Sheraton Valley Forge King of Prussia — Hotel in Upper Merion Township

I'm taking the time to write this review and if it's actually read by someone, I'm sure it won't be published.

For starters, I never received the confirmation email when the room was booked. I found out the reason the day after I returned home why that didn't happen.

Although the rooms were clean and comfortable, I was sitting at the desk in the evening and I was visited by a little mouse which cruised in under the door. So the chase was on... I had to move the bed in the attempt to crush him. He eventually headed for the door and I took off after it. I opened the door and he obviously ran into another room. So I called the front desk to inform them. The girl said she'd let her manager know. It was 10 PM and I really didn't expect anything to happen.

Since I was accompanied by a woman, she insisted towels be placed at the base of the door to prevent the little critter coming back in.

My other issue was for the amount of money you pay, the room didn't have wireless internet. I was using a mini iPad which doesn't have the connection for a CAT5 cable. If I wanted wireless, I had to pay an additional fee which is ridiculous! Even the lower grade hotels have wireless. Plus breakfast was $15! Again, other chains have full complementary breakfast...

So when I checked out in the AM, I mentioned the mouse issue to the front desk clerk again just as a reminder so they might want to look into it. Naturally, she apologized, but again I realize it wasn't her fault and told her that. But she said "Oh I'll tell my manager for sure and you will receive a call!" I said I'd be on the 4th floor for an event all day. I left the hotel 5 hours later and nothing from anyone.

On Sunday I decided to check my credit card chargers since I didn't receive the statement via email as the desk clerk said I would. Well, there were 2 pending charges, one for $145.80 and another for $195.89. That obviously didn't sit well, so I called the hotel.

I was ensured there was only 1 charge of $145.80, but an additional $50 fee could have been charged for holding the room and that would be credited back 2 to 3 days later. Really!!!! 2 or 3 days later...!!

So I asked for the clerk to send me the receipt for the room. I told him my email and an error happened from the original person taking the reservation a month ago... they used .com vice .net. The correction was made and I received the statement.

My company has scheduled at least 2 more events at this hotel and I can tell you I will not be staying at this hotel chain again.

It's not that I was looking for any freebee or because of a little mouse... My issues were the wireless internet, and after telling 2 people about the mouse that it seemed to fall on deaf ears. But the main problem is when I was told I would be contacted, I heard nothing. I understand things happen, I really do, but I'm sick and tired of people saying they will do something and they just blow it off. Integrity is the only thing we have left and when that is given up, you have...

Absolutely Horrible Customer Experience! I called the hotel directly on 2/28 to place a reservation for 2 nights this weekend for my daughter and I to celebrate our birthdays. I requested a 2 bedroom suite (1 king and a double) b/c my sisters would be joining us. The first person to answer says it’s available for those nights but had to transfer me to place the reservation. I was transferred and the woman assisting confirmed my dates/room and started my reservation. She took most of the info and before paying our call was disconnected on her end. Of course they DO NOT call you even though we’re finalizing an entire reservation so I had to call back. Called 1 minute after the disconnection. Apparently, I called Marriott’s general reservation line and not the in-house reservation line for that location. The rep stated that room was no longer available. Wow! I was hoping the 1st rep placed a hold for me and that’s why it wasn’t coming up. I asked if they can review the acct history to confirm my call just a minute ago, No she couldn’t. She checked again and the room was no longer available. I asked the call to be escalated to see if a manager can locate the agent who was helping me. I was routed to a rep who said she saw that the room was available but would have to send me to Sheraton Valley Forge directly to place the reservation b/c she was unable to do so. At this point, I’m like “whatever” b/c I don’t care who books it. I would just like to finalize the booking I started. I’m transferred and a male answers. He initially says the room is not available…then says it’s available for 1 night. I’m like “which one is it!!” He says another reservation has been placed for the 2nd date and I could only get the suite for 1 night and that I’ll have to book the 2nd night online WHAT?!! Aren’t you supposed to help me plan my stay?! I entertained staying the one night in the suite and asked about a late check out b/c I’m a Gold Elite member. He puts me on hold for about 3-5 minutes and comes back and asked “how can I help you?” Ridiculous!!! I asked for the manager, he says “one is not available”. I asked for their contact info. He says “he’ll take mine for a callback” I told him “No one will call me, please provide their email”. He does. I then asked to be transferred to their line to leave a voicemail (he offered to do). He says ok. I’m supposedly transferred and I wait for about 15 minutes. He comes back and say “how can I can I help you?” 😡 WHAT THE HELL ARE YOU ALL DOING? I’m livid! On the phone for almost 2 hours between the 3 calls. No resolution. No follow up. I’m just...

I stayed at the Sheraton Valley Forge 15-20 nights a year to visit my 80 year old mother who lives nearby. I have been staying here for at least five years. Even after slipping on ice last winter and fracturing my elbow (where the black ice on the back driveway was not properly salted or cleared), the upgrade benefits and nice staff have outweighed staying anywhere else. Never again. My permanent departure is due to a manager named “Kelly.”

The hotel caters to a mostly business crowd and is usually not at capacity on weekends and holidays when I typically stay. Before Kelly arrived on the scene, I readily got upgraded to a better room because of my gold status and my consistent loyally. I checked into the hotel last Tuesday before Thanksgiving and ran into Kelly at check-in. She was her typical rude self and was on the phone and could not check me in and speak at the same time. So I waited…and I waited. She then advised me that she had a nice, quiet room for me which I was surprised to hear because out of all of the staff she is the only one who consistently refuses to upgrade me. She also consistently denies me a late check-out.

When I got to the “quiet” room it was near housekeeping, the ice machine and didn’t have a bath (only a stand up shower). I learned quickly that it is also where people tend to loiter loudly in the hallway. I had had enough of Kelly’s poor treatment. I called her and complained. She told me that she could move me to a nicer room for two out of my three day stay, but I would have to move back to a smaller room on Thanksgiving Day because the hotel was overbooked and “sold out”. I called a friend and decided very inconveniently I would leave after two of my originally scheduled three days rather than be moved back to a smaller room on Thanksgiving Day. She ruined my stay.

Upon checking out on Thanksgiving morning I asked Kourtney, a very pleasant employee that I always enjoy working with, if the hotel was booked that evening. She said absolutely not and indicated the hotel was less than 15% capacity. Kelly outright lied to me. This was the last straw. Combine this with her consistently unpleasant attitude and bad manners and I will not be staying at this hotel ever again. In fact, I have decided as a result of this repeated bad experience and for ruining my holiday, I will drop SPG after 10 years as my preferred hotel chain and cancel my SPG American Express. Lesson: the (loyal gold) customer needs to be treated much better and certainly...