Sheraton Agoura Hills Hotel — Hotel in Agoura Hills

Don’t make the same mistake that I did and book here hoping that you get a good room, even if you have in the past like I did. It seems the hotel has gone down in recent years, which is sad given the serene location and high potential of this property. Housekeeping staff is obviously overworked and management doesn’t care about customer comfort as I’ve tried for weeks to talk to them and no one has gotten back to me even after reaching out to corporate…

I was on a medical trip and thought that by spending a little more and staying at the Sheraton that I would be ensured a clean room and comfortable stay however, I got the complete opposite. When I arrived, I was placed in a room on the third floor, and it appeared that the bed had just simply been remade after the past guest instead of having the sheets replaced. I went down to the front desk and the staff was concerned and supportive, then placing me in another room a few doors down, which, unfortunately had the same situation. I returned to the front desk and they asked me if I would be willing to have a staff member come with me to look at a couple other rooms.

The staff member showed me a room down the hallway on the third floor, and this room seemed a little bit better, but also to have the same issue. They then took me to a room on the club member floor, and encouraged me to stay in that room as it was the best that they had to offer. I decided to do so, and carried my luggage up to the room. As I tried to settle in, I realize that the bed was more disgustingly dirty than the rest. Besides the severely wrinkled sheets, there were hairs all in the bed, and the mattress had been shifted, revealing bodily fluids on the headboard. I had also booked a room with a balcony to ensure airflow as I am immune compromised, and when I opened up the balcony door, I realized that there had been rain collecting on the patio, causing it to turn black and bubble with mold. I went to use the bathroom and discovered food stains on the hanging bathrobe along with urine on the toilet seat.

I called the front desk and they moved me back to the room on the third floor. After this long ordeal which required me to go up and down their long hallways with carpet pattern reminiscent of the Overlook Hotel in “The Shining”, back-and-forth to the front desk multiple times, it was now midnight. I went to shower before bed and found the drain was clogged. :( Then the heater wouldn’t stop running, so I had to literally unplug it from the wall because the remote and the thermostat didn’t work (this was after the front desk agent said he checked it to make sure it was working properly) but I was too tired to bother with contacting the front desk again.

I talked to the front desk in the morning and told them my concerns. They were very concerned said they would talk to the manager (who conveniently happened to not be available at the time) and housekeeping. Since then, my husband and I have both tried to call multiple times, left multiple messages, reached out to corporate who also sent them an email and the hotel supervisor manager has never gotten back to me. Please see photos of the top...

We have a friend in the neighborhood and we were thrilled to find this lovely hotel. We had platinum recognition both times we have checked in. The club is nice and has a patio. The food is as all clubs. The hot food reduced to one container and just mediocre. Just an observation, if not going to serve two hot snacks, take out the second server as it makes it look as if the hotel is cutting down. Especially paired with the following. One gentleman who works the club room should have his position changed. He sat out cheese and we had to ask if there were any crackers. I heard one gentleman do it and he was give a few crackers, so I asked. Then he begrudgingly decided to put out crackers. Muttering something about everyone wanting crackers tonight. I have to wonder what he thought we were going to put the soft cheese on? The rest of the staff that worked the club were fine. This was a return visit and we were going to linger as we enjoyed the hotel so much the first time. Thought we would sit by the pool, etc. We checked out early as they have a smoking section above the pool area and right by the outdoor non-smoking seating area at the side of the pool. We were told the only place to smoke was outside in the parking lot or up above the pool at another parking area. Then when we went to sit outside and relax/read in an area we had seen our last trip, there was someone sitting there smoking. We do not care if other people smoke, just do not want to breathe it or have it smell up our hair/clothes. The first day we went to sit at the pool, a group (the only smokers around for a couple of days) went right up on top of where we were and smoked us out. We had to leave. We both have lung issues and cannot tolerate the smoke for health and also, just don't like to be in it. So any stay at this hotel will be limited until the pool and sitting area is comfortable for those of us who do not want to be inundated with secondhand smoke. Unfortunately the smoke doesn't know it has left the area and is invading the non-smoking spaces. Management needs to address this. The other thing that is an issue. One of the privileges, we feel, in being platinum is the ease of checking in/out with the preferred line. This hotel has the preferred sign at the front desk, but they need one of the ropes or something. Everyone stands around and goes to the first place open and so we who are gold/platinum have to wait for everyone else… there IS NO preferred check in/out. I asked a lady who was standing back, yet in front of the preferred clerk if she was in the preferred line and she had no idea what I was talking about. Yet, as soon as the other person left that spot she was right there. This is why I say they need a distinction like the rope or something. All in all, a nice hotel with very...

I was greeted by all visible staff and assisted immediately upon arrival. Check in was easy. The room was very clean, freshly scented and comfortable. There were extra towels and toiletries. Denise at the front desk paid attention to the details of my profile like high floor, feather-free room, extra towels, etc. The only things that could improve about the bathroom is the size of the tub. It could be bigger though it is noticeably larger than most bathtubs at different hotels. My preference is a Roman tub or jacuzzi, but the tub is still a good size for soaking and resting your head, which is very important to note that I am tall and enjoyed a very comfortable soak without being crammed in the tub... The light was not working on the smaller magnifying mirror, it could have used a new lightbulb; the trash cans could use garbage bags. These are not by any means complaints at a crowded or busy location. It is normal. The only thing that could use an improvement about the beds in my room is that they could be slightly softer, more comfortable... they were a bit firm, but still made for a very good night sleep. Foam pillows were very comfortable! I requested foam because I am allergic to feathers and my request was accommodated. If the room had a microwave it would be ideal since there is a refrigerator in the room. The balcony could use the addition of a small table and chairs to enjoy the view... there were no chairs to sit on in the balcony area. Other than that, the food was fresh and prepared to perfection, served with enthusiasm!!! Expert chefs and all staff were fabulous. On a scale of 1-10 I rate this location a 10 or, on a 5 star basis I rate it 5 stars! It is well built so that the noise level is very low and makes for a peaceful stay!!! Many hotels are not built with this feature. Furthermore, access to 5th floor room 529 is sensational with Food and Fax machine use is a plus... great balcony seating, books to read and the mini office area is genius! I will stay here again and highly recommend this location. The ambience is plush and classy. I truly felt as if I was in the lap of luxury. Even the gym is state of the art. My room was near the pool and the noise level was muffled so well that I was completely undisturbed. The front desk attendants are eager to help and do an exceptional job tending to guests! The grounds are manicured. Every room smells clean and fresh, even the hallways and elevators are air...