Rated 2 out of 5 by KDBP Poor customer service
I stayed at Sheraton on 9th June, 2015. While my employer has to pay for my stay, when I arrived at the hotel, my credit card is used to hold an amount during the period of my stay. The charges have also been made towards my card. So I contacted Sheraton regarding this, and I was told that a credit card authorization would be sent to employer. Since then, I have called Sheraton nearly 10 times to check if the payment has been received from employer, and if the charges made on my card have been refunded. But, I never got a clear response. Also, the accounts section never takes the call; I even left my number in the voicemail, but I never got a response.
I am really tired of this issue, and am disappointed with the kind of service I am receiving from Sheraton.
July 24, 2015
Rated 3 out of 5 by lpauline Not For Experienced Travelers
This hotel may be fine for those who stay one or two nights or are in for a conference, but for travelers who need a place they can call a home away from home while they are traveling constantly…then NO!
Over my past 3 visits here, I have experienced the lack of reliable elevators, which have taken as long as 8 minutes to arrive! The club lounge is not monitored, nor restocked throughout the morning or evening meals. The food runs out before 7:30 am and is not filled up again. By 6:30 pm, most or all of the food is gone and so is the water!
I know they are currently working on fixing the 3rd elevator, but I still do not think it will increase the speed or the efficiency…they are just reallllllyyyy slow elevators!
June 24, 2015
Rated 1 out of 5 by Etranger Awful
THis hotel needs to be refurbished from top to bottom. It is an eyesore and does represent the true brand called Sheraton. Worse experience!
June 2, 2015
Rated 5 out of 5 by RegisH Winnie was amazing!
Winnie at the front desk went above and beyond to make me feel like a valued guest. When my room was not defeathered in time, she picked up my tab in the bar and let me know when it was available.
May 27, 2015
Rated 2 out of 5 Poor experience
Very poor experience staying here for a conference. Unresponsive staff (two hours to get food), slow and often unfunctional elevators (had to make several trips to the 12th floor by stairs), poor wifi capacity (it was a struggle to stay connected; was charged for room wifi too, even though was explicitly told at check-in that charges would be refunded as an SPG member). The hotel is dated in many ways... and feels it.
April 23, 2015
Rated 5 out of 5 by Suz407 first time stay
I found the staff very helpful and accommodating. We had trouble with the phone and within 5 minutes someone came and fixed it. The room was quiet and comfortable. We ate at the Mika restaurant and found the staff very helpful and friendly. The food was quite enjoyable. It was a quiet and relaxing atmosphere. I would definitely recommend this hotel to someone else visiting the area.
April 9, 2015
Rated 3 out of 5 by Deed26 Great front desk, Staff at bar lounge needs improvement.
I stayed at this hotel for the first time. I was pleasantly greeted at the desk and had great friendly service. I went down to the bar to sit and eat instead of venturing outside. There were two bartenders, one of which did not even acknowledge my presence at first. I sat down and was told I would be given service at the table. I sat for 15 minutes before anyone came over, they gave me water and a menu and did not even ask if I wanted something to drink. I then had to get up to go to the bar to ask to order food. When the food came, it was warm and should have been cold. I imagine it sat under the heat lamp too long. Warm shrimp cocktail is not appealing. I asked the bartender for more water and he took the glass and brought it back without saying anything to me. When my main course came out it was very overcooked as it was probably also sitting under a heat lamp too long. They only had two customers at the bar and were extremely unattentive. I was very upset by the service in the bar lounge. I would not come back because of that reason. The hotel room was clean and the bed is comfortable. Thank you.
March 25, 2015
Rated 3 out of 5 by RJM1960 Good Stay, Terrible food and customer service
I must stay here because of work. While the hotel is comfortable, the food and food service is horrific. It was so bad I was compelled to talk to the hotel manager. He gave a lot of excuses and told me they know the problem and need to improve. So time will tell if it improves.
February 28, 2015
Rated 1 out of 5 by wylegguy Never Again
I am a Starwood Platinum member and stay at a wide range of properties in Canada and the US primarily. In a nutshell:
1) The hotel is extremely dated and looks stuck in the 70's. Worn, tattered and in need of updates at every level.
2) Check in was slow but adequate. The clerk apologized and indicated he would upgrade me. It was late and I just wanted a good nights sleep. I went to the room which was essentially two rooms. It was freezing...I don't mean cool...it was 57 degrees! I turned on the heat in each of the two rooms which had the old side heaters. I put extra blankets on the bed. My sleep was interrupted by loud knocking in the heater s...all night. By the time morning came it was still only 65 degrees...that is on my 3.5 hours sleep.
3) There was no hot water in the room...ran the water for 10-15 minutes, still ice cold. Took my army shower...great way to start the day. Called the desk and clerk said sorry, did I run the water. Then he offered my some consolation points and didn't offer another solution.
I could go into other small details but this is a mediocre property that I would never stay at again.
January 9, 2015
Rated 5 out of 5 by ErickAlex Hotel has all the amenities!
I stayed in the hotel for one night, on the 21st floor. Everything was very clean and the room was neat and had a great view onto the Virginia countryside.
The staff was very helpful and courteous at all times.
The restaurant was excellent - great food. We even got to meet the chef.
I will happily stay there again.
December 22, 2014
Rated 5 out of 5 by lsiefnbg NOvember 2014 Stay
The higlight of this stay was the attentiveness of the staff. Especially the front desk manager Cassandra who was the best hotel professional I think I have interacted with in years.
November 27, 2014
Rated 1 out of 5 by Bert7 Bad experience
No maid attending our room on Saturday.
Noise by neighbors next to our room and on top of our room.
1 elevator out of 3 working.
November 24, 2014
Rated 4 out of 5 by Heinrich82 Friendly staff and a nice lounge.
I stayed here during a month long radiology conference. Overall I enjoyed my stay, the staff was helpful and friendly. The bar and lounge were clean and well designed. I also appreciated the free breakfast that came with the negotiated rate. It consisted of a good variety of fresh fruit and hot items. The only criticism would be that it got repetitive after the 5th or 6th time. Additionally, my AC made an annoying clicking sound some nights that interfered w sleep.
October 31, 2014
Rated 3 out of 5 by kbringle OK
Great w Starbucks
Bland rooms (outdated)
Great bar food
October 26, 2014
Rated 5 out of 5 by Agbaye1 My Stay at Sheraton Silver Spring, MD
The hotel strategically located in Silver Springs, close to activities that will make a customer come back. the hotel is clean and staffs are very nice.
October 25, 2014
Rated 5 out of 5 by Debra45 This hotel was very convenient and had everything I needed
The staff at the desk was extremely helpful. Parking was convenient and not too overpriced. Beds very comfortable and hotel was quiet for sleep. Good bar and restaurant service.
October 22, 2014
Rated 5 out of 5 by SRD50 Excellent Front Staff
The hotel was great...the room was great..the breakfast was great. What was outstanding was the front desk and their willingness to assist when needed. Greetings when reentering the hotel made it feel like I was arriving home. Can't say enough...except she seemed to be there, 24/7!
October 13, 2014
Rated 3 out of 5 by psych52 Needs to be updated
Facilities need to be updated. There was no sweet rolls and limited choice of drinks for the meeting I attended. The air conditioning was very noisy.
September 30, 2014
Rated 5 out of 5 by James1998 Awesome staff makes you feel at home
The staff was extremely nice and professional, as well as very personable which makes a huge difference for those of us who travel quite frequently on business. The hotel was clean, up-to-date and very comfortable. The in-room Starbucks coffee as well as the full-service Starbucks in the lobby were HUGE bonuses. My stay at this hotel was an exceptional experience and every staff member here deserves a 'pat on the back'.
September 15, 2014
Rated 4 out of 5 by Membsie great location and front desk service.
Room was nice for a standard room. Bed was fantastic! I love the Tub except for it not having anything in the bottom and I slipped and almost fell twice. Would visit again.
August 23, 2014
Rated 4 out of 5 by BHSCA Perfect for business
accommodating staff, nice rooms
August 13, 2014
Rated 5 out of 5 by Viktrola Special thanks to Idris
We would like to thank Idris for his kindness. We were at a conference and my husband wasn't feeling well. He was exceptionally courteous and helpful.
August 12, 2014
Rated 2 out of 5 by Ssnsailor Disappointing
We arrived shortly after noon on FridayAugust 8th and thought we would check in early, we had specifically asked for an early check-in when the reservation were made. The check-in individual was on the phone with what sounded like an irate customer. She did not acknowledge our presence and continued to try to deal with the individual on the phone. She then marched off to get someone else, I thought it was for help checking us in, but that was not the case. She came back and asked how she could help. I gave her my information and asked about a room on the club floor. She indicated that it could not be provided as there was none available for my priority level (Gold). When I pressed her further she went to get the manager. The manager (Mr. Mamadou) advised me that there was no room available for a complementary upgrade, but for $40 I could be put on the club floor. I told him that previously when I stayed on a SPG property, specifically Westin & W, I was granted an upgrade without charge. His reply was that it was no longer being done and that only Platinum level members are granted upgrades. When I mentioned to him that there was no indication on the SPG website he said that there was specific mention on their hotel’s website. He also stated it has been this way for many years. I told him again that I did receive upgrades and his reply was that I was provided that upgrade because those properties were struggling to survive and needed to please customers. The manager was very forceful and unyielding without consideration to the extent of almost being rude unless I paid. He exhibited a talk down attitude as if being bothered. I finally gave up the request. I asked the check-in individual to please put us in connecting rooms. She gave us keys and we proceeded to our rooms on the 15th floor only to find out we did not have connecting rooms. We proceeded to the front desk and were assigned connecting rooms on the 10th floor. The double bed was a surprise, but it was clean. The room had a musty smell, it smelled like old damp carpeting. The bathroom was the size of two phone booths. The leftover socks on the floor under the desk was concerning. To characterize this property as a Category 4 I believe is a mistake. I should like to point out that when I reserved on the SPG website there is no mention of restriction of the club floor to Platinum members and there is no mention on the hotel’s website. I always look forward to enjoying a stay on a SPG property. After rising on Saturday morning we proceeded to the lobby for coffee and were advised that the individual who was responsible for opening the coffee shop had called in sick and it would not be open. We proceeded elsewhere for breakfast. Upon departing my associate in the next room advised the front desk clerk that the hair dryer in their room was not functioning. She was told that it would be replaced. When we returned on Saturday evening it was surprising to find children eating from plates in the lobby, kind of like it was their living room. Apparently this was acceptable to the hotel staff. The hair dryer was not replaced in my colleague’s room. The following morning when checking out we were greeted very cordially by Ms. Nena. She was very professional and made us feel very important. Sad she was not the check-in individual on Friday. It was interesting to note that she was in training but had the right attitude. Our departure was uneventful. All in all I am sorry to say I will not return to this property. This was without question the most uncomfortable stay in a SPG property. I wonder how many rooms on the club floor were empty, no matter. The stay went in the wrong direction from the beginning.
August 12, 2014
Rated 5 out of 5 by Corge123 July Travel
We usually stay at this Sheraton,, great location close to family members,, love the self parking!!! The Starbucks in the lobby is a must for me!!!! LOL,,, This hotel could use some updating in the rooms, but is still a great place to stay. The front desk staff is always very helpful and attentive to your needs. Sometimes the rates go way above an acceptable level for this hotel and we stay at other local hotels,, but always check this hotel first.
August 5, 2014
Rated 5 out of 5 by Wilson2011 First Time Stay
Hotel was beautiful. Decor was excellent, staff friendly and room service perfect.
August 4, 2014
Rated 3 out of 5 by jennifer30 Hotel is adequate but staff was "unengaged"
Room was satisfactory, location was great, and amenities were pretty standard. However, staff were rude and discourteous toward each other. Bell person (male) seemed angry and was not cordial at all. Ladies at front desk did not engage with him, only pointed toward me when I requested a leave my bags until my flight time. I felt like more of an intrustion rather than a valued guest.
August 4, 2014
Rated 5 out of 5 by GJJJ Enjoyable stay
Everything was perfect making my business trip more enjoyable.
July 31, 2014
Rated 4 out of 5 by LZel27 Hotel staff exceeded expectations
While I chose this hotel because it was part of the Starwood group and because of the location, I was blown away by the friendliness of the staff. From the front desk, to the Sheraton Club, to even just sharing an elevator. The staff was exceptionally cordial in every interaction.
July 28, 2014
Rated 4 out of 5 by Nagual Capital Audio Fest
I stayed at the Silver Spring Sheraton as a vendor during the Capital Audio Fest. I found, the rooms clean and comfortable, staff polite the and helpful. While loading our gear to leave the GM took time to help us get our huge, heavy speakers into the truck. All in All a great time, thanks, Sheldon and all.
July 28, 2014
Rated 5 out of 5 by Mate1 Right Choice in Silver Spring
Staff was great. Hotel was clean, up to date and upbeat.
July 22, 2014