Sheraton Greensboro

“Bell staff support”

Im an annual guest for GHOE and host a hospitality reception that requires a lot of assistance from the bell staff especially at check in and checkout. They are a great team and provide exceptional service. No way we get get our event done without their help: special thanks to Trever, Curtis, Ron … more

Im an annual guest for GHOE and host a hospitality reception that requires a lot of assistance from the bell staff especially at check in and checkout. They are a great team and provide exceptional service. No way we get get our event done without their help: special thanks to Trever, Curtis, Ron and Mike.

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“Awesome”

ANTONIA Scott gave me the best experience with my trip. SHE SAVED MY ENTIRE TRIP! SHE ES ALSO VERY PERSONABLE AND PROFESSIONAL. GREAT CUSTOMER SERVICE. I will definitely be going back to the Sheraton to stay again. The rooms were also very clean and the hotel was very accommodating.

“Great Service”

Jordan, at front desk was very pleasant, helpful and handled our concerns efficiently. I will definitely stay here again. Room was comfortable and clean. Pillows slept wonderfully. Parking Was well lit. Also had a meal in the Skyline restaurant . The restaurant was my only disappointment. Slow ser… more

Jordan, at front desk was very pleasant, helpful and handled our concerns efficiently. I will definitely stay here again. Room was comfortable and clean. Pillows slept wonderfully. Parking Was well lit. Also had a meal in the Skyline restaurant . The restaurant was my only disappointment. Slow service and food came out cold.

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“customer service very weak, particularly for such a large hotel”

Being a Marriott brand Platinum member for many years, I have stayed at Sheraton hotels all over. Sheraton used to be an iconic hotel chain. If this one is any indication, now I know why they are no longer highly regarded. The hotel is physically attractive. The lobby is bright, open, and there ar… more

Being a Marriott brand Platinum member for many years, I have stayed at Sheraton hotels all over. Sheraton used to be an iconic hotel chain. If this one is any indication, now I know why they are no longer highly regarded. The hotel is physically attractive. The lobby is bright, open, and there are some interesting pieces of art to be viewed. There are lots of staff in the lobby area. My room was fairly large, had a nice view (I was on the 20th floor), there was both a small refrigerator and a safe in the room, and the hotel provides recycling facilities. The carpet was a little bit worn, but the room was basically clean. The bathroom had some nice amenities. There was an ice machine in the hallway. The customer service side is entirely different. On the day I arrived, I needed to get more towels for my room at around 9 p.m.. I pushed the "Guest Services" button on my phone (please see photos attached to this review) which dialed an internal number, I could hear it ring, but no one picked up. I assumed that they were busy, waited a half-hour and called again. After the phone rang for a while, there was a recorded message saying to leave a message or to send an email to the guest services department. I found this odd, but did leave a message. After the 4th attempt, I tried calling the hotel's external phone number (336 292-9161) using my cellphone. I navigated through the phone menu to the the front reception desk. No one picked up. Eventually, I got dressed and managed to find the hotel's gym where I took a couple of towels for my room, an old trick I had learned from traveling for many years. The next morning I called Guest Services (this time they picked up). I asked to speak to a manager to report what had happened. When they transferred my call to the manager-on-duty, no one picked up. I had to repeat this two more times until finally, on the 3rd call, a manager came on the phone. I expressed my dissatisfaction with the obvious (repeated) breakdowns in customer service. The man could not explain the issues. He apologized profusely and promised to investigate and then get back to me. I never heard from him again, even though I was at the hotel for two more days. Being Platinum, we ate breakfast in the Sheraton Club lounge on the top (28th) floor. On the last day of my stay, there was a note on the lounge door saying that breakfast would be served in a room on the ground floor. When I went to find the room, the man at reception on the ground floor told me to go to a specific restaurant (this is a conference hotel, there are 2 or 3 restaurants available). However, this restaurant was closed. He called his supervisor, but that person was no help either. Eventually, I found a customer walking in the main lobby who pointed me to the correct location. It was about a 10-minute walk, involving walking down long hallways. To my astonishment, there were no signs along the way to guide me. While walking back to the elevators to go up to my room after finishing my breakfast, I noticed 2 people wandering around apparently looking for something. They were searching for the Platinum lounge, so I was able to help them. They openly expressed their frustration with the lack of posted directions. There were, in addition, other issues with staff service during my stay. This is a large hotel with over 500 rooms spread out over several buildings. Customer service does not seem to be an important part of their mission.

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