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“Worst Sheraton I have ever been to and big disappointment to Starwoods” 1 of 5 stars
Review of Sheraton Laguna Guam Resort

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Sheraton Laguna Guam Resort
5.0 of 5 Hotel   |   470 Farenholt Avenue, Tamuning, Guam 96913 , Mariana Islands   |  
Hotel amenities
Ranked #4 of 9 Hotels in Tamuning
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
“Worst Sheraton I have ever been to and big disappointment to Starwoods”
1 of 5 stars Reviewed July 15, 2013 via mobile

Just checked out of this hotel yesterday and here is my experience.

ROOM
- Empty mini bar
- Found a condom cover under the phonebook in the bed-side drawer
- Bathroom mirror with its edges peeled off all around
- Leaking shower hose

PLACE/LOCATION
- No access to sand beach
- Isolated from the main business/shopping district
- Ocean view from the rooms in the left side of the hotel is actually a half tennis courts + old building view and a half ocean view

SERVICE
- Asked a guard for towels at Infinity pool at 10am and was told towers are all run out and I should get them from the main pool myself. Duh.. Isn't it your job?

This hotel is truly a shame on Starwoods. I have been a big fan of Starwoods, but not any more.

  • Stayed July 2013
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, August 28, 2013
Dear Sangest,

We have no excuse for several of the things that you have pointed out on your comment. Rest assure that we have taken your feedback to heart and issues on hand were dealt. Few specific items were the quality of room cleaning that our staff failed to deliver. The mini bar in our guest rooms are purposely set up to be empty. The mini bar service is available. You could simple contact Front Desk for your order and we deliver them to you. The menu is available for you to select from'

I thank you for taking the time to share your stay experience with us. It will help us to do better. I would like to extend an invitation for a complimentary stay with us for 2 nights in the future should you find your way to us. Please contact me directly should you consider my invitation back to Sheraton.

Warmest regards,
Amilyn Salas, Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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515 reviews from our community

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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (44)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Korean first
  • Russian first
  • Any
English first
Tamuning, Mariana Islands
Senior Reviewer
10 reviews 10 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed July 2, 2013

Our second stay at the Laguna Sheraton was every bit as good as our first stay a year ago when we got married. The Laguna Club rooms are the way to go. The lounge is of course nice but the laguna rooms are better maintained than standard rooms. As before, we stayed a few nights in a standard ocean view before splurging again on the Laguna Club corner jacuzzi suite (to die for!)and the standard rooms are nice enough "by Guam hotel Standards". Regular rooms need a few repairs but the view makes up for it. What we really enjoyed again this time was the fast check-in service, the smooth change to new room, the friendly, efficient and helpful staff and housekeeping and espcially manager Cruz's amazing "happy anniversary" note and bottle of wine on our big day. THANKS! How did he know?? The Laguna lounge has reduced the volume and quality of the afternoon happy hour food but breakfast seemed much bigger and better! If you don't need to be on hotel row, love a killer ocean view (be sure to request it because there are island/town and bay view rooms too), then this is the hotel for you. The infinty pool is never crowded and nice just to gaze at from your room if you are too lazy to go to it. There are chairs and a table on the balconies so gazing day or night is the best part of your stay.

Room Tip: Request ocean view on C wing or the other ocean view wing. DO NOT expect Guam hotels to be five star...
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  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, July 9, 2013
Dear 3choice5dollar,
Welcome Back to Sheraton Laguna Guam Resort! Thank you for allowing us to celebrate your Anniversary with us. It is such a heartwarming gesture and we value your return to us. Mr. Cruz, our General Manager sends his personal thanks to you. Sheraton Laguna Guam Resort truly has a sense of blissful ambiance and very fitting for an occasion like yours. We look forward to welcome you back with us again next year if not sooner. Best wishes to you throughout the year!
From our Sheraton Family to Yours, Happy Anniversary!
Amilyn Salas, Director of Sales
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Iowa, United States
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed June 25, 2013

The Sheraton is a great choice for business travel because it is reasonably quiet at night. Alot of people visit Guam to party and the partying can go on all night depending on where you stay. The Sheraton is a bit off the main path and slightly shielded from that. The only WiFi is in the lobby area and internet in the room is hard wired. A typical room has two twin beds and the bathroom has a glass enclosure with blinds that can be lowered, this could be an issue for some people traveling in pairs. The Ocean view is amazing and the infinity pool is very nice. The breakfast buffet is good, the bulk of the prepared items are geared toward asian breakfast items, but there are made to order eggs and pancakes for those seeking a more western diet.

Room Tip: Make sure you get the Ocean View
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  • Stayed June 2013, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, July 4, 2013
Dear Heather D,
Thank you for sharing your comments about us. Yes, Sheraton’s location provides you a sense of serenity allowing you to unwind and be restful to have a productive working day. Our guestrooms are uniquely furnished including the bathrooms decorative set up. We are starting to change out the blinds into the frosted finished glass walls for the bathrooms and we have received great comments about them. And you are absolutely right about our breakfast buffet. We have a wide range of selections that you can be sure to enjoy. Color Your Plate with several delectable choices of breakfast entrees starting with our fresh greens to seasonal fruits, fresh egg stations and pancakes and various fresh fruit juices and gourmet teas to name a few. I hope to have the chance to welcome you back with us again soon. Sincere thanks for letting us know how we’re doing.
Best, Amilyn Salas - Director of Sales
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Hong Kong, China
Top Contributor
71 reviews 71 reviews
51 hotel reviews
Reviews in 29 cities Reviews in 29 cities
43 helpful votes 43 helpful votes
4 of 5 stars Reviewed June 16, 2013

I have stayed at several hotels on Guam and even recently the Hyatt, and most hotels are nice but the rooms are fair and dated. The Sheraton has the nicest and most renovated rooms as far as i know. The room was very good and up to standards. It is not a five star but as for the hotel and the rooms it is close. The only problem with this hotel is the location is 5 minutes out of the way, however there is bus and trolly service every 10 minutes so it's not too bad.

There is NO beach at this hotel, but the grounds and pools are nice, great infinity pool and sea view. Also they have a big kids pool with slide ! They do have a small island next to the hotel where they have Kayaks and snorkeling, that's sort of cool and something fun to do. So there is a trade off, Much nicer rooms ( Sheraton ) vs beach ( Hyatt or Westin ) Oh and the price of the room is less at the Sheraton too, if you are concerned about costs then it's also worth it.

  • Stayed June 2013, traveled with friends
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, June 22, 2013
Dear Michael R,
Thank you for the wonderful comment about us. We appreciate your feedback. The island next to Sheraton is called The Alupat Island and yes, it is part of Sheraton. The kayaks and snorkeling that you have enjoyed are part of our hotel activities called The Sheraton Adventure. We can’t bring the beach and the sand to us, but we can definitely bring the fun that you can enjoy in the water. I hope to have the opportunity to welcome you back to us soon and enjoy the other activities that Alupat Island and our Sheraton Adventures offer—surfing lesson and fishing. Thank you for making Sheraton Laguna Guam Resort your “fun in the sun” vacation spot.

Best wishes,
Amilyn Salas, Director of Sales
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Bangkok, Thailand
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed May 7, 2013

This is our first time to Guam and we chose to stay at the sheraton because we participated the Sheraton unicef auction.
We needed to upgrade from suprior room to suite because all the rooms were fully booked, but it was a best choice ever.
We got picked up from the airport at 05:00 and because of your room wasn't ready the front office staffs arranged another room for us to refresh after 10 hours of flight.

Booking
Not really that responsive need to call the reservation staffs several times to get their e-mail confirmation.

Room.
We stayed at the Corner suite with a ourdoor Jacuzzi. The room was really clean and well functioned just like the Sheraton standard you will expected.

Facility
Well maintained, but the only downfall is there is no beach, but with a breath taking infinity pool.

Club Lounge
Great breakfast spread and all day fruit juice and water which is a big plus.

Location
It is little far from all the night life and shopping. The shuttle bus can take you everywhere between 2 to 4 dollars per person. Nearly all the restaurants have pick up and drop off service.

Staffs
Front office staff is super helpful, I have to thank Chris from the front desk to assure us the best Sheraton staying experience and making our annivesary even more enjoyable. Also to Max from the Club lounge for his friendly welcome and introducing us a great restaurant.
They only improvement on the staffs, I realize some of the front office staffs are from Korea and Japan to serve the Korean and Japanese guests but still lacking some English communication skill. I booked our return airport transfer thru one of the Korean front office staff but the message didn't get pass thru but thanks to Chris prompt arrangement so we didn't miss our flight.
It will really help if the management can put the little country flag on staff's name card to identify what languages they can speak to eliminate the communication error.

Room Tip: Go for suite it is worth it.
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  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, June 13, 2013
Dear Ms. Claire Lai,
Thank you for making Sheraton Laguna Guam Resort a part of your anniversary celebration. We would love to see you with us again in the future if not sooner. Please feel free to contact me directly the next time.
Best wishes to you both.
My best,
Amilyn Salas, Director of Sales
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Novato, California
Top Contributor
117 reviews 117 reviews
14 hotel reviews
Reviews in 37 cities Reviews in 37 cities
66 helpful votes 66 helpful votes
1 of 5 stars Reviewed April 24, 2013

The place is filthy inside. The rooms are in a state of ill repair. The staff is inattentive and does nothing to prevent rowdy individuals from making loud noise in the center atrium at 3:00 AM waking other guests.

Having traveled to nearly 100 countries over the past 50 years I can honestly say this was the worst experience I have ever had at a supposed "Luxury Resort" as they bill themselves.

  • Stayed May 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, May 8, 2013
Dear TheBlum
Thank you for making the time to share your feedback about us. I noticed that you stayed with us last year May 2012? I would love to extend an invitation to stay with us should an opportunity takes you here. Sheraton’s location is discreet and it is a perfect escape if you seek serenity and relaxing atmosphere. Our associates are known for their “hafa adai” spirit and our guests make the time to recognize them. Please feel free to contact me directly for your future visit to Guam. We will be pleased to have you back with us.
Best,
Amilyn Salas, Director of Sales
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Taipei, Taiwan
Senior Reviewer
10 reviews 10 reviews
6 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed April 22, 2013

This is the first time I visited Guam. Guam is a beautiful island with great beaches.

I spent a lot of time to search many information about the hotels.
And, the Sheraton Laguna Guam Resort is the choice.
The lobby look fine. The room is not so satisfactory. I hate the breakfast is almost the same between 3 days.
The pools are great with different views.
The traffic is not so convenient to the main street from this hotel. You have to rent a car.
Service? I don't feel the passion in such a sunny island. Sorry!

  • Stayed April 2013, traveled with friends
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amesva001, Director of Sales at Sheraton Laguna Guam Resort, responded to this review, May 8, 2013
Dear DInoHuang1971,
Allow us to welcome you back to us. Let me know the next time you will be visiting Guam. Our associates are hospitable and manage to extend the island’s hafa adai spirit to our guests. Our breakfast buffet has a wide range of selection. Whether you’ll have fruits and yogurt today and a full breakfast with fresh omelet made for you the next day, the variety is there. Our location is a perfect getaway from the daily hassle that we face. Serene, relax and blissful especially while swimming in our Infinity Pool as the sun is setting. The beauty of Guam is that it is a small island. Everything is within minutes of driving distance. Shopping buses are available to our hotel every 8 minutes and they run throughout the day until evening hours. Renting a car is a great option allowing you to truly see the island and not just the main streets.
Thank you for your time to share your stay experience about us.
Warmest regards,
Amilyn Salas, Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Laguna Guam Resort

Address: 470 Farenholt Avenue, Tamuning, Guam 96913 , Mariana Islands
Location: Mariana Islands > Guam > Tamuning
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 9 Hotels in Tamuning
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Sheraton Laguna Guam Resort 5*
Number of rooms: 318
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Also Known As:
Sheraton Laguna Guam Hotel Tamuning
Sheraton Tamuning
Tamuning Sheraton
Sheraton Laguna Guam Resort Tamuning

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