I booked 2 rooms at the Sheraton Rockville in Rockville, MD. We did not check in until 8:00 pm, well after the time that rooms should be ready. Despite booking in advance with a request for a connecting room, we could not get a connecting room. At first, the hotel rooms were across the hall from one another, this was acceptable until we saw the rooms. At first the rooms looked clean. Then we pulled the comforter back and saw the bed riddled with food crumbs, hair, and food smears. This was in both rooms. The one bathroom was clean. However, the second bathroom had a pile of dirty towels, used soaps, hair on the ground, and even used toilet paper on the bathroom floor. This wasn't just dirty, but totally unsanitary. I went and told the manager. He said the rooms could be cleaned but that would take about an hour or we could move rooms which would be the faster option. We choose to move rooms. It was suppose to be faster, but an hour later and another trip to the front desk had us waiting until 9:00 pm and we still did not have clean rooms. I actually had to call Starwood corporate to get get any results. Finally we were given 2 new rooms on opposite ends of the floor. At that point, we just took the rooms. One room was clean...finally. The second room had an uncleaned bathroom AGAIN and more hair on the sheets. This time, the food service manager took charge to fix the problem immediately. Luis was a lifesaver and finally got the room cleaned and new bed sheets. He actually changed all of the bedding himself. The hotel was so disorganized, the rooms were only partially cleaned, and the hotel manager left alot to be desired. However, Luis the food service manager was competent and could teach the manager of the hotel a few things. I would bypass this hotel until they get their act together. Definately not the standard Starwood cleanliness and customer service I am used too. I frequently choose Starwood hotels because of their high standards and am a gold preferred Starwood member. However, this stay was disappointing to say the least. And, I do not think expecting a clean room at 8:00 pm at night is too much to ask for!!!
Check the bed sheets upon entering the room. We were told later that this is a pet friendly hotel...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I would like to sincerely apologize for the unfortunate experience during your last stay. I would love to speak with you if you have the time to give me a call. I hope the points my AGM purchased was sufficient compensation. This is not the expectation for any guest. I would like to see what I can do to repair your judgement of our hotel. Again, the is not the normal experience.
Thank you for your time and I hope to hear from you in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.