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I stayed 2 nights at Sheraton this past weekend. The hotel management is the worst I've ever seen in my 8 years professionally travelling life . First of all, they messed up my bill and charged me doubled the price than the original rate i booked. The manager told me its just a "system glitch". More unfortunately, I left a necklace in the room. I realized it a few hours after I checked out in the afternoon. I called them the same day afternoon (Sunday) asking them to check. The hotel said they can't connect to their own housekeeping team. They will follow up and call me back. I called back to follow up - still the same answer, they will call me back. It's been 4 days - still no call back, no update, nothing. It seems the hotel staff does not even care to help. The necklace was a wedding gift to me which means a lot to me. I'm very disappointed. Please stay away from this hotel if you can.
Response from PeterA4999, General Manager at Sheraton Agoura Hills Hotel
Responded 3 days ago
Thank you for choosing to stay at the Sheraton Agoura Hills Hotel and providing your honest feedback on the Guest Satisfaction Survey. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectations. Once again, thank you for your valued feedback and we hope to serve you again whenever your travels bring you back to Agoura Hills.
Where do I start?.... first we call to let them know we're doing a late check-in. We get to the hotel and they cancelled our reservation because we were late even though we notified them of the time we would be arriving. Then they changed the rate from $159 to $189 a night and a $150 incidental fee and we had to pay the entire amount at check-in. The next day we come outside, our car got hit by the construction crew staying at the hotel. When we ask to talk to the general manager, he refused and said he would call. Still waiting on that phone call a day and half day later. The next day we wake to a noise, our bathroom is flooding. Our clothes and my girlfriend's blow dryer and straightener got all wet and damaged. When we went to speak to the front desk for some sort of compensation they refused to do anything for us. They were rude, inconsiderate, and had a despicable attitude toward their loyal guests and to customer service. I strongly recommend avoiding this hotel at all costs. Absolute disgrace to the hospitality business.
This hotel is nice and a solid choice for the money. Really appreciated the friendliness and helpful nature of the staff. The hotel location is quiet and pretty, yet close enough to walk to some local nice places to eat. Would stay here again.
This is a decent, full service hotel if you are working in the area, including Thousand Oaks area. It's a scenic drive to the coast and traffic in the area is not too bad when drivers are banging into each other. The bar is good with happy hour. The days I was there it was very busy early, but got quite quick. Great views from the Club Room. Water pressure in shower was ridiculously low and took a few minutes to get hot water, but it was a stand up shower in my room with a Jacuzzi tub.
Stayed here last minute to get away from the overpriced Hilton resort in Oxnard/ Ventura. What a p,easy to suprise. Decent accommodation ,, reasonable price. The best cocktails in California served by a lovely barman. Fair breakfast and nice pool for swimming. Also had laundry facilities that were very useful as we had been travelling for several weeks.