Fine hotel, poor service

1   Not Recommended
December 12, 2017 by

 Map | 1 Review | 0% Recommended
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Sheraton Tribeca New York Hotel
 Map | 1 Review | 0% Recommended

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My travel companions selected this hotel for its location and SPG affiliation.  Rightly so, the location is good.  Close to three different Metro lines with walkable entertainment while being outside of the insanity of midtown.  Unfortunately, this is a substandard Sheraton.

Check in was completed by a very friendly agent (the only good service I had).  However, my SPG status was not recognized nor was I offered an upgrade (the hotel was not full). The rooms are standard NYC rooms, small but comfortable.  The hotel is clean as would be expected at a Sheraton.  Before heading out for then evening, we wanted to enjoy some cocktails at the hotel bar.  Enjoyment was not possible.  The bartender was rude, barely seemed to care we were there and seemed annoyed every time we ordered a drink.  The tab was extremely expensive ($25 for a double vodka and soda), which I can understand due the location, but I would expect the service to match price.

The next morning comes around and I was woken by slamming doors and chatter, which went  on for hours.  Again, as expected in NYC, noise does occur; this was excessive.  It turns out the problem is twofold, 1. My neighbors were coming and going all morning, and 2. The room attendant staff is loud and my room was positioned next to service elevator and entrance.

While cleaning rooms, the attendants come in and out of a room, allowing the door to slam each time and not propping the door open.  I called down to the front desk requesting to move.  The agent on the line was rude, did not apologize, offered no compassion or compensation, telling me I was already on the quiet side of the hotel.  When I requested to move anyways, the agent sounded exasperated and put me hold.  I was given a new room, however I would have to go to the front desk to get the keys. 

My new room was similar to the previous, as expected, except it includes old towels with holes and frays.  Also unfortunate was that the noise and slamming doors of the room attendants was not better. Overall, the hotel is fine.  But the service, lack of attention to detail and treatment of customers is borderline terrible.  I get the impression that management does not care or is not present.

About the reviewer:

36 year old single male, well-travelled American.  Marriott Reward Platinum, SPG Platinum and lifetime Gold, American Airlines Executive Platinum.  Frequent user of the Marriott Rewards Visa Signature and American Express Platinum cards.

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