First off... the beds are FABULOUS! Our conference left us always tired... these beds were comfy, plenty of pillows, great linens. Loved them - seriously. The front desk staff was great, always helpful and full of smiles. When my flight was cancelled they stepped right in to help me out....
but for the price of the hotel, and the food .. here are my not so complimentary thoughts:
1. The menu is very limited, and for someone who has health issues, not very healthy. I had to continually ask to substitute fried food options for simple veggies such as broccoli. The first night, it wasn't too bad. The waiter was nice. I ordered ice tea instead of alcohol, and it was hard for the "bar" to adjust to non-alcohol requests. The main dining room isn't open at night, so you are forced to limited seating in the bar area. With limited tables, I had to sit at a high table which isn't overly comfortable and the tables are smaller. The second night, the waitress was rather rude, I felt, and when I requested broccoli again instead of the onion rings, I received stern looks. I also asked for the sauces on the side. My food came covered with the sauce and with a limp vegetable i didn't recognize. The gentlemen who brought me my food was extremely apologetic (I admit, I broke into tears I was so frustrated by that point) and told me he would bring me another dish. My ice tea still had not been refreshed, I had nothing to drink. I asked him for more tea, and although happy to do that for me, I still didn't receive it. The manager approached me and I explained that I was sure the dishes were tasty, I just had dietary needs that restricted the use of sauces -- and what I asked for was simple. The waitress finally checked on me again and let me know my tea was coming. I finished dinner without anything else to drink.... finally the tea came, but it was sweet tea. I returned it and asked for another glass of regular ice tea, as I had before. Ten minutes later I neither had my tea or my bill. I received a message that my flight was cancelled. I got up, asked the bartender for my bill, and eight minutes later finally got it. I normally tip at 25% when I travel, but did not do so on this occasion .... and was worried about what I could eat for dinner with my additional stay.
I returned to my room, dialed "o" for help and explained my plane issue... she told me I would be able to stay and put me on hold to transfer me to the front desk. I was on hold for approximately 40 minutes. I finally hung up, put my shoes back on and went down to the front desk. They did not, of course, receive the call.
On the bright side.... the front desk was extremely helpful and wonderful, and after they heard my story about dinner, comped me breakfast and two drinks (which I might actually use tonight!). The Concierge desk is fabulous! Every one at that desk is fabulous and helpful, and I wish I knew their names to leave kudos .... but truly, all of them ROCK! High marks for this group!
The dining staff that I have met during the breakfast hours are also lovely folks. Thu (I hope I spelled that right) has greeted me each morning and remembers what I drink, helps me feel welcomed and special, a nice treat when away from home. Now, tonight, I am unable to eat my "take in" (since I don't want to experience dinner here again) in the lounge area with a "light" beer or glass of wine. I must retreat to my room.
So for comfort, I rate this hotel high .... for some of the staff, high marks. But I feel there is a lack of cohesive customer service and rules that make for a more unpleasant stay. There is no reason for me to "hang" here when I cannot enjoy eat or drink, and am unable to enjoy any socialization - as a "lone" traveler, that can make a difference.
Not that I wouldn't come back..to Sheraton.... the beds are dreamy. But I would make sure there are plenty of places to eat within a short distance if possible (and in honesty, there are places here, but we are in the middle of an extreme cold snap and walking in the cold is tough right now!) I would just encourage that all areas of the hotel work together for the best customer experience, which is not the case now. And I would improve the menu.
- Official Description (provided by the hotel):
- Sheraton Philadelphia Downtown hotel is near the Franklin Institute, the Convention Center, and many corporations. We have 757 guest rooms, free wifi, and 38 meeting rooms/58,000 sq ft of event space ... more less
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- Also Known As:
- Sheraton Philadelphia City Center Hotel
- Sheraton City Center Hotel
- Sheraton Hotel Philadelphia
- Philadelphia Sheraton