kelleek
Jan 7, 06, 10:24 am
I would like to start by saying that I love Starwood. I have been reading views on this site for over a year, but never had much to say. However, after a recent stay at the Sheraton Resort Key Largo I wanted to toss some information out to others about our recent stay.
The rooms themselves are nice, and we loved the grounds with all the trees and flowers -- especially around the pool. However, we were disappointed upon arrival of some of the misleading statements and amenities listed on the website. For instance, the first line of the hotel overview reads “With natural hardwood hammocks overlooking the intimate white sand beaches of Key Largo.” Yet, we did not find a single hammock on the grounds.
The website also mentions Parrot's Tapas Bar. We were very excited to dine on Tapas our first night there. When we arrived to the Bar, the menu consisted of a couple sandwiches and appetizers. All of about six items -- none of which were Tapas. When I questioned our server/bartender to find out if there was another Tapas menu that we were missing. He told us no, that he hears that question from guests quite often, but don’t hold him responsible because he "did not name the damn restaurant." Since the Café was closed for the evening, we were stuck with the few items on the “Tapas” menu, as we were not interested in fine dining at the only open restaurant on the grounds. We found it very frustrating that the only dining option after 5:00 PM is fine dining.
The big issue came when partway through our stay our toilet clogged. We called maintenance and they quickly came to fix the issue. He then informed us he called housekeeping to clean up the bathroom right away because there was quite a mess on the floor from the plumbing issue. We heard him call and decided to go to lunch so that housekeeping could clean up he mess. This was at about 11:30am. Returning at 12:45 I was disappointed to see they had not been there yet, so I called the guest service from our room and was again told that someone would be right down. We left our room and headed down to the beach to lie in a hammock and relax (of which I already mentioned there are none). We returned to our room at 4:30 and housekeeping STILL had not cleaned up the floor. Getting more angry I headed down the front desk and waited while he contacted the housekeeping supervisor. After about 10 minutes of waiting for her to come up to see me, another front desk person informed us that she had gone to our room. So I headed back to the room, but no one from housekeeping was there. My husband informed me that someone had just come in and asked if we needed service. He told her we didn’t need service, but we need the bathroom floor cleaned because we could not use it with the mess the way it was. Evidently she did not understand because all she did was give us new towels.
I then went to find the housekeeping supervisor myself. There was a group of housekeeping staff standing just a few doors from us, so I went over and asked if someone could get her for me. Turns out I was talking to her. I told her that we have been waiting five hours for the filthy bathroom floor to be cleaned. I told her that housekeeping was contacted three times and I wanted to know what it was going to take to get it done, because we would like to be able to use our bathroom again. The housekeeping supervisor snapped back informing me that this is the first she has heard of it, and that when housekeeping went in minutes earlier, they were told we don’t need service. I told her we don’t need full service, we need the crap cleaned up off our floor so that we can use our bathroom. Before I could finish she cut me off telling me that she would send someone over. So, when housekeeping did return, we tried to explain to her that we needed a mop and cleaner for the floor. Unfortunately, the housekeeper’s English skills were not strong enough for her to understand what we needed. At this point to was furious. I did not understand what the issue was, if the housekeeping supervisor was informing them that we needed something done, why couldn’t she explain exactly what needed to be done. She should have been with the housekeeper, in the room, explaining and ensuring that it is cleaned properly, since the housekeeper was obviously not comprehending what the issue was.
Once the floor was finally cleaned, someone at the front desk said that “it is probably their fault” Looking shocked I thought “probably?” He continued to say “because they don’t speak English very well” To which I told him that it is not the English skills that worry me, it is the fact that it took us repeatedly contacted them and that it was five hours of dirty plumbing water on our floor!
The most frustrating part of this issue was the lack of apology and attempt or offer to make it right. So much for the Sheraton Service Promise!
The rooms themselves are nice, and we loved the grounds with all the trees and flowers -- especially around the pool. However, we were disappointed upon arrival of some of the misleading statements and amenities listed on the website. For instance, the first line of the hotel overview reads “With natural hardwood hammocks overlooking the intimate white sand beaches of Key Largo.” Yet, we did not find a single hammock on the grounds.
The website also mentions Parrot's Tapas Bar. We were very excited to dine on Tapas our first night there. When we arrived to the Bar, the menu consisted of a couple sandwiches and appetizers. All of about six items -- none of which were Tapas. When I questioned our server/bartender to find out if there was another Tapas menu that we were missing. He told us no, that he hears that question from guests quite often, but don’t hold him responsible because he "did not name the damn restaurant." Since the Café was closed for the evening, we were stuck with the few items on the “Tapas” menu, as we were not interested in fine dining at the only open restaurant on the grounds. We found it very frustrating that the only dining option after 5:00 PM is fine dining.
The big issue came when partway through our stay our toilet clogged. We called maintenance and they quickly came to fix the issue. He then informed us he called housekeeping to clean up the bathroom right away because there was quite a mess on the floor from the plumbing issue. We heard him call and decided to go to lunch so that housekeeping could clean up he mess. This was at about 11:30am. Returning at 12:45 I was disappointed to see they had not been there yet, so I called the guest service from our room and was again told that someone would be right down. We left our room and headed down to the beach to lie in a hammock and relax (of which I already mentioned there are none). We returned to our room at 4:30 and housekeeping STILL had not cleaned up the floor. Getting more angry I headed down the front desk and waited while he contacted the housekeeping supervisor. After about 10 minutes of waiting for her to come up to see me, another front desk person informed us that she had gone to our room. So I headed back to the room, but no one from housekeeping was there. My husband informed me that someone had just come in and asked if we needed service. He told her we didn’t need service, but we need the bathroom floor cleaned because we could not use it with the mess the way it was. Evidently she did not understand because all she did was give us new towels.
I then went to find the housekeeping supervisor myself. There was a group of housekeeping staff standing just a few doors from us, so I went over and asked if someone could get her for me. Turns out I was talking to her. I told her that we have been waiting five hours for the filthy bathroom floor to be cleaned. I told her that housekeeping was contacted three times and I wanted to know what it was going to take to get it done, because we would like to be able to use our bathroom again. The housekeeping supervisor snapped back informing me that this is the first she has heard of it, and that when housekeeping went in minutes earlier, they were told we don’t need service. I told her we don’t need full service, we need the crap cleaned up off our floor so that we can use our bathroom. Before I could finish she cut me off telling me that she would send someone over. So, when housekeeping did return, we tried to explain to her that we needed a mop and cleaner for the floor. Unfortunately, the housekeeper’s English skills were not strong enough for her to understand what we needed. At this point to was furious. I did not understand what the issue was, if the housekeeping supervisor was informing them that we needed something done, why couldn’t she explain exactly what needed to be done. She should have been with the housekeeper, in the room, explaining and ensuring that it is cleaned properly, since the housekeeper was obviously not comprehending what the issue was.
Once the floor was finally cleaned, someone at the front desk said that “it is probably their fault” Looking shocked I thought “probably?” He continued to say “because they don’t speak English very well” To which I told him that it is not the English skills that worry me, it is the fact that it took us repeatedly contacted them and that it was five hours of dirty plumbing water on our floor!
The most frustrating part of this issue was the lack of apology and attempt or offer to make it right. So much for the Sheraton Service Promise!