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| - Updated review:
Hanyo poolside service is just awful. There is no other way to put it. The bartenders, the waiters, the towel boys are all lazy, uncaring, and neglectful. I think it is a complete joke that gratuity is added to all tickets when it's like pulling teeth to get any service. The first waiter was slow. Then he "forgot" to bring me my change from my bill. I had to ask the new waiter for him to bring me my change. That made me feel awkward, and like I was being the rude one. Then the new waiter completely ignored us, even when I put an entire row of flags up to get his attention. I went to the bar, ordered a drink, drank the entire contents, used the restroom, all while the flags were up and ignored. The area was not crowded. I took that time to go up to the front desk and complain. Time out from my vacation. Time away from relaxing. My husband works 80 hours a week, I run a small business, and we can't even go to an "upscale" resort and be served a drink. At that point I decided that I didn't care to spend any more of my hard earned money at the pool.
The shuttle should have an expected schedule. The idea of it is nice. Waiting 45 minutes for it, and having the casino valet call the driver twice, apologizing to us for what is not his mistake, is not nice. And God forbid that the driver be pleasant. The first one was talking on her cell phone to her kids the entire way. Does that seem safe? Apparently she is following the criteria to work for Sheraton. I'm seeing a pattern here.
My husband ordered room service around 6:30pm. The food was good. But I did not appreciate coming back to the room at 11:30pm to see the plates still sitting there on the floor. To me that just screams, "roach attack"! But what should I expect when our room had very obviously been half heartedly cleaned? The sheets and comforter weren't even on straight when we arrived.
The icing on top of the cake was the fire alarm situation. That really should have been handled in a more professional manner. I expect to have something like that told to me when I'm booking my reservation, or at the very least at check in. The front desk informed me that they did not receive the information until 6pm the previous night. What would have been acceptable (if that is even true) would be to leave a recorded message on all the room's telephones. If I would not have left the room at 9:15am to get a newspaper I would have never seen the notice that was at the front of my door. I would have been inappropriately scared at that point. We rushed to check out just to avoid the screeches. Yet again, no relaxation to be had at The Sheraton at Wildhorse Pass!
When checking out I saw an error on my printed receipt. The Hanyo Grill had charged us for a bill that we did not owe. We paid for every single item in cash. Another way to get extra money and extra gratuity out of us it seems. Disgraceful. Luckily, the clerk promptly took it off our bill. Let's see if it shows up on our bank statement. As you can see, I have no trust or faith in your institution. After 3 years in a row of stays at your hotel, I can confidently say that we will never return to your property.
I was supposed to have the manager call me today to discuss these issues. Would you be surprised to find out that my phone hasn't rung?!
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