Bigshaker
Mar 5, 03, 11:08 pm
Well, this was one of my worst stays at a Sheraton to date. The trip started off bad and only got worse:
-at check in no suites, confirmed this with reservations so no big deal
-my non-smoking room smelled like a New York Bar
-I flew from the West Coast and had a 7:00am EST meeting. Went to the Club Lounge at 6:32 am (supposed to open at 6:30) and was told they were running behind, no coffee or food for at least 10-15 minutes.
-Couldn't wait so left for the meeting at 6:37pm (3:37am PST, the first day is always the worst) really needed a coffed before I left.
-Informed the front desk of the Club Lounge not being ready. Asked for the Sheraton Promise. No offer was made so I said bonus points would be nice, have to leave now.
-arrived back in the room at 3:00pm. No message from the front desk offering anything or saying sorry.
-per a letter in the room mentioning the "Promise", left a message for the hotel Mgr Paul Breslin. His assistant left a message back and offered 2K SPG.
-Paul himself reached me and I told him I appreciated them following up and also how important a coffee and muffin were at 6:30 (3:30PST) on my first night from West to East.
-I thought this was the end.
-Went to the front desk and asked where to find an ATM. Told upstairs.
-ATM not working, out of servie (not my card but machine).Things happen, no big deal but....
-Went back to front desk, told them about ATM, presented my ID, CC and Plat Card, said I am a Plat in room#XXXX and I would like to cash a check. Told yes sir you can cash up to $50. I said no, I need $150 and I am allowed to cash that amount (I actually think its more like $300 for a PLAT or maybe that is Marriott??) Argued with her.
-Finally given $150
-5:35pm. Meeting a co-worker at 6:00pm. Said lets meet in the Club Lounge.
-Went to Club lounge. Not open. Hours says 5-8pm
-Told by staff cleaning the lounge that they would be open in 20-30 minutes
-Asked front desk hours of lounge, confirmed 5-8pm
-Left nasty message from hotel MGR Paul Breslin.
-arrived at hotel after dinner. Went to pay for co-workers valet. (he was at Marriott Suites...if only I had stayed there). Charge was $10. Gave a $50. Given $10 change. Said, excuse me, I gave you a $50. Given $30 dollars change. Excuse me, $50 minus $10 equals $40???????
-Received 3 messages in room after dinner. All saying sorry and what can we do.
-I am disgusted by this property.
Now, here is the other info that I found out. The Club lounge was used for a meeting today. They took money because I guess they were out of meeting rooms. I understand that revenue drives a business but if this is the case don't tell me at check-in where the lounge is and the hours tell me its closed.
-This hotel rolled the dice, took money for the lounge and screwed its business customers. They have now lost me as a customer and at least the 14 staff I have that are all Plat's and travel 200 days a year (another story).
2K points isn't good enough for this. I hope this email deters many of your from staying here.
What should this hotel offer me in the way of "Promise" points (other than a refund)
Bigshaker
-at check in no suites, confirmed this with reservations so no big deal
-my non-smoking room smelled like a New York Bar
-I flew from the West Coast and had a 7:00am EST meeting. Went to the Club Lounge at 6:32 am (supposed to open at 6:30) and was told they were running behind, no coffee or food for at least 10-15 minutes.
-Couldn't wait so left for the meeting at 6:37pm (3:37am PST, the first day is always the worst) really needed a coffed before I left.
-Informed the front desk of the Club Lounge not being ready. Asked for the Sheraton Promise. No offer was made so I said bonus points would be nice, have to leave now.
-arrived back in the room at 3:00pm. No message from the front desk offering anything or saying sorry.
-per a letter in the room mentioning the "Promise", left a message for the hotel Mgr Paul Breslin. His assistant left a message back and offered 2K SPG.
-Paul himself reached me and I told him I appreciated them following up and also how important a coffee and muffin were at 6:30 (3:30PST) on my first night from West to East.
-I thought this was the end.
-Went to the front desk and asked where to find an ATM. Told upstairs.
-ATM not working, out of servie (not my card but machine).Things happen, no big deal but....
-Went back to front desk, told them about ATM, presented my ID, CC and Plat Card, said I am a Plat in room#XXXX and I would like to cash a check. Told yes sir you can cash up to $50. I said no, I need $150 and I am allowed to cash that amount (I actually think its more like $300 for a PLAT or maybe that is Marriott??) Argued with her.
-Finally given $150
-5:35pm. Meeting a co-worker at 6:00pm. Said lets meet in the Club Lounge.
-Went to Club lounge. Not open. Hours says 5-8pm
-Told by staff cleaning the lounge that they would be open in 20-30 minutes
-Asked front desk hours of lounge, confirmed 5-8pm
-Left nasty message from hotel MGR Paul Breslin.
-arrived at hotel after dinner. Went to pay for co-workers valet. (he was at Marriott Suites...if only I had stayed there). Charge was $10. Gave a $50. Given $10 change. Said, excuse me, I gave you a $50. Given $30 dollars change. Excuse me, $50 minus $10 equals $40???????
-Received 3 messages in room after dinner. All saying sorry and what can we do.
-I am disgusted by this property.
Now, here is the other info that I found out. The Club lounge was used for a meeting today. They took money because I guess they were out of meeting rooms. I understand that revenue drives a business but if this is the case don't tell me at check-in where the lounge is and the hours tell me its closed.
-This hotel rolled the dice, took money for the lounge and screwed its business customers. They have now lost me as a customer and at least the 14 staff I have that are all Plat's and travel 200 days a year (another story).
2K points isn't good enough for this. I hope this email deters many of your from staying here.
What should this hotel offer me in the way of "Promise" points (other than a refund)
Bigshaker