Rated 3 out of 5 by PSU145 Disappointed
My wife and I feel really good when we book a Sheraton. This particular one did not meet expectations. Our room had a number of issues.
1) Black streaks at the ceiling level in the bedroom around the ceiling register.
2) The tub faucet would not stop dripping. The tub drain stopper would not stay up so the water pooled overnight.
3) The carpet in the room and common areas was very dated and not appealing at all. In some areas very worn and really almost unpleasant to look at.
4) Apparently a guest was smoking in another room (not their fault initially), but when I called to mention the overwhelming smell in our bathroom/bed area I was asked, "what do you want to do, change rooms?" Fair question I suppose. But it wasn't an apology. It wasn't said in a tone that made me feel like the person really cared. I asked if they could they send up maintenance, who did came fairly quickly; however, what I did not care for is being told twice the hotel cannot do anything about the person smoking nearby. Wrong answer. Empathy would have been nice but there was none. More a curt, matter-of-fact, attitude making us feel like we were the issue not the smoker.
We've never thought twice about booking a Sheraton in the past. It looks nice on the outside and in the lobby area. In the back of the house, not so great. This stay will cause me 2nd thoughts before spending the additional money for the Sheraton brand instead of just trading down to another hotel chain charging us less and offering the same experience.
June 26, 2016
Rated 4 out of 5 by Kelli9692 Very nice room
The king suite is a very nice room. The one I had though, desperately needed the mattress changed out so it was a very uncomfortable 4 nights of sleep. (Mattress was worn out and slumped towards the middle) I had to repeatedly tell them I was an SPG member and did not receive my points for skipping two days of maid services. All that aside, the staff was incredible, the room was clean and nice and the hotel had a lot to offer with many nearby things to do.
May 24, 2016
Rated 1 out of 5 by Davew123 poor service
Hotel itself is nice. Mismanaged in my opinion. The hotel was overbooked and I my room was downgraded without being contacted or anything. As a gold preferred customer, I thought this was extremely poor service. I will not book here again. The people at the front desk were apologetic and nice. It was not their fault.
May 23, 2016
Rated 1 out of 5 by Jaye13 Worst hotel experience
I am a meeting planner and former Marriott sales executive. I'm currently staying on the concierge level of this hotel. I've stayed in a LOT of hotels and this is honestly one of the worst.
Upon arrival, my family and I headed to the concierge lounge for the hors d'oeurves that are to be provided until 7:30. We arrived in the lounge at 7:15 and the staff was already in there cleaning them up. Really not right. This level isn't free and this is a service provided. But whatever. One of the staff members looks at us and says "the buffet ends at 7:30." We nod, confused because it's not 7:30. And he continues to say "Always 7:30." As if we are crazy for showing up at 7:15. Weird but we brush it off. We head down to the pool. And the towel rack is empty. My husband goes out to the lobby and asks an employee to request more towels. He and my daughter get in the pool. Where he warns me that it's beyond freezing. I've never heard him complain about a pool being too cold. He's a former lifeguard! I don't get in and they want to get out after 15 min but there are still no towels so I have to go request them again. We come back upstairs and then toilet is acting up but working. Annnnd at midnight it stops flushing altogether. Sigh. We don't want to wake up our daughter so we wait til morning to call. Head out to go shopping and come back. The toilet is still broken. Double sigh. Call it in again and the girl tells me "you're ok" like I am apologizing for wanting me toilet fixed! The very nice maintenance man comes up and apologizes and says the front desk told him a room number for 2 doors down this morning. Ok. Whew. We have a working toilet. Now I haven't even mentioned the beds. I could basically sleep on hot coals. But even I couldn't sleep on this bed. We had tossed and turned all night. So I say ok time for a little nap. Pull back my newly changed sheets and no joke... There is a urine stain right under my pillow. Now I could just cry. I will say Alex at the front desk was extremely apologetic and called to make sure they changed it. The one bright moment in a ruined spring break. I am really upset that I wasted my points on this hotel plus paid nightly for the concierge lounge. It is definitely sub par.
March 22, 2016
Rated 5 out of 5 by DHYgirls Nice Staff
Everyone on staff was very kind. Sammy the bartender, in particular, gave us excellent service/entertainment!
March 17, 2016
Rated 1 out of 5 by Groddo Terrible service
Did not make up room, told front desk and still did not make up room. Rest was a mess and all tables were dirty. Pool was very dirty and staff was not good
March 8, 2016
Rated 2 out of 5 by Vacationer2016 Good but......
Our first impression went to a rotten start, there was no bell hop and those carts are not easy to push. It was a little weird for a Sheraton not to have someone there to help with the luggage. The staff at check-in was nice and the room ok, the shower was horrible though, the pressure didn't make it, and even on the highest setting, the water was not that hot. One good thing I can mention is that at 9:00 PM we decided that my toddler needed a crib and wasn't going down in a bed and within 15 minutes it was delivered to our room. The reason I gave the two star is for an incident that happened the morning of, we paid extra for the club room(which I highly recommend to anyone, its worth the few extra bucks) and I thought I read that breakfast was until 10 am, so when I went to the club to get cereal for my kids, the lady cleaning up told me that breakfast was over. The shocking thing was the food was all right behind her, and she refused to give, telling me to go downstairs since the buffet in the lobby goes until 10am. Well when I went downstairs, the front desk told me that would be $13 per person since that buffet is through the restaurant. I didn't appreciate the run around and understand I was late, but when the food is still out don't send me on a wild goose chase to be told by the front desk, sorry but there is nothing we can do. It was just not something I would expect at a hotel like the Sheraton, especially when the Club Room is concerned, which means the person either is a frequent stayer or they paid extra for it.
January 27, 2016
Rated 4 out of 5 by QLS5674 Poor SPG Elite Recognition
Upon check in, the commode in my room could not flush, who checks housekeeping issues before room is sold? Then staff at front desk don't acknowledge SPG membership, room-service breakfast was missing items ordered, when items finally came there was no apology. SPG Lounge has minimal service items for breakfast and is too small for size of this hotel. The Hotel has great potential and in a very nice location. Could be a gem in the rough!
December 21, 2015