Sheraton LaGuardia East Hotel — Hotel in New York

Not a good experience! Manager was rude and unprofessional.

Here I am in NY for a church meeting, I was extremely happy. I arrived at my hotel Sheraton East LGA, front desk greeted me with smiles got me checked in super quick. I went to my 1st room. Seems as if someone was already checked in that room. I called front desk and the young lady was abke to get it taken care of. I went downstairs to retrieve a new keycard, went to my new room 821 on the corner. I opened the door and was hit immediately with a bad odor-mildew smell, i tried to brace my self to see if I can stay in the room, but I started feeling nausea. So I went back down to the front dest and explained that the room smell horrible. And I wanted to call Marriott to see if i can find and another hotel. After speaking with Marriott team they advise since i had already checked in to speak with a manager to try and switch to another room. WELL HERE IS WHERE MY COMPLAINT STARTS!!!. I GREETED THE MANAGER (Sylvia),WITH A SMILE AND POLITELY ASKED IF I COULD CHANGE MY ROOM, SHE ASKED WHY, I EXPLAINED THE ODOR IS TO BAD IN 821, and being a recovering heart patient i can't sleep or inhale that odor. She then point her finger at me and SIT DOWN ill get to you in a minute. I was shocked because those words are use to tell a dog to sit. I said all due respect I dont want to sit. After she finished her call I respectfully went up to the front desk again, She wanted to give me the same room key back and said nothing is wrong with the room, she said its clean, i said boss lady my complaint is not the cleanness its the ODOR its bad. She then started to make a BIG ISSUE in front of everyone, she embarrassed me and said well you are on an employee rate! I said what does my employee rate has to do with this I still paid, i asked why are you being so mean and rude. The 2 ladies who checked me in, they was kind, cordial friendly... we had no issue, but you came treating me like i am 12YRS old. I said I am gonna call Marriott corporate, SHE THEN says I DON'T CARE WHO YOU CALL I AM THE MANAGER. SYLVIA WAS MEAN, HATEFUL, DISRESPECTFUL FOR NO REASON... ALL I WANTED TO DO WAS NOT SLEEP IN A MILDEW ODOR ROOM. I DIDN'T WANT TO GET SICK. SHE THEN HAD THE HOUSE KEEPING SUPERVISOR COME DOWN AND THEY WAS WHISPERING, SO I WALK BACK UP WHILE ON THE PHONE WITH MARRIOTT TO SEE, SHE SAID HOUSE KEEPING SAID THE ROOM IS CLEAN. I SAID BOSS LADY MY ISSUE IS THE ODOR, I SAID CAN U GO UP TO THE ROOM AND SMELL IT FOR ME. SHE GOT OFFENDED THAT I CALLED HER BOSS LADY, SHE SAID THATS NOT MY NAME. I SAID I DON'T KNOW YOU NAME, YOU NEVER GREETED ME, YOU NEVER APOLOGIZE, YOU JUST TREATED ME WITH HATE IS IT BECAUSE OF THE COLOR OF MY SKIN. I WAS IN A HAPPY MOOD AND THE WORKERS WERE COOL WITH ME. BUT SYLVIA CAME AND TRIED TO MAKE ME FEEL AS A BLACK MAN I WASNT WELCOME AT THE SHERATON! THIS IS NOT THE HAPPY FACES YOU SEE ON MARRIOTT COMMERCIALS. SYLVIA WAS RUDE TO.... AND I DID NOTHING BUT ASK FOR A ROOM WITH OUT THE ODOR MILDEW SMELL.

I DID GET A ROOM, BUT THE TREATMENT WAS UNCAUSED FOR. IT WAS EMBARRASSING. SHE IS NOT HOW MANAGERS ARE AT MARRIOTT BONVOY!

I honestly felt...

I've stayed here a number of times. And although the hotel staff is wonderful, there were some shortcomings that could have been prevented. (1) I stayed in a suite, which I would never do again. Why? Because all the suites, I was told, are next to the elevator. And to make things worse, the bedroom is located adjacent to the elevator shaft. And worse yet, the bed's headboard abuts the elevator shaft wall so all you hear is the elevator going up and down until the wee hours of the morning. So if you are a light sleeper, you can forget about getting a good night's sleep. (2) The sofa in the suite is worn out, it's too deep and there are no pillows to rest against, making the sofa virtually impossible to really use comfortably. (3) the remote for the TV in the living room wouldn't work; had to request a new one and it took several attempts for housekeeping to bring one that would work. (4) I was given access to the lounge on the 16th floor, I assume because of my Gold Preferred Status. And on a few visits, the food wasn't being replenished and it required me having to call the front desk and being told to go to the restaurant for breakfast, albeit complimentary. (5) New Year's Eve was a debacle in the making. It was like a university's dormitory with all the noise that lasted until about 3am with kids being allowed to run up and down the hallways yelling at each other, doors repeatedly being slammed, etc. I called the front desk about it, they were sympathetic but obviously didn't have the ability to stop it. (6) then there was the couple in the adjacent room (locked door connecting our two rooms) who decided that everyone needed to hear them having relations at 2am with the woman reciting lines from a cheap adult movie for about 30 minutes. I'm only grateful that my 14 year old daughter wasn't staying with me at the time.

Aside from all the aforementioned things, I genuinely like the hotel and for a few very good reasons: the Staff, the location and the airport van service. They are all very professional and they seem to sincerely want the client to have a pleasant stay. They always follow up with the client to make sure that any issue that has been raised has been resolved, notwithstanding my New Year's Eve comments. And their van drivers are extremely pleasant and helpful when going to and from the airport. My only other suggestion would be that they hire a concierge. Because when I asked someone about New Year's Eve activities in the area, all they could muster was the obvious, "go to time square." Regarding my SPG status, this hotel is one of very few hotels that offer me complimentary access to their members lounge. Usually my Gold Status gives me nothing at SPG hotels except for the points that I get for staying there. So that's a bonus in my opinion. It would be nice if they had a pool but...

I took my lady to New York for her B-Day on a short stay from 2/12/24 to 2/14/24... This was her first time visiting NY let me first say the hotel location is great 10-15 mins away from Laguardia Airport and about 25-30 mins from Time Square on the subway. With that being said the hotel is in Flushing Queens a highly Asian population which was a plus regarding dining options. Our room was on the 11th floor with a nice view the front desk lady was ok when we arrived I don't remember her name but nevertheless we checked in around 3-4 pm on the 12th. The very first night no one told us anything about renovations being done on the 12th floor right above our room we woke up to drilling and banging, etc... At 7:30am people talking so loud you can hear everything through the vents in the bathroom. Doors being slammed on our floor maybe disgruntled customers wouldn't be a surprise, so we decided to start our day early because the hotel staff/management didn't care about the customers getting sleep. We had a great in NY it snowed which made my lady very happy for it being her first time visiting she got to experience New York culture on the subway and downtown Time Square walking the streets etc.. Only to get back to the hotel and to try a get info about what time the shuttle leaves for the airport on the 14th from the front desk lady of Asian decent who checked us in when we arrived just yesterday and told to us about putting our name on the list for transportation to the airport. She completely act like she didn't know who we were and had the nerve to ask me if I had reservations at the hotel. Even though she knew who I was the day before when she checked us in and took my credit card to put on hold for security policies charges regarding hotel rules. So when we asked the front desk staff about the noise that morning we experienced do to renovations they told us that only the 15th and 16th floor was being worked on as if we were imagining drilling, banging etc... Directly above our head in our room 1107 on the 11th floor which would mean they were on the 12th floor working and to add insult to injury they said the crew starts at 8am to 5pm you can't make this stuff up! I have video of the noise from drilling and banging this was the worst communication from a hotel staff I've ever experienced thinkfully we stayed gone most of our time there. And lastly the day of our checkout which wasn't until 12 noon we were woken up 7:30 am that morning by the same nonsense and contacted by the front desk about our shuttle time to only find out the shuttle was suspended and they would get us car service instead with...