Starwood Hotels & Resorts Worldwide Reviews 54

Thieves!!Sheraton Times Square Hotel. Appalling and disgusting service. The relevant departments are in a complete chaos. They charged us for the breakfast, although they said they would not and while we had already paid. Now they do not even have the decency to respond to our e - mails for the refund.

I always stay at the Sheraton Heathrow Airport Hotel when I fly, as it’s perfect I can leave my car there too, which makes everything so convenient.

On this occasion, I was greeted by the amazing Ursula, who was incredibly kind and gave me the best customer service I’ve ever experienced. She truly went above and beyond to make my stay special.

This hotel is absolutely outstanding. Thank you so much for the help and the kind gesture it really meant a lot.

Kris James

We stayed at the Sheraton Hotel in Times Square New York , the room was meant to be a family room. The two double beds were tiny , there was writing on the wall , ripped wall paper and a cracked ceiling light. We later discovered blood on the quilt and a found a used plaster stuck to my foot!

Stayed at the Sheraton in myrtle beach, booked through booking.com. Apparently when you book through a third party, the hotel WILL NOT help you with any problems, even the problems were caused by them directly. Had two issues with my reservation. First, a few days after booking, the hotel (not booking.com) emailed me to tell me they were cancelling one of the two rooms I booked. I called them and they refused to talk to me about the issue because I booked through a third party. Had to spend all day on the phone with booking.com to get it resolved (and believe me, I already wrote a review for booking.com too. They were just as bad). Second issue - I paid in full with booking.com. The day I checked out, the Sheraton charged my debit card for both rooms (that were already paid for). Called them again, and again they claimed there was nothing they could do, even though it was THEM who charged my card. They claimed they couldn't see in there system whether or not I paid booking.com already. Funny how they got the reservation, but couldn't see any payment info, huh? So now I sit and wait to find a way to get the extra $600 back that they charged me. On top of all these issues, the food was majorly overpriced and it was horrible. Spent $70 on room service breakfast for 3 people that none of us ate because it was so bad.

The hotel was very nice, however, late afternoon and evening the local youths converged on the outdoor pool and pool area. They were chasing around and dive bombing into the pool. On a weekend this started at lunch time. The one security guard asked them to leave but on each occasion they returned with 5 minutes and it just became a game to them On one occasion there were more than 15. We reported this on two occasions as did other guests but the hotel seemed to be unable to improve the situation. We suggested they employed more security staff but were told there were non available. This was certainly not the holiday we expected when we booked a 5 star Sheraton Hotel and somewhat spoilt our stay

I had a deeply disappointing and frustrating experience at Sheraton Lisboa Hotel & Spa, which raises serious concerns about guest security and how the hotel handles personal property incidents.

During my visit to the spa, I left my clothes, shoes, hairbrush, and cosmetic pouch in a locker. There was no key, no card, and no proper locking mechanism — the locker simply didn’t close. I took all my valuables with me (phone, wallet, headphones), leaving only the cosmetic items behind to avoid sun exposure.

After returning, I discovered that one face cream had gone missing. I double-checked everything multiple times at home — this was not a case of forgetting. What’s more concerning is that only one item was taken, which feels intentional — as if to avoid immediate suspicion.

I contacted both the spa and the hotel. While the replies were polite, they essentially stated that the locker was “functioning properly” and that the hotel bears no responsibility. They even suggested I go to the police. But how can an unlockable locker be considered secure? That in itself is deeply unsettling in a hotel of this standard.

I wasn’t asking for the item back — just a small gesture of compensation and acknowledgment of the issue. Instead, the matter was brushed off, leaving me — the guest — to take the blame for trusting the facility.

This was my first and last visit.
It’s truly disappointing when basic guest trust is met with formality instead of empathy.

I stayed at the Sheraton Charlotte in April 2025 and my personal belongings including a Chanel bag and other valuables were taken from my room. I don’t know exactly when they went missing, but the hotel claims nothing was found. Two staff members entered, cleaned and inspected the room after checkout, yet somehow nothing was reported!

Hotels has the obligation and duty to report and secure guests personal belongings, not take them. I filed a police report and gave Marriott every chance to do the right thing. As a Bonvoy member, I’m shocked at how poorly this was handled.

Sadly, this isn’t the first time. Years ago, my husband had his work backpack including a laptop were stolen from his room at another Sheraton. Luckily, his laptop had an alarm enabled, and the police were able to track down the people who took it. In that case, the hotel staff were eventually caught and held accountable!! these patterns raise serious questions. What kind of business is Marriott really running? I hope corporate does the right thing and properly address this matter !!

We’ve always been welcomed at any of the locations that we’ve stayed at. The staff is friendly. The rooms and entire hotel are very clean.

We have booked our vacation this year at the Sheraton / Doha. A great hotel, beautiful grounds. Cleanliness is the top priority.
It was a successful stay in this hotel. Unfortunately, it is not as environmentally friendly as in Europe where the guest is informed to determine the use of towels themselves. It is not necessary to change them every day, just like the bed linen.
We would like to emphasize the efforts of the beach staff and the two engineering specialists SANTOSH and DHarmentsa who patiently programmed our TV.
Our “room boy” HK Team Mr. Gauesh was also very helpful and friendly

had really bad experience with this chain 3 times. from outdated expensive rooms to horrible sound isolation, probably need a lot of refurbishment done for the price to make sense.

Stayed at the Sheraton in both Toronto and San Francisco recently, and let me tell y’all, it was a great experience overall! Now, I usually go with Marriott, but the Sheraton definitely delivered on comfort and service. Both hotels were clean, cozy, and had that welcoming vibe that makes you feel right at home.

The Toronto Sheraton was just fine no complaints at all there. But during my stay in San Francisco, I had a little hiccup with the valet. Took a bit longer than I’d hoped, and after a day of exploring, you kinda just want things to run smooth. Still, the hotel made up for it with their top-notch service and friendly staff.

Would definitely stay again, when traveling.

We are currently in the hotel and the stay is going down hill rapidly

All inclusive is not all inclusive!
Updated as we have returned:
More details to follow as contacted travel company destination 2 asking for their explanation ! What we discovered is that within the hotel there are two 3rd party restaurants which don’t fall into the all inclusive category. The tavern and the bravo. They also have a Mexican outdoors bbq style buffet but this was also not included and during our stay they converted it and ran an October fest, which again you had to pay for. The pool bar restaurant was also NOT included

So to be clear we only had two places to eat breakfast lunch and dinner in the flavours buffet or evening dinner in le bistro. Le bistro ran two sittings and they only had 4 tables for inclusive guests the other 80 pct was for paying customers even if the restaurant was not full.

Flavours food and service was very nice and le bistro was also very nice.

Simply for 3/4 nights it was manageable but for longer its was not, we never got told what was included and what was not when we booked for when we arrived.

Small point of order but milk shakes did not come into the all inclusive but after complaining they did not charge us for them !

Hotel staff excellent

Management I talked to and emailed but did not get reply

Facilities decent but in the Bravo bar all inclusive are not welcome and asked to leave unless we buy drinks. It has pool table darts board and big screen, none of these facilities are in other places in the hotel, Bravo bar is part of the hotel complex and has no signs to say 3rd party and all inclusive not welcome, hotel perhaps you have to put a pool table table tennis table and dart board somewhere else in the hotel for hotel guest.

It’s called hotel and resort when you are in the hotel it’s hard to distinguish what you can and can’t do. Simply seems like all inclusive was aimed to prevent expensive costs

Would recommend the hotel but feel need more clarification and transparency on what is included and what’s not

Great ;)
Nice rooms

Poor stay at Sheraton Grand Sydney Hyde Park. Be aware! This hotel does not value or look after guests' property. They discarded our possession despite us already notifying the hotel and claiming the item (a blazer jacket) we left behind. The hotel confirmed that they found it and would hold it for when we return. However, they then proceeded to "lose" it when we turned up to claim it. We are extremely upset as not only was it expensive but it has sentimental value for us.

Promised a measley $50 refund for a poor stay at Niagara Falls and they haven't even bothered to send that.
Avoid!!

Four Points by Sheraton Hong Kong, Tung Chung

I am a cabin crew member. I just came back from a long flight and I want to sleep but I can't because it's now 2 a.m. and La Vista Mexican Bar under the hotel, which should be closed right now, is open at this hour for some reason and a group of people are partying. I requested to change my room due to too much noise. They changed my room but gave me a room on the side where the noise was. I hear the same noise again. The receptionist says that this Bar is closed, but why is it open now? Obviously, this hotel does not have certain quality standards and they act independently of their headquarters.

Why 1 star now??

Update on my 25th year here.

So we decided to do a timeshare yet again to save money on excursions, food, and drinks. I figured it would be better from the years past. We'll it was worse. First off there was Ramond or something That began with an R. The best way to recognize him is he's an older gentleman in his later 50s or really 60s. His breath smelled like cigarettes. The top of this teeth were white, the bottom of his teeth were jacked up and yellow. He almost had me sold until a gentleman. They called Sarge came over. It all went downhill from there (Thanks Sarge for saving me over 40 grand. Besides Not answering any of my questions or avoiding them until I got angry and said we'll leave. Just answer my question. Then sarage said that they had this special from another person who was selling their time share after 1 year. And since he didn't answer any Of my questions the confusion started.

Sarge started throwing numbers around like the lies most of these people told me here. He was not clear like the other guy and when I asked him to slow down or rewind so I can understand he didn't seem to like that he was not in charge. The best part is when he mentioned. The price which was at least $25000 less than what we were going to purchase. Not only did he create urgency BUT The act that was put on between the first salesman and sarage was worse, then the acting in a bad American port movie. It was insulting to make me feel like I was being played or hustled with the obvious act they were putting on. For example, when he told me about a discount. The sales rep said oh my goodness, you're really doing that, I have never seen that before., Wow, take a photo at the same time. It's stable 2 years ago. And then 2 years ago before that. But the acting was really good and quite entertaining, and that's when they ,Lost the sale.

It's hard to trust somebody one after an hour and a 1/2 of being told it was a 1/2 an hour meeting. I told the sales rep to tell serge to leave and simply answer my question. So my wife and I could make it decision. I told the sales rep to tell serge to leave and simply answer my question. So my wife and I could make it decision. That's when the height tactics sales started. I understand the sales tatcic creating urgency to sell a product this is ridiculous.

Even after when I said it was over. They said I have to talk to somebody else to get all of my discounts. Because the coupons they gave me were only temporarily. Another rep there Gabrilla said they would have to talk to their manager. This happened to be the same person who booked me on the time share meeting. Her name was Aruora. They said we had to speak with her on the phone. So she did then my wife gotten involved. Aurora told my wife set another to. Discounts are valve unless we buy time share once again another total LIE.

If you think that the airport time share people are pushy, rde, and LIE then wait till you sit through their 1/2 hour presentation (LIE AGAIN... this year took 2 hours again bur an hour of it was wasted trying to keep me there for what reason I have no idea because I already said NO because of the presentation that was worse than any other year I was roped into. They call your room at check in to sell you presentation then give you a flyer at your door first thing the next morning. Very pushy. I mean, honestly, after reading all of this. Would you trust them with 20, 30 even 1,000 of your dollars? I do not think so.

I've been coming here for nearly 20 years in this was a pretty rough year with the construction and what was supposed to be a 20 minute timeshare meeting that turned into 2 hours and then a bunch of lies about our tours which finally got resolved but it wasted 24 hours, I should have figured it would have been the same like years past.
Where its just a run around to confuse you and a bunch of lies to get your money ,nevertheless we will return Until the original time share runs out. And then we will avoid this place like plague.

Incredibly friendly staff, exceptional hotel, comfortable rooms and always clean. Highly recommend. Stayed 3 times in the last 6 days due to a family bereavement and they we always trying to help and were caring.

Sheraton Amsterdam Airport Hotel
29.07.23 Inv 73201676

This one is as close to fraud as it gets. Checking in clerk noticed I had not booked breakfast on a 268 Euro reservation. An additional 28 Euro and an early flight didn't appeal , so I declined. He then asked if I would like the offer price of 10 Euro, which I accepted
At check out I was not only charged the full breakfast rate of 28 Euro but the clerk refused to remove it on the grounds 'I had already received a discounted package'. He made a few trips to the office to discuss with 'the manager', but they still refused and made an offer to pass it to their accounts dept for investigation. At this point I noted two city taxes applied for one person....that was removed.

36 hours later and no contact, so here is my public complaint. I see reading from previous reviews that their customer services dept can't even be bothered to read the reviews, which is pretty shocking. So This guy who spends on average, 4,000 Euros monthly on business' hotels will stay in future with Radisson, where they understand customer service!

We stayed at the Sheraton Kansas City crown center. We were so disappointed. We were yelled at by one of the valets for taking a picture with a classic car that was parked outside the hotel. After apologizing he continued to verbal assault us with expletives. He scared my 7 year old son who just moments before was so excited to see a car he had never seen before.
The room was average. The sheets felt gritty and unclean. The air conditioner pumped in terrible stale air. We asked for a room with a safe. The first room had no safe. I informed the front desk and we were moved to a room with a broken safe. It was never fixed during our 10 day stay. The restaurant was ridiculously expensive. $25 a plate. The parking was ridiculously expensive. $25 a day yo park. I informed the front upon checking out and they offered no monetary compensation. It was a terrible experience. We will never return. We will air bnb from now on.