Sheraton Virginia Beach Oceanfront Hotel — Hotel in Virginia Beach

This hotel has a good beachfront location, and has easy access to parking (valet or self), and is pet-friendly (no extra charges) which is awesome. This stay was a redemption of SPG awards. Upon arrival, the staff was very welcoming and we were told we were getting an ocean view room, which we appreciated as the the default redemption would be a city view room. It didn’t seem to be an upgrade with my SPG status though, as the staff didn’t recognize that I am a Gold member after issuing me everything, and then apologize and issued me new wristbands after he recognized it.

Our room was assigned on the second floor, and was not very straight-forward to be located as the second floor is mainly for other business/ venue use with a few rooms on the side (behind a gate). It was not what we expected but we were pleased with the room upon arrival as the balcony is facing directly to the ocean with an open view. However, only after couple minutes that we realized the room is a connecting room with the room next door and we could basically hear every single word of the conversions from the other room, which even gets echoed to sound louder. It felt that the wall is paper thin and the building is 0 soundproof. It seemed that there were some business events on the second floor that night and all the noises from the rolling carts and gates open and shut and crowds kept getting echoed to our room until very late at night. Additionally our neighbors next door happened to be (seemingly) either old friends gathering or family reunion and therefore were chatting and laughing loudly also until very late into the night (11pm). It was supposed to be a relaxing weekend getaway but there was ZERO relaxing element while staying in the room due to all the noises that kept us from being able to sleep. We had to go to the reception to ask for another room but it was made clear that there was nothing they could do besides sending the safeguard to our neighbors to keep their voice down as the hotel was fully booked.

The next morning, our neighbor stepped out when we were leaving our room and was complaining to us that we started to have noises from 7am. We were a family with an infant and there was really not so much we could do to make no noise until later in the morning (I really wish though lol), but this should not have been disturbing to our neighbors (same for them who were just trying to hang out and have fun later at night - they have the right), nor should this have been something we/ they got blame on. But it was definitely not pleasant, since it seemed they may just be upset about having someone sent to their door telling them they were loud (again, not our intention or proposal for solution).

What made the experience end with an even unhappier ending was that after we received the portfolio/ receipt from the hotel by Email, we noted there was a charge of ~$57 listed for the redemption of SPG award, aside from taxes and occupancy fees. Upon doing a bit of research including the confirmation email where it wrote about an offer to upgrade for “starting from only $40 ($55 value)”we suspected this was charged for the “upgrade” to an oceanview room. However, we did not request nor authorize the “upgrade offer”, and an upgrade should be complimentary to Gold/ Platinum members based on availability to start with (not to mention often times non elite members may get an upgrade as well). We called the hotel, and after a little while of looking into it the staff apologized and told the charge was canceled. However we did not get any explanation for why there were untrue charges, nor did we get any additional remediation (normally the other hotels would offer some bonus points for such errors). If we hadn’t done the due diligence on our end (which doesn’t usually happen) we would have never got to note this charge.

Overall, our experience at this Sheraton was very disappointing. VA Beach is a great casual vacation spot with great food and reasonable costs, but we won’t come back to this hotel again if no improvement is made and we won’t recommend this property to...

Pros: Oceanfront and the hotel has its own parking garage. Staff is proactive, and they all provide good customer service. Cons: Understaffed, outdated, some areas seem to be falling apart, takes forever to take one of the two elevators, some rooms are falling apart, long waits to get breakfast.

My husband and I chose this hotel because as a Marriott Bonvoy member we were getting a good deal. Also, my husband had a previous good experience with a Sheraton abroad. We checked-in during a busy weekend (mid June) and got an oceanfront room on the second floor. The first thing we notice is dirty plates and wine cups in the hall; these plates and cups stayed in the hall for 2 whole days. Our room was outdated, but I can overlook that when I got an oceanfront view. What I can't overlook is the bathroom condition. The bathroom had a cracked drywall, a broken shower handle, a loose faucet, and a clogged sink. It's true that we got a good deal for the hotel but we were paying approx. 240$ for that night. I tried to chat with the hotel's customer service through the app, but no one replied back. I ended up calling the front desk, and they told me they'll sent maintenance to the room. Maintenance did not show up until the next day (I had to call the front desk again). The parts to fix the bathroom were not available at the time, so the bathroom couldn't get fix (not the guys fault). Since Saturday and Sunday were our most expensive nights, I was upset. We ended up complaining to the front desk since the room was not worth 240/night. With the bathroom in that condition barely 80$/night. The front desk staff was proactive and we got a new room and complimentary breakfast for the rest of out stay. It was the same room (not an upgraded one) on a higher floor. The bathroom was in much better conditions. The only problem with the second room was that the sink was clogged. My husband tried to unclogged it. He ended up pulling a bunch of hair out, and it was still clogged, disgusting. Now returning to the first room. While we were moving our stuff out of the room we found a big cockroach in the bathroom, again disgusting. The breakfast would have been nice if it wasn't for the long waits. The hotel only has two or three people serving/cooking breakfast for all the guests. On a Monday morning we ended up waiting 1hr and 30 minutes to get breakfast!!! A total waste of beach time! There was about a 30 min wait to sit down every morning, and then you had to wait to place your order. This is not the employees fault, I do blame the hotels managers for this. You need more employees serving during breakfast time! Everybody is trying to enjoy their vacations at the beach, not waste them waiting for breakfast.

Now, I booked this hotel through the Marriott Bonvoy website; therefore, I thought we were going to stay at a decent hotel for our anniversary. It's true that we ended up paying less because we got a member's deal, but that doesn't mean that we deserved the cheapest room in the hotel. It's either that or the hotel is charging overprice hotel rooms. To be honest, it's probably a mixture of both. Are we staying again at this Sheraton? No, the friendly staff and complimentary breakfast does not compensate for the cockroach in the bathroom. Are we staying at another Sheraton again? No, we would never stay at another Sheraton again.

If the hotel wants to verify everything in this post, I...

We had the most bad experience in our life at this hotel. We were looking for a great vacation it was the first vacation for us after the pandemic but unfortunately it didn’t go as we wish. We made the reservation for a suite a month ago and before 3 days from the check in day we called the hotel to confirm that everything is fine and they said yes. We arrived at 12:30pm and they told us that we will get the room at 4pm. We waited until 4 and by the way we had our dog with us so we couldn’t sit at the beach for a long time because it was so hot for him, so we waited at the car. At 4pm we were super surprised that there were too many people at the lobby waiting for their rooms, my husband asked the lady at the front desk and she said that the room is not ready yet. After that my husband kept asking them if our room is ready and the answer was the same(NO). And to be honest the lady at the front desk was so polite. At around 6pm I went with my husband again to the front desk to ask and there was another lady at the front desk my husband repeated the question if the room is ready and she said no, and keep asking will not let you get the room fast!! So my husband ask her why other customers are getting their rooms and we are not? She said because your reservation is for suite. So I said (SO WHAT) she looked at me and said the suite needs time to be cleaned you and your husband can go and clean it if you want the room, and you are asking a lot so now I can cancel your reservation and refund you your money so you can go to another hotel!!!! My husband said to her that you can’t cancel my reservation because I didn’t ask for that. So she said ( yes I can, I will call 911 and tell them that you are threatening my life so I can let you go out) !!!!!! We were shocked!!! And my husband told her that he wants to talk to the manager. And she said( the manager is cleaning the rooms, he is not available) !! While she was taking the manger came , we told him what just happened and what she said, so she started to say that they came to the front desk many times asking the same question every time ( is the room ready?) The manager kept apologizing and said that it was a busy day and he will do his best to let them finish cleaning the room fast. We got the room at 7:50pm we were very tired because we traveled for 6 hours and sat in the car waiting for the room from 12:30pm until almost 8pm. With a dog you can’t do many things, you must wait. We reserved a suite because we are 4 with a dog. The suite was clean except the sofa bed mattress and a one pillow and a cover sheet so we asked for an extra bed and exchange the covers and they did. The manager as I said was super super nice and polite he apologized again and gave us the first night for free because what happened with us with the lady at the front desk. Unfortunately I am not sure about the spelling of her name (Sheri) but I am sure that the hotel have cameras at the lobby to see what happened. Because of what she said to us I...