Sheraton Tucson Hotel & Suites — Hotel in Tucson

Here’s the short version, sadly:

We selected Sheraton due to their good reputation. Upon showing up after a 9 hour drive, we found their parking lot was infested with homeless people doing drugs in the open (shooting up, smoking, you name it). We had prepaid for our room through Expedia so we went inside and proceeded to checkin. My partner questioning what kind of research I had done, I referred back to the reviews being 8 out of 10 ….

Upon check-in, they told us there were only first floor rooms available. They gave us the keys to our room and sent us around to the backside of the building; dark dingy and no cameras in sight. Trash everywhere…. We unloaded the car and went to let ourselves into the building, but our keys would not work. We followed someone in and went to find our room and the keys would not only not open the building access, but they would not open the hotel room door. A hotel employee passed by and let us in to our room where we found blood on our bedsheets. Even the employee who let us in, saw the blood and said it was unacceptable.

We called the front desk multiple times with no answer. So I went down to the lobby and the hotel lobby was being raided by about 10 police officers. She made me wait about 10 minutes and then offered me a fourth floor room… which she told us upon check-in was not available…. We accepted, even though it was a downgrade with 2 “Queen size” Beds.

We went to the 2nd room and you could smell the smell from the hallway as you opened the door. Upon walking into the room, there were 2 full-size beds, not even queens. The smell permeated the room and was completely unbearable.

We contacted the hotel front desk again, but no answer. Showed up at the front desk. I put my room keys and phone on the counter as I was speaking to her and I asked to speak to a manager. She called someone and then without saying a word she confiscated my room keys and refused to give them back. I said if they weren’t going to refund us, then we would keep the room rather than paying for two hotels and going somewhere else. She said she couldn’t give us the room keys back if we wanted a refund because she couldn’t be sure we wouldn’t sleep in the room and then they wouldn’t be able to process a refund. I said that was wild because what if we can’t find another place to stay as it was a holiday weekend, and asked again to speak to a manager. She called someone again and then said the manager said we could sleep in the lobby if we wanted to talk to a manager in the morning. At that point I felt so disrespected that we left. No refund issued. Expedia worked for a week to try to get me a refund and said that the Sheraton declined.

Just to be clear, a nonrefundable room is intended to protect the hotel from people not showing up. We showed up, we were provided with disgusting living conditions, and they used the nonrefundable policy to get away with it. I had to pay for 2 hotels for 1 stay. No manager ever reached out to me as I was promised they would, and the hotel charged me for two...

I try to write reviews when I have a great experience with a business – often because reviews are often only left by dissatisfied customers and can become skewed in the “unhappy” direction. However, after my stay at the Sheraton Tucson Suites this past weekend, I am sad to report I’ll be adding to their list of unhappy visitors.

From the moment we checked in, things started to go wrong. The young lady at the front desk, although polite on the surface, was far from friendly and seemed mildly put out by assisting me. She checked me in, took my credit card information, gave me room keys, and circled my room on the map. As I was about to walk away, she suddenly acted as if something had gone wrong. Without explaining why (other than “her computer locked her out”) she took back the keys, started typing, made me give her my credit information for the second time, and then promptly reassigned me to another room. The second room was located on the first instead of fourth floor and right across from the pool. When I told her I’d prefer the original room she said she couldn’t do so because it had “been blocked out for a group.” Upon asking, I was told that was the only room available.

We went to the room and started to settle in. On the upside, the room looked newly renovated and clean. On the downside, it was located right across from the pool in a high traffic area and was very loud with lots of kids playing and yelling. Over the next few hours, we discovered some very annoying and disappointing things. First, the Wi-Fi was horrible – so horrible that if we moved more than 3 feet past the entry door we lost the signal. There was no signal in the bedroom at all. A hairdryer was missing. But the most disturbing thing was upon opening the fold-out sofa we discovered the bedding had obviously not been changed from the previous occupants!

Most disappointing about the entire experience was the complete lack of sympathy or apology from hotel staff. When I asked for a manager (at 5 pm), I was told they had “gone home.” (What hotel has no supervisor on staff 24 hours?) When I told the staff about the Wifi, they sent a room engineer down who said “they had guys there running cable” and so that’s probably why the Wi-Fi wasn’t working. The thing that really topped the poor customer service is that instead of sending housekeeping to change the dirty bedding they only dropped off a set of clean sheets, and we had to change the bedding ourselves.

We understand that things can happen, but the complete lack of concern by the millennial-aged (and apparently unsupervised) staff in trying to make things right by my family was sorely lacking.

I sent an email to Sheraton (Starwood) customer service. They then forwarded me back to the hotel, which NEVER replied. After back and forth with Starwood, I decided it was taking far too much of my time to resolve. Apparently, neither Starwood nor the hotel cares if their customers are treated well.

We...

🛑🛑🛑🛑🛑🛑Trigger Warning DONT GO🛑🛑🛑🛑 I if could give them a minus 10 i would. I recently had a terrible experience at the Sheraton Tucson Hotel & Suites. From the moment I walked into the hotel, I was greeted with a terrible attitude from Laura at the front desk. She informed me that the room I had requested was not available, even though I had reserved it weeks before my arrival. She said she email ,e When I explained that I had not received any email notification, she became increasingly rude and dismissive. Her attitude only got worse as I requested a tour of a few rooms for my daughter's upcoming wedding and needed a particular document printed. Despite COVID being over for months, she refused to allow me to tour the rooms due to COVID restrictions. When I requested her help with printing my document, she refused to touch my phone, and her last response to me was incredibly dismissive and unhelpful. It was clear that she had no interest in assisting me and was more interested in being combative and obstinate. After 45 minutes of waiting, the GM finally arrived, and while he did listen to my complaint, he did not offer any solutions. As a member of the hospitality industry, I expected more from him. I was entitled to an upgrade, but no such offer was made, and I left the hotel feeling extremely uncomfortable and unhappy. I cancelled my reservation and booked another room elsewhere, costing me an additional $175 a night. As a Marriott member of 25 years, this is the first negative review I have ever written, and I am appalled by the customer service at this hotel. She could have apologized and said “ I'm sorry for the challenges how can we help you,” “ I'm sorry how can we make your stay more comfortable?” Instead she continued to be obstinate completely unhelpful not answering any of my questions and if you think I'm gonna be a party of 100 people into this hotel and they be greeted with the same attitude Laura needs to undergo customer service training and learn how to treat guests with respect and empathy. As the face of the hotel, it is essential to be helpful and accommodating, not obstinate and rude. The Sheraton Tucson Hotel & Suites needs a serious overhaul of their customer service, and until then, I will not be recommending it to anyone. P.S unfortunately not able to be resolved by Laura. However, the young lady BLACK HAIR BROWN eyes who was there at the same time took the initiative to apologize for Laura's behavior and offered her assistance with a friendly smile. Her attentiveness and willingness to help me out made me feel much more...