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Don't Stay Here
Avaliou em 20 de Outubro de 2021
We have always had very good luck with Marriott properties across the USA and in Europe. Not so with the Sheraton Virginia Beach Oceanfront Hotel. Based on the Marriott brand and availability of a 1- bedroom suite we booked three nights. We had no idea the hotel is undergoing renovation, although that really wasn't the issue.
We called from the road to confirm our suite reservation and were told we'd been "upgraded." Terrific. Only problem when we arrived was that we had been "upgraded" to a "pool view" room, not suite. The only suite available sounded OK so we said yes.
That was a mistake: the carpet was in bad shape, the heating/AC didn't work, there was no phone, there was mold in the combo shower/tub, and the shower barely worked -- just a bit above a trickle. We are fully vaccinated but being in our mid-70s are still careful. Despite Marriott's policy that all staff wear masks, only the front desk staff was doing so. Not the bar tender, not any of the housekeeping staff. We did not want staff in our room, so we gutted it out for the night, sort of managing to stay warm. But we left the next morning and opted out of our free breakfast because no one down there was wearing masks. Apparently this is the modus operandi in Virginia Beach. At the restaurant where we had dinner, no masks, not even the servers.
So, if you have any concerns at all about COVID or generally cleanliness and things being in operating order, look elsewhere. The Sheraton is a dump!
Relaxed Vacation including my Fur Baby/dog
Avaliou em 17 de Outubro de 2021
I’m just getting the opportunity to write a review. I stayed at the Sheraton September 2021. I am a Marriott rewards member. I booked my vacation last minute and the hotel was almost fully booked. I had to get what was available with no perks of upgrades. That was understandable. I normally don’t stay at the Sheraton however, it’s pet friendly and I needed a place for my fur baby/dog. I had a partial ocean view on the 9th floor but it was directly located on the side with construction. The noise was annoying but what could I or the hotel do about that. The oceanfront rooms were all booked. I made the best of it and went outside to the beach. The room was clean. Parking was free across the street. The location of the hotel was perfect on the beach and walking distant to the restaurants. Another plus was that there was plenty of grass areas to walk dogs. September thru May is the time that pet owners can actually allow the dogs to go directly on the beach. There were so many pet owners with dogs. It was a dog’s world that week at the hotel and beach.
Due to Covid. Much has changed. Most establishments are short of staff. This hotel was short of staff and renovating. The hotel does need an upgrade. However, my needs were met. I was accommodated by Desk Help Tamara. Under the circumstances of the hotel, she was friendly, polite and made sure I was taken care of with the best she could do. Connor was another amazing friendly help desk. Even though some situations were out of Tamar and Connor’s control, it was their attitude of outstanding customer service to ensure I had a pleasant stay.
One employee that stands out the most is a older retired gentleman name “Michael”. He was the bellman. He helped me with getting all my luggage and belongings to my room. He made me feel at home. He shared the best places to eat and sights to see. He was just readily available to help! He recognized me throughout my stay and asked how it was going. I called for him to assist with luggage for my departure. He came right away to my room. He made sure I had everything and went to the kitchen to get ice for my dog’s food for travel.
Overall, I had a pleasant experience and would stay here again with my dog. Until renovation is completed, I would rate a 3 star.
The most surreal hotel experience I've ever had
Avaliou em 22 de Setembro de 2021
I arrived at this hotel at about 5:45pm, or nearly two hours past the check-in time of 4:00pm. As I walked through the door, I was met by a lobby full of other guess sitting on the floor everywhere and a long line to the desk. Once I eventually got to the front of the line, I was told that rooms weren't ready yet and that they would call me when the room was ready. How long would that take? They couldn't tell me, but they did tell me I was welcome to visit the bar. Looking around by the number of people on the floor, I didn't get my hopes up.
I went for a walk around the block. Eventually I received a phone call that my room was ready. When I got back to the hotel and to the front desk, they gave me keys, which seemed like a good sign. I had booked a one bedroom suite, as I was traveling with my wife and children, but when I got to the room given to me, it was just a single king bed hotel room with a chair. It was most definitely not a suite. It did not have the guaranteed (yes, guaranteed per the hotel's website) sofa bed or any of the other trappings of a suite, let alone anything as advertised in the room description from when I booked it. It was just a room with a single bed and a chair. Nothing more.
This isn't the first time this has happened to me, as I've travelled a lot, so I figured they either overbooked suites or gave me the wrong room. Neither is really ideal, but both are problems that can be solved one way or the other. When I returned to the desk though, the front desk attendant disappeared for a while, only to return and tell me that I didn't understand what a "suite" was and that the room I got was the room I had paid for. She then told me there wasn't just nothing she could do, but that there was nothing to do since this was my mistake and not theirs. I pulled up both my reservation and the Marriott website description of the room I reserved, which clearly showed that I reserved a suite with a separate bedroom and a sofa bed, but she just doubled down and told me that the web site was wrong and that the room I received was the room I paid for. Now, I am a reasonable person and I can understand that the website may very well be wrong, but that's the hotel's problem, not mine. I was offered a room, I paid for that room, and I did not receive that room. This should be pretty straightforward: I'm either getting more room or a refund. That is not how the employees of this hotel saw things.
As a side note, everything in this hotel was absolutely filthy. The pool (which my sad single bed room overlooked) was legitimately brown and the furniture in the room could only generously be described as "kinda greasy." I wasn't expecting the four seasons or anything, but at $500/night it seems like my kid shouldn't be saying "this room is dirty" immediately upon walking through the door. But, I digress.
Anyway, I told the front desk attendant that I was going to book a room at a different hotel since they didn't have the room I paid for and that I would need a full refund as a result. Remember, I booked a suite with a separate bedroom and a sofabed, not a single room with a bed and a chair. She told me that I could talk to the manager the next day to request a refund and that she couldn't confirm I would be receiving one. She then tried explaining to me again that the room I was given was the room I paid for despite my clearly demonstrating earlier that the room I paid for (and still had an email confirmation for) was not what I received. I'm including a screenshot here with the room description of the suite I paid for taken directly from the Marriott website. If this is an error on the website, it's still there as of today, over a month later. The front desk attendant was adamant that this was my problem and that it was absurd that I'd be requesting a refund, so I walked away. There was simply nothing productive to gain in trying to resolve this with somebody who couldn't grasp the idea that it's not my fault their hotel is a dysfunctional mess, nor is it my responsibility to pay for their dumpster fire of incompetence.
I eventually got a refund about an hour later, but I had to call Marriott and give them the option between a voluntary refund or a chargeback on my credit card. In talking to the CSR on the phone, it seems that my reservation had been changed by the hotel the day before from a suite to a regular room, thus I received a regular room. I still to this day don't know if they were lying to me or not about not having any suites in that hotel. Maybe the staff just doesn't know the difference. Neither would surprise me.
I want to be clear about something: everybody at this hotel other than the housekeeping and bartending staff needs to be fired. The folks working the bar were actually really nice and helpful, and I assume that the housekeeping staff was understaffed and overworked since rooms weren't ready at check-in. The front desk and management staff are aggressively useless people who actively try to screw guests over instead of doing their jobs.
HORRIBLE DIRTY HOTEL.
Avaliou em 11 de Setembro de 2021
The Sheraton, Virginia Beach was filthy. All kinds of crumbs and a potato chip bag under the bed.
Carpet was dirty.
When we looked at the mattress, it was stained and dirty. Checked out early the next morning & went to the Hampton Inn by Hilton which was nice.
They only refunded partial for one night so we ended up paying about $300 and a lot of trouble and frustration.
They kept $1,036 which was supposed to have been for 3 days. But they took it out as soon as we got there.
Can’t talk to the general manager. The last manager on duty was supposed to send an email confirming that we would get our money but didn’t; then angrily hung up on us.
After waiting 10 days he claimed that he had just submitted for the refund. Would be another 5 to 10 business days. So they still have our money.
Good Location for Exploring VA Beach
Avaliou em 4 de Setembro de 2021
We had stayed here before, but after reading recent reviews were very nervous about staying again. However, our experience was perfectly fine. We stayed four nights and had two rooms with partial ocean views (although one was more a view of the construction next door). Our rooms were on the 11th floor and were clean and had everything we needed. Breakfast was included since we are Platinum status, and it was a sufficient buffet of hot and cold items. Parking is free and is right across the street. The location of the hotel is very good - right on the beach and walking distance from restaurants and points of interest. We didn't go to the pool, but it looked nice from the view from our room. A big plus for us is that it is pet-friendly, and there is plenty of grass area around the hotel for walking our furbaby. Some of the furniture did need some repair, and the bathroom is quite small with only one towel hook. But overall we had a pleasant experience and would stay here again.