I've stayed at the Sheraton Heathrow twice in the past few months. Mr. Engima does not exaggerate. Most of the lights in my room had broken bulbs, the phones didn't work, I requested an iron and was told three times it was coming (but never showed up), and the air conditioning unit did not work properly. I finally walked down to the front desk. Received no apology but they did send a technician. Even he was appalled at the status of the room and told the front desk to change me to another room. A bellman was going to bring me my new keys. Half an hour passed and no one showed. Then the front desk called and accused me of not opening the door to the bellman when he knocked. I said no one had come to my door, and perhaps he had been to the wrong room. The next minute the bellman showed up and said he was too busy to get to my room sooner. So, obviously he lied to the front desk about showing up to my room sooner and the front desk blamed me for not being at my room. Finally I got to the new room: broken hair dryer, broken phone, sagging bed. Missed a dinner meeting as a result of all this rubbish. I complained when I got back home through customer service and was offered one free night in their executive rooms. I thought this was a very nice gesture and took them up on it. But I had the same problems in the executive room -- broken lights, broken chain lock (actually had housekeeping walk in while I was changing because there was no way for me to bolt the door), broken executive chair, paper thin walls allowing me to hear everything in the neighboring room. The nicer furnishings in this room do not make up for its deficiencies. The hotel is a disaster. I didn't bother to complain again since this was a free stay and the last thing I wanted was another stay (free or not) at this hotel. Never again.