What's wrong with this Sheraton?
I am a SPG preferred member and normally enjoy staying in Sheraton hotels. I've been around enough to have experienced different Sheraton hotels in US. I stayed in neighboring Hilton hotel for 6 nights for a conference and my wife flew up to join me for the remaining weekend so we're staying in Sheraton (2 blocks away) for two nights. We're staying in Sheraton right now as I'm writing this review. Let's start with positive. 
Positive
1. Rooms are up to Sheraton standards. Nice view (19th floor deluxe king room), comfy beds, big floor plan, clean. 
2. Location is perfect for anyone visiting downtown Seattle. 
Negative
1. Too busy. Long lines at front desk, takes more than 90 seconds to reach anyone(operator, guest services, house keeping, front desk, etc) on the phone from the room. 
2. No fridge in the room. Only minibar. 
3. No free internet.
Now, I don't want to include this personal experience in the general negative category, but this experience so far staying in this Sheraton is not very pleasant. We arrived at 3PM (their advertised check in time) with a deluxe king bed room reservation made over a week ago. When we got there with our bags, the front desk said our room was not available and should be ready in 1 hour as she was going to request a room in 18th floor to be prepared for us in expedited fashion. She took down my cell# so we checked our bags in and went out for a walk. I didn't receive any call by 4PM but decided to get back anyway. We got back to front desk at 4:30PM and explained what had happened. The new lady we spoke to said she doesn't know since she wasn't the one I spoke to earlier. She didn't see any notes in her system that had a room being made for us either. 
She ended up putting us in another room on 19th floor of same level. The room was good at a first glance and we went out to hangout and came back late. this morning, we just realized that there were no towels in the bathroom, except for a used single towel hanging on the wall. My wife had already started taking shower so I picked up the phone and dialed "0", got a machine saying my call is very important and to wait. I hung up and tried guest services, housekeeping, and front desk separately, and got the same response. 
With my frustration supressed, I dialed "0" again and waited. After about minute and a half, i got through and explained that there were no towels in the room. The lady apologized and said she will send towels ASAP. After about 5 minutes, I got one shower towel, and one hand towel sent up to the room. I explained to the housekeeping lady that came up that I have no towels in this room and will need more. She got little upset saying that I had declided house keeping for today and now I want more towels. I explained to the lady that there are no towels but she didn't seem to understand but she did bring me another set. So now I have two shower towels and two hand towels. I called back to guest services (after waiting another 90 seconsd on the phone) and all I got was "sorry!" and abrupt hang up. If I gave 90 seconds to talk to her, she should've given me few seconds to let her know of my dissapointment. 
Obviously, this room was not ready and now I wonder what else has not been cleaned. I wanted to request a new room but it'll now be more of a hassle to repack and move. I thought I was upgrading our stay by checking in to Sheraton but it would've been better staying at Hilton. 
I've stayed at some horrible hotels with big names before but my experience with Sheraton has generally been positive so my experience here in Seattle Sheraton to be somewhat odd. I'd expect a hotel like "sheraton" would try to do more here. the "three star" hilton couple blocks away did everything they can (maybe little too much) to make sure I was doing ok. Free internet, free breakfast, top floor room offered to me without even asking...