Sheraton Samoa Aggie Grey's Hotel & Bungalows — Hotel in Upolu

I had booked accommodation at the Sheraton Samoa Aggie Greys Hotel for myself and elderly mother from the 11th July, 2017 to the 22nd of July - Check out today. Unfortunately our stay at your hotel was a terrible and miserable experience. We arrived at the hotel approximately 7am on the 12th of July and we had to wait approximately 3 hours for our room. Prior we had told reservations that we will be checking in the next day at approx 5am. Once we arrived, the reception had given a superior room located upstairs with no elevator access. She went on to say that there are no rooms available on the lower level for us as they are priority for the new guest and she will need to speak to the Manager.

Throughout the morning I had to explain to reception and the front office manager (Mr Harrison) that my mother (76 years old) is disabled and has dementia and needs to be in a room ASAP. I went on to say that we had caught two flights from Queensland, Australia - which included a stop-over, in total of approx 15 hours of travelling. This had no affect on your staff, we were told by reception to wait near the sitting area where the buffet was located and no-one came to aid us. My sister called from overseas and spoke to the reservation executive Lei who had booked the accommodation prior, and she said that there was a mix up with rooms. They had a staff meeting and they are trying to organise something ASAP. I had to go up to reception a few times, overall we waited for 3 hours for our paid hotel room which was unacceptable.

Finally we were given a room however water leaking from the sink and toilet, leaving a puddle on the floor - my mother is disabled.

My sister from overseas had been trying the whole day to speak to the manager because she knew I was stressed. The reception offered to transfer my sister to the second in charge and then said he also went out with the Manager to a meeting, however the reception was able to connect my sister straightaway to the Manager as soon as she asked for his managers email details.

Also room service waiting time was up to 2 hours, wrong order and I had to wait again. Communication was poor with your staff members, worse with management.

On the 19th of July about 3.30am in the morning, I was using the bathroom toilet when I saw a hand from behind me pulling on the bathroom blinds in my hotel room from the outside, the persons hand was inside my bathroom!!. Apparently the bathroom window was open and the person was able to open it from the outside. I saw the persons hand hold the blind up attempting to watch me from outside and the person was not aware that I had seen them. I was in shock, upset and shaken by the terrifying incident, I screamed out and slam the window shut, and in the process I had hurt my finger nails. I called reception, security arrived and the police came shortly after, however they were not able to get any clear finger prints and find the person stalking me. Please note that I was so afraid, I was even concern that it could of been a staff member/security, and I was not sure on how long this person has been watching myself and mother while using our bathroom during our stay at your hotel or even worse if my mother was left alone in the room, what could of happened. I couldn’t go back to sleep. I stayed on the phone with my sister til it was daylight. FYI - There is no lighting in the area where our room is situated - room 2004. It is so dark in that area whilst walking back to my room that I have to use my mobile as a torch just to see whats in front of me.

Hours later we were moved to another room - Elevator access this time, but it had a bathtub and only cold water. I had to pat down and wash my mother on a chair because it was not safe for her to get her into the bathtub. People with disability/Elderly needs to be treated with respect and dignity. Again my mother is disabled but I was so upset with the current events I was too tired to educate your staff, I did not feel safe and was very upset because I felt violated in my hotel room.

This is a SAD holiday at the Sheraton Samoa Aggie Greys Hotel - Bungalows, not disabled/carer friendly

Ms Andrews

(I emailed this account to a few managers) Mark emailed back and said they are fixing problems to ensure this doesn't happen again. He stated it was a one off incident and apologises for poor service etc. management may think case closed however people need to be aware and know what to expect. I have the right to express what happen to myself and mother while on holiday.

Sheraton Resort however was a wonderful experience, however I have made the decision not to book at Sheraton...

A Greatly Appreciated Thank You! especially TO KIRK MURRAY & PAI FILISOUNUU...

HOTEL location is centre Apia close to all the shops only a few minutes walk away. LOVED OUR STAY! Best coffee at the 24hour cafe.

"I would like to take this opportunity to thank you and your staff for the wonderful 14 days in the end of November 2016 my mum and I stayed!!!

It had been 6 years since my mother has been back home in Samoa since her stroke. Also her first time staying in a hotel as she always stays at her house in the village but with her sickness I refused to let her stay at her village as it’s too hot and with her condition I did not want to risk anything happening to her.

Also thank you for the AMAZING surprise 70th Birthday dinner for my mum we celebrated with the FIAFIA group singing happy birthday and the amazing cake Sheraton staff Apia organized. I was blown away and am in awe thank you so much for making my mother feel extra special. The entire staff from morning to night was wishing my mum a happy birthday and I only told reception my mum was like how did they know it was my birthday. :)

My mother randomly got ill two days before flying back home to Sydney Australia her body collapsed due from the heat as we were out visiting family earlier on the day. I was in shock and I dialled reception three times to call an ambulance and then cancelled as she started to look ok. KIRK MURRAY & PAI FILISOUNUU who work at reception/door entrance on duty came straight to my room to assist me, they checked my mum’s temperature, help me move my mum into a comfortable position then onto the wheel chair and rushed us to the local hospital in their OWN PERSONAL CAR as there was no ambulance available. Kirk & Murray never left us they came into the hospital and assisted me, registered my mum in to see a doctor and ensured we got the best. As I am from overseas I didn’t know how the Samoa system worked lucky for me I was blessed with Kirk Murray & Pai Filisounuu. They waited for the all clear and they drove us back to the hotel and were checking in us all the time till we departed. Kirk & Pai didn’t have to do what they did for us they went above and beyond. Thank you for being by my side and helping me in times of need. Words are not enough to express my gratitude I will always remain indebted to you guys. On my next visit to Samoa I will make sure to visit you both.

Your staff were a real credit to you – Bubly greetings, very attentive, polite and everything ran very smoothly. The room was a perfect size for my mother and I. Your waiting staff served the meal very efficiently, and it was piping hot and absolutely delicious. Everyone was well attended to by your cafe staff and they were always on hand to ensure we were always ok. Ordering Taxi and arriving back to hotel the boys where always ready to assit.

I would have no hesitation in using your services again or recommending your hotel. I wish you all the very best for the future." Thank you so much for making my mums surprise 70th birthday holiday one to remember and for the awesome hospitality,kindess,love and support thank...

My wife and I recently chose Samoa as our first Pacific Island holiday together and we chose well!! Our first experience at Aggie Greys was the smiling face of the doorman who took our bags to reception, and then for 6 days the entire staff made us feel like family. Leading from up front was Kirk, the concierge. He was so friendly and accommodating throughout our stay ensuring that if we needed anything, it would be done. On the day that we took our main island tour, Kirk personally organised a taxi driver (Tusi) to take us everywhere we planned to go and at a very good price. We went to the To Sua trench (awesome!), Lolamanu Beach(stunning!!) and Piula Cave Pool (great to have a mask here). Tusi was happy for us to spend as long as we wished at each location so you are able to plan your day well, and the drive around the island in between locations is really nice. In summary Tusi was brilliant, so much so that we had dinner with him later that evening! Kirk sets a standard that is followed by other staff members throughout Aggie Greys, of friendliness and warmth that we have never experienced before. These lovely people have hearts the size of mountains, with smiles to match, and in our experience they were simply amazing. There are too many to individually name, but Ernest (a great drink mixologist!) has to be mentioned. Ernest made our time in the Lobby Bar something to look forward to on every occasion and his cocktails are amazing!!!! The Kokoa Samoa was heavenly. We chose to mostly eat out at lunch and dinner time so we could discover more of what Apia has to offer, and it was easy to walk to most places, but breakfasts at Aggies Feast restaurant were great, with a wide range of food to choose from in a lovely setting. Not a day went by when we didn't swim in the pool and this was particularly appreciated by my wife who hasn't enjoyed swimming a lot before this. We had read previous reviews that mentioned the broken/missing pool tiles but although there are some, they are very small and in our eyes you would be extremely unlucky to cut yourself. I think some reviews have made this sound a lot more of a problem than it actually is. We slept well every night of our stay in our Classic room, which we had no complaints about. I must mention the Fia Fia night on the Wednesday of our stay. Great Samoan entertainment and if you are game enough to be one of the lucky ones chosen to get up and perform, you should try it and have a laugh. They put on an energetic, cultural display that is well worth seeing. After 6 nights at Aggie Greys we left for home in NZ totally refreshed and totally happy. We cannot speak highly enough of our experience here and of the people who looked after us. They are all a credit to the hotel and we left last Friday night with slightly heavy hearts having to say goodbye to our new friends. We will be back at Aggie Greys without a doubt for many repeat holidays in Apia. From the bottom of our hearts,thankyou to everyone at Aggies and take care. We loved every minute...