Four Points by Sheraton Tucson Airport — Hotel in Tucson

The staff was fantastic here and I would stay again, but unfortunately there were multiple things that went wrong. Front desk was super busy for checking in after 10pm and our mobile check in wasn't ready. We checked in to our first room (that was an upgrade to a larger King room), however the bathroom was tiny. Not a big deal, but the bathroom sink clogged quickly. Before even getting into our room, we were having trouble with the key and also heard another guest at the front desk with a similar issue. Housekeeping was in the hall at the time we checked in and helped us in. What we didn't realize is that she was able to open the door because it didn't even lock at all. We called the front desk and she explained that this was due to an upgrade in their key/lock system so some of the doors didn't lock, but she promised the hotel was secure and that engineering could come the next day to fix it. Um... sorry, no. She was very kind and got us a new room in less than a half hour (it was after 10pm, so I thought this was a bit of a wait for it not being rush hour?), however we were grateful for the change. The new room had a pretty bad odor, like musty cleaning chemicals, I think? We didn't report it because at least the room was clean. If you are into tiny details, then you'll want to know the bathroom was tiny again and definitely needed updates. The bathroom fixture was flaking off metal. No soap dish which was a little gross. The shower drain plug didn't stay put so you had to remove it completely so it wouldn't fill the tub. The water spout wasn't connected to the wall so water drained down the wall (and probably in it) when the shower was running and there was a big rust stain down the wall because of it. To me, these are little cosmetic issues, but still. The bathrooms definitely need to be updated. Another small issue we had was that the coffee maker in the room didn't have the little pull out filter piece, so it wasn't usable. When I called the front desk, he said engineering could come fix it the next day, which we refused because we weren't going to be in the room, but we could call again later. Due to timing, we didn't get this fixed, but he did at least note it. He offered complimentary breakfast for one of the mornings which was very kind. They at least have free coffee in the lobby, so we were able to get coffee that way. Also, none of the ice makers (in multiple buildings) worked. My husband had to take the cooler to the lobby and they helped, but still. That's annoying. Lastly, the rooms are loud. I used ear plugs and was fine, but my husband didn't and said it was loud all night every night. Overall, if you just need a comfortable bed to sleep and aren't picky, then I'd definitely recommend this place. But if you are worried about cosmetics and the small things, then try an updated hotel. This was our first real stay at a Marriott and I wish it was better than "just okay," but we'll try to do better research...

I picked the Four Points Sheraton because of the high ratings. Upon arrival, I was given a room. While walking through the hallway to go to the room, I noticed a strong unpleasant musty smell. Once in the room, the smell transitioned into a combined strong unpleasant musty smell and cigarette smoke smell. A window pane was damaged to the point it could not be viewed through.

The hotel staff were very professional, friendly, and accommodating. They quickly found me a different room. The second room was in a different building. The hallway walking to that room also had a musty smell, though somewhat tolerable. The door to the room was extremely difficult to open and close. Upon inspection of the door, I noticed the top door hinge screw were stripped, causing the door to sag approximately a half inch, which kept the door from closing, unless it was slammed with great force, or I had to lift the door. I felt bad for the customers near our room. The maintenance man did try to fix the door, however after opening and closing twice, the temporary repair failed.

The bathroom was extremely small, there was black mold around the caulking in the shower, the GFI outlet had the “Test,” and “Reset” buttons punched out (I suspect that would be a code violation), the base of the door jam nearest the tub had over two inches of rust and rust scaling.

Walking out on the first floor patio, I noticed many cigarette butts. While walking to the hotel pool, as well as exploring the hotel grounds, I noticed cigarette butts pretty much everywhere (around other patios, along the sidewalks/pathways, planters, etc.). There were hundreds throughout the hotel grounds.

While walking to and from the office, I noticed there were many different holes in the ground, next to the sidewalk/pathway where there once were outdoor lights, except there were no lights and only electrical wires sticking up. These wires should be at a minimum should be covered and not be exposed.

While in the pool with my daughter, she swam down to the bottom and retrieved four tiles that had broken off at some point before our arrival. The top row of tiles was in shoddy condition and I suspect more tiles will fall in at some point.

The Four Points Sheraton may have been a 4 star hotel in its prime, however it is older and not kept up. I would rate this hotel a 2.3 and will not stay...

⚠️ Honest Review — Think Twice Before Staying or Working Here ⚠️ To anyone thinking about staying or working at this property, please be aware that customer service is practically nonexistent. There’s a reason why this place has gone through over four different managers in just one year. It seems that the greedy General Manager, Ms. Monica, trains her staff to avoid asking guests for any discount identification — whether it’s Explorer, Veteran, Government, AAA, or Senior discounts. So if you’re staying under any of these programs, make sure to show your ID at check-in, because if you don’t, they’ll hit you with the sketchy excuse: “After checkout, no refunds can be processed,” and even go as far as to claim “you just found the code on Google.” When I used to work here, management would say, “You’re like family — come back to visit or work with us anytime.” Well, that turned out to be a lie. They’ve shown that they’re not there for me — so I won’t be there for them either. I always record a short video when I check into hotel rooms to share with friends and family. Normally, if I notice something wrong, I let it go, thinking, “I used to work here, no need to make it a big deal.” But on one of my most recent stays, that was impossible to ignore. It wasn’t the first time something had been left behind rotting and smelling awful. When I get my phone fixed, I’ll be updating this review with a link to the video showing my full check-in experience — from getting my keys to discovering a container of rotten, moldy food inside the microwave. Facts: • First stay (October 1st): I was charged an extra fee that shouldn’t have been there. • October 11th: I called the property, and they admitted the charge was an error and promised a refund. • I waited for over a month, but the refund never came. • Believing it was just a delay, I stayed again on November 6th — only to realize later that they never refunded me. Now, I’ll have to go through my bank to file a dispute just to get my money back. They clearly thought I’d just let it slide. Bottom line: Unprofessional management, lack of accountability, and poor cleanliness. I wouldn’t recommend this place — not to guests, and definitely not to anyone thinking about...