The Good: This hotel has many good things. The entire facility has been renovated from top to bottom. If you did not know any better. You would think this property was brand new. The lobby is spacious, smartly designed, has all of the signature Sheraton workstations w/ free wi-fi & computers. The hotel has ample free parking. It is in a good location in Ann Arbor. There is a shopping mall just behind the hotel, restaurants are close as well as a market. The hotel was a little hard to find even with the GPS because its somewhat hidden. The rooms are quite nice. I have read other reviewers say "the rooms look tired" I am not sure what they are talking about. Because my room looked brand new, the carpets were new, the furnishings, everything. The lay out was very practical with a nice working desk, ergonomic chair, great lighting, a refrigerator, microwave & coffee maker. The bathroom while small, was well appointed with lots of fluffy towels. I am a SPG GOLD & was on the 5th floor (505) which is the SPG Floor. It has key card access only & the amenities are upgraded. There is a great Sheraton club lounge on the 6th floor & the hotel offers free wi-fi as well as wired internet.
The Bad: When I arrived. There was no one to help me with the bags. Nor did they offer any assistance. The hotel is self park only & does not offer valet parking or bellman. The hotel does not recognize SPG elite members. I showed my card at check in. But was very rudely advised that because I booked thru a third party. They refused to acknowledge me as a Gold member. I was given a standard key card holder, I was given a room on the 3rd floor & I was told that I would not get any points. Which is not correct. Because I do get points on any incidentals. Ie- room service, restaurant, etc. Check-in was efficient, but they were not very nice. When I arrived at my room. It had hairs from the previous guest all over the bathroom. They were easily visible & its was hard to understand how soothing like this could happen. I went back downstairs to the front desk where the agent was cordial & she gave me a room on the 5th floor (505).
The Bad: This hotel suffers from a lack of communication at all levels. For example. I asked 3 employees what time breakfast was the next day. All 3 of them gave me a different answer. The last one that I asked insisted that breakfast was until 11. "Listen to me" he said. And so, I did. When I got there at 10:40, the breakfast buffet was over. So I had no choice but to order a la carte. On Christmas eve I arrived at the hotel & my room key did not open the door. I had to go downstairs to the front desk. The agent did not apologize, but instead had the audacity to suggest that perhaps I did not know how to operate the door ??? Eventually he did ask for my drivers lic as a security measure & quickly made me a new key. When I got upstairs the second time. They key did not work again. Frustrated (as it was Christmas & I was tired) I used the courtesy phone in the hallway to call the front desk & advise them of the situation. They assured me someone would be "right up". Ten minutes later, an agent arrived with a new key. He handed it to me (ironically, this time it was in the proper SPG Gold key holder). When I walked up to my door. He looked confused. He said "but that's not your room sir I thought you were in 5 something..." i said "No, this is my room, #505" He told me "I see, that's the problem. Your key has been made for a different room number" He used a master key to open for me & promised to be right back with a key for me to use. When he opened the door, my room had not been made up by housekeeping. He saw it as well. He did not apologise, did not offer to bring me any towels & did not even have the courtesy to ask me if I needed anything. Instead he said, with great empathy "I can understand that you are upset. I used to work at the Four Seasons before & this kind of thing did not happen there"...
Moments later he returned with the key. He told me the reason my room was not made up was because I had the do not disturb sign. Which is not entirety true. I did sleep in that morning. But when I left the hotel around 2PM I removed the do not disturb sign. I stooped by the front desk & told them that I was leaving for the day & for them to make sure that my room got serviced. They assured me it was not going to be a problem & that they would take care of it. Clearly - there was no follow up. Many reviews speak to the housekeeping issues at this hotel. My experience tells me that they are right.
The following day I did receive a note from one of the hotel managers under my door with an apology & a free breakfast coupon. While I appreciate the gesture. I don't eat breakfast, I never knew who sent the note & I if I am an SPG Gold member its because I travel quite frequently & I am perfectly capable of buying my own breakfast. What I would have appreciated more. Is a sincere apology in person or a phone call.
The Verdict: A beautiful hotel, in a convenient location, that offers a good price & the best beds in Ann Arbor. If you are not very picky about cleanliness, don't mind previous guests hairs in your bathroom, are ok with mediocre service, don't mind that they don't honor SPG Elite members. Then stay here. But if you care to be recognized as a previous guest, want a clean room & want good service. Then this might not be the place for you. I for one, hope to never return here.
"Check your bathroom & sheets for hairs at check in"
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for your business and taking the time to provide your very insightful and detailed experience with us. Comments like yours afford us the opportunity to improve our product & services continually for all our future guests.
I am very sorry we failed to provide you the proper recognition and service you expected and we typically deliver. There is no excuse for the shortcomings you encountered during your recent stay. I assure you, the issues you noted will be addressed with my team and not repeated in the future.
In the meantime, if there is anything else I may do to restore your faith in us, please call on me personally.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.