Sheraton Grand Ballroom Ballroom (all)

• michael roldan★★★★★a month ago

  This was, without a doubt, one of the worst hotel experiences I’ve ever had. We paid around +$400 per night for what was supposed to be a suite, expecting the level of service that comes with both the price and the Sheraton name. Instead, we received some of the worst service imaginable. Upon arrival, we were assigned a so-called suite on one of the lowest floors in the hotel. To make matters worse, the beds weren’t even made. We went to the front desk to ask for them to be prepared, and we were told they couldn’t do it because they didn’t have enough staff. Instead, they handed us clean sheets and expected us to make the beds ourselves. That is completely unacceptable for a hotel in this price range. The next morning, housekeeping woke us up at 7:00 a.m. to clean the room. We politely asked them to come back later. After that, we called the front desk three separate times—around 9:00 a.m., 2:00 p.m., and again around 8:00 p.m.—requesting housekeeping service. Not once did anyone come. We returned to the room that evening to find it exactly as we had left it: uncleaned, with the beds still not made. On top of that, every time we asked for bottled water, we were told there would be a charge. We agreed to pay for it, yet they still never brought it. It wasn’t about the cost—they simply failed to provide the service. Paying +$400 a night for this level of service is unacceptable. The hotel appears to be understaffed, poorly managed, and completely lacking in customer service. We expected a premium experience and instead received constant inconvenience and disappointment. I would not recommend staying here. There are far better hotels that actually value their guests. Save your money and stay somewhere else.

• B C★★★★★6 months ago

  The rooms were clean and well appointed. The lobby was nice with lots of room to relax and visit with friends/colleagues but it was only 4 degrees outside so the constant opening and closing of the front doors made it too cold to enjoy. However, the mezzanine level had additional lounge seating and was comfortable. The room view was fantastic!

• Tyler W★★★★★10 months ago

  10/8/25 Tyler senior ops manager never responded. The staff here lied to me from the front desk, to their manager to Tyler the senior operations. This location either can’t find better help or is unaware of the level service being given. You don’t deserve your jobs acting the way yall did and the reason it continues is because accountability is rare. So hey Tyler - regardless of corporate or not - learn to be a man and follow through on your word. Pathetic Currently using a dirty towel bc of them: Asked for towels at 7 Pm. They said they’d bring them. None ever came. I wake up early and ask for a towel again via chat to be told I can’t get any bc they have no housekeeping. It isn’t purely housekeeping’s job to help guest and I’m pretty sure if a guest needs a towel overnight that there is someone that can provide them. I was told nope sorry just wait. They didn’t offer for me to come down and get some or for them to bring some up etc. The reason I care is bc I take care of the staff. I tip well. I clean my room before departing. I bring gifts at check in and all I ask for is towels and get treated awful. I then go downstairs to get table and I’m greeted by Lashonda and she is wearing a very unprofessional bucket hat and you can tell clearly doesn’t care for their job or the guest at all. You shouldn’t be in a position like this if helping people bothers you. 2 people were sitting in the back laughing and having fun etc. not working. Not helping guest. So I politely left and I’ll use my dirty towel and wash cloth no issues, however I want someone at Marriott to contact me after reviewing this. Update: as I was typing my review and made it very clear to them I’d be reporting this - MAGICALLY towels appeared in my room before me. This actually upsets me bc I also stated very clearly to leave the towels outside. I don’t want to interact with the staff now and no longer trust them. This is the issue with having bad staff at the front. You lose your trust and reputation for everyone. I documented everything They literally have trash that’s been out for almost 48 hours. I honestly don’t understand how some hotels operate at such a low level but others are just fine. Management is responsible for this. Senior operations Tyler was supposed to contact me back and never did. I’ll contact corporate today.

• Andres P★★★★★a month ago

  Just called asking about a service and got a. “We don’t offer that, period” by the front desk… without any help as to, “we don’t offer this but you could do x” I guess we should expect a 2 star service from this 4 star hotel

• A B★★★★★4 months ago

  Nice room, but older and was not cleaned 100%. Clearly was a kids party before my stay as I found sticky hands wrappers and twisty ties all around. Front desk was very standoffish on check in complaining about getting breaks to each other and having to fill out my voucher cards for exec club, which they didnt tell me was not on the 40th floor anymore but on the 2nd next to the bar. Which made for a fun adventure. There is no hours on the lounge either and when I called the front desk about 6 times from 630am to 750am it rang once then gave me busy signal and when I told the front desk he said "oh really" picked up the phone to check and then just kept helping the person he was checking in. He asked me if there was an issue as he was helping other customer.

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