Sheraton Chapel Hill Hotel

I hate doing this because this is a really lovely property and it has so much potential, but out of 3 stays here, 2 have had major issues and this last issue is basically unforgivable. I have a previously passed review of this property that gives it quite a good rating, but since then, it’s very much changed..

I’d like to preface by saying I’ve waited for a full 5 days to be contacted and have someone attempt to make this right before posting this review; however, even with calling both the hotel and corporate MULTIPLE TIMES this week, no one has contacted me through phone or email. This is extremely long, but I want to include every detail so you see how many chances we’ve given them to make this right. With that, here’s what happened…

We arrived late Tuesday night after the UNC game. I requested a mobile key when I realized that we’d likely be late getting there, as it was a 7 pm game. I noticed, before ever getting to the property, that the mobile key had not been assigned and we’d also been assigned to a room that was not what we booked. We booked a club level king with balcony and were given two queens with no balcony. The rate was not adjusted for the cheaper room we had been assigned, but we figured we’d deal with that later. At that point, we were just hoping for the mobile key to be ready when we got in later, as we’d have just gone in and gone to bed. When we got to the property, far later, we noticed there was no one at the desk. There was a chef sitting in the waiting area and we figured we, and he, were waiting for someone to come back. We expected this to be momentary; however, after about 5 minutes, we noticed the chef started looking for someone to help us and started calling people from his cell. Upon 5 minutes turning to 15, we were getting slightly annoyed and asked the chef (Henry) if he knew what was going on. Let me pause to say that Henry was the bright moment in this buffoonery. He was doing all he could to help us, and was so kind, even though it wasn’t his job. This man was just waiting to turn in the restaurant deposit. He didn’t have to try to help. But he did! He let us know he’d called “the boss” and was waiting on a call back. He even went to a desk attendant’s room (off duty, but on property) and tried to get her to get up to help us. She refused, from what we understood because no one ever came and he just gave us a no head shake upon returning to us.

We then called the corporate line and were placed on hold with Marriott corporate for over 30 minutes. I explained calling the property would do no good, as no one was there, but we watched corporate dial the number repeatedly while leaving us on hold. Then, she returned and hung up on us. To be clear, because I know what I’d likely be thinking if I read this, we were not rude to this person. We were annoyed, but not out of the way to her in any capacity. We even told her our frustration was not with her and we’d be grateful if she could just get us in any room for the night and we’d deal with logistics later, which Henry can confirm. He heard this entire exchange.

To clarify, we could see an assigned room type, but no number. Henry was looking through keys, but had no idea which might be ours. We asked corporate ID she could help him find our number. This is when she disconnected, whether intentionally or accidentally.

Finally, after neither Henry or us getting an answer or call back for OVER AN HOUR, we left. We made a 2+ hour drive home. We spoke to corporate on the way and created a case and I will say the man we spoke to was great (Michael, if memory serves me). I gave the property 48 hours to call me before calling them. I was told by the desk attendant who answered that the attendant the night of our mishap had a “family emergency” and that’s why no one was there. She said she didn’t have details so, I needed to speak to a manager. I didn’t ask, but I was thinking, in the case of this emergency, shouldn’t a manager have come in? Or at least couldn’t the person on property come up to give us our room and key? Remember, I requested a mobile key so all this could’ve been avoided.

Anyway, I left a message for the manager. No answer. I waited a day. No call back. Called again and no call back. Called a third time and still no call back. But they did have time to email me a survey about my stay. The irony.

The change is still showing on my husband’s credit card and still no one has contacted us. We are easy going people. We booked a stay at this property again, even after they were unable to check us in for hours our first time staying there (due to a system issue) because we believe in second chances; however, I’m really very frustrated and not feeling too easy going at this point because no one is even attempting to make this right! That is insane to me when I’m positive they know what happened. Henry explained it as it happened. I left messages explaining it. There’s even a corporate case number assigned to it!

My point is, this Sheraton was great the one stay we had there with no issues, but with 2/3 stays going wonky is a telling ratio. This is especially true with the last “stay” going down as it did. Are the rooms and property lovely? Yes. Are the amenities nice? Yes. But with a ratio of not being checked in on arrival 2/3 times, I’m not sure I’d ever choose this property, or even Marriott, ever again. And that is not so much due to those issues as it is the way they have handled this.

Their response is subpar to other high end chains, at best. They are below Hilton in the extreme (had no issues at the Hiltons up the street), but even below the service we’ve had having to book a last minute stay at a Holiday Inn or Comfort Suites. The only word to describe this response with a $250 charge still on my card for a Tuesday night stay? Unacceptable. If they reach out, I’m willing to update this, but I don’t have high hopes since they haven’t reached out yet.

Shout out to Xandria at the front desk. Over the holidays, the computer system for the door cards was not working, and she kindly and professionally worked it out. She kindly remembered the issues that I had and was very nice during the rest of my stay.

The beds are comfortable and hotel is clean. But there are little things that are frustrating. Two times there was no coffee anywhere in the hotel. I guess one person doesn’t show up to work and no one else has the skill set to make guest coffee. We got hot water - no tea bags!

#2. You can’t get on internet without an explanation from front desk because system doesn’t work right.

#3. They make you scan a bar code for parking and you have to go get your license plate number and put in a special code to not get towed or charged. It is weird. The hotel isn’t in a place where someone would just need to use their parking lot to park. I don’t know if this is another revenue source for hotel but it is an inconvenience and most people don’t know their plate number so it is a hassle.

Eggs were good. :-) and the front desk was very nice.

Compliments for Outstanding Service at Sheraton Chapel Hill

My husband and I had the pleasure of staying at the Sheraton in Chapel Hill, NC, in room 326 during Thanksgiving. I want to take this opportunity to congratulate your organization for maintaining such high standards of hospitality.
Special recognition goes to Gladys Cardona and Santiago Pascual, whose professionalism and friendliness truly stood out. They ensured our room was not only spotless but also consistently comfortable and welcoming. The attention to detail—from fresh linens and perfectly arranged amenities to the immaculate cleanliness of every corner—made our stay exceptionally pleasant.
Their dedication reflects a genuine commitment to guest satisfaction, creating an environment that feels both relaxing and cared for. Please extend our gratitude to them for making our holiday experience memorable.
Thank you for setting such a high benchmark for service quality.

Make sure to check your credit card statements. This hotel will try to put random charges on your card months after your stay then it will be next to impossible to contact someone to remove the charges. Predatory.

had a great stay at the Sheraton Chapel Hill Hotel, and I wanted to highlight the exceptional service from Marsel, the bartender. He was incredibly hospitable throughout my visit and crafted an excellent Old Fashioned. His professionalism and warm personality really added to the experience. Highly recommend stopping by the bar if you’re staying here!

As I said, this hotel USED to be a great place to stay but NOT ANYMORE. It’s very unfortunate!! I stayed at the Sheraton Chapel Hill many times but my recent and last, two-night stay was terrible and extremely aggravating from the start. This hotel is under new management with the manager, Jack Lloyd and his boss, Alvin Sellars, who told us he’s the “vice president” are both the antithesis of hospitality. A probably negligent act by a member of the housekeeping team, inadvertently removing a personal and very expensive medical device from our room (which likely was accident removed with a towel while cleaning up) led to a major ordeal, with Jack Lloyd LYING! First, characterizing this issue as a "lost item" and requiring a guest to file a police report? Why not just admit a mistake was made, apologize and attempt to resolve? But instead he obfuscated the facts, lied, was rude, and refused to help. And his boss, even MORE rude. Alvin Sellars (who refused to even provide his last name, which obviously was easily found instantly) HUNG UP ON ME, refused to discuss or resolve the matter, we are out over $1,000! This, after trying to overcharge a reservation for a $189 per night room, attempting to charge almost $600 to change from a king bed to two queens, now charging for parking, not recognizing or treating a (previously loyal, no more!) long-standing Bonvoy member to the benefits of earned status. I will never step foot in this hotel again and suggest nobody else do so. This change in ownership or management is simply horrible, they do not understand the basics of hospitality, much less honesty and should not ever be patronized. Really sorry to say this but find another place to stay. You can’t trust that your personal items are safe in those rooms once you leave for a few hours and that you’ll be charged the rate you actually booked months prior.

Clean rooms, helpful staff!

The property was nice with very friendly and helpful staff. We really enjoyed our stay. The one downside was the dinner we had at the hotel restaurant; my daughter and I both ordered the filet mignon and it came out with half a carrot cut into 2 small pieces, maybe one mushroom thinly sliced into 5 pieces and that was it with the filet. It was mediocre at best. My wife ordered a salad bowl and it came out extremely salty. She couldn't eat it. The food was not good (especially given the price); which is weird because we ordered the fish & chips for lunch earlier and it was great. So we are not sure what happended there. Otherwise, the hotel was perfect. We would return and recommend to anyone wanting to visit Chapel Hill.

The receptionist when I checked in was the rudest check in I have ever experienced. When I arrived there was no greeting only a “I need to see your ID”. I was handed my room key with no explanation of what my room was, the paid parking was required or where the elevators were located.
I had a Club Room and asked what that meant. I was told I would need to pay for access which made no sense. Finally she said oh Club access was just added to your stay?
Please fire this receptionist as she ruins what would have otherwise been a lovely stay.

Really great experience and my favorite so far in Chapel Hill all around. My seatmate on a recent flight recommended it, and he's right on target. Great club lounge, amenities, modern, great rooms...and the staff is awesome. Ramona, Antoniqua, and others have made the stay great. Gym is really nice too.

Great three days at this hotel with my husband and our teenage son. They treated us like royalty from check-in to check-out. Our room had two queen beds. the room was clean, the beds very comfortable and it was quiet. Had some minor issues that I reported to the front desk and they were fixed by the time we returned that day. Their pool was the best I have seen, clean and 3'-5'-8' depth. They opened the pool at 9 am and with it being a business hotel too, I would think a 7 am opening would be more appropriate. Their fitness center was open 24 hrs and my son said it was great. The bar was okay, a little pricey but the bartender changed the channel to baseball so we will give it thumbs up. To sum it up, wished we had stayed there the whole vacation.

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Ramona and Xandria at the reception were exceptional! We felt more than welcome when we arrived, exhausted after a long day.

The sheraton Chapel Hill Hotel is a nice, clean hotel. However, the rooms are very small and the food choices are limited. It is located not too far from UNC Chapel Hill, which opens up food options, but I did not find the the hotel food that good. The staff is nice and helpful.

Bedbugs!! I just got back from a trip to Chapel Hill. I stayed 2 nights at the Sheraton in Room 308 and was bitten all over my back and arms by bedbugs. I noticed a small bug on my bed the first night and didn’t think much of it because, well…. It’s North Carolina in summer, so I just flicked it off. After the second night however, I’ve now got a row of bites on my right back, several on my left back, and numerous on my arms. I called the front desk to let them know. The receptionist was very kind and attentive and even asked me if I wanted anything so they could make up for it. I told her no, and that I just wanted to make them aware so they could remedy the problem. She told me she would have her manager reach out to me. He/she did not reach out, which is disappointing to say the least. The rooms are nice, the hotel is in a good location, but nobody really cares about those things if they’re going to be gnawed on all night by bedbugs. My trip literally consisted of airport, hotel, university, restaurant, hotel. I spent no time outside except to traverse to and from my rental car. I’ve since sanitized everything in my luggage to make sure the problem didn’t make its way into my own home. Management should have at least followed up with a call. Will not stay again.

Thsi prperty had a face lift. The rooms were noisy the ac units are so loud its like being behind an airplane. Some of the staff was new the term we can use this a a learni g experience should not be said to guests. They new acting manager never addressed my issues until i looked to speak directly to her. The lounge was infested with flies. In the food as well. The lounge freee starbuck machine that was supposed to be availability 24/7 was broken. The main area starbucks concession is only open until 2pm and the staff isnt transparent that as a club level guest yiu are entiiled to free drinks. The best part of the hotel was the gym. That was done really well and well maintained. In all fairness the hotel did issue me a credit for the poor service and inadequate conditions. But definitely not worth the money for the conditions. I spent some time in the lobby. Lostening to other guests many had the same complaints. Sheraton you could do so much better.

bar

Great property, friendly staff, easy check in process, clean rooms. We enjoyed the breakfast and appetizer upgrade. Food was good. Also enjoyed the pool with a deep end.

Love their renovations , layout is perfect , convenient , front desk staff were beyond helpful , rooms comfortable with many outlets for electronics , bathroom and shower very nice with lighted mirror , cheerful welcoming decor ,