Sheraton Steamboat is a convenient location that is essentially ski in ski out. They collect skis and store them for the night making it easy in that respect. There are 3 hot tubs that are a nice amenity after a day of skiing. The restaurant at the lobby level has good food, but no servers. Bartenders are great. Food is good. The Sheraton front desk manager and Director of Operations need to be schooled in appropriate hotel management. My reservation was for 2 nights. There was a problem with reservation that forced us to move rooms after the first night. We had to check out by 10am and wait until 4pm to check in again despite paying over $1200 for 2 nights. So the 2-night stay was essentially available to us for nighttime only. The hotel was not full, and Director of Operations could have easily placed us in another room, albeit a room that would have been considered an "upgrade" due to the reservation flaw that was Marriott's doing. Director of Operations claimed to have no authority to use the rooms that were available and stated that he would get in trouble for providing for guests. At no time did he suggest that I could upgrade and pay for it, nor did he do the right thing and place us in a room that would not take away from the hotel and improve the guest experience. This hotel does not honor any Platinum benefits for Bonvoy loyalty customers. They did state that they had a gift upon check in, but they failed to give it to me. The front desk staff tried to be helpful and promised to put us on a priority list that would allow check in the second day as quickly as a room was clean. At 1pm, still no room was available, and the front desk manager stated that I was lying about being told that check in would be close to 12 pm as soon as a room was clean. It was unbelievable. We we did finally get our room on the second day, it wreaked of weed in the room and throughout the corridor; in fact, a guest passing by said, if you want to be really happy, just take a deep breath walking down this hallway. We switched rooms to another corridor that didn't smell. Housekeeping leaves trash bags outside of the rooms while cleaning so the hallway is lined with trash bags. For a $1200 2 night stay, trash should not be lining the hallways. Bottomline, the rooms were decent and clean and the convenience for skiing could not be better. Management needs to be changed at this hotel however and the hotel needs to realize that they are part of the Marriott brand whether they like it or not and that loyal Marriott customers are valuable to the brand. They do not have this outlook and seem very proud of that despite there being 2 signs at the front desk stating they are Marriott Bonvoy. …
We really enjoyed our stay. The room was spacious, clean and comfortable. The kitchenette had everything we needed to make breakfasts and lunches. There also was plenty of closet space to get your gear out of the way. The location is awesome. The hotel is located right at the base of the mountain. It is really simple to pop back into the room quickly while skiing. We were easily able to go back to our room to eat lunch while on the mountain. For dinner, there were lots of restaurants within walking distance to the hotel. My only issue is that the hot tubs open at 10 a.m., which seems late. I am a morning person and while skiing really enjoy sitting in the hot tub in the very early morning. At the Westin in Beaver Creek the hot tubs open at 6 a.m., which is amazing. Overall, this place is great and very convenient when skiing in Steamboat. I would stay here again.…
Very confusing property. They don’t honor Marriott status. Their response is “we’re an ownership property”. I know I’m an owner thats why I stay there. Confusing thing is why there’s dogs staying on property? Ownership properties have never allowed dogs. Any of them. And I don’t remember voting on this during our HOA meeting??? Guess this might be a better question for owner services..
This is our second time to stay at the Sheraton Steamboat. We had a much better experience last year. First, we stayed in the condos- which it doesn't clearly state, but they don't come with washer/dryers. Last year, we were in the villas. The room didn't feel clean at all. Both showers- the drains plugged up as soon as your starting running the showers. It was disgusting. They don't clean the rooms while you're staying there either. We were disappointed with our room cleanliness. The condos just didn't feel as nice as the villas.
We are part of the Vistana ownership we always try to book same apt with 3 rooms , view is unbelievable . One big problem is they have not re-established the shuttle to downtown as the rest of the resorts around , be aware of this . Good bar in the lobby.
This was disappointing! First, this was our sixth visit to Steamboat with two stays at the Sheraton, two visits at the Steamboat Grand, and one at a condo within walking distance to the lifts. So we are not strangers to Steamboat and the Sheraton. The one big plus is the Sheraton’s location being within a 100 yards of the gondola. Here are the issues we experienced. 1) This room had no fireplace as the two previous visits did; 2) The second bedroom had no windows; 3) The room was poorly equipped, for example there were four bathrobes for the spa though the room was advertised for six people. There was no oven to bake and the kitchen had minimal cooking utensils, and a VERY small refrigerator; 4) The front desk staff were neither friendly nor helpful. We arrived around 1pm and told the room was being cleaned and they would send a text when it was ready. I went to the desk at 3:30pm and was told very curtly, “Check in is at 4pm, we will text you when your room is ready”. I didn’t say a word but thought how long does it take to clean a room that was being cleaned 2 1/2 hrs ago. At 4:15pm still no text, I went back to the desk and asked if the room was still being cleaned and she said, again very curtly, “yes, here is your key”. No text was ever sent. 5) There was not enough seating for six people as there was only a couch (a pull out bed)., which was incredibly uncomfortable to sit on. The bottom line for us….we will not be staying at the Sheraton in the future. There are better people-friendly options available.…
This resort is a solid slope-side option for friends/family. Lucky enough to stay in a large multi-room suite which was well-appointed. Lack of daily housekeeping was unfortunate. Hotel bar was excellent and food service was better than expected. Staff was friendly. No need to pay more for a particular view; 360 views are all pretty good. Unfortunately there are a lack of Bonvoy benefits offered at this property....but that is seeming to be more the norm than exception??? I won't hesitate to stay here again when all is said and done.
Sheraton needs to review their choice of employees or do some serious hospitality training. I was staying in Steamboat at a friends house and I drive a Tesla. Because of the cold temperatures my cars battery depleted faster than usual. I came to the Sheraton as there was a Tesla charger there. I explained to the front parking person that my car’s battery was at 9%, it was going to die if I didn’t charge it, and I would be stuck here. The employee had no sense of humanity and just repeatedly told me the charger was for guests only and closed her window on me. I went to the other Tesla charger in town but it was not working. I then called Sheraton and I was told by the person on the phone (who was also rude) that if I came to have dinner I could charge my car. My car was at this point was at 4%, I had no heater on since temperatures were cold, and I literally thought I was going to freeze to death. Thankfully there were people in Steamboat with a sense of humanity who were able to help me get my car charged at their house!! I drive a Tesla. I would have happily paid for a night there or had dinner there had the employees worked with me to problem solve my issue instead of just closing the window on me! I have stayed at the Sheraton thousands of times but never again!!…
For the past five years, our family has chosen to stay at Sheraton Steamboat Villas for our winter ski vacation and have recruited two other families to do the same. In the past, we have enjoyed our stay for the convenience and amenities the resort offers. Sadly, after our experience described below I am disgusted and disappointed with the lack of service and consideration provided to loyal guests and Marriott Bonvoy members and will most likely not return. Initially, we made our reservation for a four night stay before making airline arrangements. Upon reviewing the airline options we determined the need to stay for a fifth night, however, Sheraton Steamboat Villas did not have availability for our final night. We attempted to secure a reservation almost daily either by phone or online prior to our trip but each time there was not availability. Out of caution we booked a reservation at a nearby Residence Inn, also a Marriott property, for the fifth and final night. Upon check in to Sheraton Steamboat Villas, we notified the front desk of our desire to remain at their hotel for the entirety of our five nights in Steamboat, however, she informed us that we would need to keep checking online for availability for the fifth night. She indicated that the front desk of the hotel could no longer accept any reservations. I checked the following morning and afternoon each time with a different desk representative and was again told to check online for availability. The third morning of our stay I found availaibity for the fifth night online. The rate listed was $135 higher than the rate we were currently being charged. I proceeded with the booking since being told multiple times by the front desk they were unable to assist me and assumed that I would be able to address the rate differential with either the front desk or online customer service after making our reservation. I attempted two times to complete the online booking and each time received error messages. I logged out of my Marriott account and back in to discover that two bookings were now confirmed for the same night. I immediately called Marriott customer service to be told I would need to go to the front desk to request a waiver of the cancellation fee for the duplicate booking. After the phone call with Marriott customer service I immediately went downstairs at 8 am to address the duplicate booking and waiver of the cancellation fee, however, the front desk representative told me that only her manager would be able to make that decision and to come back in two hours (10 am) when she was on duty. I explained that we would be skiing at that time. The front desk representative said to stop by when we returned skiing so I did so at 4 pm. Again, I was told by the same front desk representative that the manager was unavailable. At this point, the front desk clerk said she would have the manager call me with her decision. At 6 pm, someone at the front desk, not the manager, called and said there would be no issue in waiving the cancellation fee for the duplicate reservation. After the phone call I logged into my Marriott account and noticed the duplicate reservation was not cancelled so I called the front desk a second time to request they cancel the reservation to avoid me incurring the cancellation fee. At this point, I also asked whether we would be able to maintain our existing room for the fifth night and was told, “we will work on it”. We checked with the front desk two additional times the following day asking about staying in our existing room and received the same response that they were unsure and they would work on it and let us know. Now that we were confident we secured a room at the Sheraton Steamboat Villas we attempted to cancel the reservation for the Residence Inn online but were met with a cancellation fee of over $400. My husband called the Residence Inn directly and the representative said that he was not authorized to waive the fee but could reduce it to $150. At this point we had spent so much of our vacation time addressing the reservation issues that we were willing to accept the $150 now that we had the convenience of being able to stay in the same hotel and to enjoy an additional day of skiing. On our original check out date, January 12th, we did not receive an emailed statement or paper statement under the door nor did the front desk respond formally to whether we would be able to stay in our existing room. We assumed that our request to remain in our room had been accommodated. Thus, my daughter and I went skiing. My husband stayed behind in case of any hotel miscommunications regarding the room and informed the front desk he would be outside the entrance within sight enjoying the snow with our youngest daughter once they could confirm the situation with our room. At 1 pm, I received a text message from the front desk stating they were unable to accommodate our request and we needed to move to a different room by 1:30 pm to avoid incurring additional room charges. Please note that the hotel made no effort to contact my husband who was outside the entrance of the hotel within sight of the front desk. Rather, I quickly skied back to the resort to address the issue with the front desk missing the unreasonable 30 minute window provided in the text message. Once I arrived to the hotel, the representative indicated she had just arrived to work and was not aware of this decision and apologized for the lack of notice. At this time, she contacted another representative to discuss the issue with us. He apologized that they were unable to accommodate our request and that we would need to move rooms immediately. No one offered to assist us in the moving process. The representative offered to contact the Residence Inn to ask whether they could waive the $150 fee for our inconvenience but never followed up with us on this matter and this charge still remains on my credit card. After maintaining our composure but shocked at the inconsiderate treatment from the hotel, we hurriedly threw our belongings on two luggage carts while our children hauled our suitcases to our new room. This new room was to be an improved view of our old room but the representative failed to mention that this room was not comparable to the original room we were thrown out of. To our disappointment the new “improved” room was an accessible room that did not have an oven and offered a dated and depressing primary bathroom and was $135 more. To summarize, I paid $150 cancellation fee, $135 higher rate, frantically gathered my belongings and relocated and missed an afternoon of skiing with my daughter for the “convenience” of spending the final night of our vacation at the Sheraton Steamboat Villas. This customer treatment is appalling and detracted from the enjoyment of my entire trip. At no time was the customer service helpful or served any purpose to us other than to cost us additional time and money. …
Enormous, beautiful room. Great staff and amenities. We were there a week before the official start of snow season, so the Timber and Torch restaurant was closed and there was still quite a bit of construction going on to get stuff ready. However, the lobby bar was always busy and the market had a great selection of stuff to take back to the room. There are lots of shops and space to wander on the property. Gorgeous views. Concerts in the central area, etc. The room was spacious and impeccably clean. The shower was just wonderful-you wont want to get out! Located close to downtown Steamboat, Old Town Hot Springs, Fish Creek Falls, Spring Creek Park it is in the perfect spot to get away and relax and still be close to what you need or things to see and do.
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