I live in Clayton. For a large family occasion, I had made arrangements well in advance and paid for my daughter and 10 year old grand daughter to stay at the Clayton Sheraton for five nights. I accompanied them as they checked in.
The clerk at the desk told her that the queen room had only one bed, and if she wanted another bed it would be $20 more per night. He was not quite impolite, but he surely was not there to be pleasant or helpful. Other than trying to find another hotel I felt I had no option. I agreed to the additional cost. I later checked the website for the Sheraton and found that a cot or rollaway bed costs $10 per night. It would be interesting to have an acceptable explanation for that discrepancy.
We were told that she could chose not to have housekeeping, which would save $5 per day. However, she was not told that this $5 would be a credit, good only to be used in the hotel's bar or restaurant.
The free internet was available only in the lobby. The costs in the room would be $10 per day for EACH device. Perhaps the Sheraton needs to realize that we now bring our own IPads, phones, computers. The hotel needs to offer, as do most other hotels, free internet in the rooms.
And still another expense: parking the car at the hotel costs an additional $14 per night.
But the best was while checking the room before leaving, we found the perfect and appropriate end to the Sheraton stay: a dirty diaper under the bed!
There are expressions for what this hotel does: "nickel and dimeing you", and "bait and switch". It was an unpleasant experience. I will never again ask any of my guests to stay at the Sheraton.
Just avoid all rooms here.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 7, 2013
I certainly appreciate you taking the time to write me concerning your recent stay at our hotel. I was sorry to read that we failed to meet your expectations in several areas.
Report response as inappropriate
It should not be necessary but, occasionally, we must remind our staff that we are in a highly competitive business, where good service is often the only distinguishing feature between us and our competition. Service is our business and there is no room on our staff for anyone who is rude to guests.
With respect to the upgrade charge of $20 vs. a $10 rollaway fee, the $20 room upgrade does not only represent the cost of an additional bed, it also includes the size of the room, type of bed, location of the room and other features.
There is absolutely no excuse for the poor housekeeping services you experienced.
Most of our guests take advantage of our complimentary airport shuttle services and our complimentary shuttle services to locations within a 5 mile radius of the hotel. Guests also enjoy the complimentary use of computers at The Link@Sheraton facility located adjacent to Alexander’s and connected to the Lobby Lounge. For the benefit of those that do not require our complimentary services, I have asked our marketing manager to update our websites to better explain our parking and internets fees.
Please accept my sincere apologies for the manner in which your visit was handled. It would be our pleasure to be of service to you again in the future should you be kind enough to give us the opportunity. I invite you to call me directly at 314.678.2320.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.