Sheraton / Starwood
Reviews and Complaints

I need to report a rude and arrogant manner about a male front desk manager today while I making reservation. He is very picky and unfriendly from the beginning when I were ready to check in and after I submit my payment with credit card and got approved, he then cancel my booking and ask the security guy to ask me to leave. This is unacceptable experience at Sheraton Hotel and the front desk guy said other hotel front desk people who check in with a university card is stupid and he said he was very experienced with several years at the hotel - which sounds so stupid in itself and ignorance. I ask him to print the paper showed me that there is free of charge of this cancellation but he just call the security guy come over to ask me to leave. But the security guy did not ask me to leave but listen my words patiently and another front desk lady print the paper work I need.. So I got the paper, but I need to report to Sheraton Group about this ignorant and arrogant male front desk manager and I hope you can find this guy - every staff at Sheraton Philadelphia University City Hotel know who he is, and WARN or TRAINING this guy again! He does not deserve to be the manager there, many other staff such as lady front desk staff are much nicer to the customers and more capable in this job. I am really disappoint at Sheraton Philadelphia University City Hotel to have this kind of guy being the manager and thus, I hope you can take this issue seriously to take care of our customs rather than take care of arrogant front desk manager like him.

I have been calling and emailing the Sheraton Panama since April 2018. I stayed in the Sheraton Grand in Panama in April for 2 weeks as part of a company conference. The company is GSK and there were many people from other South American countries and the UK. In excess of 100 staff attended and stayed for 2 weeks. My issue is that I was incorrectly charged 10$ for laundry which has now been refunded but still have a $30 charge. When I 1st called in April I was told over the phone that the $40 will be refunded. I have no idea what this is for and have asked many times for a copy of the receipt or details of what this charge is for as this is not in the final bill I received when I checked out. I am not getting any response at all. I think this is another incorrect charge and should be refunded. Can you please look into this matter personally and get back to me. DO not give me any names or emails for staff in Panama as I refuse to deal with them now.

During our stay the week of August 12th, 2018 at the Sheraton Broadway plantation, I slipped and fell on the wet floor on Friday the 17th Resulting in a bruised toe, a swollen knee and a swollen ankle along with broken prescription eyeglasses. I am mediately contacted the front desk in management and they came to me with an incident report. To date I have not heard a word from anyone having anything to do with Sheraton Broadway plantation. Although we booked the Sheraton from August 12 to August 19th we ended up leaving The morning of the 18th as I knew I needed to see my orthopedic surgeon Dr Kuhn, Middlesex orthopedics, Middletown Connecticut and to see if I can have my glasses repaired.
I have stayed with you both in Florida and South Carolina several times and I am extremely disappointed that no one took the time to help me or returned my calls. No one has tried to call me to see how I was. I am going to be forced to seek legal counsel if I do not get a call in the next week. Sincerely
Kim Joanis
30 Rutledge Rd
Wethersfield CT 06109
[protected]

One couldn't describe how sorry we are to ourselves for choosing to stay at this hotel for 2 nights in 4 rooms. Here are the details of our stay:

Check-in: Sunday 17 June 2018 (from 15:00)
Check-out:Tuesday 19 June 2018 (until 12:00)

Check-in:
We arrived at 5 pm, which is already late for check-in only to realize that our rooms are not ready. We booked 4 rooms via Booking.com. After insisted to have at least a room ready because we have 3 infants with us, they provided us one room at 5.45pm. At 7.30pm I went and checked at the desk, but the other rooms are still not ready yet. Even worse, they only have can provide in total 3 rooms for us, not 4 room as per our booking. After arguing with me that it's not their fault but Booking.com as they only received a booking for 3 rooms but not 4 rooms, Natasha told me that we can give you the room Complimentary if there's a room available or being canceled last minute but warned me it could be late at night. We take her words for it.

The other 2 rooms were ready at 8.15pm! When asked about the other room, they mentioned that they no longer have another room because they are having a full house today. At 11 pm after dinner, I insisted to have that room since we are a big family which no way can sleep comfortably in 3 rooms. The desk finally released a room to us at 11.58pm but insisted we have to pay for the room, even though we received it at midnight and even though Natasha has promised that it is complimentary.

I felt that Natasha only mentioned it will be on a complimentary basis to end the argument but there is no effort at all at her side unless we insisted it like we did at 11 pm. I feel like I'm staying at a really cheap hotel. Not only we have to pay for the rooms after asking for it like it's not our right to have the rooms, we have to still pay the full amount without even getting compensate for a really really late check-in.

Uneven surface:
My 1-year-old daughter accidentally scratched her left arm to the table. At first, I thought it was not serious, but after crying so loud I noticed the wound is so deep and caused by the uneven surface of the table. This is serious and not the expected out of a good hotel name.

Swimming pool:
On our second day, I brought my 1-year-old daughter to swimming pool. When we arrived the towels are no longer available, there was no one attending the booth! So I brought her to swim, 45mins later, as the water is too cold she wanted to get out of the pool. We bath her and there is still no one attending for the towel. She was shivering cold waiting for a towel for a 20mins before we received a towel.
On top of the date, the pool is really filthy. The area looks uncleaned.

Breakfast:
The coffee machine was out of order and leaving only one machine up and running. Due to high traffic, there was a long wait for coffee and to add matter worse - the staff took a long time to refill milk, and later water.
Your excuse shouldn't be oh we are currently full house if you can't operate to that capacity why bother operate?
There should be a backup plan, offer made-to-order coffee or place a dedicated staff at the coffee machine or ensure full maintenance during peak season?!

If you ask, I will never ever repeat or even recommend SPG hotels to anyone with this experience. I've sent an email to David Scully, the GM of that chain on 7th July but did not receive a reply since.

On Aug. 4 my husband and I checked in to the Sheraton Hotel in Hyacinthe Quebec. We had been driving for 8 hours and being close to 80 yrs. old we had no choice but to book a room here at $269.00 for 1 night, as all other area rooms were booked. We were very shocked at the price but knew driving any further was impossible.

We checked into our room and I went in to the bathroom to freshen up, closing the door behind me. When I went to exit the bathroom the door would not open. My husband tried to open it from the outside and I was trying desperately on the inside. I finally suggested he phone the front desk but he couldn't find the button on the phone to get a dial tone. By this time, being claustrophobic, I was starting to panic. He then decided he had to go down to the front desk and get help. In the meantime I was left sitting on the toilet imagining what the situation would be if I had checked in alone. With having no way of contacting anyone I would have been locked until the next day when the cleaning staff came by. This panicked me even more. I tried to put it out of my mind.
My husband returned with a man who tried to open it, even resorting to advising me to stay clear while he smashed it in. That did not work. He left to go and get some different tools. He returned and managed to pry the door open and he removed part of the latch and let me out.
After dinner I told the front desk about what happened and they assured me that someone would contact me the next day. I followed up with the hotel on the 6th and was told the person in authority would contact me by the 8th. I have yet to receive any call.
This was a very traumatic incident for me, as I think it would be for most people. If this had happened to a person on their own this complaint would probably have resulted in a lawsuit. I would like a complete refund for the room and an apology from someone in authority.
Patricia Astley

My name is Corinne David SPG member
[protected]

I stayed at Sheraton Miyako hotel in Tokyo from 7/20/2018 to 7/24/2018

I have allergy to Mildew which triggers migraines and vomiting

Sheraton Miyako hotel in Tokyo has a mildew issue
The entire 6th floor smells mildew

3 rooms, I was assigned to, had mildew

Room 706 was the best for my sensivity and
It still had mildew
See pictures of room 706 attached

Please have the hotel correct the mildew issue

Mildew is not safe

Thank you for looking into it

Corinne.c.[protected]@gmail.com

I let the hotel know about the issue see attachment

Hello:

I was hurt last week at the Sheraton Hotel in Salt Lake City Utah where I was staying from June 23 to June 28, 2018. Around 10:00 PM, my toe was badly cut by a damaged bottom part of the loveseat in my room that left exposed a metal piece.

When I called the main desk of the hotel, they offered to bring me some bandage and that was it. Also, I have to insist for them to remove the damaged chair because I got cut a second time even though it was not that bad as the first time.

This showed me that the staff knew about it but did leave the damaged chair in the room. I would like to be compensated for the pain, suffering, and negligence of the hotel. Also, I would like to make sure that the staff have not brought the chair back into the room without repair after my departure.

My guess number: 1120208 and I added some pictures taken after the incidents.

My complaint is I made a reservation for June 29 through July 1 after I made a reservation I called to confirm and to make sure we had a pull out couch for our son that was coming with us the person I spoke with assured me it was no problembob would have a pull out for my so. We checked in and went to our room and no pull out couch so I called the front desk the lady told me their were no more room available for us to be able to get a pull out put offered a rollaway bed ok what choice did we have.
The next day we come back after being out all day to 1 bath towel and 1 face towel for me my wife and my son while on the phone asking for more towels my wife told me to come look at the room neither our bed or the rollaway bed was made up and the trash can not emptied this is not acceptable by far the house keeping staff memeber who done our room needs to be retrained our let go this is by far one if the worse hotel expierances I have ever had.

On be half of my partner & I. She booked a function signed a contract and got extra billing for services that did not match up to the original billing. It appears to be hidden costs that was not discussed. Also tip/gratuity was automatically attach to our breakfast meals w/o consent. The bedding mattresses were worn out very uncomfortable. All this took place Friday, April 27-28, 2018 at Cleve. Airport Sheraton. The function brought a considerable amount of business

Records will state that she booked the Orion ballroom on October 31, 2015 before
and was very pleased with the service and billing etc. This time around we were very dissatified & disappointed. I think it fair some type of retribution/compensation

Cordially
Thank U

Dear sirs,

i was a guest at the sheraton herndon dulles airport hotel on 03/16/18. I stayed at this hotel because i was traveling to india the next am.

When i arrived at the hotel i was shocked to see that it was undergoing a major renovation. Both the restaurant and bar were closed and i was told that i could take the hotel van to a nearby shopping area where i would find restaurants. As a single woman traveler, i intentionally pick hotels that have food/beverage service so that i can stay within the compounds of the building.

There was no indication on sheraton's website that this hotel was under renovation as i would not have stayed here.

This to me is poor and unacceptable service.

My name is Sarah Ann hall I rented a room at the Sheraton Detroit Novi, mind you I stay with your hotels because I hold them to a higher standard it's not a red roof in and I expect my bed linen to be clean and to be in a smoke free room my son coughed all night and when I asked to me moved to another room I was told that there weren't any available. I am a exclusive member with your hotel and honestly if I'm not refunded or something of that nature I will not be staying with your hotel anymore. Thank you for listening

My wife and friends are going to the Cowtown Marithon in Fort Worth, TX today. The website showed that the shuttle was running from the Sheraton to the race. I called to make sure what time the shuttle was going to run and they said it was not. It was out of their 2 mile radius. I told them about what the site said and that is why we chose to stay there.. she then hung up on me. I called back and spoke to a supervisor and she stated the same thing. I believe they had the shuttle posted to get people to stay and never intended to run it. We will not be staying at a Sheraton or any other hotel in the chain. Very frustrating!

Rude stuff! Mean supervisor! Broken door... Stinky shower sewer, water leaking from the broken shower all over the room corridor... Room was never cleaned properly! They never smile to you unless you speak spanish. We were treated like [censor] every step of the way! I couldn't wait to leave on my second day here! We were so happy at first to come here and spend our vocations in dominican republic our favorite sheraton hotel! One evening, we we're discussing something with my bf as someone started knocking aggressively at the door, as he opened it was security saying that we are too loud and if someone will call them one more time we are out, and if we talk we have to whisper! They kept threatening us and were so mean! What? We hear our neighbors (Or whoever was there before them) every night, because the walls here are made out of paper, it's not my fault and I don't have to whisper. I called and spoke to the supervisor, he was rude, never tried to solve the situation! I'm so upset and disappointed, stayed in sheraton million times, never had such a bad experience!
After we had all this issues with the stuff here, me and my bf got food poisoning, had high fever, were throwing up and had to call the doctor. The hotel did assist us after I was arguing with them for a while that it's their fault we got food poisoning, their kitchen stuff violated the health department policy, we booked all inclusive and we're eating only at the hotel. We didn't even leave this place through out this few days of stay here. Because our shower is leaking, water got our corridor flooded I slipped and fell quite a few times on my back, I have bruises now! I'm tired talking to the supervisors here, there is no help. As soon as i'm back to states i'm going to see my lawyer. I have doctor's note about food poisoning! And i'm getting my bruises checked and recorded as marks I got here while staying at this hotel!
I want to get my money back, my health and safety were under the risk because of how unprofessional this place and its stuff is. You don't follow safety regulations and health department has to check on you!

My room when checked in one bed the comfort was filthy, both skirts on the bed was dirty, carpet had not been vacuumed, dust e everywhere, bathroom toilet and floor dirty. I was moved to another room. On Friday they did not empty the garbage on wipe down bathroom floor. We never got the clock radio that was missing. Glender Anderson [protected] SPG-A6540

My name is mandy hughes. I have been very ill due to having terminal cancer! Please I never usually use this for an excuse but you need to know how angry I was!
I was feeling very anxious about going out due to my hair loss, my husband asked if i'd like to go to the sheraton! Of course I said yes! We took our son and his girlfriend whom were visiting us from nz. I went to the bar and ordered pre dinner drinks! I approached the bar when "stephen" asked us for drinks. I proceeded to show him my priority privilege card on my phone. He said he knew nothing about it. He then took our orders and asked to see my sons id! We had a bit of a giggle about it as he was 28 and his girl was 27 years old. Stephen then said there photo licence was not valid in australia. He then asked for there pass port. They actually had it on there phone. He said he needed to see it! I found that he was becoming most difficult so I asked to see the manager. He then decided to allow us to have drinks! He then frizbie tossed our coasters on the table and made an example of me by tossing it harder! I was so appalled by this blatant obnoxious person that I decided to fix my bill up and leave. The bar attendant "john" was more than happy enough to take my priority privilege card from my phone! I told him that I was so angry I had the shakes!
It was a very unpleasant experience for me and I left in tears.

I stay at Four Points Sheraton Galveston Saturday April 1st for one night and had the worst night sleep. The people next to us were loud and drunk. Banging on walls and tried to open my door that was about 1am. Then at 5am the same thing! 2nd floor. I called downstairs and NO answer. I paid 240 for one night and got no sleep. I was better off at the motel 6.

I bought and iphone on craigslist. It was from a worker at the Sheraton Hotel Maitland Florida. It was actually stolen out of the conference room. I'm very upset I had to drive 50 miles to cassleberry florida much less go through tolls. I take care of my kids and never buy myself anything. So I decided to treat self to a stolen phone. I contacted the owner and let them know. But I'm out $200 from a sheraton thief.

I will be attending a conference at the sheraton new york times square hotel in march 2017. The group is agpa. The brochure says the room rate for reservations made before november 30th, 2016 was $239.00 and beginning december 1, 2016 and after the rate was to be $259.00 I called on december 11, 2016. At that time I was told the rate was $285.95 and that was the only rate available and it was completely non-refundable and there were no rooms for any rate that were refundable.
In recent conversations with agpa, they told me that sheraton is in error that they had negotiated the $259.00 room rate to hold up to and including the dates of the conference. However, they told me that even though I was mislead they needed me to be in touch with you as I had booked a nonrefundable room as I had been told all rooms were nonfundable although this was not correct.
In these times of alternate facts, I hope that sheraton/starwood can take the high road and apply the truth and apply the $259.00 rate to which I was entitled. It is a small thing but truth and reliability mean a lot to this organization of which I have been a long time member.
Elaine klionsky, j. D., ph. D., inc.
Confirmation number [protected]
Please advise me of your action. I will forward this to my attorney and your legal department if I do not hear back from you.

I ordered at Shark rotator Professional Life-Away 3-in-1 vacuum from Sheraton market on March 11, 2013. The order was still awating fulfillment two weeks later. I queried by email and did not get any response. I then requested the order be cancelled via their message capability on their website. No response. I think opened a dispute with my credit card company and was successfully refunded my purchase price in full. In mid-April sheraton market emailed me that they were shipping. I again responded the order was cancelled and money refunded. they did not reply and shipped anyway with no UPS pre-paid return label included. I wrote again telling them I would not pay to return unrequested merchandise and to order a pick-up from UPS. Again no response. This company is terrible. Please do not buy from them.

What I try to say at here is not “general comment”. What I have to say is a serious complains! I just try to question sheraton or starwood can you still keep good service in china or have to become a very local bad service and low class hotel?

Ok, here is my bad experience. I discussed with a guy whose name is yang bo belongs to the four points in beijing and he is the director of the sales department. He promised me a price rmb16, 000 for a 73 square meters, service apartment or price rmb13, 000 for a 53 square meters, service apartment both can have extra 2 persons’ breakfast, 2 gym accesses and a parking.

He made me traveled twice to the four points in beijing where is 30km away from my place. However, when my wife and me went there today and prepared to sign a contract and we even plan sign for 5 years contract because I am be relocated by my company to china for 5 years. But at the last moment the sales lady told us that she did not know what yang bo promised to me and she cannot give me the price because that price is way over her authorization.

The story did not finished yet, the worst part is when we called the guy named yang bo together he totally denied what he promised to me and told me he cannot remember what he said to me on the phone last week! What a joke! Such a dishonest person can be a director of the sale department in a four points hotel! What a huge shame for sheraton and everybody who works for sheraton! It is insult and already nothing about the price anymore! He implied I am a liar!

So should I make voice record when I call sheraton or any other starwood chain hotel every time?! I phoned the head office of starwood tonight but too bad they cannot find the general manager for the four points of beijing. I am seriously waiting for a reasonable response from sheraton or starwood. A very reasonable explanation!

If sheraton or starwood cannot have the capacity to maintain the level what provide in north america then please do not come to china to make old customer disappointed so much! I updated my china cell phone under my member zone so I do not mind to receive call from starwood to explain for the whole issue.