Sheraton Eatontown Hotel

Was very clean, calm place, comfortable, staff friendly specially Charle in the kitchen great food and service and the reception staff was nice

Cookies at check in

Unfriendly staff

If I could rate this stay lower than one star, I would. I stayed at the Sheraton for a professional conference, and the experience was extremely disappointing from the moment I arrived. The parking lot and signage were the first problems. There were only two vague signs pointing toward the building, and the parking lot itself is a confusing maze with inadequate lighting and no clear directions to the lobby. I drove around multiple times in the dark trying to locate the entrance and kept ending up farther away. When I asked the front desk for help, I was repeatedly told to “just go around the building,” which would have left me walking alone at night with no idea where the lobby actually was. I finally escalated to a manager, whose solution was simply, “You’ll see the back door. I’ll wait for you there.” This was not helpful, not safe, and not acceptable for a hotel of this brand. The room assigned to me added to the frustration. I was placed in a fully accessible room, even though I had not requested one. The uncarpeted floors were slippery, the shower setup was impractical, and the overall layout felt uncomfortable. More importantly, assigning an accessible room without confirming needs could easily prevent a guest with mobility challenges from having the accommodations they require. This reflects a serious lapse in communication. The most concerning incident happened in the lobby’s snack area. There were no signs, no labels, and no prices anywhere. I picked up a few items assuming they were available for guests, and walked toward the conference area. Moments later, an employee loudly confronted me, accusing me of taking items without paying. Instead of calmly explaining the situation, she scolded me for not hearing her call out. I explained that I was not wearing headphones; I simply had a lot on my mind. Her response was that I “should have been listening.” The confrontation continued at the front desk, in front of other guests, even after I apologized and returned the items (and paid for the one I had opened). Staff compared my misunderstanding to “walking into a grocery store and taking food,” which was inappropriate and illogical. The issue was entirely caused by the hotel’s lack of signage. The interaction was humiliating and completely avoidable. Other issues during my stay included: • My room key stopped working and had to be replaced. • The guest laptop table was so wobbly it was nearly unusable. • Several staff interactions felt curt or irritated rather than welcoming. • Tea was frequently unavailable, and when it was available, the only option was Lipton, which is surprisingly low-quality for a Sheraton. • During breakfast, the noise from staff scraping plates and tossing silverware into bins made it difficult to hear the NJVTA President’s opening remarks. This showed a lack of coordination with conference operations. Given that this Sheraton has hosted this professional conference for years, I expected much higher standards of communication, organization, and customer service. Instead, I left feeling unwelcome, embarrassed, and genuinely surprised by the level of hostility and disorganization displayed by multiple staff members. I will not be returning, and I strongly recommend that management address staff training, signage clarity, and basic guest service expectations.

Nice ambiance and cozy vibes!

Worth every penny!

Location

Refrigerator did not work, smelled bad and made a lot of noise

everything is good