Sheraton Agoura Hills

FALSE FIRE ALARMS IN THE MIDDLE OF THE NIGHT! stay away from this place. False fire alarms continuously went off since midnight waking up and scaring my 1-year old every 5-10 minutes! I understand this could’ve been a one off situation but the way the staff treated me and so many others was rude and uncalled for. They hung up on me and talked to me like I was the cause of the issue. Front desk had no answers. In fact they reassured hundreds of guests who marched down to the lobby because the phones weren’t working, that it would stop but it didn’t. Staff said the only thing they could do was check me out of the hotel basically putting me out with my baby at 12 midnight ? No compensation. Nothing.Update: around 2 am the alarms were still going off. Alexander at the front desk said if I checked out then, I’d get a full refund so I did. Called for about a week and they kept saying I should receive an email about the refund. Now over a week later they said they changed their mind and decided they won’t be giving any refunds from that night! Just horrible!!!!

My hotel was broken into with a master key and my bags with my car keys were stolen. If you're planning on using this as the hotel for your wedding guests I would stay elsewhere because security here sucks and the general manager is unresponsive. I stayed at this hotel for my friend's wedding with two other young women over labor day weekend. We closed the door behind us and it locked automatically. When we returned, our bags were stolen. Nothing could be done that night because the sheriff's department couldn't come till morning. The daytime manager tried to help us in the morning but was unable to do much. She later told us that a master key was used to get into our room but they couldn't tell when because the key logs were showing all the keys were used at the same time which was inaccurate because we were in and out of the room all day. They couldn't give the officer any useful information because they didn't have security footage of every exit/entrance of the building nor did they have footage of our hallway. Our stuff was eventually found in a ditch in Ventura county but my keys with my key fob were still missing which meant I was stranded in LA County until the dealership services opened up the following Tuesday. Even though it was their fault our stuff was stolen due to their lack of security they still wanted to charge me $100 for the extra night. They kept promising they'll get back to me in regards to comping me for reprograming my key fobs, the extra day I took off from work, changing the locks to my apt., etc. but I still haven't been contacted by their insurance. I've been trying to get a response from the general manager Rick Englehard since October.

This happened almost a month ago and I 'm still fuming about it:Made a reservation through Priceline and wasn 't able to arrive at the hotel before midnight. When I finally got there, the receptionist, whose name starts with an A and ends with an ER, told me my room was no longer available, even though it was paid for in advance. He said that he was new there and didn 't know how to answer my questions and pointed at the general managers card, and said I could try calling them. All he said is that if check-ins don 't happen before midnight that the guest is considered a no-show. I was exhausted so I told him to sell me another room, to which he said he was at capacity. Impossible! They still had my room but wouldn 't let me have it! If this is standard, Sheraton policy, maybe they should consider CALLING their customer to see if they 're in transit! After all, this is what a hospitality company should do, no? I slept in the parking lot that night. I used to be a frequent customer. No more business from me.

I’m giving this restaurant a one-star review because I attempted to cancel my reservation, but my phone died during the process. When I later checked to redo the reservation, it didn't show that I had one with them, so I assumed it was canceled. However, it turns out it wasn't. I called to request a refund since I had been charged, and they outright refused, citing their policy. They showed no concern for my situation, focusing solely on their rules. What happened to customer service? I've stayed at the Sheraton many times, but after this experience, I won't be returning. I will also recommend that others avoid booking there.

Overall, the experience was quite basic and didn’t live up to the hotel’s marketing claims. This establishment seems to have an attitude and unfortunately treats its guests poorly. They impose both a service fee and a delivery fee for room service, which feels excessive. The food quality is mediocre and certainly not impressive, especially considering the price. The pool is small and surrounded by subpar lounge chairs. The lobby bar is decent but not worth the stay. In short, the experience is not worth the cost.