We paid for our 6 days trip ahead of time to get a good rate. Upon arrival the $50 daily deposit fee advertised online became a $100 daily fee according to front desk manager. I showed them the online advertised fee but the rejected it. After contacting Hotels.com I was told we would have to agree to the deposit until they can get in touch with supervisors if we wanted a room for the night. We reluctantly did and were checked into a room that had active mold in the ceiling from a leak, slow draining tub (standing in water for shower), AND a fractured sink. It was late night and after 30 minute ordeal at check in we decided to address issue in the morning. We mentioned and showed pictures of our concerns and were told “they would have their folks look at it and call me that day.” No phone call was ever made and when we arrived back at the hotel that night it was discovered by the new shift that the problems were never mentioned in the system. They apologized and moved us to a different room that night.
We had two days when room service missed our room completely and we had to contact lobby to restock towels, coffee, remove trash, etc. We have never experienced any hotel issues like this ever in the past. Queen and her manager (failed to get his name) we’re the only two individuals that were polite, kind, expressed concern, and showed professionalism on our stay. Fortunately, they were the exception but we have no plans to stay at a Sheraton again.