Sheraton Agoura Hills Hotel

Apr 11th, 2024

Dont make the same mistake that I did and book here hoping that you get a good room, even if you have in the past like I did. It seems the hotel has gone down in recent years, which is sad given the serene location and high potential of this property. Housekeeping staff is obviously overworked and management doesnt care about customer comfort as Ive tried for weeks to talk to them and no one has gotten back to me even after reaching out to corporate I was on a medical trip and thought that by spending a little more and staying at the Sheraton that I would be ensured a clean room and comfortable stay however, I got the complete opposite. When I arrived, I was placed in a room on the third floor, and it appeared that the bed had just simply been remade after the past guest instead of having the sheets replaced. I went down to the front desk and the staff was concerned and supportive, then placing me in another room a few doors down, which, unfortunately had the same situation. I returned to the front desk and they asked me if I would be willing to have a staff member come with me to look at a couple other rooms. The staff member showed me a room down the hallway on the third floor, and this room seemed a little bit better, but also to have the same issue. They then took me to a room on the club member floor, and encouraged me to stay in that room as it was the best that they had to offer. I decided to do so, and carried my luggage up to the room. As I tried to settle in, I realize that the bed was more disgustingly dirty than the rest. Besides the severely wrinkled sheets, there were hairs all in the bed, and the mattress had been shifted, revealing bodily fluids on the headboard. I had also booked a room with a balcony to ensure airflow as I am immune compromised, and when I opened up the balcony door, I realized that there had been rain collecting on the patio, causing it to turn black and bubble with mold. I went to use the bathroom and discovered food stains on the hanging bathrobe along with urine on the toilet seat. I called the front desk and they moved me back to the room on the third floor. After this long ordeal which required me to go up and down their long hallways with carpet pattern reminiscent of the Overlook Hotel in The Shining, back-and-forth to the front desk multiple times, it was now midnight. I went to shower before bed and found the drain was clogged. :( Then the heater wouldnt stop running, so I had to literally unplug it from the wall because the remote and the thermostat didnt work (this was after the front desk agent said he checked it to make sure it was working properly) but I was too tired to bother with contacting the front desk again. I talked to the front desk in the morning and told them my concerns. They were very concerned said they would talk to the manager (who conveniently happened to not be available at the time) and housekeeping. Since then, my husband and I have both tried to call multiple times, left multiple messages, reached out to corporate who also sent them an email and the hotel supervisor manager has never gotten back to me. Please see photos of the top floor suite!
Mar 29th, 2024

Mar 17th, 2024

Mar 16th, 2024

I stayed here for a few nights. There were many little things that went wrong. It started when I arrived, staff said they were short on keys to the room and only gave us one. That wasn't a problem until we went to the room and the one key given didn't work. I called them and they brought up two keys. I guess they had keys now after that. We got a balcony suite and the balcony was dirty. They also said there was 2 complimentary waters in the room, but there were not. The TV kept freezing. The thing that really set me off was the dirty jacuzzi. I told the staff and they said they were going to send someone to clean it right away. We looked from our hotel balcony and never seen anyone clean it. It was disgusting. I don't like to complain, but for the amount of money paid, I expected a smoother stay.
Feb 15th, 2024