Rated 5 out of 5 by exodus Service Excellence
Vanessa A. from the front desk sent a delicious dessert to our room; Robert Russo was very professional & knowledgable at check-in; the Housekeeping staff is very friendly & Carol from Atlantis Spa was amazing!! We have been dealing with a family illness and this weekend was the perfect getaway. Everyone made us feel special & welcomed. We left rested and would definetly come back. Thank you for a wonderful stay.
May 19, 2015
Rated 1 out of 5 by NOJO2015 A terrible experience
We arrived on 24 April to attend the Chiller Theater Con. We had a pre-paid room reservation. All we needed to do was show up w/an Id.-which we had. We were told by the clerk that unless we could show the actual card that made the reservation, we would not be granted a room. The reservation was made in my name. A family member paid for it as a gift. No one on the reservation line mentioned that we would need the actual card. After an hour and a half of arguing with the front desk clerk, we had to have my name added to my familly member's credit card. It was a gift and runined what should have been a decent time. The front desk person "Mike" was unrelenting. We asked to speak with a manger and he was sent out-so no manager was ever present. I cannot believe that this is your policy. It was not written on the reservation, nor was it mentioned when the family member made the reservation. We had driven 4 hours from MD. We had every id and yet were treated like criminals. To say that it was upsetting is an understatement. It should not have happened. We were not nasty about any of it and tried to comply. All we got in return was inflexiblity and poor treatment. i realize that the hotel and its employees have to protect themselves against fraud but to turn away people who have legitimitely paid is wrong. Mike kept suggesting that we just put it on OUR debit card and then when things got straightened out-we would get a credit or complete a fax form to the card holder granting permission of the sale-which was more inconveinence for the person who gave us this gift. We felt we had no choice but to ask our family member to add me to the card. Otherwise, we would have been left with zero dollars to spend all because he thought we were wrong. It was an insulting experience. I will think twice about dealing with your hotel again.
April 27, 2015
Rated 5 out of 5 by Carole32 Very inviting and accomodating
This hotel is very inviting. Staff is very accommodating and with a smile, all are so very nice. Everything you would need is there.
April 27, 2015
Rated 5 out of 5 by pkat Great Wedding
Nice facility. Very welcoming and helpful staff. Special shout-out to Thomas the Tipperary bartender. His single-handed service to an overflow crowd was above and beyond. Also thanks to the ladies up on the 6th floor lounge.
April 7, 2015
Rated 3 out of 5 by Lamos34 Promising Start... Disappointing Finish...
Was in the area to see a show at Paper Mill. Despite the relatively high price tag for a Sheraton I thought it would be a pleasant stay.
Was impressed to be contacted by Justin a concierge for the hotel in anticipation of my stay. As a Gold Member, I rarely receive that type of advanced notice, even when staying at higher level Starwood Properties. It made for an extremely nice touch and the gesture was extremely valued.
I had spoken with Justin to confirm my stay in a Club room using a promotion code, and had called the desk the night before to verify my stay in a Club room. Upon my arrival, I was assigned a Non-Club room... You can imagine my dismay! I was then placed into a club room which had an adjoining room... Not my preference as marked on my reservation, but it sufficed.
The room decor is beautiful, one of the nicest adorned Sheratons I have visited. The restaurant served some wonderful Braised Short Ribs.
The Club Lounge itself dramatically underwhelmed. I have never seen a lounge so poorly stocked during non-service hours. Every other Sheraton Lounge I have visited at least had Fruit available in plentiful supply, granola bars, crackers, other light snacks. Certainly not here. And the food was even put away slightly early from the Breakfast. Alas.
I would maybe go back if I had such a visit like this one - quick overnight to see the show and leave the next morning, but if I was planning on being in the region for a longer period of time I would find somewhere else to be.
April 6, 2015
Rated 1 out of 5 by Trilogy Dissatisfied with Room stay
Was not overall happy with the room location.
They put me in the mezzanine floor where it was very noisy during the evening.
The bottle water did not meet my expectations. Having Fuji or Smartwater would have made my stay more rewarding.
No shower filter on the shower head caused an irritation on my skin. Plus the location of the shower head was a bit cumbersome when taking a shower.
April 2, 2015
Rated 2 out of 5 by Markp56 Good overall property, staff can be better coordinated
I stay at this property frequently. The overall experience has generally been good: staff are friendly, rooms are clean/comfortable, facilities are good.
In a recent stay, while ironing a shirt some black substance came off the iron onto my shirt. I called and asked for a new iron and if the hotel would cover the cleaning of my shirt. The guest services representative was very friendly and said they would bring an iron and take care of the shirt cleaning. It took 30 min to get a new iron. I got my shirt back the next day, cleaned, with a $5 charge tag attached to the shirt, but with a note that the hotel would cover the charges... all good experiences, except when I got my bill
Sorry for the long explanation, but the hotel has only a few opportunities to leave a positive impression. They failed at this one.
I get my invoice emailed to me and I have a $34! charge for cleaning (a day later). I called the operator to explain the situation, and was asked to validate who told me they would pay for my cleaning (not to mention the charge is now $34.. not $5)! After explaining that I don't remember who told me they would cover it and I would not pay for it, she told me accounting would have to take care of it. However, I was told that it would take some time for accounting to process and they cannot send me any confirmation when the charge will be removed. So I have to check back periodically over the next 2 weeks with the the hotel and AMEX to verify the charge is removed, and may possibly have to explain the situation all over again.
I will likely stay here again, but only because I have a client down the street.
March 5, 2015
Rated 5 out of 5 by Tom2286 Great Restaurant/Bar Experience
Thomas who works in the bar/restaurant provided a level of service that was unbelievable and unexpected. From the time I walked in to the time I left, Thomas made sure everything was good with me, my drinks and my meal. He is genuine and kind, never once coming across fake or insincere. I would have not expected the five star service from the Sheraton (no offense), but thanks to Thomas I was blown away by the high level of service. Thomas is an absolute asset to your hotel and organization. He does the job over and above the rest!
February 14, 2015