Four Points by Sheraton Norwood — Hotel in Norwood

I have stayed at this hotel several times since it opened. The other times were all either good or great experiences. I have stayed for both business and pleasure. This weekend was extremely disappointing and out of character. I made two separate reservations. One was made days in advance as I had anticipated my sister coming up from Providence on Saturday night. The other was made on Friday evening after a problem in my condo forced me to stay in a hotel Friday night. I requested different types of rooms in the two reservations. When I checked in on Friday night, there was no recognition of my gold status. The young lady at the desk did not mention my reservation for the following night. She did put me in a slightly larger room with a king bed instead of queen.

Room service was closing and my 4 year old son and I had not yet eaten dinner. So I ordered take out from the hotel restaurant from which I have ordered successfully before. I asked for sausage pizza and a burger for my son and I to share. It was $30+ for the pizza and burger. I had to return because there was not any ketchup in the bag or utensils, or napkins. When I got upstairs the pizza was extremely dry and nearly inedible. It was also very spicy, which was not described on the menu. It was way too spicy for my son to eat any pizza. I had ordered the burger well done as I order all red meat. When I cut it to split between myself and my son, it was red and bloody inside. It too was mostly inedible for us. I gave my son the edges that were cooked and he had the fries. I was left just picking the sausage off the pizza for my dinner.

It only got worse the next day. I packed up the room and went downstairs. I tried to check out and then check in for my sister's room. The gentleman at the desk seemed confused then became annoyed with me for trying to check out. I eventually found out that the lady from the previous night had unilaterally decided to combine my two reservations!! I explained that she didn't ask me if I wanted her to do that and that the room type was supposed to be different. Also I was going to use a different card to keep my charges separate from my sister's. He then curtly said that they didn't have any more rooms with double beds. I said that she should have explained that the night before or called up to the room to explain the situation sometime that day as it was then 3pm. Ultimately it was resolved by having housekeeping turn the room over and bring a rolling bed up. Still very frustrating and unpleasant, particularly when my sister and her children arrived. We were all stuck in the lobby for the better part of an hour so housekeeping could do their work. Of course if anyone had communicated with me, all of this could have been done hours before when it would have been more convenient. VERY DISAPPOINTING AND...

I stay at this hotel often and I’ve never had an issue with the staff. Today, my key would not work on the door (which I later learned was because one of the kids put the latch in the door). I went to the front desk to let them know the key would not work and LYNDA, the woman I spoke to, was incredibly rude. I let her know the card was near a phone and perhaps that is why it did not work and she rudely stated that it was not because of that and I said okay, I was not sure I am just trying to provide you with all of the information. She then asked me for my ID to get a new key and I said it was in the room and she rudely said well she could not give me a key. I am in gym clothes coming from breakfast, why would I have an ID on my person? LYNDA then said well we can’t give you a room key. I’m now standing there in disbelief. At this time LYNDA turned her body sideways and became dismissive in her words and body language. Before providing the solution which was walking up with one of her colleagues to get my ID, she had to make sure was rude, dismissive, and ignorant with her body language and words first. She then asked her colleague to walk me to my room to get my ID. Why was that not immediately the solution? What was the attitude for? Her demeanor and tone were incredibly inappropriate. She is not suited to be at the front greeting people. Again, I’ve always been assisted and welcomed by very friendly employees and I’ve never had any issues during my stays at this hotel. LYNDA should probably be moved to an non-front facing position. I appreciate the security and safety concerns, but LYNDA could have started with the solution, instead of being incredibly rude and disrespectful.

01/20/2024 In response to management, as I stated in my review, I understand and appreciate the safety guidelines, but those guidelines do not provide your staff with a license to be rude and disrespectful and turn their body away from a customer before providing a solution. I also want to note that while I sat in the lobby waiting for my cousin to check out of her room, LYNDA was incredibly unprofessional in the front talking loud enough for me to hear while seated in the waiting area complaining about certain colleagues, the schedule, and more. I’m going to say it again, LYNDA should not be interacting with customers. Her behavior was some of the worst customer service I’ve ever...

A very nice gentleman gave us a ride to our event in the shuttle. The waitress at the breakfast buffet was quite pleasant. The room was clean.

On the not so great part of our stay we had two aggravating experiences. The gentleman at the front desk asked me to run my card through their reader and sign my name. Then he said it didn't register my name and I had to sign my name and save it again. When I got upstairs I got an alert from my bank that two $50 holds had been placed on my card, for a total of $100 on my debit card, this was for a prepaid room and when I called down and asked for a manager they hung up on me. I called a second time and the front desk manager was nasty and she blamed it on my bank. She told me she could only see one hold for $50. She also kept trying to tell me it was because I had two rooms. When I went downstairs the woman was nasty. I asked to see the GM and was told he was gone and there was only an Assistant Manager. So I asked to see him. He came out and said it should be corrected by the end of the day. The next morning it was still there. I then explained the situation to that days front desk manager and she said she would speak with the woman and gave us vouchers for breakfast. We went to breakfast where we wanted to have an omelet and scrambled eggs. They had to find the omelette cook. When I told her I noticed that there was ham in the mushrooms and I can't eat ham she went on to say she used the same tongs for everything. She was quite annoyed that she had to get fresh ingredients from the bake and did not prepare either item as we requested. My softly scrambled eggs was like an omelette and my husband's vegetable omelette had cheese in it, which he didn't request. When I went back to get a waffle I requested that she only cook it for 2 minutes instead of 2 minutes and 40 seconds and she was less than pleased. Two minutes produced a perfect waffle...

BTW nobody ever apologized. Another comment the leather looking furniture on the first floor could use some cleaning. I hope those holds came off my...