My employer booked the Sheraton for my stay Jan 14-Jan18, 2014. I arrived at 10pm on the 14th. Upon my arrival, I was shocked by the dark dim lighting of the lobby and the outdated hotel decor but in any case continued to check in. I was greeted by the front desk rep, Asia, who took my credit card for my "$100 incidental fee, that would be refunded within 1-2days after checkout." I asked for a receipt for the charged fee and she assured me I could recieve that at check out as well. I proceeded to the only working elevator in the hotel up to the 5th floor to my room. I got off the elevator to what appeared to be a costruction zone, the wallpaper was removed, everything appeared to be in renovation. As I entered the room, I knew immediately that this room had not indeed been cleaned at all. The bed was unkept, the floors were stained, the bathroom was a disarray. Immediately I called the front desk to tell Asia there must be a mistake, as this room had not even seen housekeeping since the last customer checked out. She apologized and told me to come to the front desk as she would gladly move me to another room. I again took the only working elevator to meet Asia in the lobby, where she apologized for the condition of the room and offered me a gift card to the lounge for my troubles, I delcined but thanked her for the gesture. She gave me a room key to a second room, where I proceeded again to the only working elevator. This room was located also on the 5th floor construction zone. I entered the room to find it had been cleaned I presumed from just the looks of it. I began inspecting the room, where I found mold on the walls, the bathrooms had hair in them, the carpet was still stained, but at least the beds were made and I could just bear the stay for a night and hopefully transfer hotels in the morning. As I was very tired from my long drive, I pulled back the covers and sat on the bed. I began to itch almost immediately, and because of this I pulled the covers back even more to see the entire bed where there were stains of urine, blood, and more hairs all over the bedding. I found the hairs on the other bed as well. I was furious at this point, this was my second room and this was also the Sheraton with a reputation I would not expect to be dealing with such disgusting rooms. I called the front desk where another cust serv rep, Natalia, said she would check to see if they another room and call me back. I waited for her call for about 5mins, and then I called back. She told me there were no other rooms they could change me to, I asked her what am I supposed to do I can not sleep on soiled sheets and she replied that she was sorry but there was nothing else she could do. I took my luggage and went back to the front desk to speak with her. I asked her if she could please just get someone to change the sheets on the bed, as I had a 7am training to be at, by this time it was going on 1130p. She responded that there was no one from housekeeping and that she did not have access to the desk. I was so astonished, shocked and just outraged that the SHERATON was delivering this type of service. I saw what appeared to be a manager come from the back and quickly walked back into the office, leaving Natalia to deal with this issue alone. She continued to apologize and looked rather helpless, I felt sorry for her, but at the same time there was no way I could stay in that room! She finally offered to transfer me to another hotel, which initally I was very leary of. Not knowing where I was, if this type of hotel service was to be expected in this area, I began searching myself through reviews of the area hotels. She suggested the Holliday Inn Express in Exton which was about 10mins away, because everything in the immediate area was booked. She even offered to have a cab bring me. I declined, as I drove, but prior to allowing her to book me at the Holliday Inn I called the hotel and spoke with Libby, the front desk rep. I explained to her the horrific experience I was having and the apprehension of switching hotels, at this point I was ready to drive back to Maryland and tell my employer I would have to reschedule my training. Libby assured me their rooms were very clean and I would pleased with the hotel. I took a chance and had Natalia book me at the Holliday Inn Express in Exton, I figured anything was better than what I was dealing with at the Sheraton. As I waited on Natalia to complete the information for my staty at the Holliday Inn, I checked my account to see if they had even taken out the incidental fee as I had only been there maximum 2hours at this point. To my surpirse, I was deducted $116.22 from the Sheraton. I asked Natalia what was the additional $16.22 taken for, as Asia stated as well as my employer prior to my arrival that the hotel's policy was a $100 incidental fee. Natalia was unable to answer as to why there was an additional $16.22 taken, I could not understand this, but asked for a receipt because it was suspicious to me and she could not provide me with that either but said it would be removed in a day because I "never checked in". I was continuing to get more and more frustrated with this place and the inability to provide answers regarding their policies and standards. I left the Sheraton, arrived at the Holliday Inn Express and as soon as I walked in the door felt a breath of fresh air. The hotel was well lit, looked and smelled clean. Libby was right there with my room information ready to go. Entered the room to find a very clean hotel room. She even gave me a king bed on the excutive floor. The hotel manager from the Holliday Inn gave me hand written thank you card enclosed with a gift card to the Riverstone, a restaurant across the street. The next day I met with my employer and told them what happened the night before, the offered to put me up in the Marriott Courtyard, and I asked to stay at the Holliday Inn Express. I was so appreciative and happy with the customer service from this hotel. Needless to say, it is going on day 6 after this incident at the Sheraton and I still have not received my refund from the incidental fee. I will say that Asia and Natalia were both patient during the situation, but neither of them could resolve anything. They were given no options to keep me at the hotel, and had no resources to refer to. I think the management is poor for having a hotel so disgusting and not addressing these issues themselves instead having their front desk clerks deal with things they can not control. I spoke with a manager today about my incidental fee who stated he would call me back after looking into it.. still waiting. Please do not waste your time at this hotel, the area has a lot to offer as far as shopping and eating but this hotel is the pits. Not the Sheraton AT ALL.
- Official Description (provided by the hotel):
- Experience the comfort and charm of The Sheraton Great Valley Hotel. Centrally located in beautiful Chester County, just 32 miles outside of Philadelphia. Recently renovated. Sheraton Sweet Sleeper beds, SPG points program, Indoor Pool, State of the Art Fitness Center, Both Fine Dining and Casual Dining onsite. Shuttle Service available to local corporate business, Minutes from QVC. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Hotels.com and Priceline so you can book your Sheraton Great Valley Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Sheraton Frazer
- Frazer Sheraton