Sheraton Norfolk Waterside Hotel — Attraction in Norfolk

Our issue was mainly with the customer service at the front desk from who I am assuming is the manager. In January 2025, I called this hotel and asked for advice on the best rooms to book if we wanted a view of fireworks on the Fourth of July. I was told anything “harbor view” or corner — so I booked the corner room, paying quite a bit more for the extra window. I booked through Delta, as I have a Delta AmEx and like their reward system. The Delta system stated that the room accommodated three guests and had the option for a pull-out, which I requested, as we only had the king bed and there were three of us.

We arrived at 1500 on July 4 and were able to check in an hour early and went up the room to find out that the balcony actually just faces Waterside Drive and the other window, behind the massive TV/dresser system, faced the harbor. There was also no pull-out available. We went back downstairs to explain our issues with the room and requested a downgrade to two Queens anywhere in the hotel. The first woman I spoke with seemed to exhaust her known options on the computer and she went to get who I assume to be the manager, who came out of the back already on the defense, asking, “What can I do for you?” as if I hadn’t just spent 10 minutes explaining the situation to the woman before. I explain again, but it became clear this man had no desire to help in way, shape or form. He responded to my requests for a pull-out or for as if the entire concept were antithetical to the core values of organization itself. He mostly kept repeating that, since this is the room that we booked, he is unable to assist with anything. Apparently, since we booked on a third-party website, the hotel is not beholden to any information that may be incorrect or misunderstood, but the guests are in fact beholden to it! It is a shame that this hotel allows third party booking on websites with knowingly incorrect information about the facilities and passes on all mistakes to the guest. To be fair, he did offer to refund our entire stay, of course knowing it was Friday and the Fourth of July so there would be nowhere else for us to go.

Perhaps this man had a bad day, but there was zero customer service involved in the interaction. There was no apology, sorry for the misunderstanding, this happens all the time, etc. There was no follow up after the holiday with any possible rooms we may be able to move to because of our lack of a sleep space for one member of our party (I slept on the floor!). It was a pretty infuriating experience and I felt like I was treated like I was trying to pull one over on the hotel, or scam them out of something.

The rest of the stay was mediocre. We got housekeeping once out of the four days we stayed, despite being out during the day, every day. They only made the bed and gave us fresh towels. We had to take out our own trash multiple times and request fresh drink glasses by catching someone in the hallway — thankfully a member of our group spoke Spanish and was able to communicate with housekeeping without having to involve the front desk again. There was also a lounge on our floor that we had access to with our reservation, which we only found out on day two of our stay, and from another guest in the hotel. One of the blackout curtains in the room was broken and difficult to access, the toilet ran at all hours, and the elevators worked when they chose to.

Overall, there was customer service from the manager, but it was defensive and disdainful, zero communication about housekeeping schedules and included amenities with our pricey reservation. The only good thing about this hotel over others is...

Horrible experience. Took my 9 year old daughter and two of her besties to Sheraton Norfolk Waterside. I received confirmation that my checkin was at 8am. Rooms were not ready when I arrived by 9am but they told me that they would call me when ready (that’s fine). They even gave us a key to hang out at the M lounge which the food was subpar but didn’t complain because I was grateful. We just got up and left. ||We were driving around in Hampton around 12pm when I got a call saying the rooms were ready and to come back. I did, but unfortunately the rooms that were provided for me were not types of rooms I requested at the time of reservations (which were two connecting rooms with queen beds). By that time I was getting agitated. My girls and I went back to the front desk and they tried to provide me with another 2 rooms however, the rooms STILL had 2 king beds and not 4 queen beds. I was going to settle with the additional roll away beds but then I got super agitated because I scheduled months in advance, this is for my daughter and I don’t want her to be disappointed with the arrangements, I am an ambassador so I wanted what was fair or at least an upgrade. So after being highly inconvenienced I spoked with a lady at the front desk who told me I had three options: 1.) take the rooms and the additional roll away beds; 2.) wait until after 4 pm for rooms; or 3.) look for another hotel which would be hard because of the weekend events happening. ||I asked them if they could find me a room at another hotel. The lady said no because she can’t see what other hotels have. By this time we had been waiting since 9am and it was after 2pm. So I told her that we will leave and figure it out. She agreed. ||I took my girls back upstairs to get our luggage out the rooms, but the key wouldn’t work. Went back downstairs to get the keys fixed. Went back upstairs and tried the keys again, still didn’t work. So we kept doing this about another 2 times before we were escorted upstairs by the front desk lady. Being an ambassador, I know not to have my key by my cell phone, which is what I was accused of doing and that’s why my key didn’t work. When we finally left at 3pm the ladies at the counter told my daughter “happy birthday” before we walked out. That felt like the final nail in the coffin as we walked out. |||Few positive kudos only for valet: 1.) Dominic made us feel like family and suggested places to stay while we waited for our rooms to become available. 2.) Kadarious and Caleb were the one who calmed me down, carried my luggage to my car, AND worked it out so that I didn’t pay for valet parking which I was...

I feel like I’ve been lied to and deceived since the moment I walked into this place. Upon entry I asked the guest service agent what the parking was like she told me there is a garage across the street but the ticketing system is down and that the only option is valet parking. I accepted that answer but went to check the garage anyway, just to be sure. It seemed to be working just fine and brush it off. Then I go the restaurant for a late dinner, when I get the check I notice that the price of my sandwich was $2 more than what was stated on the menu. I think to myself “no big deal, it’s just $2.” I’d also like to add here that the food was mediocre at best. Finally, I go up to my room. I try to turn on the tv and nothing happens. I look behind the tv and realize it’s not plugged in, so I plug it in. I try to turn it on again, still doesn’t work. The screen now turns on but it shows the message- no hdmi 1 input, but everything seems to be plugged in correctly. I go to the hotel phone, also not plugged in! And no cord to plug it in! Also the cord arrangement in the outlet behind the tv, was a disaster. I see that there a second phone in the room, this one works. I call down to the front desk, tell them about the tv and their response is “oh yeah, the internet to the tv’s isn’t working.” Why didn’t you tell me this when I checked in?! And why are the tv’s working in the restaurant but not my room?! It felt as if their response felt dismissive and dishonest in the moment and even more so upon reflection. My perception of this hotel is that it gets by on their location ALONE. I’ll admit that it’s in a great spot. I paid extra to get a room with a view of the river and I am happy with that, but everything else is subpar and out of date. Update- I would be changing my review from two stars to one because I confirmed that they were indeed lying to me. I found this out by physically going down to the front desk and addressing it with them. I spoke with a different employee who knew nothing about the previous stated scenario, and sent up the maintenance man. He (the maintenance man) has been the only redeeming factor of this situation. I give him the highest of praises as he corrected the entire situation personally. I had to change rooms, but he made sure the room I moved to had the same if not better view, all working utilities, and more. David you are a king amongst kids! You...