Sheraton Philadelphia Downtown — Hotel in Philadelphia

Rooms are clean and ok enough. I stayed in an "upgraded" room that gave me access to their Club Room. It wasn't clear how the room was an "upgrade" because everything was as you'd expect in a standard room. The possibilities were: maybe tv channels? The mini fridge? The view (which WAS outstanding).

There's no info re. the Club Room available in the room or anywhere and there's no # to call. You're given a sheet of paper @check-in that gives basic info re the location of the gym and the type of restaurants they had in the lobby. It has a QR code to scan for the delivery food service. No check-out time, hotel services local info, etc

The Club Room was REALLY disappointing! The area was large w/lots of seating. They had small, self-serve buffets available at breakfast, lunch and dinner time that includes cheese & veggies platters. The food was only available for a very short amount of time. Anything not eaten in that timeframe was removed and the room stayed locked. All that was available between buffets was a fridge that had soda & water, 2 Keurig machines and a 3rd coffee maker that could grind fresh coffee beans. The machine that ground beans didn't work over the 4 day period I was there. The first night, the Keurig machines were both out of water. A large dispenser that normally held water was also empty. I wasn't aware that the soda/water fridge existed, so out of desperation I used tap water from the bathroom. There weren't any other sinks or running water. I believe they advertised Starbucks coffee being available at all times, but I don't recall any of the k-cups being Starbucks. The only available food, in between buffets, was a bowl with a few pieces of fruit (maybe, if not already taken). Also, there were 3 cookie jars with pretzels, dried fruit and a trail mix (maybe, if still available). That's it. No chips, no crackers, absolutely nothing. The first night I couldn't find someone to help me so I went to the front desk. I told them no water/food. They told me that the person who takes care of the Club Room "won't be in until 6:30/7:00" (it was about 1am) and she locked the Club Room completely.

I heard about their happy hour and went once. They only serve a variety of beers and a few bottles of wine. There's no bar so the beer & wine bottles are kept in buckets of ice on a cart. It wasn't self-serve. You had to write your name and room # on a list so that your room can be billed ($5 or $6 each). I've never paid for alcohol in a Club Room before.

I don't think "Club Room" is an accurate description. The staff was great, when there. The buffets were good, but not there long enough. Cheese/fruit/veggies (and more) should've been available & wrapped or covered. Soda, water, and Keurigs, that sometimes work, IS better than nothing, but truly is NOT sufficient when a certain standard is implied and expected.

Club Rooms I've used at other hotels were constantly phenomenal! Snacks, sandwiches, desserts + water/soda/juice (and more!) is available 24-7. There's ALWAYS an attendant available (or is easy to locate in the kitchen/back room), but always available. If something runs out or you want something specific, the attendant makes it happen. They'll even deliver to your room rather than make you wait.

There isn't room service! There's a very small menu of items that can be delivered between noon-11pm. I was going to order, but decided the items were priced much too high (and thought I'd get from the Club Room). They very well may have been worth the cost. It also wasn't clear whether delivery was included in the cost or a separate charge. It seemed they were directing you to order w/ instacart? Maybe their fees were included, but their role (and fee?) weren't clear.

This Sheraton doesn't compare in any way to other hotels that are supposed to be of similar caliber. I expect that a hotel offering the (rare) Club Room will be notably above par.

This hotel wasn't worth the cost. I'd prob look around for someplace else. Location was great. I'd stay again, BUT I'd skip the upgraded room...

I took her aside to calm her down and spoke with the Manager (her name is supposedly Kate and was a pregnant lady). We told her about the situation that we booked a two bed but was instead given a one bed. She also had the same response: the hotel has no two bed hotel rooms available due to the Fourth of July weekend. I also asked her what she expected us to do since there were three of us and we booked a two bed for that reason. She said she can call guest services for a roll over bed. I told her if she can call right now since we need to decide if we're going to stay here or not as we were considering going back home as we were in a bad mood due to the way we were treated. She said to give her five minutes to call guest services. A few minutes later, she said she CONFIRMED with guest services that a roll over bed would be provided. So I asked her if they could put the bed in our room while we stepped out to enjoy the city in which she confirmed that an extra bed would be in the room when we arrived. After confirming, we went up to our room to drop our luggage and went out to the city. After we explored the city, watched fireworks, and ate dinner around the area, I called the front desk multiple times to confirm that an extra bed was provided to us. I was unable to get a hold of anyone at the front desk after multiple attempts. After trying a few times and not getting a hold of anyone, we decided to go back to the hotel room to rest as we had another long day ahead of us the next day. We went in thinking there would be an extra bed but we were shocked when we didn’t see one in the room. We immediately went to the front desk to ask what happened. We went to the front desk around 12am and there was only one lady working at the time. We told her about what happened earlier, that we were expecting a bed but didn’t get one, and that we called multiple times to confirm in case this happened and no one picked up. Her response was that she got in at 11pm and was not told about anything regarding an extra bed. We constantly asked her how this could happen when we were told that a bed would be provided and even waited to confirm it with the manager. Her response was “we have a lot of guests and rooms in this hotel and we are human, and as humans we make mistakes. The manager is also very pregnant so she could have forgotten because she is also human.” That was not the response we wanted to hear. I understand that we can make mistakes but to not receive a single apology for this whole incident from Joe, Kate the manager, and this lady who works alone during the night shift was somewhat appalling. All we wanted was a simple apology from someone that day but our whole trip was ruined because the front desk has been giving us an attitude about not having any other rooms available. The tone we received and how we felt was that we had to just deal with it because the hotel is at full capacity instead of trying to accommodate us as guests of the hotel. This has been overall a very bad experience for us and makes us question whether we want to stay at another Marriott as this is not how we were expecting to be treated. Was it because we were using a free night certificate that we were being treated this way? Or are all guests treated this way when the hotel is too busy or at...

I recently stayed at the Sheraton Downtown in Philadelphia for an event and, unfortunately, my experience was far from satisfactory. Based on my visit, I won't be planning to stay at a Sheraton again, and I intend to cancel my Bonvoy credit card which facilitated this stay.

First and foremost, the hotel is outdated and in dire need of an upgrade to meet 2024 standards. The décor and amenities feel stuck in the past, which is not what I expected from a hotel under the Sheraton brand. The building in general feels super open, however, and ballrooms accommodate groups.

The staff interactions via phone and online chat were particularly disappointing. They were consistently rude and unhelpful. When I called the operator to switch rooms, I was told that the hotel was sold out and that I am lucky to have a room. However, when I went downstairs to the front desk, I was informed that there were plenty of options available and was promptly assisted with options that satisfied the change.

Additionally, trying to obtain Wi-Fi in the ballroom was another frustrating experience. I was refused a password over the chat function after trying several times, yet when I went downstairs in person, I was given one without any hassle. This inconsistency is unacceptable.

The television situation was another sore point. There was no casting available, and when I inquired about it, the operator didn't even know what it was. Even though the TV had the function, the professionals who came to my room were unable to figure it out. Lastly, the club room was a good idea, but AC was rough in there, it was hot and uncomfortable.

On a positive note, the on-site restaurant options were fabulous, and the face-to-face interactions with staff were much more pleasant. They were kind and accommodating, which was a relief amid the other issues.

To top it all off, upon receiving my luggage at my next destination, I realized the bell hop had failed to include all my bags. I had to arrange for someone to bring me the rest of my luggage, which was incredibly frustrating and inconvenient.

Overall, my experience at the Sheraton Downtown Philadelphia was disappointing and frustrating. The outdated facilities and inconsistent service have left a lasting negative impression. I will not be staying at a Sheraton...