We've just come back from a two week stay at the Sheraton. We had a nice time generally (believe it or not after reading this!) but the hotel was let down by a few inconsistencies, which were primarily service based. We were at the hotel from the last week in May into the first week in June and the service had definitely improved come the end of our stay - which leads me to think that they were under-staffed in May, or maybe we were just unlucky. But the bottom-line, this should not be the case in a 5* hotel. They need to improve this.
First problem was with house-keeping. Although they were very polite and cleaned the bathroom well they would leave dirt/dust underneath certain spots/furniture - almost as if they couldn't be bothered, or they had targets to meet or something, you got the impression they were always in a hurry. On a wooden floor this dust and dirt soon works its way around. My wife resorted to wearing slippers whilst we were in the room as a result (maybe that's why they are provided??). The second problem we had was with staff in the restaurant - just the fact they were very inconsistent. We did notice towards the end of our stay that there were several staff being trained up in this area. Sometimes we were left waiting for ages for service whilst other times we were seen straight away. It was pretty frustrating at times - and it was also a lot busier in the first few days in June than it was in May.
There was one issue in particular where we were told to vacate our table in a very abrupt and rude fashion! We had sat at a 6-place table instead of a 2-place, but we were waiting on 2 other guests, plus we had a 5 month old and a buggy which took up room. We would remove the 6th chair and would squeeze the buggy into place, which would be less obstructive. This worked very well for us, although on this one occasion it all kicked off! There was obviously some kind of language barrier breakdown and I ended up in a slightly heated argument with this member of staff who had told us to move to a different table, in front of the other guests. It was very unprofessional and not something you would expect to run into on holiday, let alone in a 5* hotel! To make matters worse this chap shouted that 'he could call the manager' if I wasn't happy, in a very saractic way once I had turned my back to him! In the mean time another couple next to us had sat at this other 6-place table - without any hassle whatsoever. This waiter just walked on by as if they weren't even there! I was very angry at this point - I have to say however, that after I complained to the management it was taken very seriously, and I did receive an apology in the manner of a nice bottle of white wine, so this went some way to compensating us. But it has changed our overall opinion of the hotel, up until this point we were having a nice time. I have to say this brings me on to another complaint - the price of drinks. Soft drinks were slightly expensive but spirits were disgustingly priced! A single Jack Daniels and Coke would come in at about £10! We ended up drinking elsewhere most of the time which was disappointing also.
On the plus side (yes there are good things to say) the concierge and reception staff were helpful and polite. The hotel itself is very nice - and generally clean. It does have things going for it - You can see where it still needs some more refurbishment however - some of the carpets were heavily stained. The pool areas were nice as were the pools. But Pool service was shockingly poor once again. Another tick on the poor service box! Food was good every day but it was let down by poor service.
It's a real shame for the Sheraton to be let down by so many inconsistencies. This hotel has a lot going for it - and its in a good central location, albeit next to a very busy road. If only they could sort out the service! We will not be returning.
- Official Description (provided by the hotel):
- Located on the island of Rhodes, only a few kilometres from the historic town of Rhodes, Sheraton Rhodes Resort offering global travelers, families and honeymooners alike the best of resort amenities. ... more less
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- Also Known As:
- Sheraton Rhodes Hotel Ixia
- Hotel Imperial Rhodes
- Sheraton Rhodes Resort Rhodes Town