Sheraton Indianapolis Hotel at Keystone Crossing

Our toilet was not clean, there was toothpaste in the sink. I was told housekeeping would be up. We went to the bar so they could go clean. We came back and it was all still dirty. We were moved rooms. This one had hair on the bathroom floor. The bed was comfortable and the shower was great. The pool and hot tub looked so inviting.

Staff at the hotel were very nice. Gym was very good

Parking garage was malfunctioning

The hotel was clean and the staff was friendly. But we didn’t have access to the rooftop like advertised

Definitely NOT a 4 star hotel. Maybe when they first opened it was. Most of it is pretty dated. It was obvious that no one vacuumed my room before I checked in as there was trash and large food crumbs all over the floor. I had to ask for someone to come vacuum it upon arrival. So my first impression was not good at all. The toilet has the weakest flush I've ever seen, which is pretty risky in a hotel setting. The grout in the bathroom was very dirty and the bathroom side of the door was all chewed up and jagged. The pad underneath the ironing board cover wasn't even close to fitting so, when I ironed, it gave my clothes a weird crease that I had to then fix again. They do provide a laundry room but there is no soap or dryer sheets to buy which was a huge inconvenience. Who travels on a plane with laundry detergent? Nobody. I had to drive to a store to buy detergent and dryer sheets. Then you either have to have $2 in quarters or you have to download an app and register with your credit card to use the machines. Can't swipe a credit card to use them. Quarters or the app only, which I found odd. The leading picture for the hotel, with the outdoor terrace and fire table is completely inaccessible unless you rent the boardroom that's attached to it. That was very disappointing. Quite misleading as I was looking forward to sitting out there. You will not be able to! The food in the bar / restaurant is definitely subpar. Only ate there once. I would not go back to this hotel.

Pool was extremely cold! Hot tube was drained and was not working.

Talked to Helen on the phone a couple times before I arrived. Love her! She was so friendly. Pool ran out of towels a lot.

Check-in and check-out were smooth. The room itself was fine. But...the shower head was garbage. That's a $10/two minute fix. One of the elevators didn't work, and another was "glitchy." When we took the stairwell instead of the elevator, it was disgustingly dirty, and hard to find our way out. The door from the stairs into the hall of the second floor was locked. We literally had to go down a floor and cut through the pool area to get to another stairwell to get to the garage. The wayfinding in that hotel is just bad. Finding our way from the parking garage to our room was an adventure. The garage was not secure: the security gate arm was open the entire time we were there. Anyone could get in or out, and this hotel is at a busy mall. And I think a Sheraton should have free parking for guests. Our choices were $25 for valet, $18/night for an insecure garage, or park in the mall parking lot. I expect more from a Sheraton And the hotel itself is not secure. Anyone can come in through the garage and wander the halls at will. No key card necessary. That complete lack of security is dangerous and unacceptable. We've stayed in worse hotels, so I won't call it "Poor." but it was not good.

Hotel was convenient to shopping and restaurants; short commute to downtown. Only disadvantage is valet isn’t 24hrs. Paid for overnight valet but had to park in parking garage which is an additional $20 night.

Quiet, good HVAC, free parking

The room was not as clean as I expected. There was dust on several flat sufaces which meant they were

Our toilet was not clean, there was toothpaste in the sink. I was told housekeeping would be up. We went to the bar so they could go clean. We came back and it was all still dirty. We were moved rooms. This one had hair on the bathroom floor. The bed was comfortable and the shower was great. The pool and hot tub looked so inviting.

The only thing going for this hotel is the location. I’m not sure when the last time the hallways were vacuumed. Our room wasn’t vacuumed and when I tried to call down to the front desk, neither of the phones worked. When I told them they said they just got new phones and must not have been programmed. Someone came right away to vacuum. The room had been updated but still felt old.

Hello, To whom it may concern, I would not recommend this property because of the cleanliness of the room. It stated on the website that the rooms were renovated, and it seems that it was, however the surprise was how dirty it was. Since then, I have let management know about the discrepancies that I had, I stayed in room 718, I came out of town to enjoy family that's living there, typically I stay at the hotel Carmichael. We usually wind up going to Keystone Mall to shop, and this is the reason why I decided to stay at the Sheraton. The dining staff was friendly and attentive. My suggestions to anyone that is reading this to do your own due diligence, it all depends on what kind of person that you are. If you like and more elegant stay I recommend the Hotel Carmichael, which costs more money, but the accommodation is excellent. In saying that if you decide to stay here then I will make sure I double check the room. We had an old sock that was left under the dresser drawer in the room, in addition to the sofa had a wine stain on the cushion, along with a wine stain on the armrest. The room was very dusty, and I have allergies. If you are older, I will not suggest that you stay, the price was very welcome but unfortunately you get what you pay for.

Skip this place!! Our first room the bathroom wasn’t cleaned so we requested a new one. In the new room the bedsheets were stained so we requested to get them changed. Seemed like a small inconvenience until they cleaned our room the next day. We wanted all the towels changed because they smelled funny and they literally just folded them from the ground and put them back as if they were clean and replaced!!! How do I know? Because the two that we used were still wet when we unrolled the “fresh” ones! So gross, who knows what else they just put back. Worst experience, not worth it. Stay anywhere else.

We had a lovely stay. The staff was warm and welcoming, the entire place was clean. The room were also well kept and the beds comfy. The only downside is that breakfast was expensive as well as parking fees.

Upon arrival, the checkin greeter was delightful and friendly. Entering the room, it was dark and no lights had been left on for arrival. It was also humid. We immediately noticed a few flying insects and realized a crank window (that had a sign saying it didn’t work or open) was left open letting humidity and bugs in. But we decided that was fine and it happens. First use of the toilet, it clogged and had to have maintenance come fix it. Next morning, the toilet clogged yet again and had to be called to maintenance. Shower renovation is a nice upgrade I guess, however the shattered tiles and the amount hair found throughout the bathroom were not the most pleasant. There’s also a very bright blue light on the mini fridge with no door in front which illuminates the entire room while trying to sleep. All of this could’ve been forgiven I guess until I noticed on the last morning of our stay that there was no mattress protector on this standard home cloth mattress that had horrific stains over the entire thing. It made me feel a little nauseous. Most hotels have some sort of barrier for this exact reason. Overall, just disappointed for this to be the stay at a hotel at Keystone. The staff were all lovely, and no fault to them. But I was not thrilled with how much this experience cost for what was received.

I felt a bit ignored by the front desk person when I checked out. She asked how our night was and I told her I could hear my neighbor well into the morning talking and watching tv. The walls were thin in that regard. Our bed was so uncomfortable. There was dust all over the room and food and wine from previous person in the fridge still. Overall sanitary but just stuff that seemed over looked. When I told the front desk person, after being ignored for several minutes by 3 people, including what seemed to be a supervisor, she just said she was “sorry to hear” but no more asking or talking about fixing it…just poor service. Especially when it’s a place with a reputation like Sheraton.

First room was really gross. I had to personally clean it and ask for a room change. The walls are really thin too so we heard guests from the room next door. We also received an email stating hot water would be out for a few hours but thankfully it came back on.

Sheets were stained

It was a nice room but the smell was awful after they cleaned Also it was noisy And no microwave

AC didn’t work well but everything else was great

Very small cramped room. No place to put luggage holder.

Big old 1990s style hotel. A bit dated. Nice breakfast . Car parking valet service but really not required as they use multi car park next door. So can you with room key for entry.

There was a noisy sound it's came from the machine or something I don't know from where and I told the receptionist about it nobody doing anything.

We were put in their smallest triangle shaped room. Although nice and clean it was very tiny. Especially the bathroom. Shower floor tile is very slick when wet. The room was quiet.

Perfect location for shops and restaurants. Our room was spacious, clean and comfortable.

The location of the property is great. Live walking the mall and the restaurant options are really good nearby. Serena is a great bartender. The room wasn't up to its usual standard. We were put in a handicapped room, which wasn't what we booked. Had one chair on the same wall as the tv, useless. The shower had no pressure and soaked the floor because it was a walk in shower and the curtain hung 5 inches above the floor

No mention until check-in that there was a $20 per day fee for parking in the parking garage. Only other option was valet parking for $30 per day. Walls were paper thin so the room directly next door had screaming children throughout the night.

Likes: Clean, quiet, walk to mall (enclosed area). Dislikes: dark room - not a lot of lighting

After having another Hotel canceled our reservations when we arrived. We found Sheraton through Expedia. The Staff was amazing and so helpful. And due to this other hotel as they said giving the industry a bad name they comped our parking since originally that wasn’t an an added fee with other place. Truly great customer service after being treated disrespectfully at the other place who didn’t even offer help in locating a new place. When they canceled due to a maintenance issue. Definitely will stay here again!!

Katherine went above and beyond to make our check-in smooth and that our room met our expectations. Thank you!!! Will definitely be back!

I was extremely disappointed! I booked to stay at the Sheraton on Tuesday, November 21, 2023 for a king size bed. When I arrived on Friday, November 24, 2023 @6:30pm, I went to check in and was not made aware of the fact that they changed my room! I did not receive a call or text stating that my room would be switched! When I walked in, me and my fiancé were greeted with two queen beds! The man who checked me in didn’t even mention this to me!! All I was offered was “free parking” when there was already an option for free parking. I would not recommend ANYONE to come here. Great way to treat your paying customers. I would like to be compensated PROPERLY! If they were overbooked, they had plenty of opportunities to make this right and they did not! It was a huge inconvenience and we had to find somewhere else instead.

The check in staff was not very friendly, and then with no hair dryer in the room, once I called Guest Services it took 45 minutes (and a follow up call) to receive a response.

I felt a bit ignored by the front desk person when I checked out. She asked how our night was and I told her I could hear my neighbor well into the morning talking and watching tv. The walls were thin in that regard. Our bed was so uncomfortable. There was dust all over the room and food and wine from previous person in the fridge still. Overall sanitary but just stuff that seemed over looked. When I told the front desk person, after being ignored for several minutes by 3 people, including what seemed to be a supervisor, she just said she was “sorry to hear” but no more asking or talking about fixing it…just poor service. Especially when it’s a place with a reputation like Sheraton.

Bed mattress was dirty. Shower head didn’t fully work Housekeeping showed up at 7A. Checkout is 12P. Maintenance came at 9A. We didn’t call for maintenance. Unorganized and bothersome.

Check in went fine. I got to my room and the bathroom had not been cleaned. I carried everything back down to the front desk. They apologized and gave me free parking and another room. Got to the 2nd room and the air conditioner wasnt working. I left the room for a meeting and was told maintenance would fix it. I came back 2.5 hours later and nothing had changed. I went back down and asked forsome type of compensation. Since I booked through Expedia they said they could only give me a free breakfast and maintenance would be back up. An hour later maintenance came and said they fixed it but temperature hasnt changed. I wouldn’t recommend staying here.

I didn’t appreciate housekeeping knocking on my door at 8 am on checkout asking if I was checking out soon. Other than that, it was good for my business trip.

What was unique was the front desk attendant Katherine M. She was personable and made golf puns in light of all the golfers in town for a tournament (I was not one of them). She provided a very human, kind face to my first stay at this property and I became a member to boot.

So I’m torn on this review because the property was very nice and comfortable while I was stuck a few days in a snow storm. The fact it’s been almost two weeks and I CAN NOT get anyone on the phone to explain why I didn’t get ANY of my 3 incidental deposits. I stayed by myself and no I didn’t have a solo party. I actually made sure the housekeepers only had to tend to the bed and pick up my consolidated trash and towels. I think it’s very unprofessional that I can’t even get a call back or response.

Nice location, very nice hotel

Convenient location for upscale shopping and many choices for breakfast, lunch, and dinner.

Perfect location for shops and restaurants. Our room was spacious, clean and comfortable.

The hotel was located around all the things we needed great access to highway, centrally located

Love their comfortable beds, slept like a baby! Nice area walkable to fashion mall and restaurants. Nice hotel, I highly recommend!

Great location! Access to Fashion Mall and Dining places from the second floor. Staff was super nice.

This Sheraton hotel is in the Keystone at the Crossing Shopping Mall on the north side of Indianapolis and is connected to that mall. The room was clean and comfortable. The staff was welcoming and helpful. You will spend $15 a day to park because it is not permissible to park in the mall parking lot overnight.

Excellent hotel near great shopping!

Amazing customer service and convenient location

Location is great. I’m an Indianapolis native so I’m very familiar with the city. I prefer to stay in this area versus staying downtown. The hotel is also connected to the mall. It’s a modern, clean, and peaceful space. The corner suite we were given was perfect. Staff were relatively friendly for the most part. Overall, no complaints.

Everything was great except my breakfast arrived cold.

The staff was friendly, professional, and helpful. The area was safe and the locals were kind and very friendly as well! The room and facilities were very clean and comfortable. The on-site restaurant had terrific food with plenty of options and service was quick and attentive, both in person and via room servic. (Extra props to Judy on the phone for room service for her great customer service!) My only criticism is that the window shades in my room were electronic and were broken to where they did not block out the light fully but that was only a slight issue. I will be staying here again and soon! I wouldn't stay anywhere else in Indianapolis.

Awesome property to stay at and stag is really nice.

There was a group of about 40 checking in. I was only 1 with a reservation. It seemed to me someone should have come out to help. Eventually they did. I loved the hottub and I was especially impressed with the food and room service!

This was a good experience. The room was very clean and the service was great. We added the breakfast option to our reservation. In the morning when we went to the hotel restaurant, we were promptly seated and given the breakfast menu. Service was prompt and fast. I sure do wish that Sheraton still offered the breakfast buffet. In the past when we visited the Indianapolis Sheraton, we always looked forward to the breakfast buffet - it was exceptional. Overall we had a very good experience. Thanks to the Indianapolis Sheraton team!

We had a lovely stay. The staff was warm and welcoming, the entire place was clean. The room were also well kept and the beds comfy. The only downside is that breakfast was expensive as well as parking fees.

Food and drinks that had to be purchased at every point was very expensive. Shower needs to be updated. Staff was exceptional every where; check-in, valet, bar, café.

Loved the staff, bar restaurant, check in registration was so helpful.

Enjoyed our stay, room had bit of an odd smell when you first walked in, you have to pay for parking if you want to stay closer to the hotel which did not like that very much. Other then that have no complaints room was clean staff was very helpful and friendly. Room service was fast and food was good. Will stay here again if we ever happen to be back in the area.

Amazing except the coffee said Starbucks but didn’t taste anything like Starbucks. Bought a fresh brew in lobby that also said Starbucks. Very weak coffee. Went down the street to a real Starbucks.