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“Terrible Customer Service and Overcharging Practices” 1 of 5 stars
Review of Sheraton Iguazu Resort & Spa

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Sheraton Iguazu Resort & Spa
4.0 of 5 Resort   |   Parque Nacional Iguazu, Iguazu National Park 3370, Argentina   |  
Hotel amenities
Sacramento, CA
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
“Terrible Customer Service and Overcharging Practices”
1 of 5 stars Reviewed October 29, 2013

I stayed at the Sheraton Iguazu Hotel and Spa in Iguazu Falls, Argentina. While the hotel is the only one in the actual National Park and closest in proximity to the actual Falls area, there are other options but none that were close to the park. My experience at this hotel and it's customer service were atrocious. Upon checking in on a prepaid reservation that I had made many months ago, and specifically at a rate for three adults (using Kayak.com and through Travelocity) they refused to honor that rate and charged me approximately $170 US Dollars (1,000 Argentine Pesos) for the extra person even though the confirmation that I had in hand and showed them specifically noted that the rate was for 3 adults). They refused to budge from their position that the extra rate applied, refused to allow me to speak with a manager unless I could stay until later in the morning of departure (which would have meant missing my flight), refused to try and contact a manager or their reservation department when I complained about the charge at check in, and were exceptionally rude and condescending to me and the other members of my travel party- stating that "... well that's your problem then isn't it?" when I explained that the reservation confirmation specifically showed a 3 adult rate and that I could not miss a flight waiting for a manager to show up.

So beware- while a comfortable accommodation and the only one close to the spectacular falls area, they have terrible customer service, overcharge and do not even consider the customer's viewpoint, and are exceptionally unresponsive and outright disrespectful.

Otherwise the hotel was comfortable although somewhat run down,pool area was filthy, entrance exterior was in some stage of renovation and very poor condition.

  • Stayed October 2013, traveled with friends
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, November 1, 2013
Thank you for your review!!
I would like to apologize for the inconveniences you `ve experienced at the check in time, I can assure that those things are not representatives of our services and culture standards. Our guest`s satisfaction is our top priority. We truly appreciate your constructive comments.
We look forward to see you son in Iguazu.
Sincerely, Cristian.
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1,492 people have reviewed this hotel

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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New York
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 27, 2013

Sheraton is the only hotel within Iguazu Park which makes it entirely worth it to stay here. You can see the falls from the hotel which is pretty amazing. The daily breakfast is pretty large and diverse. The lodging and feel of the hotel in general (as other reviewers have said) does feel a little dated. Would almost be nicer if it embraced the area its located in more in its aesthetic than the very basic big hotel chain feel it currently has. Nice pool and facilities. Wifi is not free, but was available in your room and reliable. Staff was helpful and you can book your tours directly with a tour agent at a desk located in the hotel.

Be careful though if you fly out of the Brazilian side of the falls as there may be a time difference. We flew on Brazil's daylight savings day and were unaware and nearly missed our flight to Rio.

Also, the hotel is expensive and offers a terrible exchange rate for US dollars. I don't recall seeing this in any paperwork I had regarding the hotel and would have changed over to pesos at the airport had we known this. We received a better exchange rate in town than anywhere else in Argentina and then the hotel screws you with what they offer. Lesson learned.

Stayed October 2013, traveled with family
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, October 30, 2013
Thank you very much for taking the time to give us your opinión related to your stay. Your comments are very helpfull to improve our services. It`s really nice to know that you enjoy your vacation in Iguazu.
We hope to see you son.
Cordially, Cristian.
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Bainbridge Island WA
Top Contributor
144 reviews 144 reviews
94 hotel reviews
Reviews in 80 cities Reviews in 80 cities
156 helpful votes 156 helpful votes
3 of 5 stars Reviewed October 26, 2013

Overall rating is based upon hotels within this class

Physically and service-wise, the hotel is mediocre if not a little run down. It seems as though some renovation has been done, but there is peeling plaster and the outside really needs to be painted. It's probably tough keeping a hotel up when you are in a rain forest. The beds were very comfortable as was the bathroom.

The big question is whether or not it is worth the US$300+ per night to stay here. It should be obvious that the only reason you would consider staying here is its location within the park. Without a doubt, as a hotel, it would over priced at half that rate. Amazing that Sheraton associates their name with this property, but as a brand, Sheraton has been fading for a long time because of properties like this.

So is it worth it? Consider how important it is to make the most of your visit to the falls. You've likely already spent about US$400 to fly from BA, and if the visit to the park is the highlight of your trip, staying here will make it SO much better. There are several factors to this: 1) Beat the crowds; this is a big deal. You literally can walk from your room to the first trail in under 5 minutes. The park officially opens at 9, but two days in a row, we entered at 7:30 and had the trails, birds, monkeys and coatis almost to ourselves. Same thing for after hours 2) One of the best parts of the visit is a ride up the river and close to the falls. You will most certainly get wet and REI does not sell a rain coat that will save you. It's really nice to have a room to change into dry clothes and head back inside. 3) Sunset happy hour on the deck overlooking the falls will be one of the best experiences. 4)Monkeys sometimes make visits to the room balconies -need I say more?

Downsides (besides the room rate) 1) You are captive to the property. There is one restaurant, nothing within walking distance and no evening entertainment. 2) The service while polite enough, was not in keeping with a $300 + South American hotel.

Tips: 1) Jungle view overlooks the parking lot before you see the jungle. Obviously it would be nicer to be on the falls side, but I would not want to pay a lot more for it because if you are mainly in your room after dark, you can't see them anyway. 2) Pick up some wine/beer/refreshments/snacks before you get to the hotel. Other than the empanadas, the snack bar food is pretty awful. Rooms have minibars with a little space to put your own things 3) Lots of good and trustworthy taxis from the airport. It's about 15 minutes and US$15 each way. 4) 2 full days is enough time. 5) buy the boat ride excursions, they are worth it.

Normally I avoid using TA to rant, but this one is illustrative of the service shortcomings: We discovered that our room would not lock after the first night and it was reported in the morning, asking that it be fixed before we returned. Came back and it was still unlocked. Reported it again and waited in the room; service guy showed up and claimed to have fixed it. Said that it would take someone else to fix it. Meanwhile, being stuck in our room, missing park time for over an hour, I requested a new room which they arranged. We packed up and moved to our new room, the deck up which was tarped over for the exterior renovation. I let the manager know, said he was sorry but basically, that was our tough luck. They act as if they are the only game in town! ...oh wait, that's right, they are.

  • Stayed October 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, October 31, 2013
Thank you very much for your remarks!!
Your comments help us to detect our faults, just so we can make the corrections necessary to achieve our main goal, that is to provide our guests with excellent quality and best services.
Let me tell you that we are constantly doing maintenance. At this moment we are painting the entire hotel.
Is good to remember that you can always get great promotions on our web site.
We hope to see you again soon.
Sincerely, Cristian.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Washington DC
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed October 23, 2013

We spent two nights at the Sheraton, after spending one night at the Hotel Cataratas on the Brazilian side of Igauzu Park. As noted in other reviews, the location is unbeatable. We had a 3rd floor room (2 double beds) facing the falls with a small private deck with the most incredible views and amazing bird watching in the early morning and evenings. About 8 monkeys made a visit to our end of the hotel along the balconies as well one evening, although the staff did their best to shoo them away; they were enjoying a small can of pringles presumably left by a guest on a balcony. Request a room facing the falls - from room #360 through #370, as these are closer to the forested areas with good bird watching at or above tree height. The room and beds, and all amenities were very comfortable and clean - we even fit in an extra adult sized cot. Staying in the park was perfect, allowing us to walk every circuit on the Argentinian side in the park. The hotel common areas were clean and comfortable, not a luxury hotel but absolutely fine!
There are a few down sides: the food is mediocre and expensive, better to eat the simpler fare at the bar area than in the restaurant; the wine is overpriced; the breakfasts are ample but the quality of food is not that great; the pool is not kept as clean of leaves as it could be (though it is in the jungle, so perhaps this is too harsh). The price was high, especially if you pay in US dollars on a credit card. The hotel offers a very poor exchange rate from US dollars to pesos, so best to be prepared to pay in pesos, in cash, which results in a far more reasonable cost.
We did not take advantage of the spa but it looked really nice.
Despite the down sides, this hotel was still superior to the Hotel Cataratas (in Brazil, which you can see from the Sheraton) because of the incredible view from falls view rooms and its proximity to the park trails.

Room Tip: If you can, stay in a falls view room (#360 through #370)
See more room tips
  • Stayed October 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, October 30, 2013
Thank you very much for your comments!!
We apologize if something during your stay was not to your liking. We are glad to know that you have enjoyed the special view of the room.
We look forward to welcoming you again soon.
Best regards, Cristian.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
buenos aires
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed October 23, 2013

We booked a room for xxx USD a night but when we paid they charged us two times the price it was shown on THEIR website. A couple next to us was having the same problem while we were paying. We think a classy hotel should be prepared for this kind of mistakes. Really dissappointing.

  • Stayed October 2013, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, October 27, 2013
Thank you for taking the time to review our hotel!
Please feel free to contact me at cristian.baez@sheraton.com so I can investigate this further, as I woul appreciate the chance to prevent similar events fron accurring.
Sincerely.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed October 23, 2013

This hotel is great but I was disappointed at the response when I asked if I could buy one of the placemats from the hotel dining room. I would understand if I had asked for one at no charge but I was prepared to pay for it. I think the hotel should review if someone wants to buy something like this to take home as a souvenir.
Janette Hunt

  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PUERTO RICO
Contributor
16 reviews 16 reviews
15 hotel reviews
Reviews in 14 cities Reviews in 14 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed October 22, 2013

The only reason this hotel is a 5 star is for the location.
A/C was not working well and when we called the front desk we were told it's centrally controlled....really ?
Then why to have an individual control in the room...
There was no water pressure and the shower needs replacement, WI FI functions well only in the Lobby, you have to pay to use it at the rooms and is extremely slow.
Exept for the food that is very good is an average hotel...and expensive.
BUT if you have the extra money, you should stay here because there's no other hotel inside the park.
Argentina vs Brasil ?
There are more trails in the Argentina side so you need more time to walk the upper, lower and "garganta del diablo" trails.
In the Brazilian side you can do the only trail in two or three hours ( you can do a couple more but are not included in the admission ticket ) so stay in the Argentina side and take at least a half day to see the falls from the Brasil side.
And because you will pick the Sheraton, ASK FOR THE FALLS VIEW ROOM, this is a must.
So, is a 5 Stars ONLY because location, otherwise a regular 3 star hotel...5+3=8 divided by two means a 4 star, not bad...

Stayed October 2013, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cristian B, Guest Relations Manager at Sheraton Iguazu Resort & Spa, responded to this review, November 1, 2013
Thank you very much for your review!!
Our gues`t is our top priority, that is why I ask you to accept my apologies if something in your stay was not to your liking.
Remember you can always get promotions on our web site.
We look forward to see you son again, so you can enjoy again our best meals.
Best regards, Cristian.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Sheraton Iguazu Resort & Spa

Address: Parque Nacional Iguazu, Iguazu National Park 3370, Argentina
Location: Argentina > Litoral > Province of Misiones > Iguazu National Park
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 hotels in Iguazu National Park
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Sheraton Iguazu Resort & Spa 4*
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Also Known As:
Sheraton Iguazu Hotel Iguazu National Park
Sheraton Iguazu Resort And Spa
Sheraton Iguazu National Park
Iguazu National Park Sheraton

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