Sheraton Samoa Aggie Grey's Hotel & Bungalows

Our check in was amazing. The concierge and boys at reception were extremely helpful and caring! Staff at breakfast were amazing! Even tipped 2 guys who were constantly ensuring everything was okay.. However. The young girls who worked at reception. Disgustingly rude!! One woman who I won’t mention her name, she had cut me off numerous times especially when I was asking for the Operations Manager’s name to thank her as we were contacting via email. The girls who were staff, all around the hotel were so disgustingly disrespectful. They had been stating at my skin, which I have eczema and were giving me evil looks which was very uncomfortable and uninviting. The pool bar was down but the guys who were bartending from the main restaurant came over and served as normal and was so helpful. Overall, my stay was okay. The management had allocated us a beautiful room, which accommodated to my requests made prior. Customer service just needs to be worked on a bit more.

This was by far the worst hotel experience I’ve ever had. We booked two rooms for five people and from the moment we arrived, the problems began. • We had five suitcases, and only one staff member helped—so of course we pitched in ourselves. We carried everything down three flights of stairs, then had to haul it up another full flight to get to our room. There are no lifts. • None of the electrical outlets worked in either room. • Both showers had freezing cold water with barely any pressure—completely unusable. • Despite multiple requests, we were only given three towels for five people on three out of four nights. • On both visits to the pool, no beach towels were available. • Bottled water was supposed to be included daily—this never happened. • Reception was completely unhelpful. Calls went unanswered, and even after three in-person visits and downloading their app to escalate, nothing was actioned. The rooms were absolutely filthy—floors dirty, bathrooms discoloured and yellow, cupboards falling apart. It felt like no proper cleaning products were being used at all. This hotel does not meet even basic expectations for comfort, cleanliness, or service. Do not waste your money—there are far better options in Samoa.

Extremely disappointing stay — not up to the brand’s usual standards I stayed for 8 nights and had a genuinely poor experience that didn’t reflect the high-quality brand this hotel represents. • The pool was consistently murky and cloudy, which is a serious health and safety concern, not to mention uninviting. It was full of leaves and debris, and I never once saw it being cleaned. I raised the issue with staff, was asked for my room number, and told it would be passed on — but nothing changed. • The pool bar never opened once during our entire stay, which was really disappointing given the warm weather and resort setup. • Housekeeping was unreliable — on two separate days, our room wasn’t serviced at all. We had to ask at reception just to get fresh towels. There was no schedule to their cleaning some days they would turn up at 9:00am and the next could be turning up at 5pm. • They also regularly ran out of pool towels, which added to the frustration when trying to use the facilities. • On top of all that, our bathroom had mould around the seals and bath which is something no guest should have to deal with. For a hotel operating under such a well-known, premium brand, this stay was far below expectations. The lack of cleanliness, poor service, and unaddressed issues made it a frustrating and disappointing experience. I won’t be returning unless major improvements are made.