I chose Sheraton, over many other hotels in the same area for our 1-night layover in O'Hara, because I thought I would minimize the chance of having a bad shuttle bus experience by selecting a well-regarded hotel chain. Little did I know I'd come to regret the decision very much. My wife (my wife and I, with two young kids) waited for over an hour to be picked up by the Sheraton shuttle bus, after a 11-hour international trip back from Europe. This could have been avoided if the hotel staff (responsible for arranging the shuttle service) had done her job and told the bus driver that we were waiting at Terminal 5, after I've called twice ahead to confirm the pickup. This complete failure on the part of the hotel staff in simple communication, especially after the guest has called ahead to arrange the pickup, is simply unacceptable and should never be associated with a name like Sheraton.