Sheraton Hotel • Escazú — Hotel in San Rafael

Check-in was difficult as a Titanium and Lifetime member, and as a start to my birthday week, which this hotel ruined. No room upgrade was offered, even though the app showed a dozen rooms open for my dates and having Titanium perks. I informed the front desk that we loved rooms with a balcony, but they did not care.

The room phone didn't work and it took four requests at the front desk over two days to get it fixed... 24 hours after the first front desk associate (male, tall, 30ish, 7pm?) promised that it would be replaced ASAP.

The room service waiter waited with my room door open. He said he was waiting for me to give him a tip, even though one was already included. Broken English-Spanish.

There was no hot water in the shower on arrival for 10 minutes, as well as long waits later on also. Cold showers are no fun! :(

I was told in the morning by your Sheraton Club host (female, rude) that we were not allowed to be in the Club lounge. I explained that I was a Lifetime Titanium, and she still said, "No". There was absolutely no trouble in the evening the night before, but earlier in the day, there was much trouble with this "host".

We were now slightly scared to even enter the Club Lounge as we now felt unwelcome in this hotel. We did not want to be arrested if we went in there again. I assume that Titanium members can bo longer enjoy your amenities??

I assume that this property is racist against us, or they are not a Marriott property, or they just plain don't like Bonvoy members.

Whatever the reason, the fact that I had to write this letter and review just adds to my disappointment. My birthday week was no fun and Sheraton San Jose ruined it because I had to deal with those basic issues.

I wish that I had chosen a Hilton instead, as they never tell me "no" as an elite Diamond member there.

pool closed with maintenance in a hallway, not even close to the pool.

dinner was totally screwed up on the last night of attempted room service. MShed taters instead of rosemary papas Nd mixed veggies instead of creamed spinach. Steak was way too chewy.

9:30am on checkout day, a young tattooed maintenance guy with a ladder pounded on our door, even though we had our PRIVACY PLEASE sign hanging on the door. No...

The hotel was OK.

We've stayed ther for 3 nights.

But experianced a very bad SPG service.

My letters to them were never answered to my satisfaction.

I am a SPG Platnum member and was expecting to be treated as such.

I had a reservation for 2 rooms, for one night using my star points and an additional reservations for a latter date,

We were on a family trip to Cuba and Costa Rica. We have completed our trip to Cuba and were supposed to arrive to Costa Rica, Our flight was unfortunately canceled twice,

I tried to cancel the reservations via the SPG application, but it was not possible. There was no telephone number to call SPG as well. I called Sheraton San Jose to cancel the reservations, but the line was bad and I did not get a call back as requested.I also wrote costumer care an e-mail but did not get a respond.

Only 48 hours later when we managed to get a new flight with, just a couple of hours before we had to leave for the flight, I wanted to book the rooms with my star points again. I googled "SPG phone from Cuba" and there was no telephone listed. The first listing of google showed 4 points Sheraton, Havana. So I decided to go to this hotel. On arrival to the hotel I contacted one of the seniors there. He was very nice and wrote an e-mail to Sheraton San Jose to reserve 2 rooms with starpoints. This e-mail was never answered.

During our layover connecting flight in Panama City, I finally managed to contact SPG and wanted to reserve two rooms this time for 2 nights (as our plans changed). I was told I cannot make a reservation with star points and need to reserve with payment. Since we were planned to land at 22:00pm, I decided to reserve and solve the issues with you latter.

We've stayed in this hotel for 2 nights.

In addition to the above someone from SPG decided by himself to cancel our second reservation we had, so as I found out about this mishap, I imidiatly reserved it back the second time.

I think that I should have gotten a better...

I suggest you stay down the street at the brand new HYATT CENTRIC hotel (