Starwood Preferred Guest - Pesky Orange/Brown Stains

I don’t believe that I am generally paranoid about hotel cleanliness, nor am I seeking more “free bonus points” after my recent Sheraton Cape Cod fiasco. However, I am now beginning to wonder if it is just me or are others encountering dirty linens more often also. I have had several *wood stays since Cape Cod and all have been generally good until this morning when I discovered some pesky orange/brown stains on the linens I had slept on last night at the Westin Waltham. I was upgraded to a “preferred room” on the third floor with a great view of Toten Pond, I-95, the Best Western, Holiday Inn Express and the Marriott Courtyard (under construction). As it was late and I was tired I peeled off the top comforter from the “Heavenly Bed,” set it aside (as is my custom with hotel comforters) and settled in among the other linens for what turned out to be a great night’s sleep.

However, in the morning when the sheets were a little disheveled and the room was better lit I noticed some very obvious orange/brown stains on the sheet which sat on top of the blanket which sat on the mattress, and on the bed skirt. My first reaction was – what the **** is this? To put it plainly, it irks me even now. I know it is hard to keep white linens clean and you don’t expect hotels to completely strip a bed after each guest; but if there is an obvious problem (as this one was), you shouldn’t expect guests to pay $90 to sleep on it either. Again, I don’t believe that I am becoming paranoid over this issue nor am I seeking more bonus points, but when 2 out of 8 stays so far this year turn up dirty linens I am beginning to wonder about the standards of hotel cleanliness. Are we now going to have to walk around with our own linens and U/V lamps?

I was staying at the W San Fran a few months ago, and picked up the cordless phone to make a call. Being as dark as it is at W's, I didn't know that it was covered with this transparent sticky 'goo'. We're NOT talking about mere coffee or orange juice!

I was in a hurry, but called WHATEVER/WHENEVER to have them clean it up. I didn't have the nerve to say what I thought it was. They eventually did, but I never dared use the phone again. Now, I'm suspicious of hotel phones and their cleaniness.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BajanYankee:
...you don’t expect hotels to completely strip a bed after each guest;...</font>

Since when? If you encounter a situation like this, you need to call Corporate Services and report it. That's the only way we will know about it. 1-800-328-6242.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

In my view, completely striping a bed would entail removing all the bed clothes including the comforter or spread and the bed skirt (if there is one). In which case you are left with nothing but the mattress. As far as I know (and have heard), hotels genenerally leave comforters and bed skirts in place for months (some might say years). In my case the stains were on one of the sheets and trailing on to the bed skirt. At least the sheet should have been removed in a normal cleaning after the last guest; and the bed skirt should have been removed immediately if they saw the stains. Thanks for the *wood contact information, but I was wondering if you could pass on the criticism since in a subsequent "happy stay" thread here you were only too quick to confirm that you were passing on the kudos. I rather not be the victim of staff's revenge if I have to return to this property in the future.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Starwood Lurker:
Since when? If you encounter a situation like this, you need to call Corporate Services and report it. That's the only way we will know about it. 1-800-328-6242.</font>

William,

I frequently encountered soiled duvet covers at the W New Orleans. While I don't expect standard bedspreads to be changed / dry-cleaned between each guest, these are usually meant to be removed from the bed before sleeping.

Duvet covers, on the other hand, are designed to be washed (rather than drycleaned) and are an integral part of the bedding. I was shocked, after a telephone call to Housekeeping, to learn that the duvet covers were NOT washed as a matter of course between guests. They were only washed "when they appeared dirty".

I spent upwards of a month in my guest room - and the duvet cover wasn't changed once. At home, we change ours once a week, minimum.

Does this bother anyone else as much as it does me?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BajanYankee:
...Thanks for the *wood contact information, but I was wondering if you could pass on the criticism since in a subsequent "happy stay" thread here you were only too quick to confirm that you were passing on the kudos. I rather not be the victim of staff's revenge if I have to return to this property in the future.</font>

"Happy stays" do not require that a formal complaint be sent to the hotel so they can correct an abysmal situation. I can simply forward your comments since they do not require a follow-up. This, on the other hand, requires input from you as the guest. Sometimes I am able to get Corporate Service files sent on members' behalves, when my schedule and the circumstances permits it. This is not one of those weeks or circumstances. With all due respect, I don't know why you would fear retaliation from a housekeeping staff that probably does not know you from any other guest.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by MatthewClement:
William,

I frequently encountered soiled duvet covers at the W New Orleans. While I don't expect standard bedspreads to be changed / dry-cleaned between each guest, these are usually meant to be removed from the bed before sleeping.

Duvet covers, on the other hand, are designed to be washed (rather than drycleaned) and are an integral part of the bedding. I was shocked, after a telephone call to Housekeeping, to learn that the duvet covers were NOT washed as a matter of course between guests. They were only washed "when they appeared dirty".

I spent upwards of a month in my guest room - and the duvet cover wasn't changed once. At home, we change ours once a week, minimum.

Does this bother anyone else as much as it does me?

</font>

It bothers me, but I'm not sure that matters. But then, what do I know about the daily operations of a hotel. I've never worked in one. http://www.flyertalk.com/forum/wink.gif

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Starwood Lurker:
With all due respect, I don't know why you would fear retaliation from a housekeeping staff that probably does not know you from any other guest.</font>

News travels - particualarly bad news. Who knows what relationships exist between staff who have access to my information and those who don't? I always try not to upset service industry people - particularly those that go behind closed doors to prepare meals.



[This message has been edited by BajanYankee (edited 04-26-2002).]

Ok - this completely skeeves me out.
I stay @ the NY W's a week out of every month and I always ASSUMED that the duvet covers were washed after each guest, not just when they "appear dirty". I think most of us have seen the Dateline episode w/ the black light that exposed the true "cleanliness" of the rooms....I doubt housekeeping holsters a blacklight onto their carts in order to insure that the linens are not covered in the last guest's "personality". Since the covers are basically the same fabric as the sheets- isn't it possible to (especially with paying $250/night) clean the DUVET COVERS AFTER EACH GUEST????

What's next- the havenly bodysuit?

Don't be covered in other people's genetic material, unless you want to be. Protect your bodies from our unclean beds and the mess left the pro boxer who had your room earlier that month, or the accountant who chose the $21.99 all-night viewing special left last night. Our luxurious 300 thread count body cover ensures that your body avoids direct contact with any part of the bedding. Because it's not heavenly unless you can choose whose reproductive material is touching your body.

http://www.flyertalk.com/forum/wink.gif

This is N-A-S-T-Y! I presumed that they washed duvet covers between guests at fine hotels. This is particluarly troubling to me, since I toss and turn and generally make a mess of the bedding and wind up waking up with at least some part of me touching the duvet cover.

YUCK.

I am bringing a UV light next time. I'm NOT KIDDING. YUCK!