Sheraton Chapel Hill Hotel — Hotel in Chapel Hill

Less than clean room. We checked in around 9:00/9:30 with me, my husband, our two dogs and newborn. I noticed the extra pillows I requested on the app and the crib I requested were not in the room. We had an event we were going to so we unpacked and left. The room was not very clean (a few example pictures are included). The carpeted floors felt sticky. The bathroom had spots all over it, particularly left over dirt and dried on soap in the shower. There was a weird smell. The pillows are very flat and seem old. There was trash from the last guest left on the patio. But whatever, we had somewhere to be, so I didn’t bother. I requested pillows again on the app and did eventually have to go to the front desk myself to request them. I planned on writing this review even before I experienced awful guest service upon checkout. We got back sometime between 11:00-11:30, as I had received an email at 10:35 from Tyrone saying my dogs were barking and if that continues, I would be charged $100.I returned as soon as I could after seeing that email. When I got back my keys no longer worked—the man who checked me in forgot to get my employee ID form (I work for Marriott & was using an employee discount)—so they had locked me out of my room. So I go to the front desk & get new keys from the girl who was working. At this time, I asked about the email and she said I had not been charged and if the dogs stopped barking I would not be. After we returned, they were not barking at all. We checked out and the folio I was emailed was fine—no extra charges, just as the girl had told me last night. However, hours after checking out, I got an updated folio that did have the $100 charge on it—why was I just being charged when I was explicitly told I wouldn’t be and had a folio copy that showed no charge? I called the hotel and spoke to Tyrone, who told me he had in fact put the charge on my room the night before—so why was I told there would be no charge, and why do I have a folio copy with no charge. I asked him who the charge benefitted (because if guests were disturbed, what good does charging me $100 after the fact do?) and he said nobody. We went back and forth for a while, and he commented that he tried calling and even entering my hotel room—which frankly probably frightened my dogs even more, as they are anxious around strangers. Finally he told me if I wanted to dispute I could talk to accounting. She went back on what Tyrone had told me (that the charge benefited nobody) and said that they had to make special accommodations for guests because of me.After going back and forth with accounting, I was told she is unable to do room disputes and I would have to talk to one of the other managers or the GM. She transferred me to another manager, who claimed my dogs barked from 7:30 until 12:30... I had not checked in yet at 7:30, and I certainly was not out until 12:30. I tried to be polite and explain my side of the story, but he continuously tried to cut me off, and I asked him to stop cutting me off several times. It was not until I blatantly said he was being rude and asked him to let me finish talking that he finally allowed me to. He then told me I was breaking employee code and threatened to call the GM of the hotel I work at (as if that does any good for my dogs or the guests who were near my dogs), as well as Marriott, threatening to attempt to get my travel benefits suspended. And as a customer service employee, I am disgusted that I was legitimately threatened and continuously interrupted by an employee, let alone a manager. I even asked if I could be put in contact with his GM and he refused to connect me or give me contact information, but said he would be contacting my manager, despite me doing everything I could to get back to the hotel and calm down my dogs. I’m not writing this to be hateful, I’m writing this because I want to feel heard and the rude employees at this hotel have not given me that...

I had terrible customer service from the front desk manager Renne. I called from the room because I was having an issue with my tv. I called twice and no one answered the phone. I then called from my cell phone and after ringing for a very long time Renne finally answered. I immediately addressed the fact that I hadn’t been able to reach them. She proceeded to make excuses and say they only had one person working the front desk and she had stepped away. I asked her how is it that my problem, that’s a staffing issue that needs to be taken care of on their end. I expect to be able to talk to the front desk staff if I have an issue. She never once apologized just gave an excuse. I told her about the issue with my tv. She asked my what channels weren’t working. I told her it’s not my job to go through checking all the channels. I asked her to send up an engineer. She gave me another excuse. She informed me that they didn’t have any engineers working at the time. Once again, that’s a staffing issue. There should always be someone available in case there’s an issue. She then told me that I was there with a group (I’m fully aware) I’m the key note speaker. I told her that’s irrelevant to the issue. I was about to tell her that I was a gold member but she hung the phone up in my face. I proceeded downstairs and calmly asked her to give me her name so I could report her behavior. She proceeded to take her name take off. I asked to speak to the hotel manager. When she called him she said, “There’s a young man down here that needs to speak to you.” I said, young man? I’m 48 years old. I’m not a young man. The proper thing to say is a “guest”. It’s an insult to a grown man to be called a young man. When I spoke to the manager Jose Morales he wasn’t helpful at all. I told him I needed her name to file a complaint. He wouldn’t give me her name. I’ve been a loyal Marriott (Now Bonvoy) guest for 30 years. I travel for a living. I have never been so dismissed and disrespected. She obviously needs to be retrained. I had the conference host come down and he observed the terrible customer service first hand. He took it from there. I expect excellence not excuses. If you don’t have the staff to properly run a hotel and take care of the guest then maybe you shouldn’t be open.

I got an answer back from the hotel as follows: Good afternoon,

I would like to thank you for your stay, and also acknowledge the fact that we have spoken to the front desk staff about providing great customer service. We are also trying to get staffed so that these things do not reoccur in the future. While we strive to have great customer service we are still getting the correct staff in house.

We hope that if you are ever in the area again you give us the opportunity to WOW you with a great customer service experience.

Here’s the problem for me. If you don’t have the staff then why are you running a hotel? If you want to WOW me as you say, then get the staff so I don’t have these problems in the first place. Furthermore, I would never go back to that hotel after my experience with the management. If you want to wow someone offer them compensation for...

Came to this hotel to evacuate from Hurricane Florence. I purchased through Priceline as it was the cheapest rate and it was obviously an unscheduled visit. At first glance hotel looked nice. I was able to check in to my room early which was good considering I had my dogs. The room looked clean when i walked in. As i got settled i noticed some issues with cleanliness. There were an abundance of spiders and webs on the patio. It definately had not been cleaned in quite somr time. There were dead bugs on the floor and the chair was very dirty. I didnt complain though because I got a good price on the room and most hotels were booked due to many people evacuating. After a couple days i noticed a puddle in the bathroom. There was a leak under the sink that maintenance had to come fix. Again, no big deal. What really aggravated me was the help, or lack of, I got from the front desk when I asked about extending my stay. I asked if I could extend due to me not being allowed to return to my base along thr coast. There were still many road closures and road hazards. I asked the employee if I would be able to keep my same rate from Priceline. She looked annoyed, and informed me that the hotel had shut off priceline and other similiar websites because of the hurricane (I assume so they could charge full rates). She gave me the rates and then I asked if they had a military rate. She looked and gave me the same price. She told me to check again on Monday because at the moment the hotel wasnt very booked. She stated it was business for them to keep the higher rates during this time. Then i asked her if they offered a laundry service and she told me that at the moment they were only offering it to the duke energy workers who were also staying here. When i asked why she stated because they were stuck there. As if they were the only ones. Thanks Sheraton. Your lack of support not just for the general public but for an active duty service member, evacuated because of a hurricane, just cost you a repeat customer.

UPDATE: About 10 minutes after this i did my own search on both priceline and my marriott app. Guess what, found the price for $50 less than she told me....on both sites! Thanks for trying to...