We cancelled our reservation, we stayed two of the days because we were at the hospital all day and we simply couldn't move hotels, but we had to request a different room because the beds in our first room had SPRINGS coming through the mattress poking us! BOTH of the Queen bed mattresses were the most app appalling I've ever seen! When we called Expedia they were very helpful, but the customer service representative came back on the line and said that Sheraton s response was that they had invested millions of dollars in renovations. The outside of the building is very attractive, there are pretty sparkling lights, yet the things that REALLY matter, the amenities in the room, the cleanliness of the room were terrible!
When we went to the room to get our things to move to a different room while I sorted out finding a new hotel, I was really shocked that the room was made up as if to welcome new guests. There should have been a sign on the door saying the room was under renovation!
When I pulled the sheets back to investigate what was stabbing us I found a very thin and horribly stained mattress topper, and a HUGE indentation in the mattress where the springs were poking through!
The next morning I told the front desk staff about the mattresses, they were apologetic, and said any cancellations or changes had to be made through Expedia. I told them, that's fine, but we have to check out early and we absolutely can NOT sleep on those beds!
In hindsight I should have refund!