Starwood Preferred Guest - Sheraton Suites Philadelphia - my worst stay ever

Arrived at the hotel at 2:50pm and was told the rooms were not loaded into the system yet and check-in was 3:00pm. I’ve never even heard of rooms being loaded. Like any of us, I’ve arrived early and told my room wasn’t ready but housekeeping would be called and they would either clean a room or find one that was available (sometimes I’d have to wait). Finally around 3:20pm I’m called to the desk and handed a key. I walk in the room and the room is occupied, there’s a great experience. I go back downstairs and get another room. Later in the day I request my NW boarding pass to be sent to the hotel fax. I receive that with a knock on my door. Their fax printer does not print because it is almost out of ink. I’m told to have it faxed to the 4-points next door. Around dinner I leave to meet my niece for dinner and inquire about the fax from next door; they know nothing about it. I inquire about the Sheraton guarantee and was told that program has not been around for years. I guess I don’t use it. The next day housekeeping is knocking on the door to clean it up at 7:30am; that’s today memorial day. That wakes me up and I let them know I’m leaving in a couple of hours. I go to take a shower and there is not any water. On my way out I inform the desk of this problem and the front desk person in a tone that implies I’m stupid asked if I read the instructions at the sink about the shower. I said no I don't normally read instructions at the sink for the shower and left. This hotel also did not have a club lounge or any offer for breakfast or anything. The sad part is I stayed at the 4-points the night I landed, it was late, and was upgraded to a room, suite with a Jacuzzi. I stayed at the Sheraton because I assumed they had a club lounge. Maybe the Sheraton Suites hotel does not have club lounges.

What is the purpose of this "rant"? :confused: What exactly do you want or what do you want, us, the readers, to take from this post?

Arrived at the hotel at 2:50pm and was told the rooms were not loaded into the system yet and check-in was 3:00pm. I’ve never even heard of rooms being loaded. Like any of us, I’ve arrived early and told my room wasn’t ready but housekeeping would be called and they would either clean a room or find one that was available (sometimes I’d have to wait). Finally around 3:20pm I’m called to the desk and handed a key. I walk in the room and the room is occupied, there’s a great experience. I go back downstairs and get another room.

I'm not in the industry but maybe one of resident Hotel Employees on the forum can tell us what "loaded into the system" means. I'm taking that as housekeeping hasn't completed room service, so clean rooms haven't been checked and loaded back into the hotels reservation system for the front desk to assign.

Later in the day I request my NW boarding pass to be sent to the hotel fax. I receive that with a knock on my door. Their fax printer does not print because it is almost out of ink. I’m told to have it faxed to the 4-points next door. Around dinner I leave to meet my niece for dinner and inquire about the fax from next door; they know nothing about it.

Did you really need the board pass? I don't carry a printer and I check in online and just reprint the boarding pass at the kiosk upon arrival at the airport. I understand you that you wanted to skip that area all together, however, most elite lines are relatively short, would the extra 2 minutes make that much of a difference? The most important thing is that you were checked in, correct?

I inquire about the Sheraton guarantee and was told that program has not been around for years. I guess I don’t use it.
The program ended in '06

The next day housekeeping is knocking on the door to clean it up at 7:30am; that’s today memorial day. That wakes me up and I let them know I’m leaving in a couple of hours. I go to take a shower and there is not any water. On my way out I inform the desk of this problem and the front desk person in a tone that implies I’m stupid asked if I read the instructions at the sink about the shower. I said no I don't normally read instructions at the sink for the shower and left.
Question was the "do no disturb" sign on the door? If yes, then that is unacceptable. Is there something special with this property in regard to the showers?

This hotel also did not have a club lounge or any offer for breakfast or anything. The sad part is I stayed at the 4-points the night I landed, it was late, and was upgraded to a room, suite with a Jacuzzi. I stayed at the Sheraton because I assumed they had a club lounge. Maybe the Sheraton Suites hotel does not have club lounges.
You assumed they had facilities, you didn't do your research first, that is not the hotels fault nor can it be attributed to you having a bad stay. In the future, all I can suggest, is that you come here to FT or read the hotels individual page to review its offerings.

Bottom line.... while still on property, talk to the GM of the property and give the hotel an opportunity to make things right.

If you don't like what they have to offer or you dont tell them what will make you happy, then take it up with Corporate Customer Service.

Good luck.

sounds like a pretty poor stay. i look forward to reading your update after you hear back from starwood customer service.

Question was the "do no disturb" sign on the door? If yes, then that is unacceptable.

I had similiar experience at the Sheraton Chicago Tower today. The housekeeping lady entered my room after I checked into the room (with the DND sign ON) and this morning, they just opened the door without even knock!! and she did not even apologize ( I heard she was complaining that she is not able to finish everything today and closed the door)! (Good thing that I put the lock on so she can't open far) and I was about to change my clothes. Thats twice in 24 hours! Thats one of the worst housekeeping I have encountered for years. Its totally unacceptable!!

Maybe the Sheraton Suites hotel does not have club lounges.

I've stayed at Sheraton Suites Santa Fe Mexico City, they have a club lounge there.

Wow, that was the worst "paragraph" ever written. In all seriousness, what is the purpose of this "rant"? :confused: What exactly do you want or what do you want, us, the readers, to take from this post?



I'm not in the industry but maybe one of resident Hotel Employees on the forum can tell us what "loaded into the system" means. I'm taking that as housekeeping hasn't completed room service, so clean rooms haven't been checked and loaded back into the hotels reservation system for the front desk to assign.



Did you really need the board pass? I don't carry a printer and I check in online and just reprint the boarding pass at the kiosk upon arrival at the airport. I understand you that you wanted to skip that area all together, however, most elite lines are relatively short, would the extra 2 minutes make that much of a difference? The most important thing is that you were checked in, correct?


The program ended in '06


Question was the "do no disturb" sign on the door? If yes, then that is unacceptable. Is there something special with this property in regard to the showers?


You assumed they had facilities, you didn't do your research first, that is not the hotels fault nor can it be attributed to you having a bad stay. In the future, all I can suggest, is that you come here to FT or read the hotels individual page to review its offerings.

Bottom line.... while still on property, talk to the GM of the property and give the hotel an opportunity to make things right.

If you don't like what they have to offer or you dont tell them what will make you happy, then take it up with Corporate Customer Service.

Good luck.

Now I know why I do not like to post on FT. I’ve been a member here since the beginning and read it a couple of times a day. I felt this stay was awful enough that I was trying to note it for my fellow FT. All you do is mention is it is the “worst” paragraph.

I’m going to state here why I felt qualified to create this post.

AA EXP since started in 1998 and very frequent flyer before that, gave it up due to bad customer service issue in 2003.
Plat for NW since I left AA in 2003
Over 3 Million AA points.
Almost 3 million NW points.
Plat for Starwood since the beginning; I think it may have been called Sheraton Club before. Never missed a year.
Plat for PC, once again I think it was Holiday Inn when I first received status. Never missed a year.
Diamond with Hilton, received a Gold Comp three years ago and did fast track in less than on month and Diamond since.
This is the first time EVER that I was told rooms were not loaded at 10 minutes to check-in, and I mean NEVER. I pointed out the housekeeping knocking on my door not to point out the “Do not disturb” sign but to show they are working early and I’m sure they did not finish all rooms at 3:20pm the day before. They were available.
I do not print the boarding passes so NW knows I’m checked in. I do it so I do not have to go and get a boarding pass. I like to walk in and go to security. Once again I’ve never had a boarding pass sent to a fax without ink.
I mentioned the shower because that is ridiculous to read the note at the sink for a shower. I have been in hotels that had weird showers but the notation is near the shower. I brought up the shower also to show that way the front desk person talked to me when I asked about it. A problem that does pertain to me in regards to the shower is that when I’m not wearing my glass (which I do not wear in the shower) I can’t see five feet in front of me.

As far as research for the lounge you are probably correct. I’ll admit I assume 4-points no lounge; Sheraton Lounge. It has been my experience when a Sheraton does not have a lounge they offer a free breakfast. Not a big deal just one of the being spoiled things I like about Starwood that keeps my loyalty to them number one when I have a choice. I’ve already made Platinum this year with my 30th stay when this Sheraton posts.

To prove I’m not a person that “rants” about a hotel I did not even know the Sheraton promise has not existed for two years.

While I am not a big fan of this property I do have two questions. Off the lobby by the elevators are two computers with a printer. Did they not direct you there to print your boarding pass? Second, as Platinum I have always been given a breakfast voucher. Unless the policy changed I am surprised that you did not get one especially with what you went through.:confused:

While I am not a big fan of this property I do have two questions. Off the lobby by the elevators are two computers with a printer. Did they not direct you there to print your boarding pass? Second, as Platinum I have always been given a breakfast voucher. Unless the policy changed I am surprised that you did not get one especially with what you went through.:confused:

I was not directed to the computers and did not see them. I was not given any breakfast vouchers.

I was not directed to the computers and did not see them. I was not given any breakfast vouchers.

i always proactively ask about breakfast vouchers (if applicable (i.e., the property has a lounge but it is closed)) and computer usage (whether it be free wifi or free computers the hotel may provide) at check in. its best to get that out of the way upfront. those are basically two of my "stock" questions when i check in.

Wow, I stayed at this property on Sunday as well, and also will vote it my worst Starwood stay ever:

1) Bathtub was missing the "enamel" in four spots, and had large rust patches oozing "rust water." Spots were approx. 3 inches in diameter

2) My "cleaned" room was "clean" except housekeeping had left dirty glasses and dirty bathrobes stacked in the middle of the floor.

3) The check-in agent said "I don't know anything about platinum status. You need to speak with a manager"

When I spoke to the "manager on duty" in the morning, her response "we are currently renovating the hotel, so some inconvenience is to be expected." I told her the agent the night before said they had "just completed a renovation" and the response? "She's new, you can't trust her."

I think a letter to SPG is in order....that bathtub felt like a health hazard.

While I am not a big fan of this property I do have two questions. Off the lobby by the elevators are two computers with a printer. Did they not direct you there to print your boarding pass? Second, as Platinum I have always been given a breakfast voucher. Unless the policy changed I am surprised that you did not get one especially with what you went through.:confused:

I asked as well, and was told "there ain't no free breakfast for anyone."

I think this crowd is being unfairly harsh to the OP. While I do consider the initial post to be erratically written, I don't find its content to be whiny. Perhaps part of my postition is rooted in my disdain for this marginal property, as well.

This place was once a Westin Suites and was exceptionally well run. The past decade as a Sheraton Suites has been marked by continual decline to the point that it's just a crap property.

They used to give PLATS breakfast certs; but no longer do. I have also experienced this very "rough around the edges / low paid" front desk staff. The owners of this property clearly don't put much faith into staff training and "strive for excellence" reviews with key staff members. It's painfully evident at the front desk -- these folks are just doing a job. Minimum training combined with low pay will always result in mediocrity.

Anyway, given my past lousy experiences here, I'm inclined to throw my support behind the OP. This hotel really does need to have the screws turned on it. Either clean it up or reflag as a Comfort Suites.

I have also experienced this very "rough around the edges / low paid" front desk staff. The owners of this property clearly don't put much faith into staff training and "strive for excellence" reviews with key staff members. It's painfully evident at the front desk -- these folks are just doing a job. Minimum training combined with low pay will always result in mediocrity.

In my experience, I would extend this description to the "manager on duty" as well. Equally poor in both knowledge and customer focus. :td:

The opening post seems fair to me, albeit typographically-challenged :confused:

Sounds like the poster had a poor stay. I would definitely recommend the Four Points next door; I stayed there the other day and it was far more enjoyable and hassle-free than any of the four previous nights spent in various W, Westin and Sheraton properties.

In fact, Four Points Philadelphia is probably the best Four Points I have stayed in (although I did not get any kind of upgrade, not that it mattered). I was impressed to discover it had a pool ^ and the courtesy driver offered to save me some time by driving me directly to Eastwick SEPTA station so that I could catch an earlier train into Philly ^

(like the four points miami beach) if a property is pretty much hated by all flyertalkers, i would encourage everyone to contact customer care. i believe that hotels get fined if guests open customer care files. yes, i realize that not much has changed at the miami beach property, but i tend to think that money talks and when property owners start paying a lot of fines, there is a chance things may change.

Wow, I stayed at this property on Sunday as well, and also will vote it my worst Starwood stay ever.

I think this crowd is being unfairly harsh to the OP. While I do consider the initial post to be erratically written, I don't find its content to be whiny. Perhaps part of my postition is rooted in my disdain for this marginal property, as well.

This place was once a Westin Suites and was exceptionally well run. The past decade as a Sheraton Suites has been marked by continual decline to the point that it's just a crap property.
...
Anyway, given my past lousy experiences here, I'm inclined to throw my support behind the OP. This hotel really does need to have the screws turned on it. Either clean it up or reflag as a Comfort Suites.

(like the four points miami beach) if a property is pretty much hated by all flyertalkers, i would encourage everyone to contact customer care. i believe that hotels get fined if guests open customer care files. yes, i realize that not much has changed at the miami beach property, but i tend to think that money talks and when property owners start paying a lot of fines, there is a chance things may change.

Ditto. My family stayed here for 2 nites in 2006 -- coming off a redeye, we checked in at 7am (paid for the prior nite), and left the following day at 8am. They had booked group youth business (soccer tournament and dance tournament), which leads to heavy use (abuse?) and noise. Lousy attitude, poor responsiveness, 20 minute wait for a check in the restaurant nearly caused us to miss our flight.

This one is ripe for deflagging...

This one is ripe for deflagging...

preferably retraining. you (almost) never want fewer options.

I have stayed at this hotel several times. I like the suite arrangement. However, the staff is, more often than not, poorly trained and unsympathetic to guest concerns. I whole heartedly agree with the original poster and feel the first response to his posting was improper. I believe the original poster's primary motive was to let us all know that we should beware of this property.

Concerning deflagging, I believe this hotel is corporate owned.

...... first response to his posting was improper. I believe the original poster's primary motive was to let us all know that we should beware of this property.

I asked specific questions and gave follow up advice.

I have absolutely no symathy for the OP in this matter. Here's why...

1) The fax printer was out of ink. Obviously they can't print your pass. Do it yourself. Did you ask them where the business center was?

2) When they told you to fax it next door, did you make sure they called over there to the FD or MOD to make sure they knew about your boarding pass?

3) 7:30am for Housekeeping to show up would bother me too, but I wouldn't be that upset if I forgot to put the DND sign on my door and locked it. I probably would have laughed it off since it was my own fault.

4) As ridiculous as you may think to have instructions by the sink instead of the shower, are you serious? How far away is the sink from the shower? 3 feet? maybe 4? Does it matter if the notation in right by the shower or the sink since you can't see 5 feet infront of you anyway? Just a thought.

5) While some properties are nice and offer breakfast vouchers (or you ask for them and they give it to you), if they don't have a loung or the lounge is closed, breakfast is not listed as an amenity weather your Platinum or not. You can't get upset at the hotel because they didn't offer you a free breakfast. If they gave it to you, they'd have to give it to everyone. Not happening!

1) The fax printer was out of ink. Obviously they can't print your pass. Do it yourself. Did you ask them where the business center was?

And I'm sure it's still out of ink.

I have absolutely no symathy for the OP in this matter. Here's why...

1) The fax printer was out of ink. Obviously they can't print your pass. Do it yourself. Did you ask them where the business center was?

2) When they told you to fax it next door, did you make sure they called over there to the FD or MOD to make sure they knew about your boarding pass?



a bit harsh, no?

1) printing a boarding pass is a basic service hotels provide. it isn't up to the OP to make sure the hotel has ink on hand for its fax machine. the hotel needed to figure out how to get the OP his/her boarding pass (i.e., provide service to the customer).

2) it's not the OP's job to make these follow-up phone calls. if the property said they were going to do something, they should do it. why should the OP have to babysit the hotel staff to make sure they do what they promise?

Concerning deflagging, I believe this hotel is corporate owned.
It is, as is the Four Points PHL Airport.
http://media.corporate-ir.net/media_files/irol/78/78669/Owned_Property_april08.pdf

Is anyone else troubled by the fact that a hotel would let their fax machine run out of ink? A lot of things get sent via fax, either meant for the hotel staff (reservations, cancellations, etc.) or guests.

Thanks for the heads up, it sounds like this property has been poor for a lot of people.

I have absolutely no symathy for the OP in this matter. Here's why...

1) The fax printer was out of ink. Obviously they can't print your pass. Do it yourself. Did you ask them where the business center was?

"From now on I will ask at check in if the fax has ink, if not I'm going to Kikos to print"

2) When they told you to fax it next door, did you make sure they called over there to the FD or MOD to make sure they knew about your boarding pass?

"I will never assume that a hotel is doing any follow up for their issues, I'll ask to be on their payroll instead".

3) 7:30am for Housekeeping to show up would bother me too, but I wouldn't be that upset if I forgot to put the DND sign on my door and locked it. I probably would have laughed it off since it was my own fault.

"I did not bring this up because of the early knock on the door, I noted it because if they are looking for rooms that early there should be rooms loaded at 2:50pm, I will never walk in a hotel before 3:00pm again"

4) As ridiculous as you may think to have instructions by the sink instead of the shower, are you serious? How far away is the sink from the shower? 3 feet? maybe 4? Does it matter if the notation in right by the shower or the sink since you can't see 5 feet infront of you anyway? Just a thought.

"I'm guessing if they have instructions 3 or 4 feet from the shower I'm not the first to have this problem; from now on I'm asking at check-in if I need special instructions to use the shower or toilet"

5) While some properties are nice and offer breakfast vouchers (or you ask for them and they give it to you), if they don't have a loung or the lounge is closed, breakfast is not listed as an amenity weather your Platinum or not. You can't get upset at the hotel because they didn't offer you a free breakfast. If they gave it to you, they'd have to give it to everyone. Not happening!

"I mentioned this because with a 4-points sharing a parking lot I would have chosen it over the SHeraton if I knew there was not a lounge. I should have looked into it.. my fault"

a bit harsh, no?

1) printing a boarding pass is a basic service hotels provide. it isn't up to the OP to make sure the hotel has ink on hand for its fax machine. the hotel needed to figure out how to get the OP his/her boarding pass (i.e., provide service to the customer).

2) it's not the OP's job to make these follow-up phone calls. if the property said they were going to do something, they should do it. why should the OP have to babysit the hotel staff to make sure they do what they promise?


No I don't think it's harsh at all.

1) It's an honest mistake the hotel made for letting the fax machine run out of ink. Who's to say when it ran out? Maybe it was only 5 minutes before and they sent someone out to get another cartridge or whatever. No need to get that upset at the hotel.

2) While it's not the OP's job to babysit the hotel staff, OP has made it abundantly clear that (and as we all know) the boarding pass is rather essential and important. Common sense tells me I should get things done on my own to make sure it gets done when I need it done. While it is a conveinent and wonderful service hotels provide, that's not why they're there. Obviously if something is that important I would make sure it got done so I didn't have any problems later on.

I've stayed at that property one time and I do not intend to ever stay there again although my experience was different than the OPs.

I found the staff to be extremely pleasant and helpful. By contrast the physical condition of the property was deplorable. The common areas were fine, but the first room that they gave me was pitiful. Among the more egregious issues was that the carpet was ripped. There was a six foot gash that exposed the flooring underneath. Also, the window shades/mini-blinds were hanging by a thread off of the curtain rod. The industrial carpet (with the gash) was threadbare and more worn than the carpet in the hallways.

I immediately turned around and went downstairs and explained to the front desk that that room was unacceptable and detailed exactly why. I also opined that such a room should not be in service under any circumstances. They were very nice and understanding. Another room would be open shortly and they comped me lunch without my asking.

At that time, they also comped breakfast, although breakfast ended at 9am.

The second room was better, but because the first room left such a bad taste in my mouth I canceled the remainder of the stay and went elsewhere.

I read and re-read the OP, and while the stay had a few hitches, it really doesn't sound like anything remotely approaching a nightmare stay. Much ado about (almost) nothing.

As for the comments from others regarding stays in 2006 and so on, my understanding is that a complete renovation was recently completed. If so, I don't think that pre-renovation stays would be that relevant to the current physical condition of the property.

As for rude service, etc., well, this is Philly, after all -- the town that "loves you back." :D (I used to make somewhat frequent visits to Philly on business trips over the course of several years -- the "service culture" there takes a bit of getting used to. ;) )

No I don't think it's harsh at all.

1) It's an honest mistake the hotel made for letting the fax machine run out of ink. Who's to say when it ran out? Maybe it was only 5 minutes before and they sent someone out to get another cartridge or whatever. No need to get that upset at the hotel.

2) While it's not the OP's job to babysit the hotel staff, OP has made it abundantly clear that (and as we all know) the boarding pass is rather essential and important. Common sense tells me I should get things done on my own to make sure it gets done when I need it done. While it is a conveinent and wonderful service hotels provide, that's not why they're there. Obviously if something is that important I would make sure it got done so I didn't have any problems later on.

Since you just started here on FT and only have 15 posts I decided to read all your posts. Guess what every one, except one, is some negative response to someone else

Like I said I think I'm pretty well qualified to make a personal decision about a hotel and relate that experience here to fellow FT. I'm sure in over 20 years of extensive travels I'm over 1000 hotel stays and this hotel had several problems in one stay.

No rooms loaded at 2:50, needed to wait 30 minutes in lobby (how can this be acceptable??).
I pointed out my belief rooms were available by my comment of 7:30 knock the next day
Finally get room and it is occupied (How can this be acceptable, and think of what could happen???0.
Fax has no ink (If this was the only thing I agree things like this happen).
Need to follow up on subsequent fax to property next door (How can this be acceptable).
Shower... needing instructions (I took blame for this).
Rude reply as if I'm some sort of idiot for not reading shower instructions (I agree NE areas can have some attitute:)).

I believe in three stikes and your out, especially when there is a Starwood property less than a 2 minute walk away.

No I don't think it's harsh at all.

1) It's an honest mistake the hotel made for letting the fax machine run out of ink. Who's to say when it ran out? Maybe it was only 5 minutes before and they sent someone out to get another cartridge or whatever. No need to get that upset at the hotel.

2) While it's not the OP's job to babysit the hotel staff, OP has made it abundantly clear that (and as we all know) the boarding pass is rather essential and important. Common sense tells me I should get things done on my own to make sure it gets done when I need it done. While it is a conveinent and wonderful service hotels provide, that's not why they're there. Obviously if something is that important I would make sure it got done so I didn't have any problems later on.

One other thing I noticed, you claim to have top status with Hyatt, Hilton, Marriott, and Starwood yet 100% of your posts are trying to protect Starwood... Not one other post in the other forums. Your only non negative reply in an attempt to protect Starwood was a positng congratulating them for a propery in Maui. This raises a red flag with me:(.

Concerning deflagging, I believe this hotel is corporate owned.

That's very sad, then...

One other thing I noticed, you claim to have top status with Hyatt, Hilton, Marriott, and Starwood yet 100% of your posts are trying to protect Starwood... Not one other post in the other forums. Your only non negative reply in an attempt to protect Starwood was a positng congratulating them for a propery in Maui. This raises a red flag with me:(.

FYI, the poster has edited her/his profile.

Arrived at the hotel at 2:50pm and was told the rooms were not loaded into the system yet and check-in was 3:00pm. I’ve never even heard of rooms being loaded. Like any of us, I’ve arrived early and told my room wasn’t ready but housekeeping would be called and they would either clean a room or find one that was available (sometimes I’d have to wait). Finally around 3:20pm I’m called to the desk and handed a key. I walk in the room and the room is occupied, there’s a great experience. I go back downstairs and get another room. Later in the day I request my NW boarding pass to be sent to the hotel fax. I receive that with a knock on my door. Their fax printer does not print because it is almost out of ink. I’m told to have it faxed to the 4-points next door. Around dinner I leave to meet my niece for dinner and inquire about the fax from next door; they know nothing about it. I inquire about the Sheraton guarantee and was told that program has not been around for years. I guess I don’t use it. The next day housekeeping is knocking on the door to clean it up at 7:30am; that’s today memorial day. That wakes me up and I let them know I’m leaving in a couple of hours. I go to take a shower and there is not any water. On my way out I inform the desk of this problem and the front desk person in a tone that implies I’m stupid asked if I read the instructions at the sink about the shower. I said no I don't normally read instructions at the sink for the shower and left. This hotel also did not have a club lounge or any offer for breakfast or anything. The sad part is I stayed at the 4-points the night I landed, it was late, and was upgraded to a room, suite with a Jacuzzi. I stayed at the Sheraton because I assumed they had a club lounge. Maybe the Sheraton Suites hotel does not have club lounges.


I've stayed at this property a few times in the past and I agree that service totally blows and the place is old and tired.

In fact, most Sheraton Suites properties (with the exception of a handful, like Calgary Eau Claire) pretty much blow.

The FP next door used to be pretty drab but I think it's much nicer now.