Nurse Tami

Review of Sheraton Old Town

If I could give Sheraton Suites Old Town Alexandri...

If I could give Sheraton Suites Old Town Alexandria negative 5 stars I would. I have stayed in many fabulous Starwood Hotels, but this hotel is AWFUL. I admit that I didn't have much time to research hotels in the area and I chose this hotel as it is advertised as 4 stars. They also had one bedroom, balcony club suites available and good reviews online. Once we arrived at the hotel, around 7pm, there wasn't a valet, concierge, or any staff out front to assist with luggage. When we entered the "lobby" we weren't sure where to check-in as it is crowded and not easy to navigate. There was only one elevator that had access to the hotel rooms and the other to parking. Upon entering the dingy, outdated room, it was difficult for my husband, 10 year old daughter, one large suitcase, one small suitcase, one duffel bag, and I to fit in the room. The shabby furniture is crammed in the room and the TV in the "bedroom" is stuck behind the door. There is a sliding glass door in the bedroom that leads to a "balcony" that is about 12 inches deep. The bathroom is small and dreary, with a broken drain. I had requested extra towels when I made the reservation, but my request was not honored. Please be advised that the photos and descriptions of the rooms on the website are misleading. My husband spoke with an "agent" at the front desk who offered us a "different" room, but it was just as grimy as the other. The club lounge was drab like the room and the d'oeuvres were stale. I called the SPG customer service line to voice my concerns and request to check out the next day. I was transferred to a "corporate" representative who was defensive and rude. When I responded to her attitude by stating that I would leave a less than favorable review, she said that she could no longer assist me, but then offered to call the hotel to see if they would "accept" an early checkout without applying a penalty. Click. Instead of following through, she hung up on me. So, we went to the store, which is conveniently located a block away to buy Lysol, so we could feel less disgusted by the room. We stopped by the front desk hoping to speak to a manager about an early checkout again, but we were told that the supervisor wouldn't be in until 12 noon tomorrow. The same time as checkout. Interesting. I hope the result is favorable, as the "customer service" we have received so far is deplorable.