Sheraton West Des Moines Hotel — Hotel in West Des Moines

I upgraded to the Sheraton being that the prior hotel i checked in was a nightmare! (Hair in the bed,food on the floor..ect.) Ill point out all the the things that I enjoyed first! I'm thankful that Steve at the front desk was able to allow an early check in for me for an emergency. I had to plug in my asthma breathing machine and Steve had no problem helping me out so thank you for that!. We went to the lounge bar once and the Saturday night male bartender was very kind. When it was time for check out Jason was very kind and patient. I did take note that Jason was working up in the front alone while trying to deal with my issue,check other guest out and answer phones all at the same time! It impressed me how he kept a smile on his face and did the best he could but in my mind I was asking myself "where the heck is some more help" Just like I had been thinking to myself that entire stay at Sheraton. The room was nice to me because it was way better than what I had just checked into the day before. Now when I stay at a Sheraton in Houston,Florida and California and compare it to your Sheraton....Your location is a DUMP. All the kids that were running around that weekend uncontrolled and un supervised was uncalled for. I realize you are not the parents of these kids but management needed to step up and take control of the this wild zoo. The kids were allowed to play and run as they wished.I got hit with a basketball. We had to wait 15-20min for an elevator because the kids were joy ridding on the elevators. The Hallways were trashed.We could not enjoy the pool thanks to the wild kids busting a window. When we went down to the lounge at 10:30pm that Saturday we could not enjoy ourselves because the kids were running around the bar lounge playing tag and then on the other side of me there were kids swinging from the lounge carries like it was monkey bars. No I ask...Why did management not step up and try to take control off this zoo. Why was there not a staff member in the elevator controlling this issue. Why was there not staff walking the halls to clean up after the children.There were other guest like us there that should have not sufferd because Sheratan wanted the booking numbers. My thoughts. low staffed and poor management.If you aiming for an upper class Hotel I suggest you don't book groups like that and if so they need to be regulated. Sunday comes and all seems to be peaceful now that the zoo has packed up and checked out. So Sunday was much more pleasant.The only downfall about Sunday was that for Mothers day we decided to enjoy lunch down at the restaurant in your lobby. We were not sure where to sit and I notice a staff member (Young girl with blond hair) just standing here smirking at us so i walked over to her and asked for help.Can you believe her response was "Ya I saw you over there and was going to just let you figure it out and after a few minutes if you couldn't I would have came and help" Mind you the place is empty. I thought that was so tacky but that would not be the last tacky thing coming out of her mouth. We ordered and that took forever and the food was cold.Before the meals came out i asked the waitress if she could bring the salads out before our meal....Her reply"Our manager wants us to bring it out all at once but since he is not here right now Ill go ahead and bring them out" Needless to say after that i just stop talking to the waitress.She had no class. The ladies that helped us at the breakfast buffet were nice but that was such a waste of $45. That food was so nasty.The hair cooked in my egg was a turn off and then I bit into one of the donuts and it was so stale. I just got up and excused myself from the table. So as your reading my overall experience was not good and I will not be returning and I will advise others not to stay there. I checked out on Sunday and request a days refund and Sheraton did comply with that but I found it tacky that the manager on duty did not come and show his face and personally apologize as if he was not concerned. So again my thoughts.... Poor management and poor staffing. Thank you to the few staff members there that were...

I’m giving this a 3 star, only due the fact that the front desk staff, Shannon, was extremely rude and unprofessional, not upon check in, but later in the evening.. Upon checking in there was a soccer team kicking the soccer ball in the atrium and doing tricks which was cool because my kid is in soccer and to see older club players gave him motivation to work harder and they even spoke to him and gave him encouragement. Upon going to the room, there appeared to be blood on the room door, only 3 sets of towels, when I stated 4 would be in the room, there was used soap on the bathroom, and pee in the toilet.

Later that evening my 4 kids went to the atrium to play. Mind you, my kids are extremely well mannered and behaved. Always complimented on their behavior. I observed them from my balcony. 2 of them were throwing a nerf football to each other and it accidentally went over the atrium edge and the front desk staff Shannon took the football and said something to my son which did not look pleasant. Upon going down to the atrium to retrieve the football, Shannon was very snobby and rude. She said if they were caught playing football again, she would take the football once again.

After getting the football back, I told my kids, you can go play in the atrium but don’t throw the ball, just because I didn’t want any more issues. My kids were playing tag in the atrium and was told by Officer Cuevas on 3 occasions that they couldn’t be down there because, “this isn’t a playground” and “if he had it his way, they wouldn’t be down there at all”, and “you need to leave.”

My girlfriend went down to address the officer and he practically ignored her. The arrogant officer then stated, “well, they shouldn’t be down here, if you don’t believe me ask the front desk, let’s go, let’s go.” After going to the front desk and explaining there was a soccer team here earlier and no one said anything to them, what’s the issue with my kids? Shannon sarcastically stated there was no issue. Officer Cuevas should be disciplined for speaking to my kids in the manner he did. He is the reason kids are afraid of police. Luckily, this is the only bad encounter they’ve had with an officer and I explained to them there’s always 1 bad apple. This was a stay over from our Christmas vacation, but we definitely will...

No matter what I write in this review it will not be able to fully explain the experience and personal touches that Talta and her team were able to provide during my experience. To begin, I travel for work and stay in hotels very regularly, to date I have well over 350 nights just with Marriott brands. This doesn't include the hundreds of stays in towns where there is not a Marriott option.

I was in town this time for a company event and meetings. This experience is second to none and they have won my business for life. I met Talta when I stayed at the Sheraton property for the first time a month previous, which was also a great stay. In our conversation she asked that I reach out to her the next time I was coming to town to ensure my stay went well.

I sent her an email a few days before my stay, she remembered exactly who I was and ensured I would be taken care of. When I checked in I was greeted by her an the front desk team. They informed me that my room was ready but there were a couple of items that they were still bringing up. As I got to my room and went in, I was in awe, they upgraded me to a corner suite on the top floor of the building from what I can tell is likely their best suite in the building. Knowing I had an event that night and would be potentially short on time she had a meat tray delivered to the room and stocked the fridge for me. She also had a bottle of Crown and snacks for me to sip on while I got ready for my event. Wow, just wow! At this point I am just speechless.

You never know what someone is going through and how going the extra mile can affect them in such a positive manner. Talta didn't know me from any other guest outside of one conversation during my previous stay. She has moved me and restored my faith in the fact that there are still people out there who want to do extra, be that bright spot in someone's day, month, or year. Sheraton West Des Moines you have a gem in Talta and your staff, I truly hope you know this. She has just won you a repeat client who will never want to stay anywhere else when in the area and will only recommend your property to others who stay in the area. Cheers to you all and thank you for making someone that could have just been another guest feel like the only guest...