We just stayed for the second year in a row to attend Jazz Fest. The regular rooms are small, so last year we requested a bigger option and were given two adjoining rooms on the main floor. I won't go into last year but all we you need to know is we were hoping it was a fluke and expecting a different experience...unfortunately we just got more of the same.
This year there were three of us. From the start things got hinky, when they gave our adjoining rooms away the first night, so we stayed in a suite with only one bathroom with an obnoxiously loud(even after they "repaired it") air conditioner and moved the next morning. There were so many little problems we were amazed. From a door lock setup that had to be replaced, was replaced incorrectly and then had to be replaced again, to room service dishes from the third night that sat in the room on the tray for 3more days.
The most astonishing was returning at 9pm from a full day in the sun at Jazz Fest and in need of rest and a shower before going to dinner, only to find the room had not been cleaned and no fresh towels. We had to cancel our dinner plans and opted to eat in the house. Though three of us had been inconvenienced we were comped a single dessert, but we were also comped three cocktails. Two of us had salads and they weren't the worst, but the French dip I order was in a bun hardened by microwaving and the beef had a heavy rainbow sheen...a sure sign of old and poorly handled meat...not to mention a total lack of oversight. But the biggest lack of quality control management was housekeeping. There were so many glitches it is hard to list them all, but they included zero vacuuming as some stuff on the rug was there the entire week, a loose toilet seat that had to be repaired, a non functioning exhaust fan in the bathroom, light bulbs out, the dishes from room service and used wine glasses that stayed in the room the entire last three days, and pink mildew streaks around the entire tubs in both baths, nail clippings on the floor,
dirty windows and walls, on and on.
The so called Housekeeping Manager disputed our comment about the room service dishes which we told him of as we were leaving, and we offered to walk him downtown the room and show him, but his attitude was skeptical and weird. We just gave up and will never stay here again. We travel widely, having spent most of the last year in several countries and across the US, and this place is the most absurdly managed we have found. The day desk manager was apologetic and the response to the mechanical glitches was fast, though not totally efficient; but
Housekeeping was as poorly managed as I have ever seen. Everyone can have off days, but with a staff barely speaking English, one would think someone would inspect housekeeping's work, especially when it comes to overall bathroom and room cleanliness. maybe the rooms we were in aren't used that often, but there is no excuse for the level of filth we found and coped with in the baths. It was as if no supervisor followed up on the crew, checking lights, making sure there was enough bottled water for every guest in the room, checking for cleanliness, on and on.
As Starwood preferred guests, we stay in Sheratons often.. This one should be a great embarrassment to the Sheraton corporation. So never again unless they get someone to manage this place. As a retiree who spent 35years in the restaurant and hospitality industry, I can state unequivocally that this is a top down problem from the general manager on down.
All the rest of the crew we encountered were friendly and trying to be responsive, but this hotel has serious management issues in my opinion as someone retired from 35years in the restaurant and hospitality industry. It has a convenient location, but from the restaurant to housekeeping, it is very sub par.
I wish I could.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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I sincerely appreciate you giving us another chance after your experience last year. However, I am so very sorry that we failed to give you the superior service you deserve for a second time.
We are now under new management and because of your feedback we can take action that will have a direct and immediate impact on our guest's accommodations. Our desire is to provide you with honest, uncomplicated, and comfortable experiences.
Again, thank you for your loyalty as a Starwood Preferred Guest and also for shedding light in our dark corners.
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.