TripAdvisor Traveler Rating

We have stayed at this hotel for twenty plus years. It's undergoing a major much-needed renovation and it's still in progress. The rooms in the Marina Tower have finally been completely upgraded and they look terrific. unfortunately there are NO plans for renovating the Bay Tower rooms (confirmed by management) during this renovation. If you see pictures with a red/blue nautical theme - it's the old rooms of the unrenovated Bay Tower. Lobby and 2nd restaurant of the Marina Tower were completely closed off for renovation with a temporary front desk in the hotel's gift shop. The hotel (KSL Resorts managing the hotel as a Sheraton franchise) NEEDS to HIRE additional staff for Front Desk and the new Rumoroso main dining restaurant. Staff in the Rumoroso Restaurant look tired, overworked, and understaffed. Also need new bartenders in the Bar. The new restaurant looks nice but is not well-designed. Pool areas look nicely refreshed with. new furniture. Also a lot of large conventions and meetings in this hotel so beware on weekends especially. KSL must bring up the standards to keep this hotel a Sheraton franchise. The Bay Tower should be re-flagged as another lesser brand of Marriott (at least temporarily). Ambassador Level Guest here.

I've stayed at this hotel for many years to attend the Gator by the Bay Festival. This year was a bit challenging because of the updates going on and the facility was short staffed. I felt sorry for the employees, as they were working their butts off. Very poor planning for the festival and Mother's Day. The updated rooms look nice, but WHO thought it was a great idea to install the slatted barn door for the bathroom? There is absolutely NO privacy! You can see right through the door - these doors need to be changed, especially if you're sharing a room with a friend of the opposite gender!

Waited 2 and one half hours to get a room after initial check in on 5/9/24. Took about 20 minutes in 2023. Something about ongoing construction and some big convention group checking out that morning. Sheraton should have been better prepared with more check in staff and computers considering it was the 1st day of the annual Gator By the Bay festival. However, the 4 day stay itself was very good. The room was quiet, clean and comfy and the amenities of in room coffee and a mini refrig were fine. I had some difficulty getting the internet connection - it was confusing with all the info about it being free but only if you were a "Bonvoy" member, or else it would cost. I didn't want to be forced to join Bonvoy and I didn't want to pay. I finally noticed on the left hand side of the info, there was a rather small click on at the bottom left for the complimentary free internet, which got me in - so apparently one does NOT have to be a Bonvoy "member"! Confusing! Also, I was not given the internet password upon check in, which should be standard practice, and had to call down for it. But once I was in, the connection worked fine.. So all in all, I generally enjoyed the stay, but I suggest Sheraton improve the check in process by preparing for any contingencies ahead of time and that they simplify the internet connection process - I talked to a couple other guests who had the same problem as I did - one man still hadn't gotten in and couldn't figure it out on his smart phone, so I suggested he go to the check in counter for help.

This has been one of the worst hotel experiences I have ever had. Not only did they charge me an extra $200 to get the hotel room that I booked on my reservation and already paid for, but they refused to admit they were in the wrong, and then trying to recoup from a frustrating check in experience at the pool, they had construction going on the entire time I was staying. Trying to relax by the pool is difficult when there is a drill screaming in your ear for hours.

Jaileene at the front is the absolute best she was able to accommodate all of our requests and needs and I would just ask for her when you walk in to ensure exceptional customer service