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TripAdvisor traveler rating1596 reviews
Terrible customer service
Today marks 5 months in which I have been trying to get my money back. I am a very patient person but enough is enough. My credit card was wrongfully charged with 1.690$ for a stay I never had. In 2019 I made a reservation for the wrestlemania week in April via booking.com a with free cancellation option. And that’s what I did in mid March 2020. I cancelled my stay according to the reservation rules. I got a confirmation from booking.com that my reservation was cancelled free of charge. But on April 6th (it would have been my departure date) I received an email with an invoice for my stay in room 437 and my credit card was charged. Of course I contacted the hotel via email & via booking.com and tried to explain that something was going wrong. Until today I there is no answer from the hotel. I asked my credit card service to charge the money back & that’s what they did. BUT instead of checking my case Sheraton had the nerves to charge my credit card again stating to my credit card company that they never got a cancellation and that someone checked in using my credit card and ID. 2,5 weeks ago booking.com stepped in and is currently trying to convince the hotel to give my money back. I can’t believe it, there seems to be no one in the office to read and answer the customers emails for months but you guys are able to charge credit cards within hours. To make it very clear: I have never been a guest in your hotel. Because of the travel ban for European citizens it is not possible for me to enter the US. There is no way my credit card, ID and Passport were used to check in. You don’t have a registration card with my signature on it. Even IF there was a communication problem with my cancellation between booking.com and Sheraton it can’t be my problem as a customer. I did nothing wrong, I cancelled free of charge, got the confirmation for this and all I got is trouble for months. That’s not the Sheraton standard I have enjoyed for many years and I’m absolutely disappointed. That’s nothing but incompetence at it’s best. All I want is to get my money back and then I don’t want to hear from Sheraton and it’s related brand Hotels ever again. I really hope booking.com will succeed in getting my money back.
Dirty, Dated, Disappointed
This hotel was dirty, dated and very disappointing. We were given a room that hadn’t been vacuumed and the sheet barely covered the mattress. The furnishings were extremely dated. The bathroom walls and tub were worn making them seem dirty. There were scuff marks everywhere. The refrigerator didn’t work, wasn’t even cleaned out! There were only three small drawers. Our second room was exactly the same. We had to request toilet paper, we were given a roll that was almost gone. The bathroom sink was extremely slow to drain, by the time we checked out it wasn’t draining at all. In these days of COVID, this hotel wasn’t clean. It gets two stars because the employees were nice.
A very big disappointment from start to finish.
This is a belated review of a stay that took place in mid-June as part of a weekend getaway. I always try to avoid 'broad brush definitives' but thinking back I can say that I basically hated everything about that stay. The check-in was both cold and a bit rude. Marriott Elite status was not offered anything whatsoever despite their very low occupancy. The extent of food/beverage was bar service by the pool that ended at 7:00. Thankfully there were some locations along the Riverwalk that did have their act together. The automatic door returning from the pool area offers its own special challenges (multiple frustrated guests). My lower floor room facing a busy intersection was extremely noisy for multiple hours. I have a set of rarely-used earplugs just in case, and if you choose to stay here, I recommend you have them as well. Smoking is not allowed here (which is good) but my room had one discarded cigarette inside, and one on the balcony, as well as a BIC lighter. I certainly question their housekeeping. There is a coffee maker and some packages of coffee in the room. The expiration date on the coffee was several months past, and the sugar packets were crunchy from storage dampness. A used coffee packet was still in the maker from an earlier guest. The is no louver on the entry door to the room, but I would swear there was, as loud as any noise from the hall would come into the room. The door didn't seem to have a bad seal at all, so I can't explain it. Noise came from both sides of the room during the stay which doesn't promote any quality sleep. I do NOT recommend this location to anyone. I would not repeat a stay here myself. I did advise the night team at the front desk of my concerns, as well as a message to manager Andrew G, but I've heard nothing, and didn't really expect it. I've stayed a several Marriott properties since, and they've all been WAY better in communication and overall service. This one is an outlier, and a really poor part of the brand.
Staff was wonderful!!
The staff here was so kind and accommodating! The pool and fitness facilities were up and running, and the staff (particularly Heather) couldn’t have been kinder. I will be staying here on upcoming trips I have planned in Tampa 🙌🏼
The staff from the valet w/Jordan, Check-In, Check-out and housekeeping was amazing. The pool area with the bar/food was great for a late day spot to relax. Loved the view and the price was great! I am definitely staying here again!