Won't return to Sheraton Grand
Posted Oct 24, 2016
Upon arriving, the hotel claimed we didn't have a reservation. We had a confirmation #, the itinerary, and a PRE PAID receipt ... yet they still argued it was "not in their system." We booked through Expedia so we had to sit in the lobby and spend a half hour talking to customer service. It was finally resolved.
Day #3 they had an "error in their system" and changed the card key lock to our door. I couldn't get in, and my purse and ID were in the room! They had to get security to escort me to my room to "prove" it was in fact my room.
Last item - although not a game changer, their restaurant customer service is terrible! The food service is on the 2nd floor, but their staff is on the ground floor. They have one staff serving all customers on the ground floor and you'll be lucky if they get to your table in less than 20 minutes.
Overall, terrible experience and we won't return. Next time we'll stay at the Hyatt Regency.