RIHGA Royal Laguna Guam Resort — Hotel in Tamuning Municipality

The good: -Front desk staff welcoming, to me anyways. -Jacuzzi on the balcony -The view (dependent on room) -Arguably the best infinity pool on the island The Bad

ROOM -The bed was horrible. It was very hard and uncomfortable, it actually reminded me of the bed I tried to sleep on at Onward hotel. Never thought you'd have that in a suite of all places. -The room smelled moldy -The closet smelled bad (You should go smell it) -The room felt humid all the time -The AC doesn't get nearly as cool as what is indicated on panel in room -Refrigerator doesn't chill anything -Carpet looks horrible and is cheaply installed and looks like patchwork and is plentiful in stains. -The layout of the room is a maze. -The vent fan in bathroom doesn't work -The calking around floor tile in bathroom looks like it wasn't done professionally. Overall poor quality room.

CLUB LOUNGE -While staff was accomodating, it's just 1 person. -The club benefit was a choice between 2 snack items (Cheese plate and snack plate) The snack plate was literally cheap freezer food (thin french fries, 1 chicken weing and 2 lumpia. The cheese plate looked like a kids lunchable (lunch meat from a pack and a couple slices of cheese and a tiny pile of raisens)...At least the attendant kept our wine glasses full. -Ceiling fan closer to the bar wobbling to the point it looks like it'll fall any day now -One light on the left side of the bar is all crooked and cheaply held together by shoddy repair work -Hot and humid in the club lounge

THE FLOORS -Stepping off the elevator on the 4th floor gives a foul odor...As if the carpet hasn't been properly shampooed in ages and is full of mold. -The walls look dirty and paint chipped -The age of the hotel really shows

THE LOBBY -Laminate peeling away at the ceiling -while attempts are made around floor level to make place presentable, looking around shows how neglected this hotel has been over the years on the ceiling and walls.

Overall, I was trying to love this hotel because maybe I'm the only one who sees its true potential. My family and I booked 2 nights and paid $680 +200 security deposit for an oceanfront corner suite... I think we were given a Bayview. Based on the many deficiencies of the room I described above, I can only imagine what standard room looks like. I've lived on this island since 2016. My family and I staycation all over. The worst place experienced so far was was Onward. We've stayed at Dusit Thani, Dusit Beach (Used to be Outrigger), Hyatt and Tsubaki Tower. They all seem to have functional rooms that are clean and ready for new guests devoid of foul odors. Their club lounges are layed out like a buffet and the food is very presentable and unique depending on the day. Like some chef actually took pride in their work. If there was some freezer food, it would be hard to tell. Drinks were free flow, lounges . I could walk past the peeling laminate and paint. If I walked into a room with a comfortable bed, clean and fully functional, I could easily forget the other stuff. You used to have signs saying "Excuse our mess" due to renovation back around the end of COVID... I don't see much change in room quality... So where's the rennovation? As far as I'm concerned, the only thing this place has going is the infinity pool and jacuzzi on the balconies. The rest needs a ton of work. Given enough love and a good owner, this place would dominate. It has some of the best views and the only hotel with Jacuzzis on the balconies.

I do not forsee myself coming back here anytime soon. The pandemic is over, Mawar is over. No excuses.

Understand that I was willing to leave and take the full $680 hit after being there less than 24 hours because we couldn't even get a good nights sleep in that room. Thankfully, and rightfully so, the front desk comped me, without me...

It took me a while, but I’ve decided that I needed to list out all the ridiculousness that we’ve encountered during our most recent stay at Sheraton Laguna Resort. Rooms are old, closer to 2-3 star level, ridiculous. Nobody picks up the phone when you press the “Guest Service” button on the room phone. I asked the front desk about this, and was told to press “0” instead of “Guest Service.” I asked why was this not mentioned to the guests, and the response was that it was written in one of the fifty lines of fine prints in the keycard holder, along with “If you need in-room hi-speed internet service, please press 0 to contact our service staff…… The front desk staff was very stock up, by the way. The TV remote battery was out. In the two rooms I had, none of the clocks were set to the correct local time. One is off by 3 hours, the other by 2.5 hours. One of our room was noted to be checked out on 2/7 (correct), but the other was noted 2/6. I shared my concern with Ms. Stock Up, and asked if the keycard would stop working. Ms. Stock Up reluctantly admitted that it was a mistake, but that keycard became invalid on 2/6, and had to be reset at the front desk. Every evening there was bbq or dinner shows at the first floor restaurant till 8 o’clock, filling the entire hotel with loud music and smell from the grill. There was no escaping it, and we had to stay away from the hotel until all is over after 8. I was told by the travel agency that none of the rooms can escape from this. The washing toilet seat did not work. It was warm but no water the first night, and then stopped working all together the second night on. The air condition. When the fan was set to Medium, it created a loud banging noise, most likely from the spinning blades inside the main unit. We could only leave the unit on Low no matter how hot it was. Our rooms were on the Club Level for an extra fee, and the breakfast was confined to the Club Level only. However, the item selections were limited and unimpressive, and the staff was lethargic when it came to restocking the dishes or replacing the silverware. Breakfast time was till 10 am, but the staff began removing all the food by 9:50 am, all without informing the guests. After finishing breakfast at 9:30 am and upon returning to the room, the housekeeping staff was already there cleaning up nonchalantly. That was something new to me. The hotel claimed to have the only Starbucks on Guam, but it was not an official location. It was simply a coffee counter with a sign that says “We Proudly Serve Starbucks.” Nobody came to the counter even after I pressed the service ring. It took the other staff’s effort to finally locate a gentleman, who lackadaisically came over and took my order. It was not professional at all, and the addition of a 10% service charge on top of the 6 dollar Mocha was simply laughable. During the busy check out hour, the front desk staff decided it was the best time to train their interns. It took them 10 minutes to perform a simple task that probably would have required only 10 seconds. There was absolutely no sense of priority. Because of this ridiculously bad lodging experience, I am beginning to reconsider if we should ever visit Guam again. The outlet stores, such as Tommy Hilfiger and CK were super cheap, and Ross was a great place for bargain hunting, and we certainly did a lot of shopping. Maybe I should switch to a hotel that’s not as problematic...

I am back agin and I love this facility. The building needs some work from time to time but don't they all. The people bring me back every time. Sometimes as travelers we loose perspective on what is most important. Buildings come and go and we always focus on the little things. Let's focus on the "little things for a moment".

The people at the Sheraton Laguna, I feel, are often equated as the little things but they are much more than that. You may interact with one or even three of them during a stay but that is not what this Hotel represents. Everyone of the staff here work tirelessly to make sure your stay is the best ever. I have stayed here many times and have had the power go out, the water go out, the internet stop working......Etc..... but none of which is the fault of the hotel or the staff. this is a small island in the middle of the ocean and the ammenities here are amazing.

I have to mention again in this post a couple outstanding members, sorry but it has to be done;

Sherilyn, an amazing member of the front desk staff. I have had interactions with her on several trips here and it is always a comfort to see her when I walk in. She is a proffessional in her own right and is always willing to make sure you are treated with respect. She is a golden assest to the Sheraton family and represents the brand well. Thank you Sherilyn for all you do, it would never be the same without your smile when I walk in.

To Tony the engineer, I have great respect for what you do. Many don't truly appreitiate the work you do and don't even know you as a person. I do!! You have taken care of the dumb stuff that some take for granted like a shower that sprays into the towel bar or the toilet that flushes in the middle of the night. You made my Gold Elite Stay!!!! Thank you for taking care of my insignificant problems like a pro.... they might have been little dumb problems for me but you made it your personal problem to fix, and you did. without you and people like you this entire machine breaks down.

For those that even read these reviews, Remember, you might think you are more special than the person taking your bags to your room, or making your dinner, or cleaning your room, or making sure you have hot water but you are not. These folks are, yes paid, but have a moral and heart felt desire to make your stay. Please give them a thank you at the least the next time you see them.

Thank you all "Sheraton Laguna" you always...