Very Nice Hotel with TERRIBLE Customer Service
My goal as always is to give an accurate description of the hotel and our experience. The Sheraton Phoenix Downtown Hotel is Lovely. Large windows, lots of seating areas, centrally located with your standard nice rooms. However the customer service in the hotel is terrible. If you are not dressed to impress in your finest business attire then do not expect the hotel staff to take you seriously or give you the time of day.
My husband and and I were in town for a conference that he was speaking at. I called ahead to confirm that check-in was at 3PM and ensured that we were good to go. The person on the phone said um yeah check in is at 3PM. When we arrived at 3:35PM we were given the up down look over by the lady at the counter who was checking us in. She informed us that our room was not available and offered to DOWNGRADE us at no charge, or we could wait for an hour and a half for our room to become ready. My husband asked what time check-in was and the issue with the rooms not being ready. She explained that housekeeping had not gotten to it yet. I asked the lady at the counter if there was not any other same cateragory room available in the entire hotel as we would not want to downgrade or wait with an infant in the lobby for over an hour. She looked irritated at this request and asked again if we wanted the double bed room instead of the king that we had requested, we replied "no". She then magically found a King Room. it was a handicap room, but a king. 
On our way to the elevators and the room I noticed the well placed advertisements offering starbucks refreshments in the hotel and decided to go once we were settled in to our room. When I came downstairs I looked around and then went to the concierge desk to ask directions. After waiting for the concierge desk employees to finish their personal conversation, i asked if the starbucks was in the lobby, she replied yes, i then asked where, she replied "around the corner" .... so i motioned as to the direction and she mmm-hmmmd... I stood at the counter for a few minutes waiting for someone. then i see the employee coming to stock the cold cases. she asked was i waiting for a drink - yes. she replied "we are open at six am" oh. --> back to the concierge desk. asked if she could point me to "an open starbucks" she replied across the street.... i am not sure if this person thought i lived in downtown phoenix or didn't realize that the hotel has more than one side to it with multiple exits so i inquired again.... she replied "the arizona center" oooooh once again.. i don't live here, work here, and am asking simple questions. 
When I returned to the hotel I spoke with Duncan the manager. He did a good job of acting shocked and abhored with the customer service in the hotel and promised that the hotel would exceed any and all expectations from that point forward. However, any customer service could have exceeded my expectations at that point. Nothing was done. Nothing else was said. We will not be back. We mentioned to the conference planner that we would never want to stay at that location again as the hotel employees seem to only care about people dressed in business clothes and who does that on Sunday when you are not working?