated 5 out of 5 by xdon Nice location and shuttle service
The hotel provides a very nice shuttle service from around 5 in the morning till midnight between the hotel and DCA. The lounge was very clean and the staff was friendly. The floor carpet seems dirty; probably because of the color.
February 29, 2016
Rated 5 out of 5 by JohnA4867 Weekend Getaway / Staff Superb
I chose this hotel as it was close to some friends I was visiting in DC. Upon arrival - the staff recognized my SPG status and immediately upgraded my room. I was offered the complimentary weekend breakfast and points.
The staff was incredible and went over the top to make sure I was accommodated. The room was very clean, modern and comfortable.
The restaurant/bar downstairs made some killer dishes that I didn't mind spending the coupons and money on. It was very worth the money paid.
February 26, 2016
Rated 3 out of 5 by PABLITO UNPLEASANT SITUATION
STAFF NOT ADEQUATELY TRAINED. I checked out today, dEC 19, 2015, and parked my bags near a coffee table, to inform the desk and return my door key. I took a cup of yogurt from the table and asked the desk for a spoon. Somebody asked me if I am a 'crew' and when I said NO, I was told that the coffee is only for the crew BUT there was NO sign on the table, I returned the yogurt.. A staff later brought me a yogurt and a spoon which I refused, feeling embarrassed.
I asked the staff for my invoice and she did not know what to do , she called her supervisor. The supervisor told me that since I booked thru' expedia', (I booked thru hotel.com) I do not get any receipt. What IF I was charged a fee for services that was accidentally charged to my room? I left with a bitter taste of Sheraton service during my stay. .
December 19, 2015
Rated 1 out of 5 by Starks Disappointed
My first night's stay was in the old part of the hotel and it was awful. The bed uncomfortable, shower was dirty, vanity not clean and the room had a strange odor. The T.V. did not work (it did get fixed after two trips to my room) The hallways leading to the room were not well lit and dingy. After complaining, I was told I would get an new room the next night in the main tower. This room was much better and I have zero complaints. Clean and comfortable! The price I paid for that first night's stay is ridiculous seeing how it felt like a one star room.
The breakfast buffet was also disappointing, the food had zero taste and limited options. I chose to not eat in the restaurant during the remainder of my stay.
The bartender in the evening was pleasant and offered great service.
November 9, 2015
Rated 4 out of 5 by Maverick51 A pleasant stay with mixed staff
Spending more than 200 nights per year in an SPG property, I will confidently consider this Sheraton to be an upper-mid of the collection.
1. Excellent and reliable shuttle service to the airport and metro station
2. Excellent club level lounge, breakfast and evening cocktail hour
3. Comfortable bedding
4. Plenty of good-quality bathroom supplies
1. Front desk staff is not on the same page--two employees told me the hotel was sold out when I requested a stayover, while another chimed in with the statement: "That's not true...he's a Platinum, so we have the biggest suite available we could give him." I got the impression that the staff wasn't well-trained on the SPG program.
2. Constant hassle by taxi drivers in the lobby. When my Uber pulled up, he cussed me out. The hotel doesn't seem to mind that its guests are harassed each morning.
November 1, 2015
Rated 5 out of 5 by MichaelNYC2015 Amazing Associate
I am writing to thank you for having such an amazing young lady represent your establishment at the front desk. I was traveling to DC for work and had an early meeting. I ended up getting ill on the flight and needed an extremely early check in to get some rest before my big presentation that afternoon. Ihad a reservation for that evening but it was 9AM of that day, way before your check in time allows. Your representative, Rex, was so helpful and accomodating. She found me an empty room that I could rest and re group in. She offered me breakfast pass as well, to help me get better. I was taken aback by her caring and generosity- I was not expecting her to let me check in that early, much less offer me a food pass. She made me feel like I was a real guest in her home and that feeling is not easy to come by in a hotel. I would like to thank Rex again and let you know that you have an exemplary employee in her and I hope that she is recognized for her caring heart and professional manner. Your shower in the room she put me in could use some help, but she is the reason I will be back and tell all my colleagues what an amazing experience I had at Sheraton Pentagon City.
Thank you and thank you again to Rex!!!
October 19, 2015
Rated 4 out of 5 by Sabai A Very Good Hotel
I'm finishing a week's stay here, and will hit Plat this year given my travels. This is one of the best-managed Sheratons that I have recently experienced. It is very well maintained; I've had 7 days to look for flaws and there aren't many, The staff are friendly, F&B are good, lounge is nice, and the shuttle helps to overcome the somewhat off-the-beaten path location, Real shortcomings: Outlets in the room; I shouldn't have to be unplugging stuff. One of the shuttle drivers needs remedial driver training; he's moving people, not packages.
Overall a very nice property and I would happily stay here again.
October 11, 2015
Rated 5 out of 5 by deerisle Good value near DCA airport
This is a nice property near the DCA airport. The staff is very friendly, and the rooms have been updated and are clean. This property is not new, but there have been some updates that help. I was particularly pleased with the work / desk area and the plugs by the bed. I also like the of Washington and the Air Force Memorial.
The Club lounge had very friendly staff, but the food was moderate compared to other lounges. The drink prices were very nice compared to other lounges-- only $3 for beer or wine. The food in the restaurant was very good to excellent and exceeded my expectations.
I used Uber to travel to Washington several times, and the travel time was quick (about 15 minutes) and the price was very reasonable. The complimentary airport shuttle was nice for my flights.
I will definitely return to this property..
October 10, 2015
Rated 1 out of 5 by VeryGoodPointsStacey Far Below Sheraton Standards
The hotel itself is very easy to see, but is very hard to find. Our stay started off with several calls to figure out how to find the hotel. Our GPS (and 4 different GPS apps on the phone) all had different locations none of which were accurate (perhaps because of highway changes?)
The only positive thing I can say about the stay was that the person who checked us in was very friendly and had a great sense of humor.
The hotel is run-down and the rooms need a rehab, badly. The sink in my room was missing pieces of hardware on the sink. The tub was old and chipped. There were plenty of wash cloths and hand towels, but no bath towels. It took 3 calls to finally get them delivered.
The carpet is dirty and stained. It had obviously been vacuumed, but it looked very warn. The room had a very musty smell, perhaps from the dust on the window sill that looked like it had been piling up for weeks.
I usually find Sheraton beds very comfortable, however this mattress was less than comfortable and I had a bad night sleep. Additionally, the bedding was pilled and had several tears that were sewed back together.
The club lounge was very crowded and not enough seating for the number of people in there. There was a lot of food in the lounge, but the smell in the lounge was so revolting we couldn't stay. The coffee machine was broken so the latte i got was all milk, no coffee. The staff person in the lounge didn't really care.
I was incredibly surprised at how bad this hotel was based on the photos on the website. The condition is no where near what it must have been at one point in time.
October 9, 2015
Rated 5 out of 5 by Ayannah They get 5 stars!!!
From the cleanliness of the hotel, the friendly staff, the comfortable beds my stay was almost Perfect! They exceeded my expectations. I will definitely be staying at this hotel next time I'm in town.
September 28, 2015
Rated 1 out of 5 by layinglow So Bad I plan to cancel my SPG membership!
I've been a member of Starwood Preferred Guest program for a few years now and have come to expect a certain standard of quality from their hotels. This hotel was so bad it made me consider other hotel membership programs. First off.....$35 for 3 days of wifi? Really?? Most hotels offer that as a free service now, especially to their members.
After a long day of driving all I wanted to do was order room service. There was no menu to be found. I called the front desk and they said they would bring one. 20 minutes passed and still no menu so I call again. Nada. I finally go online to look at the menu (since I had paid my $35) and ordered food. Someone finally showed up with a menu about 5 minutes before the food arrived.
If they want to put you in the "annex", run, don't walk away. The room I had there was so old and musty. The window was at street level so anyone walking by could see right into the room. Because of this I had to keep the curtains drawn most of the time. The ceiling and 2 walls in the room were covered with a "popcorn" type surface which I believe is notorious for containing asbestos. It was also extremely ugly. My kids and I referred to it as the "dungeon" because it was so dark and depressing. The room itself was so tiny that they could only fit 2 full-sized beds instead of queen-sized beds in there. And with those 2 beds there wasn't much space left over. The AC made so much noise it was difficult to sleep.
The bathroom is so small that you have to straddle the toilet in order to close the door. There is no countertop area around the sink to lay out your toiletries. There is also no cold water coming out of the sink faucet.....it's all scalding hot. I reported this to the front desk twice and was told both times that they "would have engineering take a look" but that never happened. Even the shower had limited cold water, if you turned the knob a millimeter too high you would be scalded.
I asked for a different room and was told they were all booked despite having made my reservation 3 months earlier and specifically requesting a room on the highest floor. It was the first time I had taken my kids to DC and wanted them to have a spectacular view. They told me they wouldn't be able to move me until the final night of my stay and by then I was so worn out I didn't even pursue it further.
The first morning we were there we waited in the lobby for the shuttle that would take us to the mall and the Metro station. The shuttle filled up quickly and we were not allowed to stand so a group of us had to wait for the next shuttle. It seems like they could use a bigger shuttle, especially in the morning when guests are venturing out.
In the hallway leading to my room there were dirty dishes and a stray pizza crust that stayed there for an entire day. They were there when I left in the morning and they were also there went I got back that night.
This place is an embarrassment to the Sheraton brand. The staff seemed very indifferent to my concerns, they did not go out of their way to make things right and none of them looked very happy about being there. I will now think twice about staying at a Sheraton hotel if this is their standard of quality.
September 7, 2015
Rated 1 out of 5 by Nobody495 Never Again!
We had more problems with this hotel than I have ever had. First off, we went to the website to look at the hotel information. We found two completely different websites with different information for the same address. It took us 4 calls to figure out how to get someone at the front desk to help! Then we made reservations based on what we were told --- we ended up needing to change the dates by one day. Again 4 more calls to get this done and when we got there it was not changed! The room we had was small, dark and had a strange ceiling. Others we were with had the better rooms for the same rate! They had a fridge and microwave (we did not), they were in the main hotel (we were across the drive), the maids did not refill the coffee packets, and the bathroom was not cleaned properly! Hotel staff were totally unhelpful! Restaurant was very high priced and no nearby places to find food without getting on the shuttle or metro! Hotel staff were not helpful in telling us about the area either by phone or in person. The front desk person checking us out would not speak clearly or loudly enough for us to hear and understand what he needed. The conference we attended had served coffee and that was removed by 10 am. Then when I took a break hotel staff removed my food from my table even though I was not done! Very poor place, poorly informed staff and I will not stay here again!
August 18, 2015
Rated 1 out of 5 by Professor54 Pentagon City Staff NOT up to Sheraton Standards
I do not recommend this hotel for a stay under any circumstances! I stayed at the Sheraton Pentagon City during the first week of August 2015. The hotel was the site of a National professional conference. The facility was well below the standards i expect for a Sheraton. It had a shabby feel to it. I stayed for 5 days and had many opportunities to interact with all levels of staff. The staff at this hotel were, to a person, unfriendly, unhelpful, and disinterested in assisting guests needs. I will not recommend this hotel! I will also think twice about staying at a Sheraton again.
August 16, 2015
Rated 5 out of 5 by Whit68 Saved my life
I lost my wallet between BWI and the hotel. It was almost midnight and the staff did everything necessary to confirm my identity and allow me to check in. It was astounding and made what was a very tough night easier as I was able to check in. Kudos to the staff for customer service. Saved me from a very trying night. You're the BEST!!!
July 21, 2015
Rated 4 out of 5 by CJ67 Great view, service issues
The hotel is fine and the club room on the 14th floor has a sublime view. Facilities are as expected.
Front desk greeting was fine except for no wifi explanation. I was kindly provided with 2 drink vouchers...... Much appreciated.
However, 2 service issues were troubling. First, checkout was delayed 10 minutes due to an overly chatty employee.
More importantly, I had to cancel additional nights and did so a week prior to my stay. I received an email stating that I would receive a refund for a portion of the cancelled stay.
By the time I checked in, the refund had not posted, so the FD agent kindly sent an email to Accounting after my inquiry as to status.
No word back yet. What should have been a simple matter now may have to be escalated unnecessarily.
July 18, 2015
Rated 4 out of 5 by cc62 great features
hotel has great features, shuttle service was great, we did not have to move our car to go sight seeing in the DC area, drop off at mall and metro was great!!! overall staff and service in the hotel was great !.. will recommend !
July 8, 2015
Rated 1 out of 5 by joe811 staff are terrible
the check in staff and bell man were the rudest I have experienced in hundreds of nights in hotel stays. I will not stay at this Sheraton and the management is unresponsive to my comments and requests to contact tbem
July 7, 2015
Rated 5 out of 5 by AJBar Perfect hotel for our trip!
I stayed here for a weekend trip to DC. Check in was easy, staff was efficient. The room was very nice, the view was perfect. I stayed in the main tower of the hotel. The first night, my husband realized the bed was sunken on one side and he slept poorly that first night. We let the front desk know and they took care of it pretty quickly while we were out sightseeing. It was very nice after that, and we appreciated the housekeeping staff's responsiveness to the situation. I wish I had gotten her name - she was excellent during our stay. We were comped breakfast for the trouble - this was unexpected and highly appreciated. The shuttle was ON TIME which was so great because it was so reliable, convenient to get around, comfortable. I would definitely stay here again. It was a great example of the Sheraton brand. Thank you!
June 12, 2015
Rated 1 out of 5 by MAOK Hotel physical facilities and service needs improvement
It was a very unpleasant experience. The room service did not replace soaps or lotions, electrical outlets did not work, clock did not work, front desk promised to send up luggage rack because suits could not be hung up, bit they never did. food servers at meals were very pleasant, however it took three tries for the steak to be properly prepared. There are no close convenient stores w/o taking the shuttle or driving
June 9, 2015
Rated 5 out of 5 by eli27 customer service
This hotel had a great customer service. Everyone is nice, respectful and friendly.
May 29, 2015