Rated 1 out of 5 by StevenJ Bad experience
We called in advance to make sure they have a shuttle service, they said they have 2. One for the airport and one for taking the guests around. Every time we asked to take us somewhere they said they had to go to the airport, but they never left to go anywhere. So we asked about the second shuttle and they said they never had one. Saturday night we asked to be drove somewhere and Nick at the front desk said they were on a airport run, which was fine we could wait. When we asked to talk to the manager he (Nick) said he was, but later told one of our friends he wasnt the manager. When the shuttle arrived the supposed GM got out in street close with bags of groceries, using the shuttle for his personal reasons. We got lied to again. On top of that the staff was rude (except the shorter girl with brown hair who checked us in on Friday afternoon). Nick even started raising his voice at one of our friends. The rooms were OK and the carpets were stained, the shower wasn't clean and the AC was loud, couldn't sleep at night. We have a group that comes out every year during spring training and we won't be staying here again. We wanted to try a new hotel but wont be coming back here again. We had 10 people in 5 rooms over this past weekend and no one was satisfied.
March 23, 2015
Rated 1 out of 5 by JCraig HORRIBLE
i have nothing but bad things to say about the staff and experience at this hotel:
arrive with my family for (what should have been) a wonderful long weekend to enjoy some nascar and red's spring training. we got here very late on friday night and checked in, where the 2 guys didn't seem to know exactly what was going on. we paid for the 4th floor "club" which was supposed to have a lot of great amenities, including breakfast each morning, appetizers and drinks at lunch, 2 tvs in our room, queen beds, etc.
well, apparently they overbooked and put us on the 2nd floor, but we were still to get all of the amenities.
next morning, wake up and go looking for the breakfast. go to the lobby and see there is restaurant with the breakfast laid out - we head over, and are promptly stopped as this is a "pay only" breakfast. uhm, no - we already paid much too much for our rooms and this was supposed to be included. headed to the front desk where 2 girls are now there (mind you, i [daughter] headed back upstairs, so my mom alone went to the desk). my mom asks where the free breakfast is, and the girl very rudely asks my mom about her room and looks it up. she told my mom (embarrassed her, actually) that "oh no, you booked through travelocity, you would never get the free breakfast, you must be confused".
my mom came up to our room literally in tears and feeling very discouraged. i comforted her, we got ready, and we headed out to the local waffle house.
we had a great breakfast, a wonderful day, and then came back to our hotel room where my son wanted to relax and have a swim. (we spent all day at tortilla flats, so we were dusty and warn out) so i told my son he needed to take a bath first before getting into the pool, since it's not fair to other guests to make the water dirty! we had ordered a roll away bed for the night and came back to our room to find the rollaway there, but not a single towel in the entire room.
okay - i calmed myself and my mom and i called room service to ask them to bring towels, told them it was myself, my parents, and my son. they brought up two towels. okay... this is getting a bit insane, but who wants to be in a bad mood on vacation? so we headed down to the pool (which is very poorly lit and there are stairs all over, which is a huge safety hazard, especially with little ones). i ended up taking towels from the pool so we would have things to use in our room.
***also please do not believe their website, there pool is not heated as it says. we specifically came here for that reason since we love to swim, but only in warm water. it is not heated at all***
we ended our night and went to bed. the next morning we didn't even bother looking for the breakfast, since we were informed we did not "get it since we booked through travelocity" (yet we paid for it), so we got ready for our day. we ran out of tissues so my mom took the box out of the black little holder they have it in, and placed the empty box next to the holder.
headed out to the nascar races for the day, had a great time!! until... we came back to our hotel...
got into the room, and you will not believe... the useless maids put the empty box of tissues back into the holder. yes!!! they literally picked up the empty box and put it back into the holder and put the lid on it. this is a joke and this hotel seriously needs to hire some good maids. it wasn't like there wasn't a million of the girls in the hallways, who were very rude and wouldn't say a thing as you are trying to walk by with all of your stuff and their huge carts are in the dead center of the hallway so you can barely maneuver. just plain rude - but it speaks and shows clearly the quality of service for this entire hotel.
then on top of that - there was not a single towel in the entire room!!! i went down to the front desk to let them know. when i got there, there was a nice man (unhelpful, but nice) named todd, or tom (i forget which is which, but i talked to both). i explained him everything:
1. no towels for 2 nights in a row and your maids can’t even change a tissue box when it's laid out for them? - he later sent up a maid with 2(two) towels for 4 people..
2. my booking itinerary clearly stated the breakfast, 2 tvs, queen beds, etc. on the 4th floor. we were on the 2nd floor, 1 tv, double beds, and no breakfast. he informed me there was nothing he could do. i asked for a manager (and here is where it gets good!) he told me that their manager had just "quit" a few days earlier so there was no one there to help. it never ends with these people.
3. he said he would comp our roll-away bed fee, which i accepted, but i said i wanted to speak to the manager the next day on our checkout because i was not paying $270 a night for not even half of what i was supposed to receive.
i went back up to the room to pack all of my stuff. the next morning i wake up and there is a piece of paper slid under the door with room charges for the roll-away.
i went down there and demanded the manager. the same 2 girls who made my mom cry were there and i said "i will not be speaking to you, as you are rude and unhelpful and completely embarrassed my mom the other night". she informed me there was not a manager there, but their "supervisor" was walking around. i said okay, well call him over. she said "oh he doesn't have a radio or anything...”. i said "okay perfect, that's one more thing for your guys' wonderful service!" so i stood there until a man came over with sunglasses on his head, acting like this was his own personal vacation... (his name was todd or tom, like i said i mixed them up).
i ran through the entire debacle with him and long story short he was completely unhelpful and informed me that i had to go through travelocity for any issues i had with my reservation. i said seriously? this is the worst service i have ever received. went back up to my room and called a wonderful girl with travelocity, anne, who listened to me and helped me soooo much. she called the hotel, while i waited on the other line, to see about us only paying for what we received.
**please note: i was not looking for anything free, no handouts, nothing. i simply wanted to only pay for what i received. the room we stayed in, with the accommodations we received, only ended up being $172 per night, and we paid for $270 a night!!)
long story short, she came back on the phone with me and said that the girl she spoke with (angie) at the front desk said she spoke with me and that i accepted a $100 credit from them. excuse me? i never once was offered that, never said that, and would never have accepted that. that is beyond disrespectful to 1. lie about something like that and 2. to offer such a low amount when your service was beyond horrible. i explained this to anne and she promptly called them right back.
less than 5 minutes later, anne was back on the line with me and got our price reduced to what the normal amount should be. we were not given any extra credits, nothing for the horrible vacation we had because of them, but simply just paid for the bad room and service we received.
i will never come to this hotel again, and it's a shame they have the flag and four points, because my boyfriend works at a sheraton here in san diego and they are wonderful. i wonder how this tempe location gets to keep their flag.
customers beware of this horrible service!!! any hotel who can't handle their maids, has no backup plan for when a manager quits, and all in all, has horrible service should not be in business at all!
March 23, 2015
Rated 1 out of 5 by Doudecim Well, the pool is nice.
Check-in went smoothly but that is where the positive experience ended.
The club lounge staff is by far the worst lounge ever. The Staff in this lounge should be the best in the Hotel, and understand that customers using the lounge are the best customers SPG has. That is customers with Platinum status or customers that are paying for the privilege of club lounge access.
The fresh food stops well before the hours of operation are over. Tables have to be cleared by customers. Specialty coffee service was out of order the whole week we were here.
Housekeeping was horrible. Glasses were left dirty. Two towels per room? Toilet paper not replaced.
Room was very small, as a platinum rewards members I expected an upgrade to the best available room. We were told an upgrade would be possible on the weekend. Saturday when we requested a move we were told that the room we had would be exactly the same as any of the other rooms they had. Seemed like the grumpy old lady at the front didn't even want to bother checking the computer to see if better rooms were available.
I made several attempts to rectify this service.i was met but shrugs, sighs, and inaction by staff at every level...someone here needs to understand that having a job means you have to work sometime...unacceptable. Customers should be treated like customers. Good customers should be even better.
Thank God the lobby bartenders were attentive. Without drinks we would not have been able to tolerate the stay.
I would only stay here again if I had an overnight stopover to somewhere else...which is why I recommend it for business travellers and airport proximity.
March 3, 2015
Rated 1 out of 5 by HotelCritic99 Terrible Stay
Rented two rooms on the club floor which were very small, one had a view of the street and the other a view of a brick wall. Bathrooms were too small and rundown. This hotel advertised itself as a non-smoking facility, yet there were people smoking in their rooms. I complained yet nothing was done. Hotel noise is very loud and walls are paper thin so do not expect a restful night. If you want a Sheraton brand in the PHX airport area, go to the Four Points or the Loft nearby.
March 30, 2014
Rated 3 out of 5 by Magarac Good, but not consistent
Travelling on business, I really enjoyed my stay and felt quite comfortable in this clean and well-maintained property. When I first checked in on Friday for an overnight stay, the front desk staff-member went out of her way to make me feel welcome and at home. My Gold status was acknowledged and my room automatically upgraded. She also offered me the choice of welcome points or beverage at the bar, and asked whether I had any particular preferences in terms of amenities that would make my stay more comfortable. Clearly her training was impeccable and her manner polished through years of excellent client service.
Two days later I checked in again for another overnight stay. This time my experience was quite different. The gentleman at the counter did not acknowledge my Gold status and gave me a standard room. When I mentioned to him that I was a Gold Preferred member, he said "oh, okay" but did nothing more. I asked him whether I could have my welcome drink, but he told me he had already given me the bonus points. When I asked him whether I could have an upgraded room, he looked annoyed and told me he would have to speak to someone. After a few moments of awkwardly waiting for something to happen, I told him not worry about it as I was only staying the night anyway at which point he said "okay", returned my card to me, and went about his business. I went up to my room feeling less than impressed. Perhaps I was just spoiled by the really first class service which I had received on Friday, so that my expectations for same were very high on Sunday.
Perhaps the most disappointing of all... I sent an eMail to the hotel manager once I returned home, recounting my experiences both positive and negative, but two weeks later I have yet to receive the courtesy of either an acknowledgement or a reply from the manager. Ultimately my stay was comfortable and certainly more than adequate. Some improvement in client service will bring this hotel from good to great.
September 19, 2013
Rated 5 out of 5 by Annie04 Wonderful Stay, Elegant Setting, Met every need!
We LOVED our stay at the Sheraton Phoenix Airport Tempe. It was delightful in every way - beautiful setting, lovely pool and great exercise room, loved the business center with multiple computers so several were always available! Our room was a pleasure in every way - beds very comfortable and loved the comfy comforters & pillows! The bathroom had elegant fixtures, and we loved the complimentary beverages as well! We had to drop someone off for a very early morning flight and it was so great to be so close to the airport. The staff couldn't have been any better! Very helpful, kind, thoughtful and accommodating! We're so glad we had the wonderful privilege of staying there!
August 26, 2013
Rated 4 out of 5 by ShelB62 Nice hotel; nicely kept
This hotel is consistently good. The staff is always pleasant and accommodating. The pool is clean. The only thing I would suggest is having a staff member go out to the pool occasionally to take drink orders. I ordered a couple of drinks from the bar, but felt out of place as I was in my bathing suit and others were fully dressed. A waiter or waitress poolside would be cool. My family loves staying there as it is centrally located to where we are from the ballpark, shopping, zoo, any other activities we have planned.
September 16, 2013
Rated 1 out of 5 by SPG20012 Hotel Doesn't Honor Reserved Room Type
I have stayed at this several times through the years, but my last experience and how it was handled by front desk staff will not have me going back. I am Gold or above at competitive hotels and they have never treated me this way. I booked a room with double beds well in advance and it wasn't available when I checked in around midnight. Instead a single king room was the only one available. They didn't tell me this before I went to room and only offered to refund my points when I complained. This is why I reserve a room in advance. If I didn't show they would have made me pay, so when I reserve a specific room, I should get the same guarantee.
March 12, 2014