Sheraton Greensboro at Four Seasons — Hotel in Greensboro

Disappointed by Staff Customer Service—A Frustrating First Stay at Sheraton

I’ve been a loyal Marriott member for years and typically enjoy seamless experiences, especially when I check in online—which I did for this stay. I realized I had used the wrong card during reservation and check-in, but couldn’t update it directly. Thankfully, Kelli at the front desk was amazing. She explained the process clearly, updated the card via the form, and added my boyfriend to the reservation since he was already staying from the previous night as he was traveling really late and needed a room right away, and this was available considering we already a reservation for the next day. It was smooth, respectful, and professional.

Unfortunately, my interaction with Carolyn was the complete opposite. After everything had been resolved with Kelli, Carolyn got on the phone and immediately began cutting me off after asking me what I needed. She was dismissive, rude, and seemed more interested in asserting control than helping a guest. When my boyfriend went downstairs to finalize the room, Carolyn ignored the updated card Kelli had processed and charged the original card instead—then charged him again using a physical card. Her attitude was unacceptable: throwing her hands in the air, speaking with hostility, and treating us as if we were a problem rather than valued guests.

To make matters worse, it felt as though she resented the fact that we were using a corporate rate. That’s not only inappropriate—it’s irrelevant. We are paying guests, and our rate should never affect the level of respect or service we receive.

This was our first time staying at this Sheraton, and I was genuinely excited. The room was great and the location is ideal, but Carolyn’s behavior left a sour taste and made me question whether I’d return. I’ve updated my card, the reservation was handled properly by Kelli, and I expect not to be charged twice once checkout is completed. Carolyn’s approach needs serious attention—customer service should never feel punitive or personal.

Also, my boyfriend called to speak to a supervisor about his interaction. And the person he spoke with, Destiny, was also very rude to him. She continued to cut him off. She would not let him finish his statement. She continued to state that there was a card needed for our corporate reservation, however, when booking and speaking with Kelli, there was no mention of that, nonetheless it would’ve been no problem if it was, because I always have my ID available. Then she kept questioning what the problem was because he was on the room already. It has nothing to do with a room problem. It’s about the customer service that we received at this specific hotel and from two people is quite unfortunate, and very distasteful.

Despite the negative customer received, I would love to shout out, Kelli, at the front desk. Who helped me with ease both times that I called. Even the night staff that helped me as I was traveling on the road really late at night to try and get this resolved. They were wonderful. I don’t have their names, but it was a young lady and a young man who helped me make sure that my boyfriend was able to get the room late at night and also make sure that my reservation was taken care of for today when I was able to join him. They were amazing and I wish everyone had the spirit that they had when they were helping me.

I’m sharing this review on both Google and the Marriott site in hopes that management will address this and ensure future guests are treated with the respect...

We decided to stay at this location due to previous experience. We had stayed there 2 times prior. Our room was nice and clean. However, we were awakening many times through the night by the flushing of toilets in rooms near ours. Noises similar to jackhammering early in the morning hours. I had asked for 2 queen beds and received 2 doubles. Room was to included refrigerator but we did not have one. Really there was only 1 restaurant and bar as the others opened late and closed so early. Hours very unreasonable. I do have to say our last night Joseph's restaurant went above and beyond the call of duty. They had been asked previously by other customers to stay open for a later dinner. We were able to have a very later dinner that night after an event we had attended. Very helpful staff, great service and wonderful cuisine!

This property did not seem appealing to the eye from the outside as it did on previous trips. I know these are really issues that should not matter but apperance is an important issue. Windows from the outside and including the view from our room was very dirty.

I do understand that some frown upon smoking but this entire property, as large as it is, only has 1 designated smoking area. I do understand that other customers (non smokers) do not want to walk through while people are smoking in front of the door but to only have one area to the entire property is ridiculous. Especially those staying on the opposite end of the property from the smoking area.

I did not address the issues with the beds or the refrigerator until check out and was simply told by the staff "Sorry". And was told that refrigerators are not in the rooms upon arrival, you have to ask for one to brought to your room. I have never been to any hotel that carts around refrigerators to rooms. That is normally part of your booking and it is there when you get there.

Honestly, the bed issue was really not noticed until we went to bed the 1st night and noticed that the beds were smaller than normal. Two adults sleeping in a double/full size bed is not very comfy. This was an oversite on my part as well. When I booked our room I specifically asked for 2 queens but double checking my confirmation email it did state 2 doubles. Again, I do not know or have never stayed anywhere that actually offers anything smaller than a queen, other than if a rollaway is ordered. Like I said, this was due to my oversite as well.

Upon arrival, we were never asked if we needed help with bags or even a simple "hello" by the door staff.

Gift shop and cafe have a $5 minimum charge on card purchases. I felt like I was at a service station. I had to purchase another item just to buy a box of bandaids.

I chose this location due to previous stays and distance to an event being attended. However, will make plans to stay somewhere else if in the area again. We did have another couple that we did recommend. Although, their room was very nice agree the property does need "alot" of general upkeep done.

We did forgo housekeeping for 2 days of our stay and exchanged towels as needed. The housekeeping staff was more that willed to help with replacing the items needed. Exceptional young ladies!

To be a 4 1/2 star property, I just expect better. To be honest, we have stayed at 3 stars that...

I am really sorry to give this rating but hopefully another visit will increase the rating.A family member and myself stayed here for 7days during a Church Convention-We had not stayed since the renovation so the lobby area is aesthetically pleasing.Very beautiful areas with a proper dining room,and two quicker eatery’s- also a full bar on site. Covid-19 protocol noted.Ample,convenient parking - adjacent to and surrounded by just about any type customer service places needed- and conveniently located off the 1-40W exit at Koury Road.There where several checkin customer representatives and security visible. Our room was clean- the sheets and comforts pristine. However,very few outlets for electronics available- several cords were dangling from the outlet and 2 others didn’t work.The waiting staff was visibly tired from a very large group the past week - when I would ask for something- they let me know overtly and covertly they were plain weary. I wondered if the management knew or cared if our group was coming and forgot to staff accordingly. One morning for room service breakfast- my food was lukewarm and the toast I ordered did not come. After calling- the toast came but it was burnt and inedible- After that episode- I was very hungry and almost in tears - but the customer service representative sent me a full beautiful complimentary breakfast- by that time I had almost lost my appetite and it was almost lunch time.Btw., the concierge experience matriculated to the dining room for full charge meals. No iron or ironing board was in the room. After calling, I received the iron but not the board.2 hours later, the ironing board- so tips x 2. The housekeeping staff was in the room about 15 seconds flat- 4 of the seven days- the trash was pulled and fresh linen given but a couple of days - no service of any kind - no fresh towels - nothing. Even after asking - nothing. In the dining room, my party of three and myself felt encouraged to get the dinner buffet ($19.99) instead of a menu selection. On one particular day- the buffet was lettuce - tomato - cheese all on a big round hoop and with ranch dressing sitting in bowls, collards, macaroni and cheese, baked chicken and baked catfish and a banana pudding concoction for dessert.There we’re several servers around - looking at us - kind of felt like we were students in a classroom. A lot of amenities were absent - even allowing for the seemingly staffing crisis. It just seemed the upper management did not provide adequate personnel for such a very large group- the warmth and cordial experience was missing- it just all seemed about the money.Also, even at the little do it shop and cafe, most items were a la carte and pricey. I would think - a night or two- the customer service would rate much higher- just not this...