My family attended an event in Des Moines and I wanted you to know of my experience at the Sheraton West Des Moines. I made reservations for 3 people and prepaid by using Hotwire.
We arrived to find our room had 1 bed for 3 people. My daughter had to sleep on the pull-out sofa (those things are not comfortable no matter what you do). As we were pulling the sofa bed out...we found a riding crop tucked in the mattress. NO DOUBT what it was used for and I think that is disgusting. I had no confidence in how clean the room was after finding that. The riding crop was obvious from the moment we pulled the bed out of the sofa!! I wanted to leave immediately but our room was already paid for. We asked for more blankets to be sent up for the sofa bed to create more of a barrier between my daughter and the mattress...they never arrived. Fortunately we had brought 3 big blankets for the ride out to Iowa and we brought those up from the car to use.
Our bathroom was so tiny you had to straddle the toilet or step into the bathtub to close the door. We had 2 bath towels for 3 people....and extras never arrived either when requested. Ridiculous!
My hubby gave credit card at check in for incidentals. We were not informed that they would charge $50.00 each day to our card no matter what AND not deduct any room charges from that amount deducted for incidentals. Spoke with a very rude and argumentative woman at the front desk named Becky Wagner. Instead of being concerned and helpful and creating a good customer relationship, she just wanted to be rude, argue with me, and tell us she goes through the same thing when she stays at other hotels. I asked her why we were not told that incidentals would be charged to our card (which is perfectly fine) AND that $50.00 would be charged to our credit card each day as well (not OK). She told me that takes too much time. WHAT??? I was very mad at that point!!
I do Payroll at a 4 Seasons Resort and I know good customer service...the Sheraton does not have it thanks to Becky. To try to salvage a little of our stay...we took our daughter swimming in the smallest pool I have ever seen at a hotel...no towels available. Heated pool was freezing and we stood around wet and cold waiting for towels to show up as the towel rack was long since empty. Spoke to 2 other families waiting for towels as well. Hubby went to front desk to request them and 30 minutes later, still no towels. So I went to front desk, spoke with a very nice lady (FINALLY)...and towels were delivered immediately. All in all, worse Sheraton experience ever and was bad enough that I probably will not be staying with Sheraton again....definitely will not be staying at the one in Des Moines. I also will be sharing my experience with Hotwire and TripAdvisor as well as with my resort I work at.
The customer should not be argued with and treated like we were. If they are unhappy about something, you make it right. I thought Sheraton had better standards than that! We did not get what we paid for!!
- Official Description (provided by the hotel):
- Located in the heart of West Des Moines, the Sheraton West Des Moines Hotel is ideally situated for business, weekend getaways, or an extended vacation. ... more less
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- Also Known As:
- Sheraton West Des Moines
- West Des Moines Sheraton