After a long day of driving, my husband and I arrived at the Sheraton in Metairie just after 3:00 pm (the beginning of check-in time). I was told my room was not ready even though it was after the acceptable check-in time. When I asked when I could expect my room (or an alternate room) to be ready, I was told, "I don't know." The front desk attendant did not offer any other words; no offering of another room, no suggestion that the front desk could call me when my room was ready, or even a guess at when I might finally be able to shower and rest. Instead, I was given a short response of "I don't know." Little did I know this would be a preview of the kind of service I could expect for the remainder of my stay.
After 4:00 I called the front desk to find out if my room was ready (I didn't want to drive back only to be told again that my room was not ready.) After several minutes on hold, I was told my room was available. I dumped my luggage into my room and hopped into the shower. Just as I was exiting the shower, the door to my room opened! Luckily, I had placed the security latch across the door which caught and startled the person entering my room with a key! I immediately called the front desk to find out why someone other than room service or housekeeping had been able to enter my room! The front desk didn't know and said they would investigate and call me back. Several minutes later I was told there had been a misunderstanding and that the hotel's system had not updated yet, allowing someone else access to my room! This was quite an unnerving experience as you can imagine.
As I mentioned in my title, this hotel paid little attention to details. While the latch on my door worked (thank goodness!), the deadbolt did not latch. There was not "do not disturb" sign in my room and when I went to the front desk to get one, I received one that was ripped and had difficulty hanging on the door. There was no hair dryer or robe in my room although a co-worker had both in her room (same kind of room). My co-worker also had a shaving mirror on the wall in her bathroom (I had a patched up hole of where one used to be) and a lamp on her work desk. I did not, which was unfortunate for someone on a business trip. In addition, the quality of housekeeping was sporadic. Some days I would receive refills on toiletries; other days I'd be left with plenty of disposable Starbucks coffee cups but no coffee lids and no toilet paper or tissues. When I used the gym, I had to call the front desk for more water cups. Again, little attention to detail.
There were a few positive aspects about the hotel, however my experiences as mentioned above outweighed the positive. There is free parking, free wi-fi in the lobby (it costs money in your room), electrical outlets available on the side of the night stand, the bathroom has plenty of storage space (even in the shower), and the room has plenty of seating areas and featured curtains that really kept the room dark when used.
I travel often to the New Orleans for extended business trips, but I will certainly never make the mistake of staying here again.
The gym is on the fifth floor so make sure your room is away from it if you'd like a quieter exp...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 July 2012
Please allow me this opportunity to apologize for the inconvenience you experienced during your stay at our hotel. Thank you so much for taking the time to provide your feedback which will enhance our guest’s experience. I was saddened to hear that the service our staff provided was not up to the level of service for which we are known. Our team members undergo ongoing customer service training, to improve our service delivery. Also please be assured that the issues raised have been investigated and appropriate action has been taken to prevent any guests being similarly inconvenienced in the future. We strive to always be at the top of our game and to take care of our guests needs at every opportunity. I hope to have an occasion to have you back as our guest so that we can show you the exemplary service each of our valued guests expect and deserve. Thank you again for taking the time to give your feedback and we hope to see you again. Sincerely, Paula Evans, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC