Sheraton Eatontown Hotel — Hotel in Eatontown

My daughter and her husband booked a room block last August for their nearby wedding on July 13, 2018. At the time the hotel was under renovation but they were told that construction would be complete by their dates. This was not the case. While the rooms we stayed in were very nice as were the completed floors, I along with some of our guests stayed on the second floor which was not complete. The halls were dark and the floors uneven. Construction noise was evident throughout the day. The main entry and restaurant were unavailable. In addition, the Internet was unavailable during check-in time on the day of the wedding. This caused quite a problem for our guests since rooms were not available. In addition those of us who were there from the previous day could not access our rooms because our key cards were deactivated. This occured just at the time (2pm) when we should have been dressing for the wedding in order to be ready for the photographers arrival at 3. While all of these glitches were annoying, I am not writing to complain about things beyond the staff’s control. However, with all of these inconveniences facing their guests, you would think that the staff would go out of the way to provide as much hospitality as possible. On the contrary, the service was awful.

First, we arrived on July 12th at approximately 4PM. We had quite a lot to unload such as welcome bags, the bridal party’s dresses, luggage etc. The unloading area was tight, the path to the manual doors uneven, and there were several muddy puddles to navigate. While we were able to access a valet cart, there was no staff available to assist. The person who checked us in was not at all friendly and seemed annoyed to have to make room for the welcome bags. When we got to our floor, I realized that my elderly mother’s room was on one side of the elevator bank and ours was on the other. This would not have been an issue if it were not for the construction, dark halls and uneven floors. The lady at the front desk begrudgingly changed my mother’s room.

The next morning, the bridal party left at 9:30 AM for hair and make-up. When we came back at 1:30 PM, my daughter’s deluxe suite was still not yet serviced. Since we had ordered lunch from outside (no food available on premises) we planned to eat in her room, then prepare for the photographer’s arrival at 3, this was not acceptable. She approached the housekeepers on the floor and explained the situation. She asked if her room could be serviced next. Unfortunately since her room was not next “on the list” they couldn’t help her. I called the front desk and was told that someone would be up. We ate lunch, and waited. Needless to say, no one ever came even after a second call. At this point it was well after 2 and the Internet situation had complicated things further. Finally the mother of the groom and I serviced the room ourselves. We made up the bed, cleaned the surfaces, emptied the trash etc. it was about then that we realized that she did not have a room to get dressed in, my daughter’s wedding dress along with the rest of the family ‘s clothing were locked in my room, and many of our arriving guests were waiting on a long line either waiting to register or trying to have keys reactivated. Needless to say I was furious. I went to the front desk to request assistance. The one harried woman at the counter told me there was nothing she could do. I told her to get someone who could. At this point a man appeared and asked what he could do to help. I told him he could get someone to remove the trash piled outside of my daughter’s room and send someone to complete the room servicing as we had already done the immediate work. When we left for the wedding venue at 4PM the trash was still in the hall. Someone had knocked on the door to service the bathroom as the photographer was taking pictures. My daughter asked them to come back after 4PM. They never did. The grooms parents were finally able to check in after midnight after the wedding. They did not even have towels in their room. When they booked the block they were told that the bar would be available for guests that wished to extend the party. There was not even a common area for guests to sit and visit if they wished. The next mornings, they had arranged for the guests to have breakfast vouchers for the restaurant. Since this was not available, the hotel arranged a free continental breakfast for all hotel guests. While adequate, the breakfast did little to make up for all of the inconveniences. Luckily my daughter’s wedding was an amazing event that could not be marred by the hotel experience. However, I feel this needs to aired and potential guests warned. Also I would like to see them compensated...

I stayed with my parents at this hotel as part of the room block for my wedding on June 13-14. My mother is paralyzed from the waist down and uses a wheelchair. We found this hotel to be inaccessible for her to the point that we had to cut the reservation short. In addition, their customer service is abysmal.

Booking a ADA room for my disabled mother was very hard. Your ADA booking phone line does not pick up and the dedicated reservations line is utterly unhelpful for this. You shouldn't have to jump through hoops to reserve an accessible room. Your onsite staff, Melanie and Kerry, were excellent and helped me book an ADA suite and a room. However, when we arrived, we discovered that the room was not actually accessible. When we got there it had a lower bed than most rooms, but was still extremely high. Your employee Kyle kindly let me in to 2 other ADA rooms to look at beds. Unfortunately, all of your beds are abnormally high. We were not offered any accommodation from the staff to address the matter of the beds being too high, and were told that “there was nothing” you could do to fix that issue. Even as an able bodied person, it was difficult to get into them. My mother had to be lifted into bed; it is mortifying, uncomfortable, and difficult for my father to do this, but it was forced on him or else she would not have been able to sleep in the bed. The purpose of staying in a hotel is to have a place to sleep, with the bed inaccessible, the room could not be used and we had to find a new hotel for the remainder of the trip.

Furthermore, the door handles on the ADA room are extremely difficult to operate and they swing shut with great force. If we did not have multiple people to operate the doors, I fear that my mother could have been injured simply trying to enter the room through the door. Upon leaving, my father realized he left my mother's bed bars at the hotel. Unfortunately, only management can open the lost and found and when I called twice, no one with the keys to the lost and found was there. The same thing happened to one of my dear friends after the wedding. She called five times, over the course of a week, to see if her boyfriend left his keys behind but no one was able to help her.

The accessibility issues were bad, but there were other problems with the hotel - an ant infestation in the shower meant my father had to switch rooms, with the added difficulty of moving my mother’s medical equipment, an exhausting move to do alone. I was unable to help because my car tire was punctured by a screw I picked up in your parking lot. I spoke to three front desk staffers and they were all unhelpful. I wasn’t offered any assistance with the flat tire or morning of transportation. I had to get it patched myself the morning of my wedding! I was a bit late, (TO MY OWN WEDDING) but better than being stranded in the parking lot of the Sheraton.

The staff has done nothing to acknowledge any of these issues. I would be embarrassed to admit that my staff had done nothing to compensate guests, one of whom is severely disabled, after they had to switch rooms due to an ant infestation. Or that my staff had done nothing to help a bride with a flat tire. The management at the Sheraton is poor at best. I have emailed management but they simply do not care.

We had a wonderful after wedding brunch here. The food and service at that were fine. The atrium is light and bright and the decor is pretty. I would never recommend this hotel to anyone. The Doubletree in the same parking lot has similar amenities in the same location.

Update: please see below. They are going to work with their staff, but not do a single thing to compensate me or my parents, who couldn't even stay the full 4 nights, or change their hotel. They did NOTHING for an ant infestation in one of the rooms! Unbelievable! It says that they are "fully ADA" but the door handles can barely be used by fully able bodied people like myself. The Sheraton would not pass an ADA audit. This place deserves neither your time...

I really hate having to do this, but they quite literally left me no other option. TO THIS DAY, they offered us no resolution.||||Mick Murtha and Sheraton Hotels Eatontown, New Jersey sabotaged my wedding.||||If “sabotage” sounds like a strong word, it is. And yet, it is the most accurate and objectively true term to describe what Mick Murtha and Sheraton Hotels did to my wife and me.||||One (1) week (ONE WEEK) before our wedding day, we found out that our entire hotel block (which we had booked almost a year prior, mind you) had all been given away. My wife and I, as well as ALL of our guests (well over 100 people) literally had nowhere to stay.||||"Computer error” is all Mick Murtha offered as an explanation. But here’s the thing. Computers don’t make mistakes; PEOPLE do.||||Not only did Mick Murtha never explain to us what actually happened, never take accountability or apologize for his unbelievably egregious mistake, never offer to remedy the situation in any way whatsoever, but initially, he also tried to NEVER EVEN TELL MY WIFE AND I THAT THIS WAS GOING ON.||||Yes, you read that correctly. With our wedding LITERALLY one week away, when Sheraton Hotels and Mick Murtha realized that an entire wedding block (over two dozen rooms) had been double-booked over due to a Sheraton staff member error - OH, excuse me; I mean a “computer error”… he did not even contact THE BRIDE NOR THE GROOM. We had to be the ones to reach out to HIM, once we started receiving a barrage of calls and text messages from concerned friends and family members. Forget about basic hospitality; this was a level of apathy and disrespect that borders on criminal.||||You see, SOME (but not all… because why would Sheraton Hotels be accurate or hospitable about a single thing??) of our wedding guests had started receiving emails letting them know they no longer had a room. One week before our wedding. And the bride and groom were never even notified by the hotel. Unimaginable, and genuinely disgusting.||||Eventually, many of our guests were moved into the Double Tree in Eatontown. Mick Murtha and The Sheraton were no help with this process whatsoever. Truthfully, they made matters even worse, even MORE convoluted and stressful, by suggesting that we move everyone into a much lower-star hotel which didn’t even have a bar. We had tried to explain that we really needed a bar at the hotel, as this would be where our afterparty would be held. But Mick Murtha and Sheraton continued with their nonstop disrespect and uselessness, so my wife and I did our best to remedy the situation on our own.||||In the end, no acceptable resolution was found. We had guests spread throughout three different hotels, which disrupted the shuttle route, the afterparty, and our entire weekend. But the worst part was the stress that my wife and I had to deal with thanks to Mick Murtha and Sheraton. On top of everything else going on in our lives and desperately trying to finalize our wedding planning… to add THIS on top of it all?? ONE WEEK prior to the wedding??? My wife was crying and having panic attacks every night.||||This incident of pure disrespect and sabotage from a “professional” company exceeds anything we have ever experienced in our entire lives prior. The Better Business Bureau has already been contacted, and, unless IMMEDIATE and EXTREME reparations are somehow offered to my wife and me, lawyers will be involved next, as Sheraton violated the contract we signed with them, making them liable in the most literal sense of the word.||||This problem is so far from resolved. And I’m not going anywhere until it is.||||||We’ll be seeing you in court, Sheraton hotels, and...