My experience at this hotel was very disappointing. I reserved and pre-paid for two rooms at the Sheraton. One was a handicap assessable room, for my 77 yr old father that uses a walker to ambulate. On April 9, 2013 I contacted the hotel and spoke with Marquita, who confirmed the handicap room, for a one night stay for April 13, 2013. On April 12th I spoke with Charlotte to confirm, which she did. On the day of my father’s and my arrival I contacted the hotel at 1pm indicating that we would not arrive until after 6pm. I spoke with Charmaine who stated that she personally did the room check and confirmed the handicap room and assured me that our rooms will be ready, and are guaranteed because I had pre-paid for the rooms. My dad and I arrived at 6:30pm to discover our rooms had been given away, and the hotel was fully booked. The front desk clerk, Tori stared at the computer screen I assumed waiting for something to magically happen. I asked to speak to the manager, and he Front Desk Supervisor Mr. Shohn Horton responded. Mr. Horton apologized, after I told him what his staff had assured me regarding the rooms, and that I was disappointed with the service. My dad and I had been traveling all day and he required special accommodations and the Sheraton staff gave away the specific room we requested and paid for. It took 2 hours for Mr. Horton to get my father settled in his room, after he had to approach the guest who was in the handicap room and this guest did not require these accommodations. This would not have happened had the Sheraton not played the game of Bait and Switch. Travelers with special needs beware.
- Official Description (provided by the hotel):
- Sheraton Norfolk Waterside Hotel is near Virginia Symphony, Chrystler Museum, and Nauticus. We have 16 meeting rooms, totaling 35,000 sq ft of event space, some of which have gorgeous harborside views ... more less
- Reservation Options:
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- Also Known As:
- Sheraton Norfolk
- Norfolk Sheraton