Sheraton on the Park

Issues started at check in - We had booked two executive suites with lounge access. They told us that we only had access for two of us with my status. I had to tell them to check the reservation and see that both rooms got 2 people for access. They disagreed but then when I showed them the reso they agreed. I had also pre-requested for some items to be put in my colleagues room that I was paying for, they had no record of it. Our rooms were not ready, but they said they were expediting our rooms to get ready with housekeeping. 5 hours later they were ready lol. The TV/Internet hasn't been working in 3 days. Each time we phone down they say there is no problem, then the technicians say the problem is in the entire hotel. Then they call back and say its fixed an it isn't. There is really no communication among the staff. No one seems to know what's going on. The pool is also way smaller than the pictures on the website are. So don't believe what you see. All in all, the rooms are decent. They need a renovation but they are fine. The lounge is nice, reasonable food and drink. Nice view. But I wouldn't stay here again. I think the staff are a bit of a let down and there are a bunch of service issues. They say they are sorry, but I'm just spending too much time having to chase them to get what I paid for and what I had prearranged. It's my daughter's birthday on top of it, so its been a bit harder for her than I would like.

Terrible experience with the customer service

Room comfortable as always and club lounge, particularly the staff, excellent. Location for me is wonderful. Unfortunately had a few instances of very disappointing communications which is definitely not what I expected.