Sheraton Kansas City Hotel at Crown Center — Hotel in Kansas City

My husband and I are long time Platinum Elite Marriott Bonvoy members and card holders and I wrote the below review after a weekend stay 8/2-3/2024 at the Sheraton. While I received a prompt email reply from Leslie Stapinski, Assistant Rooms Operation Manager, all I received was an apology. There was no offer for any other reimbursement, only the hope that we would stay at the hotel again in the future. No mention about the Sheraton front desk star staff member who helped us out, Shianna Ransburg. I would hope that Rebecca Leo, the complex Hotel Manager of this property and the Westin would have had better sense and contacted me her self. I would suggest finding another property should you need to stay in the Crown Center area of KC. As a human resources professional, I would say you miss the mark on your leadership and customer service capabilities, Ms. Leo.

Location was good. The property itself was nice. But the check in and the overall service was atrocious. My husband and I are long time Marriott Bonvoy members and frankly platinum elite status meant nothing in terms of service. I checked in 2 days before arrival (Friday, 8/2) through the app and asked for early check in at 3 pm. We arrived just before 4 pm and none of the 4 rooms we reserved were ready. In fact, we were waiting in the lobby along with many other people. We were in for a family wedding and on Friday, 8/2 was the rehearsal and my son needed to attend. We received our first room after 430 pm. My 82 year old in-laws were still sitting in the lobby after a 5 plus hour drive from home. There were others from the wedding party who needed a place to change as well, we invited them to our room. We were given our second room about an hour later and when we were leaving the hotel at 6:15 pm to go to the rehearsal dinner we were provided the keys to our 3rd room. While we were at dinner I received a call that the 4th room was finally ready. When I made the reservation, I had requested that all 4 rooms be on the same floor and that I would prefer that 2 of the rooms be connected so my husband and I could be near our children. I was told there were no connecting rooms in this hotel. When we received our rooms, the last 2 were connecting and with the way it all played out we were at opposite ends of the same hallway from our children. Saturday, 8/3 was the day of the wedding. Later in the morning, my son's key was not working. I stood in line at the front desk for over 20 minutes waiting. The 2 families that were being checked in when we arrived were the same people standing there 20 minutes later. Check-in should not take longer than a few minutes. It was obvious some individuals at the service desk didn’t know how to fully perform their duties. Clearly issues persisted into Saturday. After 25 minutes I finally stated to a person behind the desk that we just needed a new key. They took care of us quickly, and my son was again rushing to get ready to leave for the wedding. As platinum elite Bonvoy members, we expect the lounge to be open to us for breakfast, etc. Apparently it was not open in this hotel. This is so disappointing as it is one of the better perks for being loyal to Marriott. We were given breakfast vouchers from Shianna Ransburg as well as follow up regarding the status of our rooms. She was the only one behind the front desk that provided us exemplary service. It’s unfortunate she is working within a broken service system and because of that, she was limited in what she could do for us. This was an extremely disappointing stay. I would like the opportunity to speak with someone who can make decisions about providing us compensation for all the trouble we lived through during a family wedding weekend which should have been enjoyable. Instead, it was riddled with problem after problem in terms of service from...

BEWARE: Leadership team Blake and Cherelle like to lock guest out of their room, intimidate you into paying double pay for your stay. I arrive paid the $548 for the $471 bill, no worries, I understand incedietals, not my first stay in a hotel, I travel for work weekly. My family was forced out of our room on the second day, not told they were locking us out, made me pay an additional $264 to get room back, then 30 mins later upon trying to get back in to room, they locked us out again, we go downstairs only to be told they want me to pay an additional $180 "so they don't have to deal with me upon check out the next day" the words they used. I asked for invoices, to which I am told by Blake he could not supply me with one since my Thursday night balance was zero, which is a false statement, and he never did give me a copy. Initially I thought maybe there is a mixup and they are charging me for Thursday, however Thursday was paid with my points since I travel so much. I ask for an invoice to see where the money is being applied, Blake and Cherelle print out an incomplete invoice and tell me they can not explain a $51 charge on my account, had to ask a desk personal how to get it off, neither could do it, so Blake just doubled the amount and put is as credit. Here I am, I have checked in paid $548 more than the bill costs, they make me pay an additional $264 to gain access back to my room, then 30 min later tell me I owe another $180, now you are telling me you can't explain a $51 charge to my account. You can imagine the trust I had in the staff. What in the world is happening? Upon trying to leave on Sunday they once again locked us out. Our key card would not work at the garage, imagme the line that made and how happy everyone was ;) GO back in only to be told, " we have a note that says not to let you leave with out now charging you and additional $29 for parking today" I immediately ask for a manager. I explain our weekend with much more detail than this review will allow, they were degrading, rude, condensing and treated my family like we were nothing. I was so upset I did not get his name, he was kind, he was on point with the brand Marriott stands behind. He apologize for his staff treatment and acknowledge that that should have never happened ever, I should have never been locked out of my room once let alone twice! He had the managerially skills that are necessary for the job, he took the time to listen and take a look at my financial transitions and immediately understood what I was trying to express, that I had already paid upon check in, why did they make me come down 2 different times and give me two more bills, and still try to mess with me upon leaving. I was targeted and honestly bullied by Blake and the lady who came up to escort me from my room, Cherelle didn't provide any assistance and went along with the entire show. DO BETTER BLAKE AND CHERELLE you never know who's memories your are...

We stayed here for a weekend night as a family get away to enjoy all the Christmas offerings at crown center and union station. We were treated exceptionally well throughout our stay and plan to make this a regular tradition. The hotel is connected through heated skywalks to crown center and union station, so we never needed our coats the whole time. We arrived at about 9:30 AM and they were ready and expecting us. As SPG Platinum members they immediately upgraded us to a King suite and gave us 4 pm late check-out. Our room was very nice and spacious with a separate bedroom and a couple love seats in a living room area. There is a TV in both spaces and a Roku could easily be hooked up to either of them. There was also a very large bathroom. We requested some extra pillows and a crib and got quick service. The room was clean and very comfortable, though the furniture does appear a bit dated. The club lounge is on the 41st floor and has amazing panoramic views of downtown Kansas City. During the day you can find several choices of non-alcoholic beverages (cokes, juices, and a specialty coffee machine) as well as various snacks, including cookies, chips, and granola bars. The only issue we had with the club lounge was with the evening hors d'ouevres. This was supposed to begin at 5:30PM but it was closer to 6:30 before anything was ready. The appetizers were not very hot and fell below the offerings we have found in other Sheraton club lounges. This may have been due to severe inclement weather that was affecting much of the city. Alcoholic beverages are an extra charge. They also make a point to restrict the club lounge to two adults and two kids per room. Additional guests are charged $7. The breakfast was very good. Eggs, sausage, and bacon was provided along with pastries, cereals and juices and coffee. The lounge also has many sitting areas including a couple couches with available TVs. There is a work station as well. We also ate at the Crayola Cafe, which is in Crown Center, but is one of Sheraton's restaurants. The service there was very kind and the kids enjoyed the colorful space. The food is basic fare: hot dogs, hamburgers, mac and cheese. It's average quality, but it's also reasonably priced and handles families well. Additionally, there are many other great restaurants within Crown Center and in Union Station to try. Overall, this hotel went above and beyond to serve us and provided for us a great place to stay for a very...