Sheraton Pittsburgh Hotel at Station Square — Hotel in Pittsburgh

My boyfriend and I stayed here over the 4th of July. I work right across the street and he lives further away, so it was the perfect mini vacation for us. We have stayed here before and have been extremely pleased with the amenities and service.

I checked in Monday 7/6 for a 2 night stay. The front desk was mostly OK, except when I asked if our room would have a view of the point to see the fireworks, she didn't even respond. I'm not sure if she didn't hear me, but I believe she did and was avoiding my question, as she kind of laughed nervously. I didn't pursue the request further as I knew we would have the club lounge to view the fireworks from.

When I booked the room, I paid the extra $22/night for club level since it offers a club lounge that includes free breakfast, free drinks and snacks throughout the day, hors d'oevres daily from 5:30 - 8:00 and even a "mystery" dessert from 8:00 - 10:00 pm. The convenience of having a fully stocked refrigerator, and snacks and a full meal was worth the extra money to me.

Let me start out by saying the room, for the most part, was clean. It was stocked with 4 towels and 2 wash clothes. The bed was super comfortable, and the view was decent (not full river view, but partial river, partial looking out over station square).

Monday evening we enjoyed the club lounge. Although it was extremely busy, the concierge working there was super friendly and worked hard to keep up with the large crowd.

Tuesday morning we slept in and went to breakfast around 9:45am. Breakfast is until 10:30; however, we found most of the food already gone (no pastries left at all) and I had to ask for the coffee to be refilled. Again, I believe the concierge working was doing a great job there was just SO many people to accommodate. If you're going to sell so many "club" rooms, you should have a big enough facility to accommodate all of the guests. Still, the breakfast we did have was acceptable and we got on with our day.

Now is when things start to turn negative. We came back to the club lounge around 5:30 pm to secure a seat for the fireworks and for the daily hors d'oevres. We a nice window seat and started playing cards. I went to the refrigerator and all that was stocked was diet pop (soda if you're not from Pgh). No bottled water, no regular pop. There were no granola bars sitting out as had been the day before, and certainly no hor d'oevres. We thought perhaps with the holiday, they would be doing the hor d'oevres later. So we hung out and played cards, waiting for staff to come and restock the refrigerator and start to put out the snacks.

Another couple joined us and advised after inquiring with the front desk, they were told that the hotel was severely understaffed due to staff not showing up since they weren't being paid overtime for the holiday. Since they didn't have enough staff, the club was "closed" for the day, and the shuttle service was even ending at 5:30 pm. This rubbed me the wrong way for 2 reasons.

First, I paid for a club level room for 2 nights, not just 1. If the club level was going to be closed for one of those nights, why was I still being charged the club level rate without the amenities? I understand things can happen without much notice, but isn't it the hotel's responsibility to inform guests who are paying for services if those services won't be available and try to compensate for them? The least they could have done is put a sign up outside of the lounge, advising it was closed and to see the front desk. But they didn't even do that.

Second, how could a hotel care so little about it's employees as to not pay overtime on a holiday, one of the busiest days of the year, thereby risking the services rendered to your guests? This rubs me the wrong way and leads me to believe the hotel does not, in fact, care as much about guest service as they claim to.

After speaking to the couple, my boyfriend went down to the front desk for parking validation. He inquired about the club level being closed and asked why we weren't notified of this. The front desk said "because you checked in on Monday and we didn't know this would happen." Again, I understand things come up, but when guests are paying for specific services and they cannot be provided, I'm sorry but it is your responsibility to let them know those services won't be available... don't just wait for a complaint. She gave him a voucher for free sit-down breakfast in the hotel for Wednesday morning and told him "you're actually getting more for your money this way." So on top of not receiving services, you aren't even apologetic for not providing the services.

Unfortunately we could not use the voucher, as we had to leave early. We would have been able to go into the club lounge and grab a bagel or muffin to go, but we didn't have time for a sit down breakfast and since the club breakfast was not available, we essentially paid $22 for Tuesday night for no amenities.

The other issue we have is with housekeeping. When the individual came in after our first night, she made the bed and cleaned up the room nice, but we placed our towels and wash clothes on the floor -- signifying we wanted new ones -- and she did not leave any. My boyfriend caught up with her in the hallway and she said she didn't have any towels to give us.

Later, he called guest services and requested towels and wash clothes. They confirmed the room number and said they would be right up. They never came.

The towel situation is one thing that I probably could overlook to a certain extent.... but paying extra for amenities not received is going over the line. How would I go about...

Stayed here in July, I was at the property as part of a board meeting for my organization, which also holds biannual conferences at your hotel. We had reserved the Executive Board Room for our summer Board meeting.||I arrived late on first night and checked in. At that time, I informed the front desk staff that I had a vehicle to park. I was explicitly instructed to retain my parking ticket and bring it to the front desk at any time so that the charge could be added to my room. I was also told that my organization would be covering both my lodging and parking expenses.||The following morning, I needed to leave the premises early and return by 9:00 AM for our meeting. When I brought my parking ticket to the front desk as instructed, I was told by the employee that it could not be applied to my room. When I asked to speak to the manager, the manager reiterated that the charge could not be applied and stated that parking must be charged to the room on the day of arrival. I explained that I had been clearly instructed otherwise the night before when I arrived. Unfortunately, rather than attempting to resolve the matter or acknowledge the miscommunication, the manager became visibly frustrated, raised her voice, and adopted a condescending tone that I found entirely inappropriate.|| When I asserted that I would not be spoken to in that manner, she rolled her eyes, looked at her colleague, and refused to initially provide her name when asked. Only after repeated requests did she sarcastically gesture toward her name tag stating "It's right there", and afterwards corrected my pronunciation. I expressed that this was unprofessional and left the desk. For reference I believe her name was either Ann Marie or Anna Marie, I did not get a clear confirmation from her.||Per her instruction, I exited the parking lot by using the help button and explaining the situation. I was allowed to leave, and upon returning, I obtained a new parking pass. At the conclusion of our meeting, a colleague and I returned to the front desk to settle our parking. My colleague, who had been given the same (incorrect) instruction about parking procedures, was assisted by a different staff member who handled the issue without incident or pushback. It was evident that the situation could have—and should have—been resolved in a professional and courteous manner, just as it was for him.||The conduct of the manager on duty was not only unhelpful, but also unprofessional and disrespectful. The problem originated from incorrect information provided by hotel staff, and rather than owning that mistake, the situation was mishandled in a way that reflects poorly on your property. The employee clearly is deficient in Customer Service skills, and if it was my organization, I would not allow her to interact with customers until she completed some basic training on how to handle such interactions.||If given the choice, DO NOT stay here, poor service and poor...

Where should I start? There is no valet service available. Since Covid restrictions have been lifted, please consider bringing back the valet service or hiring a service to manage this situation. Charging $34.00 per night without offering valet service seems unjust and unfair.

Furthermore, there is no bell service. It was chaotic upon our arrival as I couldn’t find a luggage cart to transport our belongings to our room. I waited for over an hour from the time I received a luggage cart until I could finally enter our so-called upgraded room.

While we appreciated the offer of an upgrade initially, it turned out to be disappointing. The carpet in the room was extremely dirty, with a reddish-brown stain splattered all over. The overall cleanliness was unacceptable, with visible stains scattered throughout the carpet.

The mattress was uncomfortable, requiring the use of extra pillows to fill a depression, and the bed itself was squeaky. Despite being at a weekend wedding with a busy schedule, we only noticed the mattress issue late in the evening after the event. Unfortunately, there wasn’t enough time to switch rooms, and it appeared that the Sheraton Hotel had no available rooms due to the busy weekend.

The shower experience was also subpar, with water barely trickling out of the shower head. Additionally, there was no bar soap provided in the room, and the soap dispenser in the shower was empty. Surprisingly, there were no robes available, which is a standard amenity in most Sheraton and Westin properties.

During checkout, I requested a luggage cart to be sent to our room, but after waiting over 30 minutes, I had to retrieve it myself. When settling my room account, I raised my concerns to the front desk. The manager did provide compensation of 5000 points for the inconvenience, but also mentioned that the mattresses had been replaced six months ago. This information was hard for me to accept given my experience, and it felt like the manager was trying to brush off the issues.

It is evident that the quality of service has declined, and I hope this feedback prompts the management to address these issues and enhance the overall guest experience.

On a positive note, Rita was very helpful during the check-in process, going above and beyond to upgrade our room. Additionally, our cleaning lady on the floor was friendly and accommodating.

Although the service at The Factory, both at the bar and during dinner, was slow, the quality of our dinner was excellent.

I trust that this feedback will aid in improving the service for future guests. Considering the esteemed reputation of the Sheraton brand for hospitality and elegance, there is certainly room for enhancement. As a leader in my own business, I understand the importance of delivering efficient service and maintaining high quality. Thank you for your attention to...