Sheraton Chihuahua Soberano — Hotel in Chihuahua

This hotel used to be one of the best in Chihuahua. It has changed names I believe 2 or 3 times and it is located on top of a hill so with most rooms you can have a breathtaking view of the city of Chihuahua. The bad: wifi in the hotel is slow and doesn't cover all rooms, they had to send a router to our room. This building is deteriorating and management is not investing on keeping it top norch. From the outside you look up and can see the paint falling off the wall, there's mold in the bathrooms. (Pics attached) Towels are the cheapest I have ever seen in a hotel, they're old, thin and extremely low quality. You pretty much need a car to go anywhere. It shows they have cut in staffing dramatically, no shuttle driver to take you or picking you up to eat, no security at the entrance, no security at the parking lot. It shows they are becoming a 2 or 3 star hotel. Have status with bonvoy but they didnt even offer to upgrade and i had to ask them about the free breakfast (which they agreed to, but i had to ask) The good: The breakfast is amazing, they have the best cooks, the best servers and a huge variety of food. Didn't try the restaurant for lunch, but looks like it is pretty popular as well.

The views of the city of Chihuahua are amazing (but you can tell they dont clean the windows from the outside)

If you have a car, Distrito 1 is very close with plenty of restaurants.

-I have stayed here twice under the Sheraton brand.( i think it was a Westin before ) the lobby is beautiful but the rooms are desperate for a renovation. If this hotel had a constant shuttle to distrito 1, rooms renovated, security, and taking care of the exterior look, it would definitely be a great hotel. For now, I think I'll just pay a little more and stay at...

Stayed 5/31-6/2/24 and have never had such bad service. First evening asked receptionist what time pool closed and stated 8:30, we got in at 7:50 and Bar tender kicked us out at 8:00. Stated receptionist had told us 8:30 and he said no we had to get out. As we were walking in, bar tender was walking out and stated we could stay since he verified that we were told 8:30, after tone and embarrassment we decided to head for the showers. We ordered room service twice and both times order was wrong and once we ordered ice cream and brought us a fork to eat ice cream. Room had finger nail clippings from previous guests. 10 minute parking by front door is not true as locals go and eat breakfast and park there and I was stuck taking my family’s bags to basement parking lot. I paid everything in cash and asked for receipt on way out to make sure I didn’t owe anything and they charged me a regular rate when I paid but receipt was a low rate meaning someone was keeping cash. They said they would look into it and get with me later, stayed I was from TX and I wasn’t leaving until one of two things happened. Gave me receipt for amount I paid for room or refund me the difference. They gave me back the majority portion but was better than nothing. Bad service, no customer service whatsoever, dirty room, to much miscommunication amongst themselves and thieves, not stealing directly from us but from hotel. Too many small things but what put me over the top was the locals using the 10 minute parking to eat breakfast, nobody enforces any rules and guest are stuck. Never had had such a bad time...

As a member with SPG, I was looking for a top notch hotel to spend the weekend after my business trip to Chihuahua. I decided to stay in the Sheraton Soberano. I headed down to the pool on Sunday around 3pm and I had the shock of my whole SPG hotel experience. I have never seen such thing in my stays at other SPG circle properties. There were people, don't know if they were actually staying at the hotel or they somehow made it to the pool, consuming canned beer and other alcoholic drinks and outside snacks in the pool area. They had Oxxo and Alsuper supermarket coolers full of beer, chips and other snacks like if this was some type of home pool or barbecue party. This scene really made me so uncomfortable knowing that this was supposedly the best hotel in town and there was stuff there not controlling this type of scenery. The worst part was that there were cans of beer floating in the pool where there were kids swimming. I was actually consuming mojitos from the hotel bar and these people were bringing outside drinks and snacks right in front of hotel stuff. I approached a suited hotel stuff member and brought this up to him and he said that bringing outside food was not allowed in the pool premises but he or no one else during my 4 hour stay in the pool did nothing to fix the behavior of these 3 different groups of people that all brought their coolers from outside making this place a bad experience for me and showed lack of prestige compared to other SPG properties especially being the only Of SPG...