Sheraton Stockholm Hotel — Hotel in Stockholm

I am shocked at how poor this hotel was; maybe it's new or all the staff might be new? Other than the location, which is great, it's not worth staying here.

Problem 1: We arrived very early in the morning, far earlier than regular check-in, I admit that. However, we were staying in a suite, which gets priority cleaning. We were on site, which means we were given a priority to get into our room. My husband is a lifetime platinum loyalty member, so he gets priority. We messaged the hotel the day before saying we were going to be early (and yes, that does not mean they could magically get a room for us, but just saying we gave them a heads up in case anything could be done). They tell us that the guests in our room had checked out and they just needed to clean it. ALMOST FIVE HOURS LATER we finally got to the room, 30 minutes before regular check-in. The front desk apologized and said they would investigate why housekeep was so slow but we never heard back.

Problem 2: The room... while it looked nice at first, after a few hours we started noticing how bad the room was. First, despite it taking forever to "clean" the room, it was clearly not cleaned; there was still hair on the bathroom counter and trash under the chair. Then I tried taking a shower and the drain must have been clogged because I had to stop every few minutes and wait for the water to drain so it didn't overflow the tub. General work around the room was poor as well, like several inches of baseboard missing next to the entertainment tower. Not the hotel's fault per se, but just seems like it was poorly built.

Problem 3: The lounge was so bad. First, the snacks was beyond stale, it was clear they were just putting newer snacks on top of the old. If it wasn't several months old, I would be shocked; I had to dump all the popcorn out just to see if they would clean and refill it. The drink fridge was frequently empty; there was an employee we saw refilling the cups and plates and when I asked for a bottle of water she directed me to the empty fridge before finally going to get one. The tables were also filthy and while the staff would clear dishes, they were clearly not even wiping down the tables because they were all stickily and covered in crumbs.

Problem 4: The staff. In addition to the housekeeping and lounge staff not cleaning anything, we also had a problem in the lounge with the complementary cocktails. We went to the lounge and asked one of the women how we could get our drinks and she said she was happy to get them for us. Wonderful, finally someone trying to make our stay nice. We give her our drink orders and she goes away. She comes back with our drinks only to tell us how much we owed because the drinks were not part of the "free lounge drinks" and there was a separate menu for those. Why did she not say that in the first place or come back and double check that we still wanted the drinks?! I told her we were not going to pay for the drinks and she should return them to the bar.

Between the hours we lost in the city due to housekeeping apparently just not doing their job, the room not being clean, and the room/hotel just not appearing to be well kept this hotel is just...

The Sheraton Stockholm is overall a disappointment – three out of five stars is the most it deserves, perhaps even less. The condition of the room showed significant flaws: In the first room, the air conditioning did not work reliably; cold and hot air alternated in an uncomfortable way, supposedly functioning technically, but practically unusable. A room change was only possible after repeated technician visits late at night and was handled in a cumbersome manner – only upon my request was the new key brought to me, instead of having to drag all my luggage to the reception desk and back up to the same floor again (as was initially suggested by the reception).

In the new room, there was a loud clicking noise in the wall every second, like a relay constantly switching. This was very disturbing during the following nights. Thus, a restful sleep in this hotel was out of the question. Housekeeping failed to provide shower gel: It was completely empty upon check-in and was only replenished after asking three times. The shower gel bottle inside the shower apparently cannot be refilled, which is a pity since there are no shelves to place one’s own toiletries.

Renovations are still ongoing at the hotel, so breakfast is served in the conference rooms. The breakfast offers everything you need at good quality. Unfortunately, there is only one coffee machine, so there are inevitable queues in the morning – simply not enough for the number of guests. The F&B staff rarely greet guests or respond to greetings. Most of the staff appeared lost in their tasks and it felt as if they hoped not to be seen by guests.

On the positive side, the beds are large and comfortable, with a sufficient number of pillows in the room. The furniture is made of heavy wood and is of good quality. Otherwise, the room was very clean and housekeeping did a good job here.

The checkout was disappointing. Even though I specified a different email address for the invoice (which was even written down), the invoice was sent to the wrong address. There was no question about whether I enjoyed my stay or if I was satisfied – despite there being no rush at the front desk at that time. But that reflects my overall experience (see: shower gel request). There have happened even more disappointing events at the reception, but I don't want to go too much in detail here. What I can say is that I really expect better from a House like the Sheraton, not matter I am on the normal Desk or on the Bonvoy Desk (and no matter I hold a status or not - in my case only Gold Elite which is "nothing")

A note for very tall guests like myself: The toilets are extremely small – very uncomfortable. Unfortunately, it seems all rooms have the same “size” toilets.

Since I wish to post anonymously, but still want the hotel to know my identity, which seems only fair for criticism, my room numbers...

I have been contemplating to write this review and finally decide to do so to share my unpleasant experience. Check-in was smooth. With my Platinum status, I got complimentary breakfast and lounge access. No room upgrades. ||Got to my room and there was a loud noise and musty smell in the bathroom. I went back to Front Desk to report it and they said they would send an engineer to the room. I told them to send one soon as I wanted to explore the city before it got dark. Half hour later they still didn’t send anyone. I decided to leave to explore the city rather than continued waiting in the room. After I returned that evening, no notes, no calls, no nothing. With the DND sign on the door, I didn’t expect the engineer to enter but at least leaving a note or a voicemail.||The next day early morning before 7AM I was woken up by loud buzzing noise. I thought it was from a helicopter. I tried to go back to sleep as I didn’t get any sleep in the plane. A few minutes later I heard the same noise again. As the noise continued every few minutes, it couldn’t be coming from helicopter. I decided to wake up and get ready to get breakfast. I stopped by the Front Desk and complained about the noise, I was told it was construction noise from next building. They would try moving me to a lower floor when I returned from sightseeing in the evening. Halfway enjoying my complimentary breakfast, the lady from Front Desk came to the restaurant and told me she found a room and told me to pack and get ready to move. That was around 8.30AM. I quickly finished my breakfast and went back to my room to pack. I packed in such hurry that later that evening I found out I left my favorite white shirt on the bed which was forever lost. The bizarre part is I didn’t even get the key to the new room until after 10.30AM. Not even a single apology for the delay/waiting from another lady from Front Desk who delivered the key to my current/old room. She just handed the key to me after I opened the door and left. While waiting, I had gone to Front Desk twice and made multiple calls to check the status. As much as I was thankful for the lady’s assistance to move me into a new room, if the room was not going to be ready for another 2 hours, she should have been transparent rather than gave me a false expectation. I would not have wasted my time waiting for the room to be ready. I could have enjoyed my breakfast a little longer or gone out exploring the city. I could have moved in the evening.||That evening when I came back to the new room, I realized I left my white shirt in the old room and reported to Front Desk to alert Housekeeping to check. As I got ready to sleep, I saw stains on my the bed sheet. I was too exhausted to complain. I was simply unlucky to encounter a series of unpleasant events during my 2 night stay.||The only positive about this hotel is...