Thanks for the comments. I was not aware of the liability differences in Europe, so that could certainly play into this.

I completely agree that Sheraton should view this type of problem as their issue, independent of their franchise agreements...I am not sure how to elevate above the liability manager that I am currently in conversations with in White Plains.

I have not involved my company yet (a very large upstate NY company, so that could help), although I think that may be the only next step that could produce results...

The thing that is driving me crazy is that all Sheraton has to do is make one phone call or inquiry to my colleagues to immediately realize that the hotel GM is lying - I just can't get them to do even that cursory level of investigation - they always return to the property and - surprise - get the same answer.

I am struggling with the value of the Sheraton brand, and what it actually means at this point - maybe all hotel chains are exactly like this in this day and age?