Sheraton Suites Philadelphia Airport — Hotel in Philadelphia

It’s been a few years since our last stay at this Sheraton. I grade the overall visit with a C. There were a couple minor issues and one MAJOR one. On arrival, the attendant at the front desk seemed to have just arrived for work or just returned from break. Her energy was very low and she mumbled questions (for ID, credit card, number of keys needed) to a point after each one I had to ask what she said. When she mentioned the breakfast in the atrium and the time it was open, I asked if it was a buffet. She said she didn’t know. Huh? Other than that, no check in issue. Grade A-|Moving to the room, when I made the reservation, I asked for extra towels due to having a 3rd person in our suite. There were 2 sets of face, hand, and body towels. I called to the front asking for another set, letting them know this was requested when the reservation was made. This wasn’t a big deal…however I thought making a reservation and noting that, it would have been carried through. An attendant brought us a body towel. After clarifying what was needed, they went to get a full set. On a good note, after using the towels the next morning, when we arrived that night after being out all day, we had 3 sets of towels. So that was a good thing. Grad A-|There were children at the hotel that weekend and at times were running the halls at night and I want to note I DO NOT put that on the hotel. Bad parenting YES, but nothing I would ping on the Hotel to handle unless they were being totally obnoxious. No grade for this, just chalk it up as stuff you deal with in a hotel.|NOW…the 2nd night of our stay, we’re back in our rooms after being out all day. Settling down to sleep and about 1am, roomers next to us were having a loud “reception” of sorts. Loud talking, laughter, off and on. I woke up and called the front desk. The phone rang about 30 times. I hung up, waited a minute, called again. This time it rang about 12 times before I got fed up. I go down to the front desk and the desk clerk is there shuffling papers. I asked if dialing the operator gets answered here and he said “Yes”. I said, I just called twice for a total of 40 rings and before I could finish he says “I was busy”. I thought so you heard the phone ring 40 times, no one else in the lobby, it’s 1:30am, and you can’t bother to stop for a second to pick up the phone?? He then said “What do you want.” At that point, my anger and frustration has been redirected. But I was not going to get kicked out of a hotel screaming at a clerk who doesn’t know how to be professional. I told him the people in the room next to me were being extremely loud, it’s after 1am, and WHAT I WANT is for someone to go talk to them and tell them to stop. He wrote the room number down and said he’d get security. I don’t know if security called, stopped by the room, or has yet to make it there now 3 days later, but they did not stop entirely. My wife was actually able to sleep, so rather than make a bigger scene, I covered my head with the extra pillow to muffle the sound until I drifted off. I noted my displeasure the next morning when checking out and the desk clerk there said it would be forwarded, but when they ask for a survey, I’ll tell them again with the date, time, and description of the clerk. GRADE F|The Hotel overall is not bad. We stopped at the bar for a drink and had a good time with a few folks there. Our room was in the back of the suite while our friend slept in the front. She heard more of the hall noise (we did not) and she heard all of the noise next door. I felt bad because we invited her on this weekend trip. She was understanding, and while this worked for us financially, the next door room noise not getting addressed left a sour taste. I’m hopeful if we return, the outcome...

Our flights got canceled. United Airlines rebooked us a new one with a layover in Philly. They gave us vouchers for a hotel stay and meals. We followed the directions, selected a hotel, and received a confirmation email. We showed the confirmation number to the front desk person at check-in but were still charged for the supposed complimentary stay.

The front desk person told us he couldn't find our reservation and said they had no room for us. He also complained that United always does this, sending people to them without a reservation. I believe he's fully aware of the situation as a partner hotel with United and knows the proper procedure. It was 1 am, and my daughter and I didn't know what to do or where to go. I asked him if he could verify this with someone or tell me what I should do. He asked me to show him the email from United, so I did. I pulled out my phone and showed him the emails, vouchers, and the confirmation page in the United App.

He then checked us in and asked for my credit card for a deposit. However, he did not tell us we would be charged or provide me with a receipt at check-out. I assumed everything was being handled because it was a complimentary hotel on United. And I did have a confirmation email stating a hotel room was booked for us via United.

Until I checked my credit card bill yesterday and saw the charge was $208.29 for a three-hour stay. I know the length of stay doesn't matter, but I feel the charge was high because I clearly remember when I searched for its location, the price shown that day was around $120 something.

I called the hotel today, and the lady at the front desk said she could do nothing, which I understand. She said it was Saturday, no manager was on-site, and the accounting department was off. She also said I was charged because United just helped connect the passages to the hotel, and it was not a free stay, so my credit card was being charged. I asked for a receipt, and it turned out they didn't have my email on file because they never meant to give me a receipt.

If they did not have my reservation, I was willing to pay. However, they did not tell us that I would have to pay for the stay out of my pocket and did not bother to give a receipt at check-out or via email, as they should. I feel this Sheraton is sneaky and untruthful. Avoid it!

I've submitted the receipt to United and hope I can get reimbursed.

Edited 7/27/2027: I am also a Gold Elite member(I know it's nothing compared to the higher tiers) and own a Marriott Bonvoy credit card. I also have five free nights sitting in my account that I could use for this stay. If I had known I would be charged for it, I would have given him my member ID and paid with the Bonvoy credit card to get some points. The thing is, he did not mention or ask me if I was a member. So this tells me he didn't care and maybe also did not want to alert me about the actual charge. I don't know, and I don't feel comfortable with...

This was the first time we chose to stay at a hotel the night before an early morning flight. We were hoping for a nice dinner, followed by a restful night’s sleep of which neither one happened.

We chose to eat in the dining area at the hotel. The only wait staff was the bartender. My husband ordered a burger and I ordered a Grilled Chicken Caesar Salad. When our meals were finally brought to us, which took at least 30-40 minutes, the burger was over cooked and not 1, but 2 salads were delivered, neither one with chicken and no dressing. Everything was served in “to go” containers. We told the bartender that we only ordered 1 salad and that it was supposed to have grilled chicken with Caesar dressing. She apologized and started to take the salads back asking me what flavor dressing I wanted(?)! I said Caesar dressing, to which she asked if I had an alternate if they didn’t have Caesar dressing. I replied with Ranch, and that’s what I got; however, my salad was delivered the 2nd time, and again, 2 salads were brought to the table, we had to tell the bartender a 2nd time, that we only ordered 1 Chicken Caesar Salad. By this time, my husband’s meal was cold as he waited to eat with me. In the meantime, we the saw the cook in the dining area several times. Not sure why he was there instead of in the kitchen. To end this fiasco of a meal, I went to the bar and paid our bill (charged it to our room). Lesson learned… don’t eat at the hotel.

After dinner, we retired to our room which needed maintenance. The bathroom door handle was about ready to fall off, as was the handle on the toilet. The toilet also “sang” while filling after flushing which we found comical. The tub faucet had a continuous leak. The bed was comfortable; however, the pillows were too soft and provided no support causing us to get neck/head aches.

To top off our stay, we were shocked to see on our bill that we were charged twice for the horrendous dinner! Upon checkout, we informed the young man at the front desk of this error. He acknowledged the mistake, apologized, and said that he was in no position to correct it. We had to contact Lynde Evans, Area Director of Sales.

During our trip/vacation, we tried several times to reach Ms. Evans and left her voicemail messages. We have since returned from our trip and to this day, have not heard from Ms. Evans or anyone else from Four Points by Sheraton Philadelphia Airport. Consequently, we put in a dispute with Bonvoy...