“This is just a general critique. My wife and I stated at your hotel for 2 weekends in a row. We got Ocean Front Suites both times. Our overall experience of this hotel is that it has the potential to be one if the greatest hotels in Guam. The architecture is great. The water ways at the ground floor are great but still need a lot of work in terms of pump maintenance and cleaning. The infinite pool is the best on Guam in my opinion. The grounds needs landscaping and upkeep for sure. The hard water is also a problem for a lot of your fixtures. The shower fixtures are gummed up making shower spray very ineffective. Furthermore, it causes a lot of verdigris buildup and flaking of chrome covered surfaces making fixtures appear unsightly. Getting a water softening system would save a lot of money in the long run in regards to repairs. As it currently stands, there is no room service, or none that I could call for. Overall, the hotel looks like it's seen better days and needs a whole rennovation. I see construction being done on the rooms, but to what extent and is it effective? The suite rooms carpets were stained. Recommend removing carpet and going with a nice laminate with an area rug. Easier to clean/sanitize and area rugs can be shampooed/replaced. The first room, 751, hot water wasn't working in shower, probably a mixing valve problem. The next room we stayed in, 951, shower was warm, but shower head was gummed up with hard water deposits rendering it, essentially, useless. Various fixtures and faucets in both rooms need attention. On a good note, the reason we stayed twice was the view, the hot-tub on the balcony (A BIG HIT and a big seller) and the infinity pool and family pool. All staff I interacted with was friendly. The view from the room has been the best so far out of all the hotels I've stayed at. So far I've stayed Tsubaki Tower, PIC, Onward and Hyatt. As I've said, this hotel has the potential to be one of the very best. You're already at a disadvantage in that it's not on the Tumon strip, so you need to make up for that in amenities and luxury. I understand this pandemic has plagued revenue, but his hotel needs a cosmetic overhaul and a grand re-opening. For us locals, we understand the situation and can be forgiving, but the tourists will not, and they're, normally, supposed to be your number 1 source of income. Only reason I'm giving service 2 stars is because of the fact that there isn't enough staff for amenities like good room service, more restaurant options, etc.”

“Have not stayed yet, as our reservation is not until next month (May 2022), but the reservation agent, her name is Karen, was slightly rude over the phone. Definitely not a good first impression. With Sheraton being rebranded to RIHGA, hopefully some of that Japanese hospitality will be passed down to the existing employees. Would recommend booking online to avoid this Karen.”