Hello all!

I've waited 1 week to write this because I wanted to write without banging my keyboard into oblivion, but wanted to share a truly weird story.

Checked into the Sheraton HKG 10 nights on points. Got a SPG Plat upgrade (10 confirmed nights) 5 days out. All good. Hot breakfast buffet was the best one I have ever eaten at. Sure the rooms are humid as heck, but not the property's fault (HKG is very humid, and Mrs SAP and I are Canadian).

Pleasantries aside, I return to my room after a day with the Penguins (i know right?), and I go to shower. Noticed the drain in the shower sucked, so I decided to flush the toilet (no idea why, don't ask). Mrs. SAP who was intrigued with what I was doing FREAKED. She pointed to a vent by the toilet and it was leaking out water mixed with fecal matter. EW!

(PS That isn't the bad part).

Dried off, called down immediately and even saw poo water in the shower drain! Front desk English sucked but after enough screaming I said, send me engineers, bathroom FLOODING, need MANAGER. She said the manager was busy and she'd call me back. I then proceeded to drive home the point that I want a manager NOW. (PS I don't freak out usually, I don't mind sleeping in bloody sheets in some Sheraton in the middle of nowhere, but this was GROSS) as water was actively flooding the bathroom.

Long story short, we move rooms, manager profusely apologizes. Room change goes well. I ask what can I ask from a comp standpoint and she said...a bottle of wine and access to hotel amenities. I asked...what amenities? She said access to the Plat lounge and the buffet. I respectfully told her that I had access to that already, but she was proud of giving me a bottle of wine.

I told her thanks for no thanks, I'd like some points as my night/day had been ruined (well not me as much but my wife). She said she'd get back to me and then after 30 minutes offered me 3000 points. I very respectfully told her that I appreciate the gesture, but that's sort of insulting....she asked me how much I wanted, I said 10k, and she then asked for another 30 minutes. I finally got 6k and my bottle of wine.

Late into the evening, I decided to call SPG Plat and said that i'm not looking for anything but to please tell me if what I got was fair and if I was overreacting or asking too much. The gentlemen LAUGHED when I told him that all I got was a bottle of wine, followed by 3k followed by 6k. He apologized profusely. He instantly gave me 15k as per the Starwood manual (I didn't know they had one for poo water?). I was happy with that, covers my free night and then some...

The best part? The duty manager and the hotel manager never called my room, visited me to say sorry or leave a VM. Every single N. american starwood property i have filed a complaint in N. America (even the minor ones when I say I have a fatal allergy to Dairy and I get butter...) I have always gotten an apology from the hotel manager. (was assuming after the DM messed up the "Customer recovery" - her words, that the hotel manager would at least apologize for the incident and how the DM acted, given the Starwood was embarrassed at her behaviour.

Anyways, that's my story. Time to tear me to pieces I really do mean it, I tried to be reasonable the whole time but I really felt like the duty manager's offer for a bottle of wine as an initial offer, then 3k points was a slap in the face....