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| - Without a doubt one of the most disappointing hotel experiences I've ever had at a Sheraton. My family and I usually rank Sheraton as one of our top hotel choices whenever we travel, and as SPG Platinum members, it's usually well worth the price point for service and perks of the lounge. Not so this time. The two stars are for the prompt valet staff, helpful downstair attendants, and kind servers in the SPG Lounge; pretty much everything else, especially Guest Services, was dismal.
The rooms here are on the small side, although the beds and armchairs are pretty comfortable. The bathrooms come with shower curtains and no shelves to put toiletries, not to mention an outdated thermostat with the little knobs (but still worked pretty well!) instead of the usual digital ones. Parking is $20 for self and $30 for valet per night.
The first night, my family and I walked in to check in ourselves and our vehicle, and we let the front desk know that we would only need parking for one night. The gentleman reassured us that was fine, and we went upstairs to our room. The room had few amenities and not enough towels, so we called Guest Services to request towels, toothbrushes, and toothpaste. We waited for half an hour with no luck, so I called again and the attendant on the line reassured me that they would send someone right up. Another half hour later, still no luck. I call again and mention that this was the third time I'd called and it had been over an hour since I requested the materials. Finally ten minutes later, an attendant knocked at the door and brought us the requested amenities.
The next day, my family and I set out around noon. Before leaving the room, I called Guest Services to request that housekeeping clean our room. When we came back to the room around 10pm that night, it was evident that housekeeping had not even stopped by, as the beds were unmade, towels were still on the floor, and none of the amenities were restocked. Since it was so late, there didn't seem to be a point in having our room cleaned, so we called Guest Services again for some towels, water, and slippers. It was an hour of waiting before we called again, and the lady on the other end of the line essentially said we "hadn't been clear in our requests." This, coupled with the lack of communication and dismal service, was incredibly infuriating.
We extended our stay by one night, which we did directly through the SPG website as none of the downstairs staff seemed to be able to help (which confused me because at other Sheraton properties I've stayed at, there has never been an issue with extending a stay via the front desk). During our check out, we were told that everything was taken care of and there were no extra charges. I was confused by this, as we had requested parking for the one evening and I thought that was an additional charge, so I checked with the front desk again and inquired about any parking charges. It turns out that the front desk was only looking at our extended evening of stay that had no parking charges on it, but when they pulled up our previous nights' stay, there was a charge for two nights' parking instead of one. This mixup wasn't too big of a deal, and the manager and front desk staff were kind enough to reverse the charges in a relatively painless process. We left the hotel with a slightly better impression than the one Guest Services had left us with previously.
The SPG lounge here is pretty small and is a converted bedroom that is accessible via card swiping. The breakfast provided consisted of eggs, bacon, oatmeal, various boxed cereals, milk, juice, yogurt, and fresh fruit. The food varieties were not as fresh or well-made as some other locations, but the servers in the lounge were kind and very sweet, and they definitely made the stay more pleasant.
As other reviewers have mentioned, this location is very close to the Convention Center and whenever there are events, there are hordes of people coming in and out of the elevators as well as the property. We encountered this on our last day, and it took waiting for two other elevators before we could fit into one that wasn't already packed with people.
All in all, a pretty disappointing experience. My family may stay here again for convenience's sake, but I do hope that Guest Services revamps their customer service and communication.
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