sbrower
Feb 7, 07, 12:12 pm
As you may have heard there was a significant fire in the Sheraton NY last night. From my perspective it has been handled very well, under the circumstances, by the management and staff.
Details on fire: From what we have been told, a water pipe ruptured on a higher floor (29?) and caused a short circuit and fire on the 2nd floor. The smoke, at about 4am today, was throughout the entire building (I am on 46). I sleep pretty soundly, didn't hear the alarms, but I heard a muffled announcement through the emergency intercom. [Note: The voice, even in the hallway, was so garbled by the speaker system that it was almost unintelligible. They should fix this.] By the time I heard the announcement they were saying that the fire was under control and the NYFD was requesting that we remain in our rooms. I eventually went back to sleep.
Issues and resolutions: I am sure it was worse for people closer to the fire and/or those whose rooms were flooded by water. For me, the problems were:
A. No room service for breakfast. They advised us, by voice mail, that breakfast in the restaurant was free, but I didn't have time to wait in the line. The club lounge did not have their usual selection, so I just had coffee.
B. No room service for lunch. I usually eat in my room and work between meetings. Not an option today. They gave F&B credit and I went to restaurant.
C. No television. The building has power, but there are limitations due to which electrical system was burned. The TV system is not yet operable. Later they told me that the Pay system was working, not the free system. So watch a pay movie and they will remove the charge.
D. No health club. Water and electrical damage. They said I could go to a nearly commercial facility, pay the daily fee, and they will reimburse me.
E. Interrupted sleep, cumulative effect of inconveniences. If I wanted, I could get their help to get a room somewhere else, but I don't feel like moving. As compensation (their offer, no request necessary) they will give me enough points to constitute a free night.
Attitude of staff: Excellent (with a few average). Okay, you can't motivate every person (phone operator was probably tired of hearing from everyone). But the front desk people, and the security guards, and any management level people in the elevators are *very* helpful.
Unusual note: There are many (over 100?) guests here for the "Starwood General Manager Orientation" meeting. Over lunch I heard some of them say "I guess it would be a good idea to have our people review the emergency procedures when we get back to our respective properties."
Footnote re: upgrade: The "usual" for this hotel. When I checked in yesterday, before the fire, I was given a standard room. Went to the 44th floor reception after check-in (I forgot to use them at the outset) and got upgrade to Club Level room. Not significantly different, but the hotel was full, and they were trying.
Details on fire: From what we have been told, a water pipe ruptured on a higher floor (29?) and caused a short circuit and fire on the 2nd floor. The smoke, at about 4am today, was throughout the entire building (I am on 46). I sleep pretty soundly, didn't hear the alarms, but I heard a muffled announcement through the emergency intercom. [Note: The voice, even in the hallway, was so garbled by the speaker system that it was almost unintelligible. They should fix this.] By the time I heard the announcement they were saying that the fire was under control and the NYFD was requesting that we remain in our rooms. I eventually went back to sleep.
Issues and resolutions: I am sure it was worse for people closer to the fire and/or those whose rooms were flooded by water. For me, the problems were:
A. No room service for breakfast. They advised us, by voice mail, that breakfast in the restaurant was free, but I didn't have time to wait in the line. The club lounge did not have their usual selection, so I just had coffee.
B. No room service for lunch. I usually eat in my room and work between meetings. Not an option today. They gave F&B credit and I went to restaurant.
C. No television. The building has power, but there are limitations due to which electrical system was burned. The TV system is not yet operable. Later they told me that the Pay system was working, not the free system. So watch a pay movie and they will remove the charge.
D. No health club. Water and electrical damage. They said I could go to a nearly commercial facility, pay the daily fee, and they will reimburse me.
E. Interrupted sleep, cumulative effect of inconveniences. If I wanted, I could get their help to get a room somewhere else, but I don't feel like moving. As compensation (their offer, no request necessary) they will give me enough points to constitute a free night.
Attitude of staff: Excellent (with a few average). Okay, you can't motivate every person (phone operator was probably tired of hearing from everyone). But the front desk people, and the security guards, and any management level people in the elevators are *very* helpful.
Unusual note: There are many (over 100?) guests here for the "Starwood General Manager Orientation" meeting. Over lunch I heard some of them say "I guess it would be a good idea to have our people review the emergency procedures when we get back to our respective properties."
Footnote re: upgrade: The "usual" for this hotel. When I checked in yesterday, before the fire, I was given a standard room. Went to the 44th floor reception after check-in (I forgot to use them at the outset) and got upgrade to Club Level room. Not significantly different, but the hotel was full, and they were trying.