Starwood Preferred Guest - Kitty litter box and blood on the sheets

Just returned from FL. Wanted to stay at a Starwood hotel near Universal Studios - booked Sheraton Studio City. We checked in, got an "upgraded" room on the 20th floor and it smelled like a kitty litter box. I called down and was told by the first person that "oh, we have floors reserved for people with pets, but your floor isn't one of them. You must have had a room where someone who has stayed here before with pets just didn't know...please let me connect you with the front desk." Then the front desk said "We don't allow pets here. I don't know why your room would smell." They then moved me to a room on the 18th floor. It was now 11:30 p.m. and we were too tired to complain about the overwhelming smell of room deoderizer. I did, however, complain when I went to climb into bed and there were blood stains on the sheets. A maid was sent up to change them, however they did not move us this time. The next day we understood why the room had been sprayed because it smelled like smoke. The maid service sucked. For example: We left the room and the do not disturb sign was on the floor in the middle of the room (don't know how it got there) but it was in the same spot when we returned. The toliet did not flush right. The tv had a buzzing noise.
They did give us breakfast buffet vouchers for our "trouble". We were supposedly on a special preferred floor. From what I can see, it was a floor that required you to use an elevator key to get to a Motel 6 room. Oh, we did check out the club "lounge" which was just a regular hotel room (small) that had a short counter with a plate of fruit and a steamer of egg rolls in it. There were also cans of pop available with an ice bucket and nothing to scoop out the ice so who knows what hands were in that ice. Certainly not up to par with what I'd even offer the lumbering weekend warriors my husband has come over to play cards on a spur of the moment visit. There was no one there "manning" the room to pick up dishes in the club lounge so it was a pretty unpleasant sight to see used plates sitting around especially in such a small room.
We asked for the 4 p.m. late checkout and they gave us a blank look and refused. However, with nagging we were "allowed" to stay until 2 p.m. for checkout.
Big thumbs DOWN for this hotel. It's really an embarrassment.

100% for sure write a letter and invoke the Sheraton Service Promise.

Since you have checked out I am not sure if you would take it up with the hotel or just call customer service. I'm sorry I don't now the number. I know someone "Lurking" around here will likely be able to provide it http://www.flyertalk.com/forum/wink.gif

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Wanted to stay at a Starwood hotel near Universal Studios - booked Sheraton Studio City..</font>

Thanks for posting this .. this hotel comes on my "DO NOT STAY THERE LIST"...

Are you an elite member of the Starwood Preferred Guest program, ormsby2003?

If so, what level are you?

[This message has been edited by Canarsie (edited Feb 25, 2004).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Canarsie:
... the Hilton Los Angeles/Universal City next door ... I have stayed there many times (sometimes with a view of the Sheraton below) and highly recommend it.</font>
wow you have "outstanding" eyes: you are able see from the West coast to the East coast http://www.flyertalk.com/forum/smile.gif .


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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by LH738:
wow you have "outstanding" eyes: you are able see from the West coast to the East coast http://www.flyertalk.com/forum/smile.gif .</font>

I thought I changed my original post in time.

Aaaargh!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Canarsie:
Are you an elite member of the Starwood Preferred Guest program, ormsby2003?

If so, what level are you?

[This message has been edited by Canarsie (edited Feb 25, 2004).]</font>

Canarsie - we are Gold status.

As for Lurker, I am not trying to "conjure" him for help. I just want to warn others about this hotel and spare a "flyer" friend a headache or two. http://www.flyertalk.com/forum/smile.gif

I've learned so much here. Tidbits like this help everyone make better travel plans and inspire hotels to remember their customers talk.....

FWIW, I've stayed at this hotel, at a very decent rate, and found it to be quite pleasant for the price. As Gold, received two drink coupons at check-in and two complimentary breakfast certificates.

Clerks & bartenders seemed friendly (see below) and I noted no particular housekeeping deficiencies, other than what might be expected of older hotels and, as is typical of franchised Sheratons, a little on the funky side. I think this used to be a Ramada, Holiday Inn, or Clarion-type hotel.

The only problem was the service at breakfast -- bordering on the surly. Windows at the top levels needed to be cleaned.

There are definitely better SPG alternatives in Orlando, but c'mon -- it's not THAT bad. Personally, I NEVER expect much more than a Four Points when I stay at Sheratons (except in Europe). Just too variable and often not worth the $. If you want better, choose a Westin.... I've (almost) never been disappointed at a Westin.

Just another opinion.

lux

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


I think this used to be a Ramada, Holiday Inn, or Clarion-type hotel.

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That says it all. Former Ramada properties should be avoided like the plague.

This could be a nice hotel if only....

We stayed at this dump about two years ago & it was a nightmare with a capital N, we were rapidly awarded our points back & we've never gone back... It was THAT bad. Let's just say we stood in the lobby of the hotel from 11:30pm to 3am with about 30 other people... apparently the woman at the desk was on her first night AND SHE WAS THE MANAGER! She didn't know how to check people in & she didn't know how to cut keys.. The bartender started serving drinks around 1:00. They were the only two employees in the entire hotel...

This was only the beginning of our weekend there http://www.flyertalk.com/forum/frown.gif

I don't doubt the OP had a terrible experience, it sounds bad...

I stayed in this hotel in April of 2002, and one time after that. I have usually gotten a rate of about $80 which seems quite good. Sometimes you have to ask a couple of times for your benefits, but I have even gotten appetizers at the bar when the club lounge was closed during the week. I did not notice any housekeeping problems on my stays. For $80 a night with full breakfast in the restaurant it wasn't bad--stayed as Plat. I don't know also if the management has changed, sometimes that can impact things.

Totally agree with this comment. Sheraton has tried to improve its image, but Westin is far, far above most Sheratons in terms of quality. Many Sheratons are showing their age and not well.


<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by luxurio:
FWIW, I've stayed at this hotel, at a very decent rate, and found it to be quite pleasant for the price. As Gold, received two drink coupons at check-in and two complimentary breakfast certificates.

Clerks & bartenders seemed friendly (see below) and I noted no particular housekeeping deficiencies, other than what might be expected of older hotels and, as is typical of franchised Sheratons, a little on the funky side. I think this used to be a Ramada, Holiday Inn, or Clarion-type hotel.

The only problem was the service at breakfast -- bordering on the surly. Windows at the top levels needed to be cleaned.

There are definitely better SPG alternatives in Orlando, but c'mon -- it's not THAT bad. Personally, I NEVER expect much more than a Four Points when I stay at Sheratons (except in Europe). Just too variable and often not worth the $. If you want better, choose a Westin.... I've (almost) never been disappointed at a Westin.

Just another opinion.

lux</font>

Those breakfast vouchers are a joke. Most Hotels give that away for free. Cold ceral and a bagel is not worth it to me.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by janhigginskcmo:
Those breakfast vouchers are a joke. Most Hotels give that away for free. Cold ceral and a bagel is not worth it to me.</font>

Actually it was full buffet breakfast.... And most hotels give away breakfast?? That's news to me. Most MOTELS maybe. EconoLodges and Hampton Inns, perhaps. Full-service hotel make a lot of $$ off business travellers eating breakfast, so no, most hotels do not comp as a matter of course.
lux

Sorry your experience wasn't good.

I stayed there back in January and while not as nice as other, newer hotels I have stayed it, it was clean, the staff I encountered were friendly, and the kids got a kick out of the funky 30's movie themed decor, and the specially lit exterior that coudl be seen for miles. And free popcorn in the lobby.

Being a circular building, the pie-shaped rooms are a bit smaller than rooms in rectangular building. The rooms did have the new Sleeper beds.

Rate was a bargin at $69 - a special rate for the kids sports team we were there with. The clerks made a point of telling us about the Sheraton Promise when we checked in. There was no need to envoke it.