The hotel itself was beautiful. The room was perfect - no complaints there. Would definitely stay there again, based on that. However, the staff definitely needs some instruction in customer service.

The day we were to arrive (a Sunday), I called to ask about possibly getting an early check in. Was told that I would just have to come and ask once I got there if I could check in, since they couldn't tell me anything over the phone.

Upon my arrival, there was another woman at the desk complaining about housekeeping having bothered them 5 times that morning, wanting to know when they were going to check out. The front desk clerk didn't seem to know what to say and basically ignored her complaint until the woman asked for some sort of supervisor. There were no problems with our checking in an hour early, which was nice, but it would have been much nicer to be able to know that before we began our 4 hour drive to the beach that morning.

As I was checking in, I asked about possibly getting a late check out. Was again told that I'd have to wait until the day of check out and call down at 7am to see if it was possible. Please tell me, how THAT would accomplish having a relaxed morning our last day there? We were checking out on a Tuesday.

Especially since we weren't staying during the weekend, I don't see why my requests for an early check in or late check out couldn't have been addressed differently. I have never had a problem at any other hotel with these requests. They are always happy to offer any benefits that would make the customer happy. I am astonished that Sheraton would allow this policy to go on in one of their hotels.

I find myself at this hotel once or twice a year for business and over the past year the rooms have been improved. The hotel is unique that most of the rooms have an ocean view while situated above a room or parking lot. Over the last few years, I have had irritating problems with running toilets, dripping or rattling AC units, rude employees, etc... but this last time the hotel seems to have their act together. Other than a computer glitch that kept people from checking in for an hour or so, I had a good experience this last time and the staff interactions with were excellent. Regarding the cost, the Sheraton is not the only hotel in the area to justify a rate over $250 a night, there is a Hampton Suites a block south and across the road (non-beach side). For the record, the "resort fee" that includes parking and internet really doesn’t make any sense.

Although I read HORRIBLE reviews on the internet, we decided to come anyways and we are so glad that we did! The staff was awesome and made us feel welcome and important. I wish I could delete those negative comments because none of them were true for us. We saw the same manager (didn't catch his name but he was tan with black curly hair) at 8am breakfast, running around helping the servers and pouring drinks and bussing. Later that evening (10 pm) we saw his at Molly's emptying garbage and stocking beer. He remembered us from breakfast and welcomed us back and asked my 6 year old about her day. You have a treasure there, hang on to him. Anyways, I have worked at Four Points by Sheraton for 10 years and my fiance is the sous chef there for 3 years and our hotel could learn alot from your staff! People are quick to point out the negatives and ignore the positives so that is why I am writing this. You have a wonderful hotel and awesome staff! Keep up the great job and we will be back next summer!

Spent two lovely days at this hotel on a discounted rate. It is expensive but rates are comparable to lesser properties for summer.
Pros include: a great oceanfront location with a very nice neach; great view-- from the 9th floor side view balcony we could see the both the ocean and sound; tho the side balcony is very small you can fit 2 chairs and enjoy the sunset; large size rooms with comfortable beds; excellent service and friendly staff; breakfast is not free but reasonable and quite good.
Cons include: Continuous noise in the bathroom we were told was due to ventilllation system and nothing can be done; room needs new carpet and other upgrades; "resort fee" tacked onto room rate; extra charge for beach chairs, umbrellas--bring your own.