Sheraton Mendoza Hotel — Hotel in Mendoza

I don’t even know where to begin with the nightmare of a stay at the Sheraton Mendoza. My partner, parents, and I stayed here from 24 December-28 December in two club floor rooms. I am a Starwood Preferred Guest Gold Member and I can honestly say I would NEVER stay at this hotel again OR recommend this hotel to my worst enemy. Service is unheard of and a joke in this hotel. When we arrived at the Mendoza airport, things were a breeze. We got two taxis and were on our way to the hotel. It’s about a 15-20 minute ride from the airport to the hotel. Check in was painless enough, nothing really to write home about. The things I didn’t like was the fact that no one every discussed the benefits of the club floor lounge, so it leaves you wondering about the hours, what they offer, etc. We found the club floor lounge, which is the top level. Unlike ANY other club floor lounge I’ve been to, no on was there staffing the lounge, just a sign stating all day snacks and beverages during non Happy Hours. The problem however was there were no snacks and already opened beverages in a metal ice bucket with no supplies anywhere in stock. We finally located an employee, who ignored us. We proceeded to ask her about the benefits and weren’t given any information. Later on that evening, the young rude girl was still there and no change in her attitude. There was no food really available and when we inquired we were told that they have already put food out. We asked the young rude girl about alcoholic beverages and she laughed in our faces and told us no alcohol. We were confused by what she meant... They don’t serve complimentary alcohol or they don’t have alcohol in the hotel--We were willing to purchase wine if that were the case, but were never given the option. Later that evening we called down to the front desk and asked about breakfast in the morning and were told the club floor doesn’t serve breakfast and we didn’t have a breakfast rate. However, we were told by other hotel staff members that guests of the club floor can have complimentary breakfast downstairs in the restaurant. After this experience, I went back to our room and emailed the General Manager about our first impression of the hotel. Shortly after emailing her, I received a call from the MOD asking about what happened and how he could alleviate the situation. I told him I would get back to him as I needed to talk to my partner and discuss our options-- whether we wanted to continue to stay at the Sheraton. About 20-30 minutes went by and we heard a knock at our door (Do Not Disturb was on our door) and he sent up two fruit and cheese platters as an apology... Fair enough, but in the future, CALL first before going to a guest’s room. Also, a $10USD worth of fruit and cheese isn't a true apology... I'm thinking more a credit stay, refund, or points. Furthermore, we asked to see the concierge (they don’t have one and the front desk WON’T help you) about wine tours and sights and we were directed to a tour agency near the front door of the hotel. Their prices there are OUTRAGEOUSLY EXPENSIVE! Even worse, depending on the time of day or the person you ask, the prices change. You are much better off hiring a remise driver and booking the wine tours and tastings on your own. We ended up using the hotel recommended tour company twice. The first time we paid for three wineries, but the driver took us to one that kept up there too long to make our final appointment, but still were charged to see three wineries. The second time, the driver got lost and we spent an hour trying to help him find the winery. After all of these bad experiences with the Sheraton, we just kept to ourselves and counted down the days until we left Mendoza and headed to Buenos Aires. The icing on the cake was our last night, we went to the 'club lounge' to get some beverages and the rude young lady from our first night was there. We had been told she had been spoken to about her attitude. She again ignored us. We asked for beverages (there weren't any) and she told we couldn't have them because we might take them to our rooms. She was the rudest employee there by far, but that isn't saying much for the rest of the staff. In summary, this is THE WORST hotel I’ve ever stayed in and wouldn’t have my dog stay here. Don’t waste your time or money with the Sheraton Mendoza. I literally travel around the world(6 of 7 continents seriously) all year long and have never stayed at a worst Starwood property or hotel for that matter. The Starwood group needs to come in and save this hotel before it’s too late... And I’m thinking it’s WAY too late! Staying at the Sheraton Mendoza was the WORST part of our annual Christmas...

As a regular business traveler, I stay most of the time at Starwood hotels because I like the comfort and great service that they typically provide. If you are looking for a hotel consistent with typical SPG service, this is NOT it. Having stayed at many SPG hotels, I was expecting the same service of the Sheraton Mendoza and thats why I booked it. While the attendants were always friendly, the service was subpar. The problems started from as soon as we got to our room. The room was clean and nice however had broken blinds(couldnt look out the window), was missing batteries in the remote, and was missing all items from the Mini Bar. I immediately called and asked for batteries and the front desk said they would bring it up, I also alerted them to the mini bar situation as to not be charged. I left for dinner twenty minutes later with no batteries and they assured me they would be there when I came back. Upon arrival they confirmed that they were delivered however, there were still no batteries and I had to go down and get them myself. When I checked out, there was a bill for the items that were not in the mini bar when I had arrived even though I had alerted the front desk and had asked them 5 times to restock and to make sure they didnt charge me!. These are only a few examples of the service as occurred during my three night stay. While these are minor things, the fact that I had to ask more than 3 times is ridiculous.

Another example of the poor service was at the Breakfast where the waiters were not attentive and lazy and proceeded to set my table with the used silverware from the previous guest.

Although the room was clean, housekeeping did not replace all the towels or give us toilet paper. When we arrived in the afternoon all the towels were taken (4) and replaced with (2). After housekeeping cleaned the room, we were left with less then half a roll of toilet paper and had to call for more.

Lastly, there is no concierge in this hotel. There is a desk run by an outside company. We arrived to the hotel at 6pm, at this time the lady at the desk told us everything was closed and we couldn't make reservations for the next day. She assured us that we would be able to get on any trip we wanted if we arrived to the desk tomorrow at 8:00am. After arriving at 8:00am and having the desk make a few phone calls for us, they told us that there were no trips we could go on for the day. She apologized and told us to have a great day. She did not try to find us anything else to do. I found a tour company on my phone and asked her if she could call. She called and told us they were not available either. We called ourselves and the tour guide told us that he had told her that he was going to pick us up in an hour and couldnt understand why she would tell us that he said no.

While this is a clean and nice hotel in a good location, It does not live up to the Standards of a SPG Hotel. If you are looking for that kind of service...

The hotel is in a good location a few blocks away from the nearest walking street. However the better spots, Av Sarmiento for higher end restaurants and Av Villanueva Aristedes for a younger hipper crowd are a 20 minute walk away. So it's not totally central but certainly a great place to stay if in Mendoza.

Check-in was wonderful and English is spoken aplenty here. Even if you speak absolutely no Spanish you will get along just fine at this property. I was also provided a glass of wine while checking in. Very nice touch!

I was upgraded to a suite on the 12th floor. The room is very large although worn.

Re the room: 1- The bathroom has a bad sewage smell to it. I discussed this with the front desk and he didn't appear shocked at all. He simply said, "ah yes, we can clean this". Appears this sort of complaint comes in all the time. It is definitely time for a refurbishment if so. The smell was terribly strong at check-in. However post cleaning it was down to a manageable level so long as I kept the bathroom door closed tight.

2- The curtains were in poor condition and would stick when trying to close. If you pulled too hard they would snap off.

3- One of the lights was out over the bed.

4- The A/C worked some days and didn't work others. I didn't even touch it and some days it was nice and cold and others barely so.

Clearly this hotel needs to do a better job keeping up with maintenance. The do offer Green Choice which is nice, but do not provide cards under the door for redemption. And the maids kept trying to clean my room each day even if the card was on the door. I was worried I wouldn't get my points, but I was provided them at the end of my stay regardless.

Re the hotel itself, there is a nice lobby with chairs, a bar and separate restaurant on the first floor. The bar has a pool table. There is a nice gym, swimming pool and spa. The internet in this hotel is very slow. Way too slow for a Sheraton. In fact, the day of my arrival it din't work at all.

The elevators have two keycards in them where you must use your key to get to the customer floors. However in all 3 elevators only one (the one in front) works. But the elevator opens to the rear on the customer floors and sometimes people forget which key box works. As such I watched as many guests missed their floor before they were able to get their key into the correct key box. Either make both key boxes work or remove one.

As for Platinum recognition, it is very nice here. Upgrade to Suite, bottle of Champagne and chocolates as in-room welcome amenity, breakfast included in Club Lounge, and happy hour in Club Lounge with snacks and vino. That's the way to treat your most loyal...