I just returned from a weekend with my travel buddy/shopping partner. I booked one night with points and the other at a discounted rate, but the customer service rep wasn't able to merge the reservations so I had two separate confirmed codes. The location of this hotel is fabulous - next door to the John Hancock Building, right across the street from Bloomingdales and around the corner from Louis Vuitton. Great.
However, the customer service and the room were less to be desired. I called ahead to let them know that we would be arriving after midnight - no problem. The person I spoke with was really nice confirmed that I wanted two beds and my credit card. When we arrived, the front desk staff person was friendly checked me in for both reservations- again, no problems.
The room needed some repairs - the beds weren't as comfy as they usually, the bathroom toilet was not secured on the floor, there was mold on the bathroom ceiling, and the bathroom door paint was peeling. The next morning there was a bill on the door, which included a charge of $55 for parking. We didn't have a car, we took a cab from the airport! So, I stopped at the front desk, the woman was nice and credited the $55 to my account. I also mentioned that I had two separate reservations and asked if they can make sure the room gets cleaned, she said no problem. Later in the afternoon, we came back to drop off some bags. When we opened the door, the room wasn't clean. We left and went for more shopping - came back again before dinner. We went to open the door and were locked out! Neither of the door keys worked. So we had to go back downstairs, wait in line only to be told "you probably deactivated with your cell phone." Really? I don't think so. I asked to speak to a manager, who came out and apologized assured me that the keys weren't deactivated and offered me 4,000 SPG points. (Not on my account as of yet). Needless to say, I will not be staying here again. I agree with some of the other travelers - this is a Sheraton acting as Westin.
hotel reviews