Portland Sheraton at Sable Oaks

The property was clean and well kept, with a welcoming feel. There’s a restaurant and bar downstairs that seemed like a comfortable place to unwind, and the staff were friendly, though service was a little slow. Prices seemed reasonable. I didn’t try the food, but it looked and smelled appealing as I passed by. My main issue was the rate, a little over $700 for two nights in Portland, Maine. I know local events and the start of foliage season were driving demand, but it still felt like seasonal price gouging. The stay itself was pleasant, though the value for the money fell short.

The room was clean, but small, and for about $250 a night this Sheraton was a letdown. The sheets barely covered the bed, the pillowcases didn’t fit the pillows, and the TV was outdated, with no way to adjust brightness on its remote. Its internet went out, so we had to call someone to look at it. They handled it well and were hospitable, but dealing with that at night while winding down after a long day in Portland was annoying. Service was the bigger disappointment. My husband called the day before my birthday weekend to ask for a small acknowledgment, maybe a note or towel arrangement. They sounded surprised, transferred him to the manager’s voicemail, and never called back. There was no gesture when we arrived. One front desk staff member really cemented the bad impression. The larger white woman who checked us in seemed uninterested in welcoming guests and had the same attitude the next day. When I called to order room service, she cut me off, told me to speak to the restaurant directly, and sounded annoyed before transferring the call. Later I asked for a couple of water bottles since we’d opted out of housekeeping for our short stay. She said we’d have to come down and buy them. When I asked whether Sheraton usually provides complimentary water, she said it was “only at check-in,” in an unnecessarily rude tone. For a Sheraton, I expected much better hospitality. The hotel could shine with better amenities and service, but the experience felt overpriced and underwhelming. It’s one of the weakest Sheratons I’ve stayed at.

I finally landed in Portland around 2:00am after several days of snowstorm-related flight delays. It was still snowing, I was exhausted, and driving the 60 miles home didn’t feel safe. Earlier that evening I’d checked and seen rooms available, so I went to the Sheraton near the airport without a reservation. The front desk confirmed rooms were open, then said they couldn’t check me in because they had “rebooted the entire system.” I offered to wait a few minutes for it to restart, but they again said they couldn’t help and that I should have called ahead. I understand late-night procedures and system limits, but with the weather, the hour, and rooms confirmed available, it was disappointing that nobody tried to solve the problem, contact a manager, or offer another kind of help. I was trying to make a safe choice by not driving in dangerous conditions. I hope the hotel reviews its overnight procedures for severe weather so other travelers in the same situation are better supported.

Errol’s cheerful welcome when I arrived was a balm in my day. The front desk staff are friendly and know their stuff. As usual, the food was tasty and plentiful. This is one of Marriott’s best hotels.