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17 reviews for Sheraton Grand at Wild Horse Pass that are not currently recommended
Note: The reviews below are not factored into the business's overall star rating.-
- De R.
- San Francisco, CA
- 0 friends
- 1 review
The service was horrible. From the bar staff to the waiters to the hotel manager. We waited over an hour for our breakfast and for our dinner. They closed the jacuzzi and pool early which is the main reason we booked the hotel. They did not come and clean our room and there was gum on the wall which I had to remove upon checking in. The staff had zero personality and was not helpful or engaging at all. It was disappointing for such a high end and beautiful place.
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- Chris J.
- Sacramento, CA
- 0 friends
- 5 reviews
- 1 photo
If you like to stay at a hotel that has a venue next to it that has two day rave events, this is the place for you. Thumping music until 2 AM with no ability to make it stop. Typical Marriott facility that isn't happy until you're not happy - they definitely default to 'no' just like most of the hotels in their awful chain. Skip this hotel.
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- Michael J.
- Modesto, CA
- 199 friends
- 5 reviews
- 8 photos
Hotel from HELL! This place treats guests like prisoners and their extreme security guards barge into your room if they suspect for ANY reason that someone was smoking on the BALCONY or inside the room. They have a Zero tolerance smoking policy yet don't tell the guests that when you check in and instead charge you $250 for smoking even if it's on the balcony.
They had security acting like they were a SWAT team barging through hallways and swarming around the pool looking for someone to kick out or call the police on.
Also, the security were taking items from outdoor seating areas if left unattended for 5 minutes and then when inquiring where the stuff went, the security said that it is in the trash, making our friends walk barefoot around the hotel because her sandals were thrown out.
Horrible service from the hotel, treating their guests like prisoners and not customers. From the management down to their SWAT version of security. -
- Wally A.
- El Cajon, CA
- 18 friends
- 3 reviews
Bad service for sure plus they have the worse head security Drew Miller he's the worse person to bee head security races to the max I don't know how explain it !!!!!!!
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- Mike K.
- Big Sky, MT
- 26 friends
- 2 reviews
Driving up to the entrance and being greeted by the very friendly valet and front desk staff set my expectations quite high, but unfortunately after that initial impression I may have had the worst lodging experience in recent memory.
I was on property for the weekend with my 14 year old son for a short golf trip and must say the golf course experience was excellent from start to finish. The staff, the course, everything was great. Unfortunately the Sheraton Grand wasn't and I'm afraid I'm not willing to give them a second chance.
Upon reaching our room, we found the floor next to two sitting areas littered with what appeared to be dead skin. To appease ourselves we decided it was candle wax. In addition, there was a very large and dusty spider web in the corner of the ceiling by the sliding door to the patio, clearly it had been there for quite a while. Next, the bathroom had literally dozens of toothpaste splatters covering the mirror, glass shelf and adjacent walls. Upon further inspection it was clear the room hadn't seen a deep clean in quite a while - food and drink stains on cabinets, stains on bed and stains on sheets.
We decided to go to the pool and enjoy the remainder of the afternoon and found comfy chairs overlooking the golf course. Approximately 30 minutes later we found
a menu and a few minutes after that found someone to help us with a food and drink order. The food was good but the service was painfully slow. It wasn't crowded but still appeared that the couple of people working were fairly overwhelmed. Please note they were polite, but every time I had to get up to find them to get service.
Back up at the room, I contemplated calling the front desk to be moved, but the impression had been made and my son and I decided to roll with it. We're used to camping and roughing it, so this wasn't a life or death situation.
I should mention that I own a luxury lodging company that manages over 100 properties in Big Sky, Montana, and the guest experience is absolutely our top priority. However, when I travel I'm pretty chill and tend to roll with it and figure it out. Hence, the decision to not call the front desk and create work for someone else to solve the problem.
My final comments are this: Don't tell me how Grand you are - Show Me! There appears to be a significant leadership issue, lack of training, oversight and accountability. I don't blame the housekeepers or the pool staff, the issue lies farther up the chain of command. -
- Jarpent S.
- Chicago, IL
- 0 friends
- 3 reviews
- 2 photos
Worse hotel ever,upon arriving at the hotel on first night,room were very dirty, bed was made up but was not change, wall corner was all falling off, coffee stand was dirty and sticky, went to front desk manager, (NATE) and was told they he not approve of African American staying at his hotel,I mention only reason I was there was because all the other hotels in areas was booked, my family and I had the worse stay ever, money was stolen off my credit card by Hotel, I found out upon arriving back home,
Tried to reach out to general manager was told would not talk yo someone like me ,do not know what that means
Hate bringing racism into the picture ,but when it is put right in front of you,you have to let it me known -
- Terry T.
- Lafayette, CA
- 1 friend
- 17 reviews
This place has almost been magical in previous stays. However, the stay this past week was very odd. The Hotel was almost vacant. The staff was minimal, in fact, non-existent at times. It took 20 minutes after a call to the staff to get service at the pool and the first one to show up is a manager that apologizes and says that no one is available to help.
This is a beautiful place and deserves another try....I think. -
- Dina V.
- Chandler, AZ
- 5 friends
- 115 reviews
- 15 photos
Consider this a 3.5 review. We are a local couple who lives 20 minutes away, and decided to take advantage of summer rates and have a little staycation for the night.
We spent the morning at the spa and our massages were both fantastic. The spa pool area was crowded and from talking to a few we decided most everyone there were also locals. Lunch at the Aji Spa can't be beat. They are consistent with their creative menu and everything tastes flavorful and fresh.
After our treatments, we checked into the room to drop our things and then we headed out to the "main" pool. It had maybe 25 people tops (Sunday afternoon 4:30pm) so there were plenty of chairs and umbrellas to use. The bar/grill closed at 5pm, so we each grabbed a few beers before that happened.
Dinner at Ko'Sin was ok, I'll review that fully separately. Service was great, ambiance was great (outside patio perfect at 7pm in the summer). The food was overpriced for what it was, but we already realize what to expect when you're getting "resort pricing". We were hoping to eat at Kai, as we have several times before, but they were closed.
Here is the kicker for the minus 1.5 stars. The BEDS are HORRIBLE! I don't know if certain rooms have certain beds because others have mentioned the comfort of them but neither my husband or I got much sleep because we were tossing and turning all night. The sheets felt like sleeping on a shower curtain and the mattress lacks the comfort you would except at this type of resort. We have stayed here maybe a dozen times since it opened and I don't ever remember the beds being so bad.
The grounds are beautiful, very well maintained AZ desert themed, with a Native American them throughout the interior. The music they pipe in is lovely and soothing. My husband golfs here often and the course is beautiful, and I frequent the spa often enough to recommend it as well.
Even though we give it a 3.5 star review, we would not stay here again on our dime. The bedding and beds are a deal breaker for us. -
- Jacqueline F.
- Mesa, AZ
- 1 friend
- 9 reviews
My room was comfortable, clean, very quiet and pleasant. The furnishings were fresh and current and the bathroom had both a make-up mirror and plenty of counter space. Parking is free if you're a guest of the hotel, so make sure to request your room card be activated for parking privileges. Wi-Fi was not free, however. I found it to be great for business, as it was near the airport and not far from most of my meetings -- best of all, due to the fact that it was especially quiet, I got a good night's sleep. The free bottled water and tasty cookies in the lobby were a nice extra. Finally, I found the entire staff to be extremely pleasant and helpful.
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- Fiona J.
- Glendale, AZ
- 0 friends
- 3 reviews
Beautiful property - Lobby Bar was exceptional.
Met friends for drinks and dinner at the Sheraton Wild Horse Pass. They were in from out of town for a conference. The room was beautiful, spacious and quiet. While waiting for them, we hung out in the lobby bar, which is a very pleasant space. The bartender, Tim, was top notch. Friendly and helpful. Will go back for a "staycation". They seem to offer specials occassionally, so it will be worth it!
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- Katie B.
- Chandler, AZ
- 7 friends
- 4 reviews
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- sammy s.
- West Covina, CA
- 20 friends
- 0 reviews
- 11 photos
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- 0 reviews
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- 0 friends
- 0 reviews
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- 0 friends
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- 0 friends
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