Four Points by Sheraton - Studio City - Orlando, FL

5 Night stay

The property has two speeds, free and upgraded higher speed for $9.95. No notice in room or on the sign in page about charges for Platinum guests or not. I selected the higher speed.

On the second day I asked for a copy of my folio. There were more than two high speed charges posted. I was told there was a system problem and that each time you connected it charged. The staff member said, "I will take the extra charges off for you."

I inquired about the free access for Platinum's and was told, "That's what our free service is for." Had the usual, highest speed discussion. After the third refusal I mentioned I would come back later and she asked me to wait, went to talk to the front desk manager, returned and said, you are right, I will credit the charges.

I called the FDM later that morning and discussed it and she told me that the staff would get proper training right away.

Checkout day:

More multiple internet charges daily had posted with nothing credited. Exactly the same conversation as the first one with the refusal to credit, etc. She went to check, came back and said, "You are right...."

Next stay began this past Sunday. Went to check my folio this morning. Guess what? Same story, same discussion except this time, when I said, "Free to Platinum guests she said, "I will take care of it for you."

I asked her if they were instructed to refuse once and when asked again to simply post the credit and she told me that, "We were told that it is up to the property to decide if we charge or not. I wonder if that was their new training?

I am expecting more charges to be on my folio when I check out tomorrow.

I cancelled 2 months worth of weekly stays there and moved to the Sheraton Downtown Orlando for all the rest.

Discussed this and other serious service failures with my Ambassador and she is opening a case with CCS.

TW