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| - Summary: Nice hotel. Decent room. Mixed bag service.
Tip: USE YOUR IN-ROOM SAFE (read below to understand why...)
Booked downtown Sheraton for a quick sports staycation (Dbacks Friday, Suns Saturday). Figured we stay downtown and walk or pedicab around (no designated driver needed :-)). Booked the Sheraton for it's proximity to the ballpark and arena. Also, the company has decent negotiated rates w/ Starwood.
Arrived and valet'd the car. Valet staff was uber-friendly and helpful.
Went inside to monstrous lobby (w/ 25+ ft ceilings)... nice. Overall, the common areas of the hotel were quite attractive. Arrived at the front desk, greeted by pleasant young lady. Check-in was smooth (even signed up for SPG program - of course, these first spam arrived on my email before we made it upstairs! :-)).
So, headed up to the 19th floor... Found our room and opened the door... At first, I thought the cleaning crew hadn't been in yet. I saw a shopping bag and a box by the garbage can. Then, I looked up and saw suitcases and clothing! Oops! Luckily no one was there (or I'm sure they'd have freaked out).
Feeling a bit stunned, headed back down to the front desk. The same pleasant young lady saw us coming and gave a funny look. "Hi again, anything wrong?"... Well, ummm, only if we're not on the room-sharing program. So we advised her of the situation, and looking awfully confused, she turned suddenly and went back to the computer... muttering something about the annoying computer system. Quickly, she put us in a room on the 18th floor, giving us some explanation that "well, it just popped up" (meaning in the selection on the computer system). Nicely, but a bit too efficiently, she sent us along our way and quickly turned and walk back through a door behind the front desk - no doubt to go talk to a manager...
No big deal - for us anyway. Yeah, I guess a little apology for the light inconvenience would have been nice, but whatever. But, what I can only imagine what the other guy (in the room that the hotel gave us a key to!) would think. I hope they did the right thing and told them, but given the clerk's obvious discombobulation, I'd have to guess no.
Knowing this, we were very happy to find an in-room safe when we got to the room :-). Speaking of which, the room was clean and nicely, if a bit spartanly, decorated. Flat screen TV was mounted on the wall, but at 32" seemed way too small for a large wall with nothing else on it. Nice view over the north side of the city and mountains. Bathroom was clean, fairly large, and basic (about what you'd find in a Hilton Garden Inn or a Courtyard). The bed was nice, but too soft for our tastes - and we woke up feeling pretty sore.
Got up next morning and ran down to get some coffee. Little coffee shop in the lobby with a starbucks menu. A couple of friendly guys working the counter. Chai and coffee, easy. A little bummed about having to wait about 2 minutes while the two employees finished listening to a story being told by a woman picking up her drink. I understand though. They were a couple young guys, and she was an attractive young woman. It happens :-).
Check out was by video, but unlike some other chains, no paper copy of the folio is slipped under the door. So, stopped by the front desk to get a copy. Another pleasant young lady asked how she could help. Offered printed or email copy. Chose email. She asked where to send it. I answered to the one you have on file. Looking a bit annoyed, she says there is no email on file (weird, since my reservation showed on the SPG program site, and I had also received Starwood spam). Gave her my email again, and was told, OK, it's on it's way - not thank you, not goodbye, nope. Just done. Nice.
Overall, the experience was disappointing. The hotel and room was pretty average and service was hit or miss. Seems computer systems and operating processes have some gaps. Woulda stuck with Hilton, but not one near sports venues...
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