Rated 1 out of 5 by 204569826 Booking policy is terrible
The booking policy at this location is terrible. I have had to go through AMEX as the staff can not comprehend that I only stayed one night and they continue to charge me a full night stay for a non documented cancellation. AMEX will handle. As a platinum member since 1999, may brand loyalty will not waiver. I will NEVER stay at this property again.
November 22, 2015
Rated 3 out of 5 by fredb Needs improvement
1. The lanterns on dining tables dusty.
2. Bedroom crowded. Chair with ottoman shoved in a corner and toilet behind door very crowded.
3. Staff pleasant but not knowledgable. Couldn't give us directions when we were on the main street and not very far away.
4. When making reservation on the phone,we mentioned we were there for a certain wedding who had several rooms blocked off, they didn't know the names of bride and groom.
5. On day of checkout, when I called SPG and gave them my number, they had no record of it.
August 30, 2015
Rated 5 out of 5 by OZZY007 Great Hotel
Very nice hotel, nice rooms, nice Restaurant and Pool.
August 17, 2015
Rated 1 out of 5 by Disappointed666 Completely Unsatisfactory!
I checked into my room and noticed the air conditioning was not working (on a 100+ degree day) and immediately notified the front desk staff. I told them I was going to go work out so if they could have someone come fix the air conditioning while I was out that would be great. Came back and still not fixed. I called down and they said again, someone would come. No one came and I had to sleep, basically sweat throughout the night, because it still wasn't fixed. That morning I stopped by the front desk and told them again, I will be out all day and to have someone come fix the air conditioner. Came back at 5pm and the repair man had just gotten to my room. Not sure why they didn't attend to it for the 8 hours I was out of the room. He said he would need a minute, so I said ok, I will go eat and be back. When I came back, I was told they couldn't fix the air conditioner and I was going to have to change rooms. I moved rooms and wasn't offered an up grade or anything for my troubles. The next morning when I checked out I complained and was told I would get points on my membership account to make up for the nights. Did that happen? NO! I called and talked to a manager and he said he would take care of it. Did that happen? NO! Needless to say, they have lost my business and I travel to Frz at least once a month for work.
August 14, 2015
Rated 1 out of 5 Bait and switch
I reserved a double room from the motels website not a third party broker. I was traveling with a party of four so a double was needed. I paid in advance and my card was charged. After traveling all day we arrived at the motel and I was informed a double was not available. I thought booking in advance and paying in advance would guarantee a double or I would have gone elsewhere. Maybe this is common practice for Sheraton but it has never happened to me with any other hotel chain. Due to the late hour we were forced to accept the room with a single bed and fold out sleeper sofa. We were given access to the club lounge as compensation for accepting a single room. The lounge was mediocre at best and closed 15 minutes after our arrival so this token was a joke. The staff was polite but it takes more than polite staff to gain my trust so will not be staying at any Sheraton or sister facilities in the future.
July 20, 2015
Rated 5 out of 5 by Jenks22 Staff was very friendly.
Upon check in at 2:30 am the gentleman at the desk was friendly and sensitive to how tired we must have been. Upon departure I asked about a tourist opportunity and received a number of great choices to go to along with great directions.
June 14, 2015
Rated 3 out of 5 by BizTraveller42 Newly renovated but could use improvement
This hotel was just remodeled, and was still going through some of the remodel during my stay. My room was a good size and was comfortable, but there were a couple of things that could have been better in the bathroom. The power outlets in the bathroom by the sink were loose, so that whatever was plugged in just fell out. I notified the front desk, but it was not fixed during my stay. Also, the shower curtain rod wasn't secure, so we had to be careful when opening or closing the curtain. The last thing I have to say about the room is that the shower head is too short for people who are 6 feet tall, like me. I had to duck to use it, but I find this to be common in many hotels.
As part of my club floor room, breakfast in the club lounge was included, but I found it to be dismal, with only 1 hot item, scrambled eggs, and a few pastries to offer. I found out that if I had booked a regular room instead of club level, with breakfast, at a cheaper rate, I would have been able to have breakfast downstairs with a wider variety of foods. I definitely expected more for my money when I booked the club level room.
As part of the remodel, this hotel has apparently changed their WiFi system. During my entire stay, I was unable to use WiFi in my room because the signal was just too weak. I was staying on the club floor, and also tried using the complimentary computer in the club lounge, which also would not go online. I brought up both of these issues to the front desk, but nothing was resolved during my stay. I even asked for a tech support phone number and nobody was able to find the number. I was able to use WiFi in the lobby, which was inconvenient.
The White Horse Tavern, the restaurant in the hotel, was very good for dinner and I would definitely recommend trying it.
Overall, the hotel was a good stay, aside from a few inconveniences and annoyances. A front desk clerk even made us milkshakes one night, which the hotel doesn't even have on the menu, and which were very good. I would chalk up all the negative experiences to the remodel and new ownership of the hotel. I expect that people staying here in the future will have better experiences.
June 1, 2015
Rated 1 out of 5 by babiesbay Very poor experience
Reaerved a Club room and arrived around 11pm. Upon arrival, given a room on the 2nd (lowest) floor. Asked if there was anything else higher up was told those were already given out. Asked about Club access and was told that it was closed (under renovation). When I reminded them I had a Club room, they seemed surprised. They did adjust my rate, but I was in a low room by the highway, next to the stairs, and overlooking a dumpster. On the way up to the room, the elevator interior was banged upfalling apart. The room was mostly clean, but the carpet was worse for wear and there were no available power outlets, so I had to unplug lamps to charge devices (even at the desk). For breakfast the following morning I ordered the yogurt withfresh fruit, expecting things like bluesberries and strawberries to mix with the plain yogurt, but for $26, all I got was mellon. While my bill was reset to the regular room rate, even with that, the hotel provided a very poor experience.
April 23, 2015