We decided to book four nights in the Sheraton. We called the hotel direct and booked with them through their reservations team on the telephone. We asked for a room two adults and two children aged 11 & 15, the lady took the booking,names and ages, confirmed the price and we were all looking forward to our treat.
We arrived at 1pm as they said we could have early check in, thats when it all went wrong.
Firstly driving to the front entrance there was a huge amount of chaos with cars everywhere and staff stressing out under the pressure of guests, seems they dont have a system of valet parking and the keys are all thrown into a box and then they rifle through it to retrieve them at your request. So after that little shock we approached reception.............everyone was moaning and complaining about everything!!! I have never seen anything like it. People checking in shouting at the reception staff who kept disappearing into the back for ages, im still not sure why they did that as they never re appeared with any solutions to the complaints.
Still we waited patiently in line for our turn. When the time came we gave our booking reference and thats when we were told that the rooms only sleep two adults and one child????
Pardon was my reply? We booked directly with you, yes they replied , we have your booking here and we are not sure why you were offered one room as its not possible! Then she just stared at me along with my two children. I said this is completely un professional of a hotel like The Sheraton and asked what the solution was, they said pay for another room!!!! Of course thats the answer, ill just do that, not.
My Daughters by this time (been in the queue for an hour) had just about enough of the problems not only we were having but most of the other people.
The Manager appeared and in between dealing with others he came to us and said he was sorry but the only solution was to take another room which he couldn"t even guarantee would be on the same floor! Wonderful. He added that no Hotel in Doha will accommodate four people in one room, so i should already know that I suppose? No, I think his booking department should know that not me.He sent a member of staff with us to view the rooms to prove his point.
Anyway we left with one 11 year old in tears.
We booked a Ambassador suite at the Four Seasons for the same price as two rooms at the Sheraton and its far far superior. Sheraton is very very tired and needs complete renovation in my opinion. The room they showed us was small and even sleeping three would be a squeeze, i couldnt even see where they would put the second bed, the manager agreed with me.
So please be warned as I dont want other peoples children to have their hopes smashed because of a incompetent booking department.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Hannah S,
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thank you very much for your review of our hotel on TripAdvisor. I would like to apologize for the many inconveniences you endured while trying to check-in to our hotel. Rather than offering to explain some of the incidents mentioned in your review, I believe that it is obvious that we did not meet your expectations and made a number of mistakes, starting from accepting your reservation for a room with four persons. I am not sure whether you are planning to visit Doha again in the near future so that we could make amends for this disappointing experience and I would therefore appreciate it if you were to contact me directly on my below email address so that we could discuss this matter in a more private forum and agree on what could be done to make you restore your faith in our hotel. I look forward to hearing from you and remain,
J. Thomas C. van Opstal
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.