I found my one night stay largely uneven. The front desk staff was excellent and worked to resolve some minor maintenance issues quickly. They were also super knowledgeable and anticipated my questions upon check-in, so that was great. The room itself was showing it’s wear, with the door handle hanging loose (fixed immediately,) the fridge running VERY hot (as in I was actually worried about it’s safety,) and the room while large and with a good work space, just in need of a refresh. The lobby itself was great, and offered plentiful seating to relax and work and the gym was one of the best I’ve seen at a hotel!
My main complaint was with the lounge (I have access due to status.) While it was well stocked throughout the day (love that Sheraton keeps drinks and light snacks available 24/7,) there was a breakfast issue which made me feel unwelcome. Upon going in to eat, I was informed that the staff was short (no big deal) that morning and I could use the buffet outside the lounge. That was great, I was informed immediately, and offered a solution. However, when I went to make my plate, a different employee came out and insisted I couldn’t take certain items because “sausage isn’t usually offered in the lounge breakfast.” Having to ask item by item for what I could eat was off-putting to say the least.
In the future I'd probably return to the other Marriott property across the street instead of staying here again..
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Response from Susan S, General Manager at Sheraton Ann Arbor Hotel
Responded 8 Nov 2019
Dear recent guest; Your concern has not gone unnoticed and is extremely important to us. Thank you for letting us know, I am working diligently with my staff to create a positive and welcoming environment and this type of service is not indicative of those efforts, I will work harder. With regard to your other comments, we are aware of course, of the need for refresh and are in process at this time. Thank you for being our guests and for letting us know about your experience. Regards, Susan Sereno - GM
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.