My spouse and I typically spend as many nights in hotels as we do at home. We almost always stay with Marriott properties. However, we planned to be in Chattanooga for over a week and decided to try the smaller, cozier, historic Sheraton Read House.
Valet Staff - exceptional upon check-in. One morning we called to request our vehicle. Upon arriving at the valet stand, two of the valets were conversing but our vehicle had not been retrieved. Once I told them that we had called ahead, one of them ran to get the car while I spoke with the one who remained. I asked how much notice we needed to give in order to get our car when needed. The valet replied that 1) they were busy (odd that nobody else was around at the time) and 2) we must have taken a while to get down there and they PROBABLY re-parked the car. Probably?!?!? I asked him if he witnessed that happen, he said no. No apology was given, just an attempt to shift the blame. A second time, we called ahead to get our vehicle. Once again, we arrived at the valet stand and three of them were standing around talking - nobody had bothered to get our vehicle until they saw us. No, they were not busy. Understandably these things happen when guests are checking in and out, it should not happen when they are not busy.
Check-in was pleasant. The room itself is nice enough. It is roomy, the bed is comfortable and the layout is functional. The stains on the furniture's upholstery is a little disturbing. There are't enough towels in the bathroom for two people. Plus, the towels are rough and scratchy.
Club Room access is one of the best features of the hotel. When they are around, the Club Room staff is very helpful. However, once the refreshments are set up in the evenings, the staff seems to disappear. However, twice we went to get coffee for breakfast and there was none.
Overall, dining in the restaurant was a decent experience. The food was very good. We did not understand why they bothered with a WRINKLED tablecloth. The service was adequate. At one point, our server called another server over to our table to answer a question about the menu. The second server actually spoke to us around a mouthful of food. The second time we dined in the restaurant, we decided to try the bar area. The food was great, but the service was lacking. The bartender was more interested in lecturing about the history of the hotel than serving the customers.
The on-site Starbucks is great! The employees are all great and the manager is exceptional.
Room Service is quite another story. HORRIBLE! 1) We ordered a peanut butter and jelly sandwich. We got a peanut butter sandwich with no jelly. Instead of remaking the sandwich, they brought 2 plastic packets of jelly. 2) We ordered the mini turkey sandwiches. We got turkey sandwiches on dried out bread. 3) We ordered dinner with 2 glasses of iced water. They forgot the water. The gentleman who brought the tray said: "I forgot your iced water, but I notice you have bottles of water so you should be okay." When I pointed out that we didn't have any ice, he told me it was down the hall. (which it wasn't - it was one floor down). With a huff, he offered to fill our ice bucket. Wouldn't it have been nice if he had said: "I am so sorry, I forgot your iced water, I will get it and be right back." 4) We called to order room service one afternoon; 30 minutes later, the phone hadn't been answered, so we called the front desk. The young lady at the front desk called and could not reach room service either so she offered to walk over and have them call us. We did not receive a call. We waited 10 minutes and called room service again - finally someone answered, but had a terrible attitude while taking the order. It seemed as if we had inconvenienced her simply by calling. 5) We called and ordered breakfast with a large pot of coffee. Breakfast arrived, but no coffee. I inquired about the coffee. The person from room service said "Oh, I didn't take the order, I will go back and get some." Do these people communicate??? He returned with coffee but no cups. Instead of acknowledging the mistake, he said "I didn't bring cups because I noticed you had those paper cups and I prefer paper anyway." Really - who orders room service expecting to drink out of paper cups? Enough - I could go on but will stop. I think you get the picture.
Housekeeping - The people who work in the housekeeping department are the hardest working people in the hotel. They are courteous, non-instrusive and extremely competent.
It isn't the mistakes that upset us, it is the overall attitude of the staff. Does the hotel need more staff members? Does the staff need better training? Where is the management?? This hotel could be a great property, but an overall attitude adjustment is imperative. To say we are disappointed is the understatement of the year. The phrases "how may I be of assistance" and "it's my pleasure" have obviously been deleted from the training manual.
- Official Description (provided by the hotel):
- Nestled in downtown Chattanooga, the The Read House Historic Inn and Suites is ideally situated for business, weekend getaways, or a vacation in one of Tennessee's most historic cities. ... more less
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- Also Known As:
- Sheraton Read Hotel
- Sheraton Chattanooga
- Chattanooga Sheraton