Four Points by Sheraton Eastham Cape Cod — Attraction in Eastham

We stayed at your hotel in Eastham, MA, for 3 nights. When we checked in on a Thursday afternoon at 4:30 p.m., our room clearly had been used--pillows were used, comforter had been laid on, there was a used coffee cup with coffee still in it on the bedside table, along with used wrappers, etc. The bathroom soap clearly was used, and an open cotton ball package was open and sticky on the sink counter. I threw all the above refuse into the trash. We called the front desk, said we were okay with staying--we were trying to be reasonable, but it appeared that someone had used the room after it was cleaned(?), and we'd like it cleaned. The front desk person simply said she would send someone to clean it, did we want another room, and then was silent. When we asked if she even cared, she finally apologized. When we returned around 7:30 p.m. that night, the garbage had not been emptied of the trash, the comforter appeared to simply be straightened, the pillows were still left used and untouched, but there was new wrapped soap in the bathroom soapdish.

On Saturday morning, we left our room for the day around 8:15 a.m. When we returned at 3:30 p.m. in the afternoon ready to relax, we found the room had yet to be touched by housekeeping--we had taken the privacy sign off the outside door handle, and moved it inside the door. We immediately called for housekeeping service, and asked why it had not been cleaned. The front desk (same person, I think), said she did not know why it wasn't cleaned yet, and did send someone to clean it. Instead of being able to rest before dinner, we had to leave for 30 minutes to allow time for the room to be cleaned.

Everyone knows a hotel must have, at least, a good bed and a good shower to get return guests. After traveling worldwide for a combined 50 years, both my husband and I never knew we'd have to tell a hotel that the 3rd leg of the stool of good hotel service/amenities is cleanliness. In fact, that probably is the most important, since no one wants to sleep in a room that clearly has the remnants of the prior guest's stay (or, here, maybe an unauthorized person who entered prior to us checking in).

My husband's sister suggested we stay at this hotel, versus one we had previously chosen, so we changed to this hotel. Because it was a Sheraton, which I have stayed in while on business in Asia, and it was a chain, we thought it would be more reliable for service/amenities than a "local" motor inn, or B&B, and had no problem changing our hotel choice. Clearly, we were wrong. We will not stay in this hotel, again.

While the breakfast was basic, but reasonable, and the dining room staff was nice and helpful, the fact that housekeeping is not a priority is highly disturbing to us--frankly, it was outright disgusting. We bought a tub of Clorox wipes, and wiped down the surfaces, door handles, remotes, etc., for the remainder of our stay.

As a side note, I used the exercise room twice--both times, there were no towels and the tvs on the equipment allowed for 1 channel each (not the same per machine--either a local network news, or an infomercial channel). Since there were only a few pieces of equipment, while the convenience was nice, the absence of basic care and service in the exercise room just extended my negative impression of the poor management of this hotel.

We expect to never hear from you, to learn that no changes were ever made, and that there will be excuses made--but, if you don't hear from guests with negative information, then you will have no incentive to change the status quo. I hope that you look closely at your management staff--they need to actually live in these rooms and use these amenities themselves--i suspect they, too, would find it distasteful. Mr. & Mrs. R....

This was our 5th year staying at this Four Points Sheraton in Eastham, MA. I have been a SPG member since 2006 and had Platinum status for almost all of that period. I travel about 80% of the time for my job, and use my SPG points for our annual summer trip to the Cape. During our first 2 years, we reserved only 1 room, but our family grew to include 4 children a couple years ago so we've reserved 2 rooms since.

Prep & Check-in: Usually I receive a call from someone at the hotel 1-2 weeks ahead of our stay, but didn't receive one this time. I called a couple days in advance to see if we could get our 2 rooms adjoined. The response is always "we'll do our best", and they have come through each year. Greatly appreciated! Mike was good on the phone on the morning before we left our house, and at check-in with guidance on good restaurants. (We enjoyed The Knack in Orleans.) Mike also advised that the hotel would be undergoing renovations from Oct.-May.

Room Condition: Having stayed here several times, we pretty much knew what to expect. The rooms are very run-down. We weren't expecting mold in the bathroom, but there is a lot of moisture in the rooms due to the humidity and proximity to the indoor pool.

Room cleaning & service: this was one of our biggest issues with our stay. On the first morning of our stay, I left a generous tip in both rooms. The tips were taken, but we found neither room had been vacuumed and neither bathroom was cleaned. (I'll save the details that made this clear.) On the 2nd and 3rd mornings, I left the same tip amounts in both rooms with notes explicitly requesting vacuuming and cleaning the bathrooms because of our young children on the floors. Not only did this never happen, but table and desk surfaces were never wiped down during our entire stay. Some days our trash can weren't emptied. One day our water bottles weren't replenished, so my wife went to the front desk to ask if we could have water left in our room.

Front Desk Service: The response my wife received from the woman at the front desk was much less than friendly. After the lady was resisting, my wife left and asked the cleaning serviceperson in the hall if she could please leave some water in our rooms and she did so. A couple days later, my wife returned to the front desk to get some new room keys (we didn't realize that if you put the wrong key in the wrong door, it will deactivate the key). She encountered the same woman at the front desk, who came across as adversarial again. After 5 minutes of questioning and re-questioning my wife, the woman looked our account up and saw I was a Platinum SPG member. Her demeanor and approach with my wife completely changed. My issue here is... why wouldn't you treat every guest with impeccable service and attitude, regardless of their status?

Bellamy's Restaurant: Quality of food on the dinner menu is poor. Service during dinner was poor. Since Marriott changed some of the food product, the scrambled eggs are horrible. With that said, our family enjoys the tremendously high-level of service and friendliness provided by Nicole and Flora, and we look forward to seeing them every year.

We're not sure if we'll be...

This property delivered one of the worst hotel nights I've had in years.

Upon check in I was recognized as a Platinum member but told that all the rooms were exactly the same so there was no Platinum upgrade. My room was a handicap room with a roll in shower. Since I was there for 3 nights I requested a room change to something with a traditional shower/tub. I was given another handicap room (I'm not handicapped) with a traditional shower. After settling in, I found that the carpet near the airconditioner was absolutely soaked and gross for bare feet. Also noticed a lot of dilapidated elements to the room, peeling wallpaper, rusted exposed pipes, super slow draining shower, stains on bedding. The worst revealed itself beginning at 1 am when a cricket that was in the room started up and continued until 7:30 a.m. I had been nursing a cold and really needed a good night's sleep after a 6.5 hour flight, but that was impossible. I went to the front desk for a room change and was told that there was nothing else available in a king, outside room. I was also told rather flippantly that I should have come to the front desk during the night to get a room change and that it was impossible to keep crickets out of the property, so that was just the way it was. Sheesh! After several attempts at getting a different room, the only option seemed to be a pool side room. As other reviewers have noted, these rooms are awful - no natural light and a chemical smell from the chlorine production in the saline system. I returned again to the front desk to ask one last time for a suitable room, or to check myself out and find another hotel. At this point someone else was on duty and found an upstairs, outer side room. This room was much more acceptable so I switched and stayed at the hotel. However, this room also had peeling wallpaper and a super slow drain that left me ankle deep in soapy water by the end of a shower.

On the positive side, many of the staff were very friendly and the breakfast that was part of my room rate was good.

However, getting zero sleep because of a cricket, the general disrepair of the property and the blase treatment of a platinum member in dealing with the problems was unacceptable. I was there on weekdays, two weeks after the labor day holiday and there were plenty of other options out on the Cape. Next time, I'll be at one of the competitors, and I recommend the...