This was without question the worst hotel stay or our recent month long road trip and one of the worst stays of memory for a propety in this hotel class. It gets a two point (poor) rating and not a one point (terrible) rating only because the room was clean and the sheets and pillows were comfy.
We stayed at this property on the front end of a trip and we had reservations to stay on the back end too. Given the poor condition of the room on the first visit and lackluster local management response, we canceled our return reservations and stayed elsewhere.
We would not stay here again, we would not recommend it to others, and it was poor enough for facility and service that it left us with a bad perspective of the Sheraton brand overall.
We said the same in the guest survey we received from Sheraton by email not long after our check out. And we itemized the same issues as we'll share here.
The local management response we received when our comments were shared with him may help explain why service process and maintenance here are so poor. Because we received an email from the director of engineering acknowledging the rooms were in bad shape, that corporate needed to provide the funds to update them, and they hoped we'd stay again.
Because the deal here is, aging facilty aside, that it was local maintenance problems that caused our "ugh" response. Those items are completely in the control of local management through maintenance staff priority setting and supervision.
As were the service problems we encountered through process and training.
Overdue corporate commitment to property renovation aside, the lack of ownership tone of management response here may also explain why this property is in obvious decline.
It helps to set context for reviews we think, so will share that we are Starwood Preferred Guest (SPG) Gold status members due to owning a Starwood (Westin - Sheraton - Aloft - W) timeshare. We stayed at this property using a substantial number of SPG points. Maybe that's the bottom line - in the mode of expecting to get what you paid for, we feel taken to have those points for for a Starwood hotel experience that was what we'd expect at a low end budget motel.
Here's why we were so unhappy for the room:
Air vents were filthy with accumulated dust and dirt.
Paint on celing in bathrooms was stained and bubbled.
Small and dark shower had heavy accumulation of lime scale on door and crumbling marble inside.
All of the above could have been mitigated with local management paying attention to maintenance. And we had to wonder, if the rooms to which they assign SPG guests, which have designated floor(s) and hypothetically are supposed to be better rooms, are in such poor shape, what are the rooms for all others like?
Or did we simply get stuck with a poor room becaus we WERE SPG gold status guests using points?
Regardless, it was clear that the front desk staff could have avoided the assignment of this room if they had the correct processes in place and training to do it as the hotel was not nearly full on that day. In addition, at checkin we were pitched an upgrade $15 fee if we were willing to pay it.
Which seems shameful bait to us given the SPG policy is for SPG members to receive free upgrades on check in when upgrades are available. We realize the staff doesn't set the conflicting policies, but this is part of the landscape that makes us increasingly unlikely to use SPG properties when we travel.
Last, on the evening of our arrival, after we returned from dinner I went to the desk to ask if I could get an extra coffee packet for our room Informed there were none at the the desk did, I was told someone would bring one up. That never happened, nor did the desk follow up to explain why it didn't happen. Bad form for process.
It's a little thing, but it is a thing. A thing that is consistent with apparent lack of ownership at local management level.
There are lots of good hospitality property options in the Phoenix area. This is not one of them.
- Also Known As:
- Phoenix Sheraton
- Sheraton Phoenix
- Official Description (provided by the hotel):
- Sheraton Crescent Hotel is near U of Phoenix and downtown Phoenix, Glendale, and Scottsdale, AZ. Our hotel's pool has a 165 ft waterslide, and our 20 meeting spaces include an 8,000 sq ft ballroom. ... more less
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