I checked in on December 30 and overall did not have major issues, but several aspects of the stay were disappointing.
Check-in was smooth, and the room initially felt clean and comfortable (9th floor). On the first day, I reported a slow-draining sink and a non-functioning bathroom air extractor. When I followed up later, I was told the request could not be tracked and that I would need to check the room myself, which felt unusual for a hotel of this standard.
Breakfast was consistently overcrowded, with long lines. I would like to highlight that the lady at the restaurant entrance was very kind and helpful. Food quality was acceptable, though with limited variety specially for guests with allergies.
On January 1st, the lobby was extremely chaotic. I needed simple checkout information, but reception lines were very long, with no staff available to assist guests outside the queue.
Some staff interactions felt rushed and unfriendly. Staffing was clearly insufficient, with only two agents handling a large number of guests. Information regarding card authorization and city taxes was also unclear.
What stood out most was the lack of human warmth. Interactions felt impersonal, with little eye contact and not friendliness. This was especially disappointing as December 31st was my birthday, and there was no acknowledgment at all, not even a simple birthday wish.
Overall, the stay lacked the personal touch expected from a Sheraton property.
