I stayed at this hotel mainly because its right next to a metro station, a shopping center, and a post office, all of which caters to my needs. However, despite that, this Hotel and the service that it gives to its customers is utterly disappointing
Check in: We check in at around 10pm after our train arrived. Everything is fine and dandy and we were up to our room in less than 10 mins. Since I was a SPG member, we were given the 20th floor which is good as high floor was requested. Lifts do not take that long to come.
Room: Room was adequate and the bathroom was big but had only 1 set of amenities for 1 person. It was a double bed yet there was only 1 bath towel etc....
Housekeeping: Towels from the night before were left behind for no reason given, apparently they may have forgotten to clear it or refuse to clear. We did not use the green card however. Furthermore, They knock on our room thinking we had check out which we didn't.
Guest Service: We requested for extra complimentary water but was refused saying the maximum we were allowed to take was only 2 bottles of water per day. That shocked me as I have never heard or seen this before in any hotels I stayed in and the last Sheraton I stayed in a day ago, Sheraton Seattle. I was adequately provided with ample amounts of water when requested
Concierge: Many things went wrong with this concierge during my stay. Firstly, I asked for public transport directions to the Premium Outlets and was given directions for a 1 hr bus ride plus a 26 min walk from google maps. Apparently, the concierge staff has never went to the Metro website for something called a trip planner. Which i did after finding out i had to walk 26mins after taking a 1hr bus ride and guess what? There was a direct bus there and just 2 blocks from the hotel which stops right outside the outlets.. And another option that should be given was the free shuttle bus from Union station, but no, he didn't suggest that too.
Furthermore, when we ask for directions to Disneyland, he starts selling his tours and not giving other suggestions like public transport which we may wanted instead of a easy way by paying for the tour. And emphasizes that if we would want to take a cab, it would be 100 bucks. But did he not know that there is actually another way to get there without having to take a cab? I guess not.
The only good thing about this Sheraton is that it can be found everywhere in all Sheraton Hotels. The Answer is the Bed and the link@sheraton. And not forgetting the excellent location. This basically is the only 3 redeeming features that this hotel can offer. I may be an SPG member, but after this experience, I'm staying at the Hilton next time.
High Floor and rooms right at the end provide more views.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sincerely sorry that we missed the mark during your recent visit. It is not typical nor is the idea that we were not succesful in providing service recovery during your visit. That said, I appreciate your kind comments regarding the value of The Sheraton brand and all that it offers. The Link@Sheraton, our Sweet Sleeper bed and valued SPG rewards program are certainly offerings that set us apart. In the end, we value your feedback and we will certainly grow from it. Should you be willing to consider an opportunity for us to recover, please do not hesitate to contact me directly. Until then, remain well and travel safe. Jonathan Litvack, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.