I arrived Anchorage last night and had a bad stay at Sheraton. I had booked a Club Suite, which luckily I checked out BEFORE arriving. There's no description of the Club suite on their website, so I emailed to ask what it was. Turns out it is a Junior Suite, but on the Club Floor. IMO it's bad advertising as they do not explain that a junior suite is just a bit larger room, but that was LAST year's problem. This year I was a bit peeved to learn they were calling yet another larger room a "Suite." But b/c I asked, I knew in advance to only stay the 1 night I had to. I'd asked (after discovering the Club Suite was only a junior suite, meaning a larger room, NOT a real suite) if there was a chance of upgrade to a real suite and told "no". With only 2, they're rare, so if you want a suite, this is not the place.

Upon arrival I was told I was "upgraded" from my King room. (I cancelled the Club Suite ASAP upon discovering it was just a Junior "suite".) I took my keys and went to a Junior suite on 3rd floor. I walked in to a disgusting mess- even the toilet was not flushed. Just what I wanted to see after 3 flights to get there. Luckily the room was empty, but it was definitely not ready. So back down I go. I tell the man who checked me in the problem, and I ask for something quiet and cool so I can get some rest. Guess he didn't know the layout. I got the room next to the ice/soda machines with literally tropical air. It was SO hot that I immediately cracked the window, but no wind and only an inch of room. The room actually got warmer the longer I was there.

They sent up maintenance 4 times. 1st, he just shut off the heater by the window. Then he tried to make cool air come from the vent. Finally he said the AC was off for the winter and b/c I was in a corner room (didn't look like a corner but okay) it was too small to allow air flow. Now I've heard it all. Meanwhile, the air in the hallway is about 10-15 degrees cooler than my room. To complicate matters, people were smoking below my window, and as I'm asthmatic and allergic, I had to close the window. I was finally brought a fan which I placed on the bedside table and tried to sleep. Between the ice machine and the heat, it was a rotten night.

At no time did the front desk/guest services call to ask if maintenance had helped. I called 4 times to ask for them to fix it, and they didn't suggest I switch rooms. In fact they always said, "I'll send maintenance." Not once did they ask how it was going or suggest an alternative. And b/c the AC IS turned off for the season it will always be warm in there, especially when they leave the heater set at 76 degrees on the 11th floor. Heat rises. I know it is Alaska, but the guest is paying for the room, so if possible, he/she SHOULD be able to set the temperature. Just b/c it is cold outside doesn't mean it's cold INside. BTW, the small fridge didn't work either.

The next morning I called to let them know I'd like to use my Plat status and stay past noon. It was not busy and I'd never had trouble with this, but I was put on hold and then told, "I guess we can let you stay till 2 pm." I didn't need past 2pm, but what if I had? Don't Plats get until 4pm?

This is a Sheraton? 1st I get an "upgrade" to a bigger room called a junior suite, then I am sent to a smaller room next to an ice machine that could be mistaken for a sauna. No one apologizes, no one double checks. I'm so used to having Guest Services call back to make sure that "whatever" is fixed. If it had been busy I would've understood. But no one cared except the maintenance man, and he could do nothing b/c the AC was off.

I was planning on spending the next 2 nights at the Hotel Captain Cook where I'd always been treated well, and got a call that a last-minute meeting was being scheduled and I needed to get there ASAP. No problem as I was sick of that room. I checked out quickly, and even after I explained the problem with the room, no one commented on it. I guess they'll leave it for the next guest to deal with. I DID request a cab and there was one out the side door, but I was directed to the front where I stood freezing for 15 minutes. I saw a couple take off in the cab meant for me, and 5 minutes later the one Sheraton employee who had been overly kind to me pulled up in a van and drove me to the CC. What a nice young man he was! A true bright spot in a dreary stay.

As the clock turns and it is now my birthday, I am thrilled to be in a "Junior Suite" at the Hotel Captain Cook. For LESS than the price of a room at Sheraton, I have a full suite- bedroom with DOOR, bathroom, living room, even fans for both bedroom and living room areas. They not only cool you off if needed (not needed here) but they make white noise to keep things quiet. My BFF arrived and we watched a PPV movie & ordered room service ($5 cheaper than Sheraton for movies) and she slept not on a bumpy pull-out but a fluffy rollaway. She has her own room with tv in the Living room, and I have my own King bed and TV in Bedroom. Free internet, too. Free Parking and $20 towards breakfast included in my rate. Later today we are getting massages and enjoying the spa. The one at Sheraton was closed.

I guess what I'm saying is, get your "stay" if you need it, but there's nothing wrong with exploring other hotels. Hotel Captain Cook is nicer, and while usually more expensive, I got the CC junior suite for less than the price of a room at the Sheraton. And the suite IS a suite, not a room with a few more square feet as at Sheraton Anchorage.

There's also a Hilton and Marriott, here, so no reason to book Sheraton if you crave something new. I rarely complain about Starwood Properties. In fact, this is the only one offhand that I can think of that I have problems with every time. I'm still a Starwood girl. But I do not recommend the Sheraton Anchorage. I'm especially happy I didn't stay to celebrate my birthday there.

If you get a good deal, just be sure you check your room out thoroughly before committing. After being up half the night listening to ice machine and dealing with heat, I'm looking forward to sleeping here at Captain Cook. What a difference! I realize this is MY experience and MY opinion. I knew what to expect (all except the heat and the noise) at Sheraton and still went for the points. I may have to stay there again one day. It's not the dregs, it is just not...well, IMO it isn't Starwood worthy. If it's this upsetting off-season, I can't imagine when the rates are way up.

Just my opinion.

Happy Birthday thaliajen
I hope you enjoy the rest of this great city.
There have been a number of reports of inconsistencies and Service failures at this Hotel over a long period.
Precisely the reason Sheraton need to get all their Hotels consistent with brand standards.

My experiences at this property largely mirror those of thaliajen (and it seems many others) and based on those experiences I would 1) not be likely to stay at the property unless I *really* needed the stay credit and 2) would never recommend it to friends/family.

I've stayed at many of the major chain hotels in ANC and there are plenty of better options - the CC being one of them. The Hilton has treated me incredibly well over the years and even the old Hawthorne Suites (next to Benihana - it may have re-flagged) was more consistent in treatment and nicer than the Sheraton.

I don't need to play upgrade shenanigans with the Sheraton - especially in the off season, and get a hot room that won't cool down and a lounge with little to offer (other than a nice view).

Just a PS- they were shooting a movie with Nicolas Cage and John Cusak near the Sheraton when I was there, and BOTH stars staying at Captain Cook. (Another reason I made a good change.) I got a glimpse of Cusak in the gym (Cage was there, too but out of my sightline) and being a gal who grew up in the 80's, have to admit it was a special Birthday thrill. I wanted to see a boom box in his hands blasting "Happy Birthday," LOL!

And yes, I agree about keeping things consistent. My Sheraton Anchorage stay felt like a generic "I don't care" kind of hotel, and that's just not right. But I did the right thing and left, and I don't care how many points I lost. I got to see John Cusak!

Any updates on this hotel over the last few months, especially on how Platinums are treated here? We're visiting Alaska for the first time on a long weekend this July and I'm curious as to what to expect / ask for.

Looking for an update on this hotel as well, for an upcoming stay in Anchorage in August.

TIA!

Mr. FB and I just checked out of this hotel after a two-night stay there. My expectations for the hotel were low, based on some of the reviews here. However, we both were satisfied with our stay.

When we arrived around 3:15 p.m. on Wednesday, we had to wait a few minutes for check-in. I think this had more to do with the guests and their requests than the staff. We were checked in by a very friendly and helpful fellow who welcomed us and told us that we had been upgraded to a junior suite. We went up to Room 515 and saw that the room was the mirror image of the one that Anglo Large Clawed Otter posted pictures of in October 2010.

I realized that we were not told about the Club Lounge, so I went downstairs to ask about that. I got an elevator code to reach the 11th floor along with a card to access the lounge itself. Even though it was a little early for the evening hors d'oeuvres, I thought I would check out what was there. It was stocked with refrigerated soft drinks, waters, and bottled juices, along with fruits and other snacks (granola bars, Goldfish, and fruit gummy things) and coffee.

We never went to the lounge for the evening snacks, but we did have breakfast there. The basic continental (boxed cereals, cut fruit along with oranges, apples, and bananas, and breads and pastries) was more than adequate for us. I drink decaf, and I had to call downstairs for it the first morning and ask the attendant the second morning.

We didn't visit the spa, fitness facility, or restaurant while we were there, so I can't comment on them. Mr. FB tried to go to the restaurant for a snack a little before 10 p.m. last night while I was sleeping, but he was told it was closed. He had an Alaskan Amber at the bar instead.

The bed was very comfortable, and the curtains helped block out most of the sunlight. I slept very soundly both nights I was there. There was no noise from neighboring rooms or the hallway, even though our door faced the elevator lobby. The only noise was the loud one that our toilet made whenever we flushed it. I am sure that it had enough water pressure to flush a moose.

I took the Green Choice option, so I can't comment on housekeeping.

As for the location, it's on the east edge of downtown. Downtown Anchorage is not exactly an attraction, and it seems to deteriorate the farther east you go. However, the hotel is less than a 10-minute walk from the Anchorage Museum. The mall and the best restaurants are just a little farther away. In fact, walking the length of 5th Avenue to the west took us about 20 minutes. A taxi to the Marriott (near the western edge) was $5.25, and there are buses for those who don't care to walk. I wouldn't consider the location sketchy, just a little farther from the best parts of downtown than the Hilton and Marriott. To call any parts of downtown Anchorage "the best parts" is kind of funny, though.

Overall, we both felt like the Sheraton was a good choice for our two-night stay in Anchorage. I don't think I would be happy if we had paid the lowest rate, which was $249/night. However, 7000 Starpoints/night was about right. If we ever return to Anchorage, I think the Sheraton would probably be our choice.

Mrs. Seaflyguy and I are one night into a three-night stay here and while there hasn't been a single awful incident that would lead us to walk out the door, it's an accumulation of annoyances that have us already saying that we wouldn't stay here again.

The front desk is constantly overwhelmed. I had a 20-minute wait to check in, behind a group of airline employees with only one desk clerk. Coming back to the hotel this afternoon, I saw an immense crowd of people waiting in the lobby, and it looked as if things were moving slowly.

Checking in as a Platinum, they had me all set up in a standard room -- no upgrade of any kind -- on the fourth floor. There's essentially no view from the room, which is the smallest hotel room I've stayed in for quite some time. The bathroom is extremely cramped -- don't think about having two people in it at the same time, unless one of them is in the shower. Our door lock doesn't work properly and takes quite a bit of fiddling to close each time we leave the room.

We have access to the club lounge but it's about as bare-bones as such a thing can be. Not worth going to and certainly not worth paying for.

I can't comment on the spa (wouldn't go), the workout room (haven't been yet), or the restaurant (have other plans while we're here).

Checked in last Saturday at Sheraton Anchorage. The front desk denied me the Gold benefit of $15 credit at the bar - citing some Alaskan law banning free alcohol, although they give me 250 points and free Internet. I would like to know if it is the norm at this Hotel?

thanks.

It seems there is some obscure Alaskan law out there that prevents alcoholic beverages from being given away on a complimentary basis in certain scenarios. Marketing happens to be one of them, apparently.

So, yes, this would be a norm at this hotel, except that it isn't a bar credit of $15USD. It is simply for a complimentary beverage, which can be non-alcoholic and valued at less than that.

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Starwood Hotels & Resorts Worldwide

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I have the same general feeling from a stay last month. There wasn't anything specific, but just the general feel, attitude, impression, etc., etc., left me not wanting to go back. Especially when compared to my stay a few days earlier at the Spring Hill Suites down the road.

I'm debating between this hotel and the Hampton Inn - Anchorage for an upcoming stay next month. I like the location of the Sheraton but the last few posts have me a little wary. As I have no SPG status I'm not expecting much and the prices between the two hotels are the same. Though at the Hampton I'll receive free breakfast and not have to pay for parking while I won't at the Sheraton. Any thoughts?

The service here is horrible - took over 20 minutes to check in. Then i made the mistake of returning to ask about the lounge and how to get to the floor that it is on (some silly card and pin that you have to type into a keypad in the elevator) - and that took 15 minutes (both times there were only 1 or 2 people in line in front of me).

After we went to dinner - i called down to get the pull out couch made up - and they never even showed up. Being late at night and have been going for 20 hours straight at that point - i just slept on the couch with a blanket i found in the closet.

Come to think of it - the service was horrible everywhere (restaurants included) in Alaska - so it might not be just a Sheraton thing.

Mrs Seaflyguy and I had a very similar experience to yours in terms of the Sheraton (I would never stay there again) but a completely different experience otherwise. I came back from our three-day weekend in Anchorage, my first visit to the state, and told friends that the Alaskan people we met were honestly the nicest of anyplace I had ever visited.

At Side Street Espresso, when we told the owner we were visiting for the first time, he called a patron over who spent the next 15 minutes helping us plan our weekend. At Marx Bros Cafe, the staff couldn't have been nicer, especially the person who happily talked with us as she made our from-scratch Caesar salad. Everyone at Snow City Cafe was gracious to us and our local friends who had kids in tow. The service at Seven Glaciers restaurant was outstanding. We liked the server at Crush with the great sense of humor. Seriously, everyone we encountered there seemed genuinely nice.

Long time forum lurker here. But I just wanted to share my experience with this property.

First, I live in Alaska and it is the only SPG property in the state. If I need to maintain Platinum status, I have to stay here.

I've stayed here 3 times in the last month (and have at least 12 more stays scheduled for the rest of the year). Each time I check-in I am not recognized as a Platinum member, nor am I offered any Welcome Amenity. I make sure to request the 500 points as my Amenity, and each time I am met with a blank stare from the front desk clerk. I explain, as part of the SPG program, that Platinum members are given a choice of a welcome amenity, one of which is 500 SPG points. I am then assured the "points will be credited" to my account.

2/3 times I have been upgraded to a Jr. suite (without an provocation on my part), and the other time I was given a room on the club floor. Which I honestly dont care about because I usually just check in and then go home. It's worth it more to me to get the stay credit and the points then it is to actually sleep there.

Upon check-out, each time, I have asked for my folio (because a copy was not slid under my door. Maybe they are trying to save paper?). And, each time I have confirmed that I will receive the 500 point Welcome Amenity. And, each time, I have been told that the front desk clerk "credited [my] account personally." I have NOT ONCE been given my welcome amenity. Each time my account is updated with "amenity received in hotel." I did not receive a F&B credit, I did not even use the internet (which is complimentary anyway), I did not take a parking voucher, I didn't get a free movie, nothing. I had SPG look into it for me, and I was able to fix it the first time. The second time, I emailed the front-desk assistant manager, and the GM. Both assured me I would get the points credited. Eventually, I did. I do not believe I should have to follow up with this hotel each time in order to receive what I was promised.

The Sheraton Anchorage's refusal to adhere to SPG standards ruins the experience for SPG members who come to expect a level of service. This is not a category 3 hotel, and it is not worth 7,000 points per night (and it is definitely not worth the season rates that are charged, please see The Hotel Captain Cook).

Later in the day I am calling the hotel to see exactly what amenity I received during this most recent stay and why, when I specifically asked for points, were the points not given to me.