Starwood Preferred Guest - Front desk agent abuse at Sheraton Waikiki

I happened to stay at the Sheraton Waikiki on the way to Princeville last week... I was only in Waikiki for a day but during that short period I witnessed an incredible amount of anger railed against those poor front desk people.

Sheraton Waikiki is one of 4 Sheratons in Waikiki and clearly at the low end. Seemed to me that they were understaffed as there was always a line at check-in/out.

But some of the people I saw yelling at the Sheraton employees were beyond unreasonable. I saw one woman holding up a line of 20 or so people for over half an hour (she was still there when I left) while she argued about the rate she had been given. She wanted a 35% discount off her already discounted room rate. The staff was trying to explain the different rates but she was irate and passionate about the situation. If she acted like that anywhere else she would have a restraining order against her.

The Hawaiian Front Desk people remained calm but it was embarrassing to witness.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">I saw one woman holding up a line of 20 or so people for over half an hour (she was still there when I left) while she argued about the rate she had been given. She wanted a 35% discount off her already discounted room rate. The staff was trying to explain the different rates but she was irate and passionate about the situation. If she acted like that anywhere else she would have a restraining order against her.</font>
Uh-oh.... Sounds like one of those dreaded FlyerTalker types!!! http://www.flyertalk.com/forum/eek.gif


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

And I thought this was a thread about a guest being abused by the front desk agent at the Sheraton Waikiki. http://www.flyertalk.com/forum/wink.gif

Sincerely,

William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

William.
Still on the ball after all these years!!

I found the staff there to be friendly as well. Stayed nearby at the Sheraton Moana Surfrider (I have a new favorite hotel now in Hawaii!) and since their pool was under renovation, was allowed to use the other facilities. Sheraton's pool is small but offered an absolutely gorgeous sunset as well as nice breezes seaside.

Lobby is nice in Sheraton but big turn off is the amount of rooms for such a short check in line. Secondly, there are many Japanese tourists here and some Japanese businessman are famous for chewing out help staff for little to no reason, could this have been possibly what you viewed?

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I saw something similar last year at Prince de Galle/Paris. A very obnoxious American was berating the front desk staff very loudly and rude -- demanding his checkout bill to be discounted because he heard of someone else staying there was paying less than he was. Just plain obnoxious and made such a scene. When it was my turn to check-out (after this guy) I apologized to the desk clerk saying not all Americans are like that. We laughed it off and I joked that there is one word very similar in French and English - 'buffoon' and this guy was 'un grand bouffon!'

Actually I only saw Americans yelling at the Sheraton Waikiki staff. There were tons of Japanese there but they were not the really vocal ones.

I just feel bad for the staff really... it is a combination of understaffing and really cumbersome procedures that produce the constant wait. Just to check me out of my room took 15 minutes because they had so much paperwork to do... and that was after a 15 minute wait.