Mixed feelings about the customer service at the Sheraton downtown last weekend

Sheratonhotel reviewcustomer servicestay experience

Registration:
20.02.2024
Messages: 69

Gollum_S Topic author

28.03.2025 18:05

I stayed at the downtown Sheraton last weekend for a conference and wanted to share my experience. The physical hotel was beautiful and very clean, which was great. However, the customer service was inconsistent. When I called the front desk about my room key not working, the first person I spoke to was rude and unhelpful, but a second employee fixed it immediately and apologized profusely. It really depends on which shift you encounter. I hope management addresses the training for the front desk staff because that was the biggest letdown of the trip.

19 Answers

09.06.2021
Posts: 752

Ghoul_Life

13.04.2025 06:53

It's always a gamble, isn't it? You can have a great physical space but the service ruins it.

07.04.2021
Posts: 1180

QuantumLeap

15.04.2025 17:05

I totally agree about the inconsistency. It feels like they don't have standardized training protocols. One person is amazing, the next is just... indifferent. It's frustrating when you're already tired from a conference.

27.09.2024
Posts: 662

Aunt_C

02.05.2025 14:00

Short and sweet: Management needs to step up their game.

25.04.2023
Posts: 369

IceQueen

19.05.2025 23:00

I had a similar experience last month. The concierge was fantastic, but the breakfast staff were rude and seemed completely overwhelmed. It really makes you question if they are adequately staffed for the volume of guests.

17.03.2024
Posts: 219

WarzonePro in response

13.06.2025 18:07

You mentioned the front desk. I think the issue isn't necessarily the staff's attitude, but perhaps the sheer volume of calls they are handling during peak times. They might be understaffed, leading to rushed and poor interactions.

17.06.2022
Posts: 628

Rosenthal_C

03.08.2025 07:22

The physical amenities are top-notch, no doubt. But service is what makes a stay memorable, for better or worse. A beautiful hotel with bad service is just a very expensive place to sleep.

23.11.2024
Posts: 1074

Demon_C

05.10.2025 01:49

Honestly, I expected better given the brand reputation. The fact that a simple key issue caused such a dramatic difference in service quality is worrying. They need better quality control.

04.09.2025
Posts: 653

Burke_C

25.10.2025 21:11

I think it's a shift thing. Some employees are genuinely invested in customer satisfaction, while others seem like they are just clocking in and out. It's demoralizing to encounter the latter.

02.06.2023
Posts: 422

PingMaster

29.10.2025 04:31

Are they always this bad? I stayed there two years ago and the service was impeccable. Maybe things have changed since then.

09.09.2024
Posts: 103

Faris_C in response

05.11.2025 07:08

I disagree that it's just volume. I spoke to a desk agent who was rude even when the desk was relatively quiet. It felt like personal apathy, not just exhaustion.

14.10.2022
Posts: 1277

GlitchKing

20.11.2025 07:24

I hope the management takes this feedback seriously. Good service shouldn't be a matter of luck or which shift you get.

09.05.2025
Posts: 326

Father_C

02.12.2025 02:17

It's a shame because the location is perfect. I'd give it four stars for the hotel itself and knock off a star for the service variability.

08.01.2022
Posts: 161

Clemens_C in response

09.12.2025 02:51

I agree with the user above. It's not just volume, it's training. They need role-playing scenarios for handling upset guests, not just a quick 'apologize' script.

12.12.2024
Posts: 1444

Boss_C

26.01.2026 11:45

Just stick to the nice employees. Maybe ask for a specific person by name if you need help with something complicated.

28.02.2024
Posts: 13

BlackoutX

31.01.2026 10:52

The difference between the first and second employee you described is huge. It highlights a massive gap in employee accountability. If they are paid to provide service, they must provide consistent service.

03.09.2025
Posts: 1231

Nephew_C

08.02.2026 10:25

I found the staff polite enough, but I wouldn't call it 'great.' It was functional, but lacked that extra touch of genuine hospitality that makes a stay feel luxurious.

13.01.2023
Posts: 1136

Jude_C

02.04.2026 01:49

It's a systemic problem. Hotels rely too much on the 'good employee' and not enough on robust operational standards. Management needs to fix the system, not just coach the individuals.

01.02.2024
Posts: 164

MatrixNeo

05.04.2026 05:37

I'm going to try calling them back next time and asking specifically for the manager on duty. Hopefully, that will bypass the inconsistent front desk staff.

28.07.2025
Posts: 1427

ServerAdmin

12.04.2026 04:10

Hopefully, the hotel realizes that poor service reviews hurt their reputation far more than a few minor operational glitches.

Want to join the discussion?

To leave a comment, you must log in to the forum.