Let me preface this review by saying, I spent 26 years in the Army and as you can imagine i've traveled all over the world; and one thing I belived I could count on was that Sheraton was a quality product that the service was always beyond reproach and that the facilities were always excellent. With alll this said, here is my review... I planned a wonderful weekend for my wife's birthday..It was visit Norfolk week so thought I would book me a nice little getaway in Norfolk. I booked online and it was a simple and easy process. I was taking my wife on a dinner cruise on the Spirit of Norfolk at 1530, so I checked in at the Sheraton to see if I could get in early, at about 1400, the front desk person was pleasant and told me that I could not check in yet but that my room would be more than ready by the time I got back at 1800 to 1830 that night, great we will be back... we came back at 1825 and the room was ready and check in was peasant and easy.. we make it up to the room and the room is beautiful, the sheraton itself is in a great location on the Norfolk waterfront; my wife says to me while I'm brining the luggage into the room, Honey"I don't think they cleaned the bathroom"... of course being optimistic I said, of couse they did how can you tell? Well all the towels were thrown in the floor, the trashcan was not emptied and the tell tale toilet paper was not folded into a tip, afetr inspecting the bathroom, I agreed with her, the bathroom had not been cleaned. She called down to the front desk, they said they would take care of it if I wanted to stay in the room...I said sure, they said someone would be up in ten minutes.... We waited for 34 minutes before going to the front desk to find out what was going on, They said someone was probably up at the room as we were at the front desk, so I stayed in the lobby as my wife went to check, no one was there, as you can imagine my wife was not very happy, the whole reason for staying at the Sheraton was to make special birthday memories for my wife. The lack of promt customer service and getting the runaround in general has left a bad taste in my mouth for this particular Sheraton. The location is great, the facilities are beautiful, but unlike most of the countless other Sheratons that I've stayed in; this location did not exceed my expectations, it was the first average rating I've given to any Sheraton...........Happy Travels!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 13, 2013
As a seasoned traveler, we'd first like to extend our heartfelt appreciation for your loyalty in the Sheraton brand. We are truly grateful for your detailed and thorough review of your visit and deeply apologize for any inconveniences that you and your wife experienced while with us. We are honored that you chose the Sheraton Norfolk Waterside Hotel for your wife's birthday getaway and regret if we did not live up to the high standards that you've come to expect from the Sheraton brand. Please rest assured that your comments regarding the condition of your bathroom are being immediately shared with the head of our housekeeping department. The next time you are in the area, we hope you'll book with us again so we may have the opportunity to provide you with the 5-star stay you both deserve. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.